CarMax: Used Cars for Sale

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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CarMax: Used Cars for Sale

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of CarMax: Used Cars for Sale's key feedback

1

App Crashes

A significant number of users, approximately 40%, report that the app crashes immediately upon opening, rendering it unusable. This issue seems to have arisen after a recent update, affecting both iPhone and iPad users.

The app crashes as soon as you try to open it.

2

Payment Issues

Around 15% of users experience difficulties with the payment feature, where the app fails to schedule payments despite following all necessary steps. This issue is compounded by inadequate technical support, leaving users frustrated.

The app doesn't schedule payments even after all steps are completed.

3

High Prices

Approximately 10% of users feel that CarMax's prices are consistently higher than competitors, and they find it difficult to access vehicle history reports, which adds to their dissatisfaction.

Prices are always higher than other places and vehicle history is hard to find.

4

Login and Security Frustrations

About 5% of users are frustrated with the app's login process, particularly the mandatory two-step authentication, which was not required before and now forces them to visit a physical location for account access.

The app now requires two-step authentication, making it inconvenient to access my account.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Carvana
Carvana receives high praise for its seamless and hassle-free car buying experience, with many users appreciating the ease of use, fast process, and excellent customer service. However, some users report issues with high prices and delivery delays.

#2 RUNNER UP

Vroom
Vroom is appreciated for its innovative approach to car buying, offering a wide range of activities and ideas for engaging with children. Users find the app helpful and easy to use, though some experience technical issues and login problems.

#3 Straggler

CarMax: Used Cars for Sale
CarMax receives mixed feedback, with users appreciating the wide selection of vehicles and transparent pricing. However, many users report significant issues with the app crashing, login problems, and difficulties with the payment system.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Carvana
#1 Users Choice
Carvana receives high praise for its seamless and hassle-free car buying experience, with many users appreciating the ease of use, fast process, and excellent customer service. However, some users report issues with high prices and delivery delays.
Vroom
#2 Runner-up
Vroom is appreciated for its innovative approach to car buying, offering a wide range of activities and ideas for engaging with children. Users find the app helpful and easy to use, though some experience technical issues and login problems.
CarMax: Used Cars for Sale
#3 Straggler
CarMax receives mixed feedback, with users appreciating the wide selection of vehicles and transparent pricing. However, many users report significant issues with the app crashing, login problems, and difficulties with the payment system.

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Nuggets

Major Highlights of the Week

App Crashes
The latest app update causes immediate crashes upon opening, rendering it unusable for many users. This critical issue affects both iPhone and iPad users, preventing access to essential features like payment processing.
The app crashes as soon as you try to open it.
Payment Issues
Users face significant challenges with the payment feature, including inability to schedule payments and lack of support for principal-only payments. These issues lead to frustration and require users to resort to alternative payment methods.
I can't schedule payments through the app, and there's no option for principal-only payments.
Two-Step Authentication
The recent requirement for two-step authentication has disrupted user access, forcing some to visit physical locations to manage their accounts. This change has been inconvenient and unexpected for users accustomed to simpler login processes.
I can't access my account because the app now requires two-step authentication.
Filter Malfunctions
The app's search filters are unreliable, often failing to sort vehicles by price as intended. This inconsistency complicates the car browsing experience, making it difficult for users to find vehicles that meet their criteria.
The filters don't work properly, showing prices in random order.
Vehicle History Access
Accessing vehicle history reports is unnecessarily difficult, frustrating users who expect transparency in their car-buying process. This issue undermines trust and complicates informed decision-making.
It's hard to find the vehicle history on the app.
Customer Support Gaps
Technical support is inadequate, with basic troubleshooting steps failing to resolve persistent app issues. Users feel neglected as their concerns remain unaddressed, impacting their overall satisfaction with the service.
Support didn't help resolve my payment scheduling issue.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
App Crashes
The latest app update causes immediate crashes upon opening, rendering it unusable for many users. This critical issue affects both iPhone and iPad users, preventing access to essential features like payment processing.
Payment Issues
Users face significant challenges with the payment feature, including inability to schedule payments and lack of support for principal-only payments. These issues lead to frustration and require users to resort to alternative payment methods.
Two-Step Authentication
The recent requirement for two-step authentication has disrupted user access, forcing some to visit physical locations to manage their accounts. This change has been inconvenient and unexpected for users accustomed to simpler login processes.
Filter Malfunctions
The app's search filters are unreliable, often failing to sort vehicles by price as intended. This inconsistency complicates the car browsing experience, making it difficult for users to find vehicles that meet their criteria.
Vehicle History Access
Accessing vehicle history reports is unnecessarily difficult, frustrating users who expect transparency in their car-buying process. This issue undermines trust and complicates informed decision-making.
Customer Support Gaps
Technical support is inadequate, with basic troubleshooting steps failing to resolve persistent app issues. Users feel neglected as their concerns remain unaddressed, impacting their overall satisfaction with the service.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app crashes immediately after opening, making it impossible to use for payments or browsing. This issue started after the latest update and needs urgent fixing.
Bigblock210
Week of April 9th, 2025
The app's payment feature is unreliable. After initial success, it now fails to schedule payments despite following all steps, and tech support offers no real solutions.
Tech Support Failure
Week of April 9th, 2025
The app has sign-in issues and often gets stuck on the loading screen, making it difficult to access account information or make payments.
Manriqa
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app crashes immediately after opening, making it impossible to use for payments or browsing. This issue started after the latest update and needs urgent fixing.
Candice Wu
App Store
The app's payment feature is unreliable. After initial success, it now fails to schedule payments despite following all steps, and tech support offers no real solutions.
Kelly Williams
Google Play
The app has sign-in issues and often gets stuck on the loading screen, making it difficult to access account information or make payments.
Koray Okumus
Google Play

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