CarMax

One headache after another. So many issues to cover. First I had a car shipped from out of state based on the pictures. I was willing to accept the condition based on the pi So many issues to cover. First I had a car shipped from out of state based on the pictures. I was willing to accept the condition based on the picture, but when the car arrived, it was in much worse condition. I was refunded the shipping cost ($800) after I pointed out the damage and was told not ship cars from other states because of this exact issue. I did find another car in CarMax's inventory that fit. I looked it over, and it was in pretty good condition. Although I did find some issues that were not pointed out in the pictures, it's not something you would typically notice. I took it and didn't complain. Ok, after driving it for a few days, I noticed the brakes were pulsating after you got on the freeway, and the steering wheel was off. I had Carmax look at it they said the rotors need to be turned and the pads need to be sanded down. So I scheduled an appointment for the following week. A few days later, I went out to my car, and it wouldn't start, and the alarm kept going off. I got the car jumped to start it. Now the back passenger door says it's open, so you get a warning that the door is open, and the interior lights turn on and off as the door opens and closes. Here is the fun part: the alarm kept going off, which is why the battery died. I parked it at home and the alarm kept going off. So I had to disconnect the battery. When I went out to drive the car to the dealership. I found out the manual latch was not connected, so I couldn't open the door. I called a locksmith to open the door and the inside door latch was also not connected. So we couldnt get into the car. And the door was damaged by the locksmith. When I called Carmax, they said yeah, it's an issue with buying a used car. Unfortunately, we can't do anything for 2 days. If you need to go to work, call Uber. I told him, "That's not going to work, and I'm going to stop talking, and your gonna work something out." he said our hands are tied without the car. Not much we can do, and the service manager isn't going to be in till Tuesday. At this point, I let him know I was about to walk to CarMax and hung up. On my walk over to CarMax in the rain, another manager called; I let her know I was almost there. When I showed up, the woman was very polite and said the first thing we are gonna work on is getting you a loaner. I asked for a good loaner, lol, she said we don't really have a big selection. She did reimburse me for the Lockout ($350) and was super nice. It really helped out with the whole issue and calmed me down really quickly. The GM came out at this point, I told him the whole story, and he was great! He really focused on my issues and wanted to create solutions, including buying a different car. I already been through so much and am starting to put money into the car. So ultimately I am keeping the car. Where we sit today, I been out of the "new car" for 10 days, and the update from the Lexus Dealership is that the part is on order and will be available 7-21 days because the door actuator is on back order. And the actuator was physically damaged. Overall, I would give them 2 or 3 stars for the customer service, but with all the issues and hassle, I have to put it at 1 star. So more people see the review. I would really say be careful buying used cars in general. I don't know what training or how thorough the used car inspections are at Carmax. Two cars with damage slipped by their inspection. When I get the car back, I'm going to have to pay the dealer to do an inspection just to be safe. I asked if they did the 30k service I didn't get a clear answer . So I will have to do that More

I had a wonderful experience. Pretty quick and easy. Also witnessed someone trying to trade in or sell a vehicle to car max while waiting. Apparently the vehicle didn’t meet car Pretty quick and easy. Also witnessed someone trying to trade in or sell a vehicle to car max while waiting. Apparently the vehicle didn’t meet carmax standards. The owners didn’t seem happy but it assured me that your company has high standards. I will definitely refer and return in the future. Beats trying to haggle with a salesman. Thank you Carmax! More

Zachary was the best. He helped me with everything I needed to do.. He was very helpful. He helped me with everything I needed to do.. He was very helpful. More

This CarMax dealership made our car-buying (and car-selling) experience so incredibly easy! They took away the stress we experienced at other dealerships. Their no-haggle policy and pricing = wha car-selling) experience so incredibly easy! They took away the stress we experienced at other dealerships. Their no-haggle policy and pricing = what you really pay were so helpful! There were 2 issues with the car that they hadn't noticed, and they fixed them for us. The interactions with everyone - from the welcoming/scheduling to the salesperson to the finance manager to the repair center were all wonderful! It was a very positive experience! More

Dealership is very friendly and service is great! My salesman Matthew Mari was very helpful working with me to make informed decisions on my purchase, I highly recommend him to help you on your next My salesman Matthew Mari was very helpful working with me to make informed decisions on my purchase, I highly recommend him to help you on your next purchase! More

Another great experience purchasing a new to me vehicle through Carmax. From finding a car, shipping it, having time to test drive it, and fixing any issues without hassle Carmax truly takes the stress and through Carmax. From finding a car, shipping it, having time to test drive it, and fixing any issues without hassle Carmax truly takes the stress and uncertainty out of buying a used car. More

i am a repeat customer. , having purchased or traded 5 cars with CarMax since 2019. My experience has been fantastic for the last 6 years. The staff is friendly and helpful. , having purchased or traded 5 cars with CarMax since 2019. My experience has been fantastic for the last 6 years. The staff is friendly and helpful. My most recent transaction is a Honda Ridgeline from the Puyullup store. Matthew worked my trade and purchase. He is thorough and expeditious. Thanks Matt! More

We're very helpful and knowledgeable. Would recommend them to everyone. Got all the paperwork to me and completed and promptly delivered the vehicle. Would recommend them to everyone. Got all the paperwork to me and completed and promptly delivered the vehicle. More

Experience was outstanding! From Dante Tate on phone to Rocky at dealership. All great people! From Dante Tate on phone to Rocky at dealership. All great people! More

I’d first like to say CarMax has great options and some great people who work there. I worked with a number of people including one of the managers and thought they were great. Rocky helped me through the great people who work there. I worked with a number of people including one of the managers and thought they were great. Rocky helped me through the car buying process and I regret to say she was less helpful. I feel like she didn’t understand my needs and concerns and I often felt like an annoyance to her when trying to express these things. I even expressed concerns about the brakes on my car. I said that I’d like to move forward buying the car but would like the brakes looked at first. She informed me that it would take an extra week or so for that to happen and she insisted they were probably fine but she could submit a work order and have them checked. I had her submit the work order and then waited for a week to hear back. After that time she reached out and told me that the brakes were bad and they replaced them all. I thought that was great and worth the extra time it took to get a vehicle, even if it cost me extending my rental. I moved forward and purchased the vehicle. I took it to a third party mechanic for an inspection to make sure everything was running alright and they informed me that the brakes were not new. I then asked Rocky for paperwork on the repair she told me was done. She went on to tell me that she was dishonest and continued to blame everyone else for the mistake, and only offered me $25 per brake to get them fixed in future. I felt as if the dishonesty was hurtful and nasty. Also I am very well aware that $25 will not get my brakes fixed in the future so that was also upsetting. My vehicle has a brake monitoring system and that is also not working. I expressed concerns about that and she had me talk to the service manager. He understood my issue and was very kind. He scheduled me in to get it checked. My wife took the car in and was working with a lady there. Everything went well until Rocky pulled the lady away from the conversation with my wife. I don’t know what they talked about but when the lady came back to talk to my wife, she dismissed my wife’s concerns about the brake monitoring system and was short with her. My wife thought her mood change was odd and wondered what Rocky had told her. She told my wife that I wasn’t descriptive on what was wrong with the car and that they wouldn’t help us. It wasn’t until the service manager intervened and said that I was descriptive and he knew what I was talking about and that he had parts ordered for us. It seems as though Rocky has been a sore point in this whole process. Everything else has been great and we’ve like all other people that we’ve dealt with. I would consider buying from CarMax again but never want to deal with Rocky. She made the experience painful. More