2021 Toyota Corolla<\/a> into their local CarMax in Jacksonville with hopes of a quick sale.<\/p>\n\u201cWe weren\u2019t trying to buy anything. We just wanted to sell the car and move on,\u201d Thadden says .<\/p>\n
Because they didn\u2019t have an appointment, the couple expected to have a bit of a wait ahead of them. After about 40 minutes, a staff member directed them to scan a QR code posted at the counter, Thadden claims. The link pulled up CarMax\u2019s online system, where they entered details about the Corolla\u2019s mileage, service history, and condition.\u00a0<\/p>\n
They disclosed a previously repaired fender bender and a visible stain on the rear seat, per Thadden. Once the form was complete, the system generated an appraisal estimate, which Thadden says he and his wife digitally accepted, assuming the price would remain firm.<\/p>\n
Things Take a Turn<\/p>\n
But the process soon got complicated, according to Thadden. The car\u2019s title listed both the wife and her mother, who had signed over power of attorney so they could sell the car without her being present. But one staffer told them they couldn\u2019t legally sell the car without the mother-in-law present.<\/p>\n
\u201cThat didn\u2019t make sense. We had the power of attorney signed and notarized. That should\u2019ve been enough,\u201d Thadden says.<\/p>\n
As they got up to head out, another employee stopped them, saying the paperwork was fine and the other person didn\u2019t really know what they were talking about.<\/p>\n
The confusion didn\u2019t end there, he claims.<\/p>\n
They sit back down, and after more than two hours of waiting, Thadden alleges he went back up to the person from the business office to get an update, and she claimed she didn\u2019t know they were even still there waiting and thought the transaction was complete. Then he says she claimed their names had been called, but they never responded.\u00a0<\/p>\n
\u201cMe and my wife were sitting there the entire time. They never called us, so don’t know what that was about.,\u201d Thadden says.\u00a0<\/p>\n
When the paperwork was finally brought over, the offer was a whole $2,000 lower than the online quote they had accepted, he says.<\/p>\n
\u201cBefore we waste either one of our time, is that the offer? Because it’s two grand lower than we’re okay with, and no one has talked to us about this,\u201d he adds.<\/p>\n
The person tried to go back and forth with Thadden, he recalls, and got the sales manager, but by that point he was fed up and they left having wasted two and a half hours of their weekend.<\/p>\n
\u201cWould I recommend that you not go to CarMax? Not necessarily, but certainly CarMax needs to do a little bit better, even on Saturday in Jacksonville, Florida,\u201d Thadden concludes<\/p>\n
To Sell or Not to Sell to CarMax<\/p>\n
Selling a used car can be time-consuming and complicated. It can take weeks or months to sell your car privately, and the process often involves price negotiation and sometimes the potential buyer taking the car for an inspection at their mechanic.\u00a0<\/p>\n
CarMax gives a written offer valid for seven days, either through an online submission or an in-person appraisal. While CarMax simplifies some steps, such as paperwork and negotiations, private sales can yield a higher profit, so it ultimately depends on what your priorities are.<\/p>\n
In comments on Thadden\u2019s post, people shared their own views of CarMax.<\/p>\n
\u201cThey have always been terrible… No one knows anything and everyone has to talk to the manager,\u201done wrote.<\/p>\n
\u201cI sold my F150 to one of their customers….in their parking lot, for $6,000 more than they offered,\u201d another claimed.<\/p>\n
\u201cCarMax is the worst. Easier to sell to Carvana or potentially negotiate with a dealership for a higher offer,\u201d a third.<\/p>\n
Motor1 reached out to Thadden for comment via TikTok direct message and comment. We\u2019ll update this if he responds.<\/p>\n
Update Aug. 31:\u00a0\u201cCustomer service is our top priority, and we take these concerns seriously. We\u2019re reviewing this customer\u2019s experience and will be reaching out directly to offer support and better understand what happened,\u201d a CarMax representative told\u00a0Motor1 in an email.<\/p>\n
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