CarMax

Bought my car here two years ago and decided to purchase the extended warranty (even though I never buy extended warranties) because I wanted to have peace of mind. I was beginning to think I hadn’t needed it, and had only good things to say about car max when my car broke down last week. The service department is a nightmare. They aren’t open on weekends so we dropped the car off Sunday night and left detailed information on their envelope with our keys. It took them until 3:00 Monday to finally call us to tell us they hadn’t looked at our car yet because they needed verbal authorization to charge us a$ 75 diagnostic fee in addition to our$ 250 deductible. Then it took them two days to tell us the battery was bad and they wanted to charge us over $ 200 to replace it. Even though we had just purchased a new battery a year ago, we took the car back and replaced the battery ourselves for half what they wanted to charge us.
The next day, my car wouldn’t start! The$ 75 we paid for their diagnosis was obviously worthless. Myles still has not returned our call and I am without my car yet again.

The car buying experience was fine, had no problems there. Once we took the car home, we noticed that the driver side window had problems going up. Took the car back to Carmax and informed them of the issue. They made no mention of their process and said that they would call us when they took a look at it. A week goes by and there is no communication. We give them a call and they haven’t even looked at it.
So they sold me car with a defect, and in a week haven’t even «diagnosed» the problem. I mean come on, it doesn’t take any expertise to figure out a window has trouble going up. When I asked if they would fix it there, they said they would just take it to the dealership to use the warranty to fix it. Shoot, wish they would have told me that to begin with because I could have just as easily done that myself instead of a week of inactivity.
Went to Carmax and we see the car is sitting in the parking lot with the window rolled down, so now it is filthy inside the car. Hahaha, thanks Carmax! I decided to pull the car out of there and just take it to the dealership. When I explained my situation to a manager in the services department he couldn’t care less. Just gave this blank stare and did nothing to remedy the problem. I would highly suggest not to go here. The service was horrible.

I wouldn’t say they’re bad but I got a way better deal selling my car to a major car dealership. I didn’t agree with their appraisal and wasn’t impressed with their customer service as well. The «buyer» person seemed friendly and knowledgable but the guy that greeted me in the beginning basically blew me off once he knew I wasn’t going to take the offer… basically a bye and then got back to his computer. I said thank you for your time and have a nice day then got the hell out of there… can’t stand rude people. I won’t be returning in the future. That guy should be thankful I’m not putting his name on blast here.

So, I bought my car here back in January (of this year) and at the time of purchase I was told my tire (s) were practically new and all maintenance was taken care of. Any who, fast forward to March of this year my oil change light pops on (under 1000 miles later). I call the service department the lady tells me it shows it was done at time of purchase (lie) I can smell it burning. I went to firestone (where I’ve been going for years) for the oil change. They tell me I need ¾ tires replaced & my front brake pads Need replacement as well. Hmmm… So, today I called the service department spoke with Jeremy who pulled up the profile of the car I purchased and informed me that NO, they replaced 1 tire so 1 out of 4 was new and in fact I may have to get new tires. Also, he saw that my rear brakes were replaced NOT the front. So, 5 months Into owning this vehicle I already need to replace my tires and get my front brake pads replaced when I was told on the purchase day that everything had been taken care of. Great work salesman. Blew smoke up my ass. Well done.

I recently sold my car at CarMax. It really is a painless as they make it sound. Before I came in, I checked
to get an idea how much they should offer. Their offer was well in line with the KBB value, so I took it. An hour or so later, I walked out with a check in my hand!
The several staff members I interacted with were all friendly and professional. Would recommend this to anyone needing to sell their car for cash!

This is only related to the customer service for trade-​in. Extremely frustrated when I showed up at 730 pm and was told it would be 20 – 30 minute wait before the 30 – 45 minute inspection begins. I called the night before asking if I needed to schedule an appointment, and the agent specifically said that weekday evenings are slow and anytime between 7−8pm I wouldn’t need an appointment. Well, I’ve been sitting here for 40 minutes now and I’m still waiting.

