CarMax

Sophia was great to work with, and Sam was also very helpful throughout the process. I truly appreciated their assistance and professionalism. However, the overall communication experience with CarMa helpful throughout the process. I truly appreciated their assistance and professionalism. However, the overall communication experience with CarMax could definitely be improved. Trying to get in touch with someone has been a hassle, and getting clear answers or timely follow-up has been difficult. On the day I picked up my vehicle, the process took more than two hours. I also had to complete the paperwork twice, and there was not much clarity regarding what was happening or why certain steps needed to be repeated. More recently, a warning message appeared on the vehicle indicating that it needs service. Although I have a service appointment scheduled, no one has reached out to determine whether the vehicle should be brought in sooner or whether it is safe to continue driving until the appointment. I am very pleased with the vehicle itself, and Sophia and Sam provided great service. However, I believe CarMax could significantly improve its customer experience by providing better communication, clearer explanations, and more responsive follow-up—especially when a customer reports a potential issue with a recently purchased vehicle. More

This is the second time I purchased a vehicle at the Virginia Beach location. The first time was great which was in 2020, six years later it was terrible, communication was rare. To start I made an appo Virginia Beach location. The first time was great which was in 2020, six years later it was terrible, communication was rare. To start I made an appointment to see a specific truck. When we got there no sales person was assigned to us, I get it you all are busy…(selling 700+ vehicles a month at this store,I was told several times) finally got a sales person. The truck was not ready. When the truck was brought to the front to view & test drive, the driver side rear quarter panel was caved in from hitting another vehicle on the lot when being pulled out of its spot. We still looked at the truck and test drove it. The interior smelled like the previous owner chain smoked inside and CarMax did nothing to get rid of the smell. Also they did not vacuum the interior. We were told the don’t do interior cleaning and minor vacuuming. This is the truck we needed and wanted so we went forward with purchase. The sales person told us that the body work was no problem and could be repaired in a week. 2 weeks later the damaged are was repaired, I got pictures after inquiring several times. The damage to the quarter panel was fixed and looked good but they installed the bricked scratched trim back on, told them about it and they finally agreed to replace. Another week and a half goes by and trim is replaced. Noticed that they only replaced 1 part of a 3 piece trim for the wheel well, I noticed that the rear piece attaching points were broken and not secured properly. So the ordered the piece of trim, another week goes by and I called to see if it has been received and finally it has. I went to pick it up and bring home so I can install myself. When I get it home it’s the wrong piece, it’s for a single wheel not a Dually rear quarter panel… so instead of contacting CarMax I just looked up the part myself and ordered it and received & installed in 2 days. I also detailed the interior to remove all smells of the interior myself. This CarMax location has become one of the worst auto dealerships I have ever dealt with. It is very disappointing. More

Definitely not the top on the list but isn’t bad either. Compared to buying a car from the Mercedes dealership being their top priority isn’t on the top of the list especially after spending over 45K on a v Compared to buying a car from the Mercedes dealership being their top priority isn’t on the top of the list especially after spending over 45K on a vehicle, I wasn’t even offered a cold bottle of water while I waited the 4 hours. More

I had the car shipped here from Tennessee. Supposedly it went through 125 point check there and 125 point check here. I picked the car up and after I got home, I realized that two of the butto Supposedly it went through 125 point check there and 125 point check here. I picked the car up and after I got home, I realized that two of the buttons on the remote did not work the top two buttons the lock button and the remote start so my husband and I thought maybe the battery was weak so we opened the remote to find it completely corroded on the inside I have pictures if you’re interested in seeing what it look like or you can ask your key guy at this location.Unbelievable. out of two 125 point checks those two things were missed both times when the car was in Coral Springs, Tennessee. I got a message saying that there was a mechanical issue with the car I suspect now that when they put it on the car carrier and the person got out, they went to lock it, and the lock button was not functional but rather than take it back off the car carrier they sent it here anyway.A couple of days later I got another message from CarMax that said there was nothing wrong with car. That may have been discovered before the purchase, but no one showed me how to work any of the features on the vehicle. My daughter came over and showed us how all the features worked Very disappointing. They have since replace the key fob at no charge to me. Both sales associates that helped me were polite and knowledgeable with CarMax company details finance options(I paid cash) how the extended warranty would work the ten-day return policy of 30 day guarantee etc. When Matthew handed me the keys, I had my husband drive home because I was not yet comfortable behind the wheel. More

The most difficult part was choosing a car. Robert made the process quick and easy. Robert made the process quick and easy. More

Second purchase from CarMax, both excellent cars at good price. Everything about the transaction is transparent: all of the information about the car incl good and bad, which I supplement with a CarFax, ful price. Everything about the transaction is transparent: all of the information about the car incl good and bad, which I supplement with a CarFax, full photos incl. scratches, exact cost of moving it from another CarMax which gives you national reach for what you want. Ten day return with time to take it to another mechanic, get used to it, and 30 day warranty beyond that, eligible for extended warranty purchase, etc. Two years after my first purchase a problem came up in re. the car's failure of a state inspection for a reason that was not a problem in the state it came from. CarMax reimbursed my cost to fix the problem (250.00) even though it was no longer under their warranty (be aware that cars from one state may not pass inspections in another state, in essence I was sold a car that was illegal in my state) . Current purchase deemed excellent by the Toyota dealer serve dept. I took it to, with 112000 miles. -- Driving me nuts: The dealer prep for the car included spraying interior with an obnoxious perfume. Still there two weeks later, but hopefully receding. To CarMax: don't do that. It cheapens the car and it smells awful. More

They had the car I wanted and I bought it but check out was impossible. It took way too long and I was paying cash. was impossible. It took way too long and I was paying cash. More

The dealership was very clean. Everyone was nice and friendly. I would recommend this CarMax. Everyone was nice and friendly. I would recommend this CarMax. More

I had a great experience with CarMax. The entire process was smooth, professional, and much easier than I expected. Joe was friendly, knowledgeable, and made sure I understood everything The entire process was smooth, professional, and much easier than I expected. Joe was friendly, knowledgeable, and made sure I understood everything throughout the process. I truly appreciated the excellent customer service and would definitely recommend CarMax to anyone looking for a stress-free car-buying experience. More

Bonnie Owens is the absolute best! This is the fourth car we've purchased from her - and if we need another one, we'll absolutely come back to her. One minor issue - service did This is the fourth car we've purchased from her - and if we need another one, we'll absolutely come back to her. One minor issue - service did not fill up the car before we left. We didn't notice, and almost ran out of gas on the way home. But this was only a small issue on an otherwise fantastic purchase experience. More