CarMax

Great attention to detail. The process was smooth and well done. The reps were awesome to talk to. Walked me through everything and I was up and running in no time. The process was smooth and well done. The reps were awesome to talk to. Walked me through everything and I was up and running in no time. More

Unfortunately, my experience was not pleasant. Although I received a fair trade-in value, the overall process was frustrating because I repeatedly received conflicting information from different e Although I received a fair trade-in value, the overall process was frustrating because I repeatedly received conflicting information from different employees. During my first visit, the staff were welcoming, and it was easy to schedule a same-day appointment. However, when I explained that I did not have the title because my vehicle was still being financed, I was told I needed to contact my bank to have the title sent to me before I could complete the transaction. My vehicle was placed on hold while I worked on obtaining the title. When I contacted my bank, I was informed they could not release the title because the loan had not been paid off. I later learned that the DMV, not my bank, was the appropriate source to contact. As someone unfamiliar with this process, I relied on the information CarMax provided and wasted valuable time because I was given incorrect instructions. The following day, another employee contacted me about scheduling an Express Pickup. I explained that I had been told I needed the title first. She informed me that CarMax could actually request the title on my behalf and that I would simply need to bring it in once it arrived in the mail. I was confused as to why this information had not been provided during my first visit. She also told me she would verify everything around 10:00 a.m., follow up with me, and send me a payment link for my down payment. By 2:00 p.m., I had still not heard anything. I had already submitted my insurance information and was waiting for confirmation before making the hour-long drive. At 3:00 p.m., after contacting CarMax again, I was told they were still reviewing my trade-in. I called because I no longer trusted the information I had been given and wanted confirmation that I would not be driving over an hour unnecessarily. Finally, around 4:00 p.m., I was told everything was approved, and I could come to the dealership. As I completed the paperwork, I realized no one had discussed warranty options with me. When I asked, the employee assisting me was surprised this had never been reviewed. We had to stop the paperwork and go over the warranty packages before I could make an informed decision. Eventually, everything was finalized, and I drove home with my new vehicle. CarMax advertises a 10-day return policy. After driving the vehicle for a week, I realized it was not the right fit and returned on day seven to exchange it. During my return visit, I worked with another employee. I also realized very little time had been spent explaining the vehicle's features. After selecting a different vehicle, I specifically asked whether I would need to make another down payment. I was told "no." Had I been told there was even a possibility that additional money might be required, I would have returned another day prepared instead of continuing with the transaction. After everything had already been processed, the employee informed me that the lender actually required an additional down payment. By that point, my previous transaction had already been reversed, and I was told that if I wanted to keep my original vehicle instead, my credit would likely have to be run a third time. Fortunately, I was able to come up with the additional funds. I then asked if I could receive a payment link, as another employee had previously told me that was an available option. This employee stated they did not offer payment links. I asked him to verify because I had already been told otherwise. After speaking with the manager, he returned and said they could send a payment link, but only after I provided a screenshot of my bank account showing that sufficient funds were available. I found this request unnecessary. If there were not enough funds in my account, the payment simply would not have gone through. Requiring me to provide a screenshot of my personal bank account before allowing me to make a payment felt invasive & discriminatory. More

Friendly staff and great customer service. My sales person was extremely helpful and knowledgable about the vehicle. I never felt pressured into buying. Thanks Warren! My sales person was extremely helpful and knowledgable about the vehicle. I never felt pressured into buying. Thanks Warren! More

It was welcoming, bright and spacious. Refreshments were available for waiting clients. The associates were great. Refreshments were available for waiting clients. The associates were great. More

Dealership experience was nice. Car had a bad battery that I had to replace week after purchase. Also they mounted the front plate crooked into the bumper. Overall decent experience Car had a bad battery that I had to replace week after purchase. Also they mounted the front plate crooked into the bumper. Overall decent experience but wish battery and license plate were handled better. More

This was a great experience as Carmax’s service center helped me identify and solve the problem relating to my vehicle after 2 weeks of purchase. If you are contemplating getting Carmax maxcare do it befo helped me identify and solve the problem relating to my vehicle after 2 weeks of purchase. If you are contemplating getting Carmax maxcare do it before leaving the lot with your new vehicle. More

Possibly one of the worst car buying experiences I have ever had. Registered for express pick-up, uploaded everything before I arrived, was not financing, did my trade-in value the day before. I did every ever had. Registered for express pick-up, uploaded everything before I arrived, was not financing, did my trade-in value the day before. I did everything right and the transaction took 3.5 hours from the time I got in front of an associate. More

This was a very reassuring, empowering experience from finding the car online to a wonderful test ride, which was quite a bit longer than 20 minutes, but convinced me of the compatibility between the car finding the car online to a wonderful test ride, which was quite a bit longer than 20 minutes, but convinced me of the compatibility between the car and myself, to being able to purchase the vehicle by writing a personal check. It was a stark contrast between my prior experiences, when I was subjected to various forms of pressure, ranging from being offered totally different vehicles, to having to take a day off work to get a certified check at the bank. The entire process was clearly explained and the final cost, including taxes, registration and various other fees was calculated and stated upfront, without being held in reserve to ambush me at the last moment. The whole process, from the test ride to taking the car home with full registration and inspection certification took two days, and quite possibly could have been even shorter. All the salespeople I encountered were pleasant, polite, efficient and accurate, warmly interested and nice to talk to. I can sincerely recommend CarMax as the best place to obtain a used vehicle. Many thanks!!! More

I had a very good experience except when you removed the hold from the car hold from the car More

There are some things that went wrong They weren't ready for me on the day I was scheduled to pick up my car. I was there from 9 as to 4 pm ..apparently there was no communication between the seller and the for me on the day I was scheduled to pick up my car. I was there from 9 as to 4 pm ..apparently there was no communication between the seller and the pick up location Then the check engine light came on with a screen message about a blocked sender. I've been given a loaner car and I'm hoping to pick up my Nissan as soon as it has been properly serviced and diagnosed. More