BUYER BEWARE. RUN THE OTHER WAY. YOUR SALE WILL BE PERFECT, BUT IT WILL STOP THERE.
I purchased a luxury vehicle in January. The sales process was highly attentive and everything was great. To be expected during the sales process…
95 days later, a major failure took place, wherein I couldn’t even drive the car and had to have it towed to service. The repair was a «rolling delay» — i.e., everyday they added more and more time to the complete the fix. It took a full 7 days.
After paying my full MaxCare deductible, the car was given back to me. By that, I mean they swiped my card and handed me my keys and pointed to the car for me to escort myself out. I have to believe that because I am a woman who «doesn’t know much about cars» — they sent me on my way like this. Had it been my husband, covered in tattoos and tall and strong, I can bet they would have made sure he was happy with the service and had the courtesy to go through the paperwork of what was done. But how they treat women is another story.
When I got home, I went to put back all the paperwork I removed from the glove while the car was in the shop and noticed 4 white scratches and dents on my pristine black car as well as my AUX cable cord stolen. There was 6 miles put on the car while it was in the shop as well.
Since May 6, when I picked up the car, I have unsuccessfully been able to reach anyone. Not one person has returned my calls, despite leaving frustrated messages with staff members who «promised to research it and get back the next day.» I resorted to contacting corporate, who also went dark and is no longer replying to messages or calling back.
My final step was to record, on video and speakerphone, the call I just had with my service consultant who promised a refund of the deductible and a complimentary fix of the scratches and dents that happened while under their watch. I will believe all of these «resolutions» when I see them.
Never in my life will I deal with CarMax again after they fix the issues they caused. I will continue to record every interaction I have with them to ensure that this is made right.

I normally would not think of going to a CarMax. My husband and I bought a new car and had an 11-​year old Lexus to sell. It had some damage on the front end. I took it into CarMax just to see what it was all about. I worked with a salesperson named Jeff Gibbs. I have to say I was very impressed with the process. Jeff explained everything very clearly, was professional and courteous at all times. I felt no pressure whatsoever. He is excellent at his job. We had done our research and CarMax offered us a fair price for the car. I really liked the way it was handled from start to finish. They make an offer; that’s the price. No haggling, none of that. Then we could take the offer home for 7 days and think about it, which is what we did. We decided to move forward.
I went back a few days later, went to the business office. I had the pleasure of working with Suleyka Hassan. They were not that busy as it was early on a weekday and the entire process took less than 20 minutes. Again, very pleasant environment, and she was very clear in her explanations of everything.
Very satisfied with my car selling experience. Would consider buying there as well.

Kelsie was super great & patient, she went above & beyond normal customer service & not once did she get mad or become unprofessional, the only thing is my friend ended up not buying the car, but it was still great customer service

Our experience from Carmax was pretty much the best ever at a car lot. We worked with Desarae and she was patient enough to drive around 10 different cars with us until we finally found the one. The fact that Carmax doesn’t negotiate takes away any frustrations that could occur when signing papers.
In a few years when we go to buy another car, we’ll definitely purchase again from Desarae. Thank you for your patience and awesome customer service!

CarMax is been the best buying experience I’ve ever had! After buying cars at dealerships I would recommend Carmax for convenience selection and timeliness

My husband and I have been searching for a new car, we went to Kia in El cajon and unfortunately could not get what we wanted due to the fact of not having the greatest credit. Although they did try to help us out, at the end of the day I just didn’t get good vibes with them. We waited a week and I’ve heard great reviews about Carmax, so we thought we would give them a try. Since it was our first time going there we were not sure how it worked. I went in and the lady at the counter was really friendly and helpful. We got linked up with Brandon Koo. He was amazing!!! We showed him what we were interested in and sat down and they were able to work with us. Everyone there is really friendly and helpful, I definitely recommend them to anyone looking to get a new car. We had such an awesome experience with them.

Just got my truck appraised at Carmax and the process couldn’t have been executed better.
These guys truly make you feel comfortable. Special thanks to Jordan Summit who brought me excellent service. I will definitely be returning with more business.
Call up Jordan he will take great care of you!

Pretty good experience buying my car from here. My sales associate was Jacquie. She was great to work with. No pressure and very nice. It felt like I was working with a friend. That was a plus. The process wasn’t as quick as I had hoped. Financing was easy, however.
Even though I had to replace tires and battery shortly after purchase, I feel like I got a good car.

My boyfriend and I came to Carmax with the intent of purchasing a 2012 Mercedes Benz C250 I had seen. Little did I know the hell it would be to buy it. I am a young, local business owner and run a small beauty salon downtown. This would have not only been my first time buying a car (not leasing) but doing a deal without using pay stubs, as I essentially work for myself. If you’re in my kind of situation and don’t have stellar credit:
1. Be prepared to show your last 3 bank statements and they must be CONSISTENT with however much you’re reporting to make monthly
2. Have $ 5100 for your deposit ready (if you don’t have good credit)
3. Make sure there are no overdrafts in your bank statements
Our salesman Jeff, went above and beyond for us and I’m grateful that we met him that night. He enlightened me on everything there is to know about buying a car for the first time. He and another woman (horrible with names) went back and forth talking to different banks, trying to get us the most reasonable offer for the car we wanted. You can tell that these people really do care about their customers, everything felt very personable. I like that.
Unfortunately we didn’t end up buying from Carmax that night. The down payment was just way more than I was willing to offer. If I was willing to purchase a Toyota, Nissan or Ford there would have been no issues but hey. Its a Mercedes, I get it. CarMax does everything by the books. And as amazing as Jeff was, ultimately the banks made it nearly impossible to do business with them. Three overdraft fees for the month and you’re considered high risk? Lame.
That same night we ended up driving to a different dealership that had way less restrictions and drove away with the same model Mercedes C250 I originally wanted at Carmax but in all black. My down payment there was only $ 3000. So much less strings attached. I guess it all worked out in the end.

