What started as a routine trip to CarMax in Jacksonville, Florida to sell a used car turned into what one customer described as a frustrating, drawn-out ordeal.
In a video with more than 19,000 views, content creator John Thadden (@johnthadden) shared how things went south at his local CarMax.
In the video, Thadden explains he and his wife brought their 2021 Toyota Corolla into their local CarMax in Jacksonville with hopes of a quick sale.
“We weren’t trying to buy anything. We just wanted to sell the car and move on,” Thadden says .
Because they didn’t 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’s online system, where they entered details about the Corolla’s mileage, service history, and condition.
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.
Things Take a Turn
But the process soon got complicated, according to Thadden. The car’s 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’t legally sell the car without the mother-in-law present.
“That didn’t make sense. We had the power of attorney signed and notarized. That should’ve been enough,” Thadden says.
As they got up to head out, another employee stopped them, saying the paperwork was fine and the other person didn’t really know what they were talking about.
The confusion didn’t end there, he claims.
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’t 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.
“Me and my wife were sitting there the entire time. They never called us, so don’t know what that was about.,” Thadden says.
When the paperwork was finally brought over, the offer was a whole $2,000 lower than the online quote they had accepted, he says.
“Before 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,” he adds.
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.
“Would 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,” Thadden concludes
To Sell or Not to Sell to CarMax
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.
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.
In comments on Thadden’s post, people shared their own views of CarMax.
“They have always been terrible… No one knows anything and everyone has to talk to the manager,”one wrote.
“I sold my F150 to one of their customers….in their parking lot, for $6,000 more than they offered,” another claimed.
“CarMax is the worst. Easier to sell to Carvana or potentially negotiate with a dealership for a higher offer,” a third.
Motor1 reached out to Thadden for comment via TikTok direct message and comment. We’ll update this if he responds.
Update Aug. 31: “Customer service is our top priority, and we take these concerns seriously. We’re reviewing this customer’s experience and will be reaching out directly to offer support and better understand what happened,” a CarMax representative told Motor1 in an email.
