Category: | Used Car Dealer |
Address: | 16411 Shady Grove Rd, Gaithersburg, MD 20877, USA |
Phone: | +1 301-947-9790 |
Site: | carmax.com |
Rating: | 3.7 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 9AM–9PM 11AM–7PM |
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A Private User
I have bought 3 cars for carmax in last 7years. Went to but our 4th and had a horrible experience. Went on a Friday just to browse and was helped by John Kelly. He was great and patient, however since we werent planning on a same day purchase we didnt have the title to the trade in and arranged to come back next day. We unfortunately arrived after John had left and had Dion assist us. Dion ran into a question regarding how to input a second job when processing the financing and called over the Manager Ayo. This guy is horrible excuse for a manager who needs training. He instructed Dion to input the biweekly earning amount a number that was significantly different that was shown on the paystubs presented. Which concerned is because it made absolutely no sense why he would disregard the amount list on the paystubs presented. When questioned he got defensive saying that he had done this for years. That the amounts are input based on YTD and divided by the number of weeks . My was got upset and said that this was not valid because weve never completed an application this was and would be inaccurate because she started part time for the 1st two months of the year. Manager got upset and walked away I left us to deal with Dion. We asked Dion what he thought and he said that he was under the impression that you used the amount that is listed on the multiple pay stubs as your bi-weekly amount. He went to look for the manager Ayo again and came back very disappointed saying that the manager was not going to come back to talk to us and that he was told that he needed to be retrained because he was not following procedure correctly. I saw the manager walk by so I approached him and asked him if I could please have his card so that we could talk later. He was completely standoffish, refused to provide me his card and kept saying that he was with a client and he could not help me. Appeared to me that he was upset that we questioned his knowledge so he decided to flex his authority. I was completely insulted so i went over to dion and asked for Ayos managers name. I emailed Jim Cioffi that same evening and texted John Kelly asking for assistance. John called next morning and asked what happened and said he understood our concern and wold get Jim to contact us. Ive spoken to multiple people that process financing applications and people at the new dealer where I decided to purchase a better car and in no way does what Ayo was doing make sense. Im afraid that Ayo is incorrectly processing financing applications. I have yet to hear from Jim, after 2 days. Im very disappointed that a mans ego and lack of customer service skills played a negative role in our buying experience. I do want to ad that the dealer appraised our car 2k less then the second place we went. I also overheard a guy in the other side ask a customer what they wanted car appraised before he started to explain the appraisal and it all seemed very sketchy. Mentioned numerous issues the owner seemed unclear or unfamiliar with. just seemed odd.
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A Private User
Ive waited to write this review so that I could have time to think about the entire experience. Having thought about my entire experience from test driving, purchase, service issues and management response, I would not purchase another vehicle from CarMax nor recommend it to others. The vehicle, after body work repair performed by CarMax, is fine so far. My husband and I test drove a 2014 Jeep Cherokee on November 25, 2014. After the test drive we were inspecting the vehicle. My husband noticed that the hood and front left panel were not precisely aligned. Initially, the sales agent said that this might just be the way it is, but on further prodding from my husband said that he would have someone in service take a look. The service member agreed that the left panel and bumper were not aligned. The report stated the vehicle was in no previous accidents. The sales agent explained that it may have been bumped during transit from Virginia Beach or on the lot. This seemed reasonable as the body work damage was barely noticeable. The sales agent explained that CarMax could repair the car, it would be ready by the following week, and in the meantime we could use a loaner from CarMax. Against my better judgment, I purchase the vehicle. The loaner provided was a 2005 Ford Escape. I got a call precisely one week later, stating the vehicle would be ready the next Monday. That Monday came and was told the vehicle would be ready Wednesday (2 weeks since I purchased the vehicle). According to the service technician and manager, the auto body shop to which they took the vehicle had a backlog of work and there were continuing issues with the bumper replacement, paint, etc. The car was finally ready for pick up the next Friday, 16 days from the date of purchase. My husband and I inspected the car, the body work was done well. We returned the loaner, gas tank full as they requested. However, when we started the purchased vehicle the gas tank was not full as they promised it would be. I informed the service manager who did fill the gas tank. Having the gas tank full or not is not the real issue; however, it was indicative of my entire experience at CarMax: Not meeting stated deadlines and expectations with no consideration except for an endless slew of apologies. Moreover, I havent even received a call from anyone to see if the vehicle is meeting my expectations. A call would have been a nice and professional gesture considering the issues CarMax had in delivering my vehicle to me.
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A Private User
Wow. Ive been buying used cars for over forty years. Carmax is a fixed price dealer, so I cant work my negotiating magic. That said, we saw a half dozen F-150s at other dealers and were less than impressed. We found the perfect truck here at a fair price. Even more important. No one and no product is perfect and the real test of a dealership is how they react to a problem. Ten days after I bought it, the truck started to make a rattling scraping noise in the wheels. I took it in without an appointment and was given an appointment a week later. When the receptionist saw that I was concerned about waiting that long, she asked the service manager if he could arrange a mechanic to test drive the truck to make sure waiting would be okay. They were short a mechanic, so the service manager did the test drive himself and immediately diagnosed the problem. He assured me that they would take care of it right away or provide an equivalent loaner if it would take more than a short time (I was transporting a large sign at the time). They found a loose piece of metal rattling around in the brake rotor and fixed it right away. After doing a complete inspection of the brakes, they found another problem with a brake pad. They replaced that, too, while I waited. Even though they had to order the pads from outside, they arrived within a half hour. I arrived with an unknown problem and no appointment. Two hours later, I was out the door with that problem, and another problem, fixed. The charge? Not a thing. All covered in the Carmax thirty day warranty. No deductible. No argument. No hassle. I am immensely impressed. We will be back and will recommend to friends and family.