BUYER BEWARE/Don’t Buy Here! …So…the other end of Carmax in service is horrible
They don’t call you back. .they hang up when they don’t know how to answer questions. Dylan sales manager will tell you one thing and then change his mind. Todd the store manager will not take care of you at all. Cynthia swrvice agent and Jermimee the manager when short/didn’t let me finish sentence. rushed and argued. Horrible customer service. Back at carmax to get seat fixed from rip they did and they are saying they will repair not replace… do I return

OK I have bought over 5 cars from carmax across the country and this location is by far my favorite.
First, my favorite manager at this store, Valexia is phenomenal. I met her when I bought my first car there and she has been so sweet and supporting since. A true professional!
Deborah and Lee are my favorite sale associates. So kind and patient. They are like therapists during this stressful time of choosing a car. They made my purchase stress free.
I always feel welcomed walking in here. A true pleasure to shop here.
My recommendation is to go in this Carmax with some time. Don’t rush it. :)

Would have been a one-​star based on our last two visits to Carmax. (The first one, our sales guy attempted to offer us jobs in order to get the referral bonus for himself (!!!)!!) Sleazy sleazy sleazy SLEAZY.
Our most recent visits during my new used car hunt began with a transfer of a CX-​5 from another location. Free transfer and hassle free transaction… Great! I was set up with Dacoda who was pleasant and helpful and not pushy at all. Justin helped out and despite being a new hire, had great customer service, an awesome attitude and excellent car knowledge. During our first visit with these guys, I sat in a bunch of cars and test drove four. Dacoda recommended sitting in them first to see how they feel and only test driving three to keep it simple for comparisons. Good advice. There were a bunch I didn’t drive just based on initial feel/​comfort.
I had to rethink my budget and began to look at some cheaper more fuel efficient sedans and picked out a few new ones that I was interested in. This time we met with John and our favorite, Justin. Both were knowledgable and personal… Very good at building rapport and befriending us as costumers. I found out that I really liked the Honda Civic and was about to buy. We got some distance from the situation (probably the best thing you can do when you’re car shopping) when we went to get dinner. We decided to go back and do a thorough check of the car since there were things that we hadn’t checked in my last car before buying and severely regretted it.
On closer inspection, the car seemed much less desirable. The tires were different and there was a big worn rough spot on the top of the steering wheel that appeared to have been sloppily painted over. Though small cosmetic things, they made us wonder what else had been either overlooked or neglected. We also realized that Carmax Certified is not the same as Certified Pre-​Owned.
So we left with John checking on what could be done about the steering wheel (he called later and said that they would replace it) but we had decided to look elsewhere.
All in all, great place to come to get the feel for some different types of cars. Awesome and knowledgeable staff (Dacoda, Justin, and John, anyway…) and truly hassle-​free interactions. The only downside is that you can never be sure about the quality of the cars at Carmax and the prices are steep for what you get (and remember: no-​haggle).
The car I was about to buy from Carmax was a 2013 Honda Civic LX for $ 15 998. I got my car from a Honda dealership, a CPO 2013 Honda Civic Hybrid for $ 15 800 with ALL the bells and whistles (heated leather seats, lane departure alert, premium rims, etc.) WITH warranty. Just something to consider.

This place is very professional! Came with my friend to sell the car, and they are efficient.
We made appointment before hand, and their sales representative contacted you through text. We met up at Carmax. Around 50 minutes appraisal waiting time, done! Tell you all the information about your car and the price. Our favorite part of the appraisal is after they tested drive the car, they put back the seat to where it was be. Very thoughtful gesture.
Just remember, bring all the document you need!

We are shopping for a new SUV because we had a baby a few months ago. We made an appointment online, and received some email communications from Noah. When we arrived early for our appointment, I was told by Brittany that Noah wasn’t in and hasn’t assigned me to anyone else so she would put me on the waiting list and «the next person available» would help me. I asked if we should go eat and come back and she said no, it would probably be 15 – 20 minutes. An hour later, now past our appointment time, no one had acknowledged us or given us an update and our baby was starting to get cranky. I went to the front desk to inquire status and I was told that I was the «only person left waiting» — clearly I was not the «next» to be helped as Brittany told me an hour prior.
We left not having sold my car or bought a car as we were interested in doing, and will take our business elsewhere.
While I’ve personally not shopped at Carmax before I’ve referred people to them. Based on this experience I will do neither.