CarMax Puyallup

“As a vehicle transporter, this location has got the absolute worst process and procedures in place. Every single time I or one of my coworkers show up here to drop off a vehicle. We have to wait anywhere between 20 minutes upwards of 45 minutes with repeated phone calls to the store to get an inventory person to the receiving gate. There is no bell, there is no walkie-talkie. There is no line of communication to be able to coordinate with these inventory specialist. Furthermore, trying to drop off a vehicle that does not run or drive is an absolute nightmare because they have all of the areas blocked off after the gate to where even a tow truck struggles and sometimes can’t even make a corner because of these non-running vehicles. This is absolutely ridiculous in this place needs to start having a full-time person that only sits in the guard shack monitoring the gate back here even if that means that they have to hire an outside security company from 7 AM to 7 PM as they’re receiving hours state”

“I purchased a BMW M4 from CarMax in Puyallup, Washington and drove it back to California as a gift for my son. I was clearly told at the time of purchase that all registration and title paperwork would be mailed to me within a couple of days so I could register the vehicle in California. It is now day eight, and despite four separate attempts to get this resolved, I still do not have the paperwork. Each time I call, I am told something different. Yesterday, I was specifically told I would receive a tracking number by email confirming the documents had been mailed. That email never arrived. Because CarMax has failed to send the necessary paperwork, my son cannot legally drive the vehicle, which completely defeats the purpose of this being a gift. This has been incredibly frustrating and stressful, especially after spending a significant amount of money and trusting CarMax’s process. For a company that advertises a simple, seamless car-buying experience, this has been anything but. The lack of follow-through, poor communication, and misleading information from CarMax Puyallup has been extremely disappointing. I expected far better from a national dealership, especially when it comes to something as basic and critical as vehicle registration paperwork.”

“So I was introduced to Carmax via searching online and finding a vehicle that,on paper, was perfect. It was down in Oregon so I paid the shipping fee to have it brought up to Puyallup. Things were smooth and the sales guy I was scheduled with for the test drive was plenty nice. The vehicle though, was gross. The smell inside the vehicle was so bad that I didn’t last longer than 10 min to test drive it. I was shocked and disappointed they even presented a car that smelled that bad for test driving (think wet dog/embedded urine). I told them there’s no way I can move forward. They offered another vehicle same model to drive but it wasn’t what I was looking for. They mentioned searching other locations for a closer vehicle match but I did I was not willing to risk another shipping fee after this experience. A couple of days later, someone named Elisa from Carmax Puyallup reached out and left a voicemail stating she read my feedback and she was initiating refund of my shipping fee, that I should see it in 2-4 days but if I don’t see it to please call back. I was pleasantly surprised at them offering and initiating it, but disappointed when it never actually happened. I even called her direct line after waiting a week, left a voicemail for her and nothing. No refund, no call back, nothing. If you are going to proactively offer a refund, then Make it happen. Don’t offer lip service and then ghost people. I traded my car and bought what I was looking for, sans gross odor, elsewhere. I cannot recommend Carmax to anyone I know.”

“Sara (sales rep) was so helpful she listened to every issue I had and helped me even when she didn’t have to! Yall have a great team and helpful people and I’m glad I was able to get everything fixed the way I needed, and they also even gave me a amazing discount for my repair even though they technically didn’t have to! Again thanks so much yall are the best dealership I’ve worked with thus-far.”

“Extremely Disappointing Service Experience I rarely leave negative reviews, but my experience with this dealership’s service department has been unacceptable from start to finish. I brought up a significant quality concern: the front hood on my Tesla is clearly misaligned, sitting lower than the fender on one side by more than 0.5 mm, which is enough to cause noticeable wind/buzzing noise at highway speeds. This is a fitment issue that should be covered under warranty. Tesla themselves offered me an appointment much sooner, but since the car was purchased here, I contacted this dealership for warranty authorization. Unfortunately, the service team has been nearly impossible to reach — they don’t respond to calls, and when they do respond, it’s minimal and unhelpful. Instead of authorizing the repair, they insisted on scheduling me a month later just so they could “look at it” first, which delays the fix unnecessarily even though Tesla could take it sooner. To make matters worse, when I’ve brought the car in for other small issues, like windshield or paint chips, they simply “touch them up” without a proper explanation or discussion, and the whole process takes over two hours for something that should take minutes. The attitude from the staff is unprofessional and dismissive, as if customer concerns are an inconvenience. This is not how a premium automotive service department should operate. Customers deserve timely communication, transparency about the work being done, and a genuine effort to resolve issues — especially when the problem is clearly visible and impacting the driving experience. Instead, I’ve been met with delays, poor communication, and a complete lack of urgency. If you value your time and want responsive, respectful service, I recommend looking elsewhere. I will be escalating my concerns to corporate Tesla and will not be returning here for service in the future. Updated: I raised a very reasonable concern about the front bumper color mismatch and bolts that had clearly been touched, which strongly suggested possible aftermarket work. Instead of giving me a clear answer, CarMax brushed it off with the laughable excuse that “plastic and metal just look different.” Really? That’s the best explanation you can offer for a potential accident repair? The whole interaction felt evasive and dismissive — as if their strategy is: don’t confirm, don’t deny, just hope the customer gives up. Transparency clearly isn’t a priority here.”