CarMax

I rarely leave reviews, but after this experience, I feel obligated to warn other customers. Yesterday, I helped one of my employees, a 22-year-old first-time car buyer, purchase a Ford Mustang through Ca obligated to warn other customers. Yesterday, I helped one of my employees, a 22-year-old first-time car buyer, purchase a Ford Mustang through CarMax. He completed the entire online purchase process, uploaded every requested document, and worked directly with Sales Consultant Carlos Fernandez. After reviewing everything, Carlos specifically told us that the only remaining document needed was one pay stub. We confirmed this multiple times because we had a 1½-hour drive to the dealership. Carlos and the online portal both confirmed that a single pay stub was all that was required. When we arrived, Carlos asked us to wait while he helped another customer. We patiently waited about 20–30 minutes, which wasn’t a problem. Unfortunately, everything changed once he finally sat down with us. Without warning, Carlos informed us that we now needed three months of bank statements because the pay stub did not display the pay period start date. The pay stubs are generated by my company and simply don’t include that information, but anyone looking at the consecutive pay stubs can clearly verify continuous employment. We even offered to log directly into the payroll system to verify everything in real time. Instead of trying to help, Carlos became dismissive and difficult. We were treated like an inconvenience rather than customers. His attitude made it seem like he simply didn’t care whether we purchased a vehicle or not. When we asked to speak with a manager, the experience became even more disappointing. Rather than acknowledging that we had driven 90 minutes based on information provided by CarMax, the manager immediately became defensive, talked about his 17 years in the industry, and lectured my employee that “99% of people have bank accounts” and that if he wanted to buy a car, he needed to get one. There was no apology for the conflicting information we had received and no real effort to make the situation right. What frustrated us most was that the explanation kept changing. First it was supposedly CarMax policy. Then it became the lender’s policy. Then we were offered another lender that allegedly didn’t require bank statements—but suddenly required nearly double the down payment. From a customer’s perspective, it felt like the goalposts kept moving after we had already made the long drive based on the original requirements. Most disappointing of all was how my employee, a young Black man purchasing his very first vehicle, was treated throughout the process. Whether intentional or not, the interaction left us feeling singled out, unwelcome, and not treated with the same respect every customer deserves. A first-time buyer should be encouraged and guided through the process—not made to feel like they’re wasting everyone’s time. As a previous CarMax customer, I can honestly say this experience changed my opinion of the company. The poor communication, constantly changing requirements, dismissive attitudes, and lack of customer service made this one of the worst dealership experiences I’ve ever had. I hope CarMax corporate reviews this transaction, the communication provided before our visit, and the way customers are being treated at this location. I cannot recommend this dealership based on the experience we had. More

My family and I went to look at some vehicles without an appointment and someone was still available to help us. Mr. Carl Brinkley was very knowledgable about the vehicle we were interested in which we ende appointment and someone was still available to help us. Mr. Carl Brinkley was very knowledgable about the vehicle we were interested in which we ended up buying. A+ More

the sales person was very professional and helpful. I will highly recommend his expertise to friends and family I will highly recommend his expertise to friends and family More

Careless— Entered the wrong social security number for my application. When I returned to “fix” the matter, I was told it was my fault because I began my application online. I expected my online application application. When I returned to “fix” the matter, I was told it was my fault because I began my application online. I expected my online application to save everyone time if the team could verify everything was correct. Otherwise, what was I paying a dealership fee for? More

Great customer service Cecilia and Katy were super helpful with a lot of experience in the purchase of my new helpful with a lot of experience in the purchase of my new More

This dealer was responsive to my inquiry, shipped the car t the dealer , accommodated my schedule to have a test drive, and no pressure. The service agent was very helpful as well. I would definitely recom t the dealer , accommodated my schedule to have a test drive, and no pressure. The service agent was very helpful as well. I would definitely recommend CarMax. More

Great customer service. Incredible warranty and service plan! Made it seemless and easy! The vehicle was presented well and was gleaming! Incredible warranty and service plan! Made it seemless and easy! The vehicle was presented well and was gleaming! More

Tried emailing twice …had to fill out a review before anyone contacted me at all. I then responded to the email and not even a single response after weeks …too bad I guess they don’t want to sell cars. anyone contacted me at all. I then responded to the email and not even a single response after weeks …too bad I guess they don’t want to sell cars. More

They sell used cars at a higher price than a dealerships sell new:) Example: 2021 Model 3 Standard Range Plus Tesla $51,998 Tesla sells BRAND NEW at 44,980. Yeah, go ahead and buy at Carmax:))) sell new:) Example: 2021 Model 3 Standard Range Plus Tesla $51,998 Tesla sells BRAND NEW at 44,980. Yeah, go ahead and buy at Carmax:))) More