CarMax Reviews Summary

Customer Service

Pros:

• "Staff is generally friendly and helpful."
• "Everyone was helpful and courteous."
• "The staff here is friendly and accommodating, the process was simple!"
• "The staff and sales people were friendly and efficient."
• "Everyone was very friendly, fast and efficient."
• "All staff were very friendly, polite and helpful."
• "The employees could not have been nicer and more helpful."

Cons:

• "They need to have better communications with their customers as well."
• "The service manager didn't have the character to contact me at all even after two visits trying to remedy the situation."
• "He was also very snarky and came off arrogant, highly untrustworthy and treated me like I was stupid."
• "Not only did my salesman have one of the worst ‘I really don’t want to be here right now and you just ruined my day by showing up’ attitudes."
• "The customer service experience varied wildly. Some people were great, others were a nightmare."
• "Sales team told me information that was false."
• "Customer service just isn’t there, was greeted at the front desk, sales person came and asked how much we were looking to spend and decided it wasn’t worth his time and walked away."

Buying Experience

Pros:

• "Our entire experience as good as we could imagine! Thank you CarMax!"
• "Best car buying experience yet."
• "Our whole experience in the dealership was super smooth…I didn’t even feel like I was at a dealership."
• "They are really great at ensuring that customers are informed, know exactly what is being offered and feel none of the pressure that you typically feel at other dealers."
• "The entire process was entirely simple. A very accurate appraisal, friendly, staff, and painless in and out the day of."
• "True prices, excellent customer service and just overall a wonderful experience!"
• "This was a great way to purchase my dream car."

Cons:

• "I spent a total of 15 minutes dealing with associates and the rest of the time waiting without any update or approximate time frame."
• "If I wanted to buy a car from car max after selling my car I wouldn’t have had the energy to wait around any longer having no idea how long that process would take."
• "It seemed after they sold me the car they didn't care too much about providing any kind of communication about the rest of the process."
• "Overall this was NOT a stress free buying experience, which CarMax ‘guarantees’."
• "It’s taking a lot longer to finalize the sale than we had expected."
• "Never buying a car from them again. It’s a joke."
• "I would never recommend this location."

Vehicle Condition

Pros:

• "After the appraisal, I was so shocked to see that they matched my appraisal online and there were NO HIDDEN FEES!"
• "My shipping cost were reimbursed."
• "They gave me exactly what was quoted very impressed."
• "The car was exactly as we saw it in the pictures and the price was very affordable."
• "We were very pleasantly surprised when they inspected our car and offered us 100% of their online appraisal."
• "The vehicles themselves have been great as well, advertised and presented fairly and have proven quite reliable so far."
• "The online appraisal from CarMax was more than 3x what the dealer initially offered, and over $1,000 more than their competitor."