CarMax

Gather round, future car buyers, because I have a tale. Pour something strong. I saw my dream car — a BMW Z4 — advertised twenty minutes from my house at CarMax Texas Stadium in Irving. I came, I saw, I Pour something strong. I saw my dream car — a BMW Z4 — advertised twenty minutes from my house at CarMax Texas Stadium in Irving. I came, I saw, I financed. Walked out a happy man, ready to sing CarMax's praises from the rooftops. The car failed within 48 HOURS. It then sat in their service bay for OVER A MONTH. What followed was six weeks of being ignored, passed off, and ghosted; six weeks of manufactured deadlines designed to pressure me; six weeks of being told the part I needed was on worldwide backorder with no timeline whatsoever. Plot twist: I — a guy with Google and a working phone — found the part myself, at a parts supplier in Washington State. I was told, essentially, to stop being silly and let the grownups who know the car biz keep looking. Then that same unfindable part magically materialized in the hands of Will, the service manager, WHILE I WAS ON THE PHONE WITH HIM. The BMW Continuum works in mysterious ways, apparently — mostly when a customer starts quoting Texas consumer protection law. And Will's grand finale, after six weeks of this circus? It might maybe possibly be done tomorrow. No commitment. No apology. A wishy-washy shrug at the finish line of a marathon THEY made me run. So I asked for the bare minimum gesture of goodwill — a year of oil changes, or a second key so I could actually program my own car. Oh, only Caleb, the general manager, can approve that. Great, let me talk to Caleb. Caleb's on vacation. We don't know when he's back. The buck stops nowhere. It just goes on holiday. Their legal team? Took TWO WEEKS to respond, only to hand me the exact same answer they'd given two weeks earlier. That's not diligence, that's a stall tactic with a law degree. And the damage isn't just time. Because they sold me a car that immediately died, I had to explore other financing — credit pulls that hurt my score so badly that CarMax's OWN finance partners then told me my credit was no good. No good for a new loan, but perfectly good enough to keep making payments on the broken car they sold me. Make it make sense. One genuine bright spot: Paola in Customer Relations at the home office, who fought for me inside a machine seemingly designed to prevent anyone from helping anyone. She deserves a raise and hazard pay. She is a hostage of the same siloed dysfunction the rest of us are — a company where no one can authorize anything, everyone defers to someone unavailable, and departments refer to each other as outside partnerships. That's not a business, that's a hostage situation with a logo. I spent my career running customer operations for companies on three continents. I know what good service looks like. I know what broken operations look like. This is the latter, wearing the former's name tag. My car is allegedly, maybe, possibly fixed. My complaint is not. If you shop here: document everything, know your rights under the Texas DTPA, and pray your car doesn't break — because if it does, you'll need the patience of a saint and the persistence of a debt collector to get anything resembling accountability. One star, and honestly, that star belongs to Paola. More

I really enjoyed that most of the paperwork was done before I got to the dealership. The customer service was superb from start to finish. Will come back to buy another car. before I got to the dealership. The customer service was superb from start to finish. Will come back to buy another car. More

I am beyond thankful & I cannot recommend CarMax enough! I spent about 4 months on their website researching different cars, comparing options, and getting pre-qualified because I wanted to make sure I foun I spent about 4 months on their website researching different cars, comparing options, and getting pre-qualified because I wanted to make sure I found the right fit and didn’t settle. In the end, I walked away with the literal PERFECT car for me. A huge thank you to Cindy — she truly made this experience what it was. She actually listened to what I wanted instead of trying to push me into something just to make a sale. She was incredibly patient, answered all of my questions, and never made me feel rushed or pressured. I appreciated that she respected my timeline and helped me feel confident every step of the way. Buying a car can be stressful, but Cindy made it feel exciting and easy. If you’re someone who wants to feel heard and supported instead of pressured, definitely ask for her. Thank you CarMax and Cindy for helping me find exactly what I was looking for! More

I was in and put of there within a hour. Most places you are in there for hours buy they had everything taken care of. Only thing that made it last longer was I put more money down and the p Most places you are in there for hours buy they had everything taken care of. Only thing that made it last longer was I put more money down and the paper was already done before I got there. She answered all the questions clearly. Very transparent about all the questions I had. More

I can thank Aqua enough for the wonderful job she has done in helping me find a car. done in helping me find a car. More

Blaine was the salesman I used and he was so efficient in he purchase of my auto we decided to buy a second vehicle also. Everything was done very quickly and very professional. Carmax is the only one i he purchase of my auto we decided to buy a second vehicle also. Everything was done very quickly and very professional. Carmax is the only one i use for purchasing autos from. We have purchased 4 vehicles from carmax over the years. I can't stand the run around you get from a dealership More

The Arlington CarMax team (at the Anderson Boulevard) is friendly, attentive, and professional. They made sure everything was perfect with both vehicles we purchased from them recently. We have purchased friendly, attentive, and professional. They made sure everything was perfect with both vehicles we purchased from them recently. We have purchased quite a few vehicles from CarMax in the past and our experiences with them this past month was the best! More

I absolutely love the Arlington CarMax location! From day one, I have received exceptional customer service and outstanding treatment from the entire team. Everyone has been professional, friendly, From day one, I have received exceptional customer service and outstanding treatment from the entire team. Everyone has been professional, friendly, and genuinely committed to making the car-buying process a positive experience. I truly appreciate the care and attention I received and would highly recommend this location to anyone looking for a stress-free and enjoyable experience. More

After a initial confusing process. We came in and test drove a vehicle on a Saturday. We asked if the vehicle can be held for us until Monday because our credit union wasn't open at th We came in and test drove a vehicle on a Saturday. We asked if the vehicle can be held for us until Monday because our credit union wasn't open at that time. The CarMax sales representative told us that they didn't hold vehicles. The only way we can get it thst same day is that we had to finance with them. With my good credit their apr offer was outrageous. We left with a buyers order. We quickly got in contact with our bank for financing that followingMonday. The paperwork was almost finalized we just needed carmax signatures and to release the vehicle. We got in contact with carmax and told us that the vehicle was already sold. We came to find out that carmax does offer a 3 day hold on vehicles. After an awkward conversation they carmax decided to sell the vehicle to us and sign the needed documents. The representative lied to us and wanted us to finance with them instead with our credit union. Afterwards the process went smoothly. It was a bit awkward but glad we managed to get the vehicle. More

As first time car buyers and women we were a little nervous to do so. We absolutely loved Derek Morris and will being coming back in the future to deal with him! nervous to do so. We absolutely loved Derek Morris and will being coming back in the future to deal with him! More