CARMAX WESTBOROUGH

“Well, it truly has been an event. Around march of 26” I purchased a 2016 e400 in white after I had an accident which totaled my car of 3 months AGAIN, so I decided to go with carmax. (I don’t have good luck with cars at all) the moment I saw this car I fell in love with it. It drove great and was spectacular. #0: Carmax refunded me the shipping since it was around a week late. #1: Around a week later I experienced some problems, brakes, shaking, electrical issues, etc. I contacted the service department and immediately setup an appointment and got help. I was leaving to a different state soon so I dropped off the car there early. When I got back the car was delayed and I was offered a loaner which I took for around 2 weeks. They fixed wiring harness, chargers, all brakes all around, parking brake, which it almost failed inspection for, etc. #1B: the loaner car gave me a check engine light and didn’t start like 20% of the time. I had to keep it cranking but it’s a 2025 Subaru so Subarus will be Subarus can’t expect much. #2: I started experiencing some other issues which was climate control not working and radiator fan spinning at full speed. They fixed it next day. #3: The car had a recall that wasn’t fixed so I went to the Mercedes dealer and got it fixed. I also got a PPI since I thought that was the best case. Which was since there was a crap ton of stuff wrong. #4: after letting carmax know what the dealer found, which was timing cover, they fixed it on their expense once again and refunded me half the PPI cost. #5: my steering wheel started to shake while I drove again around a week later, so I went back to the dealer to see if something with the recall was wrong, they said my wheels were bent out of shape. I contacted carmax and again they fixed it on their dime. #6: The dealer then did a second PPI after the fixing wheels for free and they found a pinion leak under the car, oil in the alternator etc, Which carmax said they would take a look at later on. #7: a few weeks before the appointment, my car didn’t move as it used too. As if power was drained from it. I contacted carmax again and they said when the appointment comes they will check it. I asked if I could get a buy back done since the car seems to be breaking at every second. They approved the buyback few days later and let me bring in the car at that appointment date. #8: The reason they found for the car not having power and shifting roughly was that one turbo just deleted itself. Yeah, gone with the wind. They did buy the car back and gave me a FULL REFUND and yes they did extend the warranty for the time it was in the shop. This was 3rd week of July I returned the car. Now, carmax says that they do a 150 point inspection, do I believe that? Haha no. Seems to be more of a suggestion. But was carmax always there and willing to help no matter what? Yes. Would I buy from carmax again? Yes. Buying process and communication was 10/10. However before buying a car, always get a PPI from a dealer or dealer authorized place since that saved me A LOT OF HEADACHE. And huge shoutout to Miro and Jonathan. Helped me through everything and kept me updated when they could, even when I seemed a bit frustrated but they assured me it would be alright. I do miss the car but eh what can ya do. If I ever buy a car from carmax again and need service, they are the ones I would count on. Never seen better service dept anywhere. One thing I will add is their phone service. Before when I called I got directly transferred to them by push of a button. Now it is an AI agent that is very annoying and dosent do what you want. They did fix it a bit now so it’s easier to use but still would rather just have “push 1 for service” instead of “you can talk to me like a person”. And towards the end my calls wouldn’t go though half the time. Probably something needing to be worked on on their end but o well. Sales (Liam): 10/10 Service (Miro/Jonathan) 10/10 Phone line: 4/10 The 6 loners I’ve had: 8/10 Car itself: 2/10”

“I recently sold my car to CarMax, and overall I had a very positive experience. My sales associate, Lilliana, was professional, courteous, and very helpful throughout the process. She kept me informed at each step and made the transaction as smooth as possible. I did have to wait about two hours for the paperwork to be completed, but that delay was related to communication with the financial loan department and was not due to Lilliana. She continued to follow up and worked to get everything resolved. I appreciate the professionalism and customer service I received, and I would recommend CarMax to anyone looking to sell their vehicle.”

“CarMax was awesome, I was in a pretty tight situation after being rear ended and my car being totaled and with my credit the way it currently is I was having trouble finding any dealerships that would help me. That is when I found CarMax, I filled out all the information for the car that I wanted on their website and literally got approved in a matter of minutes, I had to call the dealership and verify because I didn't believe it could be that quick and easy, it was the quickest and simplest process of buying a car that I have ever experienced. I ended up getting a car that I really wanted, I didn't have to get stuck in a car that I wanted nothing to do with because that's the only one that the bank would put me in it. CarMax definitely turned this crappy situation into a very pleasant experience and I couldn't be happier with the car that I am in. Thank you CarMax”

“My husband and I bought a car from Cody at CarMax in Westborough in May 2026. We called ahead and got Cody on the phone, we made an appointment with him for the following week. He listened to what we wanted, he honored our price range and was knowledgeable about the car we wanted. He would send us cars to look at and we would give feedback on what we liked, or what we did not care for before the appointment. This approach helped to narrow down the cars we would look at and test drive. We liked the no haggle approach, Cody did all the paperwork/financing. We were also able to get our car registered which was very helpful, we liked the warranty offered as well at the time of sale. We had a very good experience with Cody. We are recommending him to our family and friends. We are very happy with the car, and will buy another one when the time comes. Thank You Cody.”

“I bought a Hyundai Tucson on 2/19/26. After three days of owning it I smelled oil coming from the engine. I immediately asked for a swap since that’s usually never a good sign. I was pressured into a repair by sales because there’s a chance the bank won’t honor the agreement again. Complete scare tactic! After one week passes I’m told the repair was just a loose drain plug. 24 hours later I’m told the information was conflicting. Carmax felt the dealership was providing conflicting information. Only then after contacting corporate and sending emails to CarMax General Counsel was I then provided a swap. I swapped a for the same car different color that was in North Attleboro,Ma it took a week to ship. This was a 30 minute drive! After receiving the swap I was told there was a crack in the windshield and safelite would have to repair it. Finally on 3/12 I was told the car is ready. I left work early to get this fiasco done with. I signed paperwork to return the old vehicle. Then we had to rerun my finance app again. I was told the bank wanted triple my down payment now. Nothing changed on my credit or income. I almost had a heartache attack because I financially didn’t have that money and my trade in was already sold. I had no car! The supervisor Bernie reached out to the bank and she found out my salary was reported wrong. Correcting this allowed the bank to accept the original deal again. I spent 5 hours at the dealership and there was multiple ball drops with documents not being properly done. I had to resign my paperwork 3 times. After all that I finally get to the swap vehicle turn it on and a maintenance light comes on. I had a headlight out! My sales associate said it’s not a safety issue. Of course I’m gonna drive the car home. While driving home my AWD light comes on. Ladies and gentlemen this has been the biggest nightmare of my life. No one can believe this is a true story. The amount of stress I have experienced due to the inefficiency and lack of proper training from this team. I had to bring the brand new swap car back to CarMax yesterday and pick up a loaner car. Since 2/19 I have been in a purchased car for only 4 days. 2 cars both with mechanical issues. Someone clearly isn’t doing their job while inspecting these vehicles. As a first time buyer I will never refer or support this business again. I understand why the stock has plummeted. No hassle is a complete lie! They care more about pushing a warranty than doing right by the consumer. I contacted corporate relations about this and at first they offered no compensation. After the conflicting information from the dealership regarding the first car I got a whooping 100 dollar service credit. I’m laughing because it’s the best coping mechanism at this point for my disappointment. If I were you I’d seriously reconsider purchasing from this location. They don’t care and even corporate relations don’t.”