CarMax

**Easiest online appraisal experience for a first-timer!** From the moment I walked through the main entrance, I was greeted right away and the check-in process was quick and hassle-free. I was running a little late, but they were still able to help me without any issues. I sold my 2023 Tesla Model 3 to CarMax Fresno, and the entire process was smooth and professional. The business office had a welcoming, open atmosphere, and it was clear the team was busy while still providing excellent customer service. A special thank you to Sean and Elius for their patience and guidance. They walked me through every step, helped while I reset my Tesla to factory settings, and gave clear instructions on removing the vehicle from the Tesla app. They made what could have been a stressful process simple and straightforward. Overall, it was a great experience, and I highly recommend CarMax Fresno to anyone looking to sell their vehicle!

Just bought my first car yesterday from CarMax and had an amazing experience thanks to Justin! From start to finish, he was professional, friendly, and genuinely helpful without any pressure. He made the whole process smooth and actually enjoyable, which says a lot when buying a car. I drove off in my new Chevy Silverado EV and couldn’t be happier. Justin took the time to answer all my questions and made sure I felt confident every step of the way. If you’re thinking about buying a car, definitely ask for Justin — he’ll take great care of you!

Atrocious customer service. Very poor communication. This should be a priority in any business, especially a car dealer. I like the business model of Carmax, between the upfront pricing and shipping between locations but the execution has been horrible. We ordered a car and was told it cleared inspection and we could come pick it up. Once we arrived, they said the mechanic had one more inspection he had to do before it was ready. Now a week later, they won't answer our calls, and when we went in to see what's wrong, they said to go to the waiting area and no one ever came to help after 30 minutes. They won't even let us see the car throughout the process. Not sure if the car is even real at this point, but the money we paid to have it shipped sure was. I'm assuming this is just a scam to get people to pay for shipping imaginary cars.

I rarely leave negative reviews, but I feel other customers should be aware of my experience with CarMax. I have purchased two vehicles from CarMax and expected a company of this size to stand behind its commitments. During the purchase of one of my vehicles, the salesperson noticed that the A/C was not cooling properly. There were also scratches on the vehicle that needed attention. I was assured that the A/C would be inspected and repaired if necessary and that the vehicle would be buffed. These commitments were documented in my paperwork, and I was told that someone would contact me to schedule the service appointment. That call never came. Over the following weeks and months, I called multiple times trying to schedule the promised service. Each time, I was told someone would look into it and call me back. Despite these repeated assurances, I never received a single follow-up call. On June 15, I returned to CarMax because I was considering purchasing two additional vehicles for my business. Before making another major purchase, I wanted to address the unresolved issue from my previous vehicle. Instead of finding a solution, I was met with excuses. The manager informed me that because more than a month had passed, there was nothing they could do and claimed that their system no longer had the records. What disappointed me most was the lack of ownership and accountability. The issue was never about warranty coverage. The issue was that CarMax made specific promises, documented those promises, and then failed to follow through. When I attempted to resolve the matter, I felt my concerns were dismissed rather than addressed. I was prepared to purchase two more vehicles from CarMax, but this experience changed my mind. A company’s reputation is built on trust, and trust is built by keeping promises. Unfortunately, my experience showed me that once the sale is complete, customer concerns may not receive the attention they deserve. As a result, CarMax has lost my future business and my trust as a customer.

I am extremely disappointed with my experience at CarMax. Our company purchased a vehicle from CarMax because we believed we were dealing with a reputable company that stood behind its vehicles and customer service. During the purchase process, concerns were raised about the vehicle’s A/C not cooling properly, along with cosmetic scratches on the exterior. We were assured by the sales staff that these issues would be addressed and that someone would contact us to schedule the necessary service after the sale. That never happened. Weeks went by without any communication. We called multiple times to follow up and were repeatedly told that someone would review the situation and contact us. Despite these promises, we never received a callback or any effort to schedule the service that had been discussed. What made the situation even more frustrating was that we returned to CarMax ready to purchase two additional vehicles for our business. Before moving forward, we simply wanted to resolve the outstanding issue from our previous purchase. Instead of finding a solution, we were met with excuses, a lack of accountability, and an attitude that made it seem like our concerns no longer mattered because the sale had already been completed. A company should be judged not by how it treats customers before the sale, but by how it treats them afterward. Anyone can provide good customer service when a purchase is being made. The real test comes when a customer needs help and expects the company to honor its commitments. The vehicle issue itself was not the biggest problem. Mechanical issues and cosmetic imperfections can happen with any used vehicle. The biggest disappointment was the failure to follow through on promises, the lack of communication, and the unwillingness to take responsibility when given multiple opportunities to make things right. Because of this experience, our company decided not to purchase the additional vehicles we were considering. More importantly, CarMax lost our trust. When a business fails to honor its word, it becomes difficult to have confidence in anything else they promise. Unfortunately, this experience has convinced us to take our future business elsewhere.