CarMax White Marsh

Sales experience was the best ever for me although I rarely buy cars. The 5 yo Cherokee that I selected was as described online. Salesman was great and sales process was quick and efficient. I opted for rarely buy cars. The 5 yo Cherokee that I selected was as described online. Salesman was great and sales process was quick and efficient. I opted for the 2-year maintenance agreement for an additional $2,000 or about 10% of purchase price. I was disappointed to have the battery die within a month. I called MaxCare to discuss the problem and was advised that batteries are not covered. On reading the agreement I found a long list of typical repairs that are not covered leading to 'what repairs did I pay for' and 'what did the seller know about the battery when it was sold'. I replaced the battery and had the original battery tested. The results were "this wouldn't start a lawn mower" which suggests that CarMax might have experienced the problem and covered it up before my test drive. Don't know but now I have doubts about the integrity of the dealer so can't rate above a 3. More

The dealership as a whole was wonderful. The car I bought is perfect. The fellow that helped me find it worked to make sure he asked the questions to find the right car. The price was great The car I bought is perfect. The fellow that helped me find it worked to make sure he asked the questions to find the right car. The price was great. More

I’m pretty disappointed I’ve bought 3 cars from here & my last 2 have been nothing but issues. My sons car I bought about 2 years ago & my Kia I just purchased had some minor issues at first than I noticed I last 2 have been nothing but issues. My sons car I bought about 2 years ago & my Kia I just purchased had some minor issues at first than I noticed I need my brakes & rotors replaced I would of had to wait almost a month to get them done so I traded in the truck to another dealer. I lost $8k from that I’m highly disappointed More

The staff was very attentive and helpful in finding many options and solutions for me. They always followed through with communication. The sales people were very personable and friendly I would buy from th options and solutions for me. They always followed through with communication. The sales people were very personable and friendly I would buy from them again. More

All in all, I give the Dealership a grade of "B": They were strong in being attentive to the customer during the shopping and buying process, and I am grateful for that. I felt, nevertheless, that once t were strong in being attentive to the customer during the shopping and buying process, and I am grateful for that. I felt, nevertheless, that once the paperwork was signed, no promises to follow up were followed through, leaving me in the lurch. Two examples: I was promised follow up from business office regarding funds transfer on Sunday; yes, I'm told that Car Max is closed on Sunday, but that doesn't mean it doesn't have a corporate office that isn't; furthermore, I did not hear from the Dealership even on Monday. Second, the Dealership was supposed to deliver my vehicle on Monday to my home, but I did not hear from them the entire day. As I informed the sales representative, but for my proactive follow up on these issues, I highly doubt there would have been the follow through, as promised. On Monday, I did pay for the vehicle with the help of an associate manager, though it did require me to re-sign all paperwork. And the vehicle delivery was executed, though delivered later than promised. Again, but for my proactive intervention, these things would likely not have happened. Another critique is a problem when I last purchased in 2016: You have inventory on the lot that shouldn't be there because of invidious problems with the vehicles; tis' better to repair the vehicle before it's thrown on the lot than to promise time consuming repairs after it's been on the lot, and customers are painfully aware of the problems as they drive loud, banging vehicles even before leaving the lot! Now for more positive: The vehicle I got is beautiful, and I love it! I appreciate the time and attention to its detailing. The delivery man was an exceptional human being and flawless in delivering my new vehicle (via tow truck, no less!) and helping me sign the paperwork. Note: I wasn't thrilled that Car Max had not honored my request to place temporary tags, because I had just renewed my tags for 2027, and I could have transferred them, as the vehicle was same vehicle type. Nevertheless, I subsequently learned from the MVA that I'd qualify for a full refund on the initial tag registration, and Car Max renewed me for 2 years, and so it wasn't much a loss in the final analysis. I appreciate that representative, Alec Maclean, gave me liberty to test drive the vehicle on the highway, rather than just puttering around the block. Alec was helpful during the entire process of landing on a vehicle, completing the paperwork, and coordinating with his management regarding delivery of the vehicle to my home and payment. The manager, Bob, was helpful in coordinating delivery and payment. It was a treat to have home delivery, and that yielded a huge boost in customer satisfaction. In sum, the buying experience was largely a positive one, but the weakness was in the follow through, which would not have happened in the absence of my follow up. If you could shore up that weakness on the back end, you'll earn a full 5 star rating in the future. One more thing: I wanted to add that when I did need to call to resolve the issues, I greatly valued the way your customer service is organized via phone system. I got right to the people I needed to speak to and got immediate help and resolution. You did a great job at this! More

Great selection of cars, reasonable pricing, didn't take forever to actually purchase the car. Jeff was super-professional and an outgoing person. Ms. Xin is also an outstanding person and was very attentiv forever to actually purchase the car. Jeff was super-professional and an outgoing person. Ms. Xin is also an outstanding person and was very attentive to my service needs. I haven't liked buying cars in the past (hours at the dealership). This wasn't the case with CarMax. I'll be back when it's time to upgrade my wife's care! More

Not much to say about this but some things need to be changed on how customers are handled changed on how customers are handled More

Everything was awesome and fast from the beginning doing everything online to the end picking up the car in express checkout , will recommend , thank you everything online to the end picking up the car in express checkout , will recommend , thank you More

Micheal @ White Marsh was Great. This was my first time buying a car from a dealership and he made it a breeze. He was totally honest with me through the entire process. Thanks Aga This was my first time buying a car from a dealership and he made it a breeze. He was totally honest with me through the entire process. Thanks Again Micheal🚙 More

Great selection of vehicles and I loved the online reservation system. Online financing and the ability to make selections online wonderfully streamline the purchase experience reservation system. Online financing and the ability to make selections online wonderfully streamline the purchase experience More