CarMax

Reviews 3

B.

B. Lemon Peel

Close to three weeks ago, I purchased a pearl white 2013 Lexus convertible 350IS of my dreams. I will not use this forum take pot shots at the associate whose lackluster performance almost caused me to walk away from my chariot, but to praise those who had my back, and whos exceptional efforts continue to make me a loyal Carmax customer. FLASHBACK (THE BAD): Two days after I made my purchase, I was in Europe on holiday when I got an email from the sales associate stating that, Carmax had learned my car had a salvage title against it -- a term that is used for cars that insurance companies deem damaged beyond repair. He informed me that Carmax must buy the car back... you can imagine how traumatic this was for me! I called the general manager directly and was transferred to Reyna Dunivant, who couldnt have been more helpful, more understanding, more professional. She recognized the frustration I was feeling, and not only lined up the test drive of a 2013 Lexus 350 ISC , but, knowing from my files that I had most recently come out of a Mazda Miata, suggested having a 2014 Miata with only 15K miles on the lot, as well as a 2015 Infiniti G37 convertible with only 5K, that she believed I would like. Clearly Reyna understand customer satisfaction. Not only did she offered me A CAR, but a full range and wide choice. My wife and I drove down on Sat, expecting to deal with the original associate, not our first choice since he had proved to be more of a hindrance to solving our problem than an actual solution... but I needed a car and just wanted to get this done... Which is when we had the next great surprise. Not only had Reyna wanted us to find the right car, but to be 100% certain our experience was a spectacular one and she had arranged for us to be helped by her A TEAM!! Jon-Michael Smith and Ron Straker. Dealing with these two pros was like Day and Night. They knew all three cars inside out, had test driven each of them that very day (unlike the first associate who spent over a half hour trying to figure out how to lower the convertible roof, before I finally went for help!) They both recognized our aggravation with the process, and did everything possible to make the day work for us!!! Both my wife and I were each encouraged to test drive all three automobiles, and both Jon Michael and Ron treated my wife with courtesy and great respect. Both shook her hand upon introduction, and they answered her questions thoroughly and took her opinions seriously. They most certainly did not make us feel like "another sale" To my surprise, the winner was the Infiniti. Never saw that coming. Recognizing the travails we had been put thru, Jon-Michael, Ron and Reyna worked with us to make a very fair deal on the replacement, They were all well informed, supportive, made us feel like they were looking out for us. Because they truly were!!! I sing Reyna, Jon-Michael and Rons praises. Add the yellow bow as a cherry on top and you cant beat the way these guys pulled victory out of the jaws of defeat. End of day, these folks went out of their way to have a host of other options shipped down for us to test drive since there are no other Lexus 350 IS convertibles in their entire inventory. We ended up with a better car, that had lower miles, and a great price to boot. It truly is a no hassle experience with them that makes you feel customer service is actually a thing that genuinely matters. They took the lemons they were dealt and made lemonade. I LOVE my new automobile!!!! Its like new. Only better! This is why we buy from #Carmax... Thank you all.

CA

Catherine DuPont

As a former Executive Assistant/Office Manager in Beverly Hills, I am acutely aware of exceptional customer service. My Honda specialist, Jason Abbott (of Jasons Honda in Tujunga, CA), recommended I go to CARMAX to replace my beautiful 2010 Honda Civic that was totaled by a driver reading their GPS while driving through a red light. Jason told me he had personally purchased a couple of cars at CARMAX and suggested I go there first to find a replacement car. Knowing Jason as I do, I did as he suggested. Living in Pasadena, I went to CARMAX in Duarte, CA. Duarte CARMAX is the epitome of excellence in the customer service. Everyone I met there had a friendly and engaging manner. They actually made this usually stressful situation, FUN!!!!! Marilyn (the Sales Manager) came up to me and my 95 year old mother as we stepped through the door and asked if she could help us. She immediately introduced us to Robert Fernandez - my new, all-time favorite (and forever) Sales Associate. He found the car of my dreams in less than 10 minutes after I told him what I thought I wanted. Mind you, I was "looking". I had no earthly idea when I arrived that I would be driving this gorgeous 2012 Honda Accord SE home (far beyond my wildest expectations) AND at a price I could afford! Robert Fernandez is an absolute pleasure to work with; funny, easy going and very knowledgeable. He made the purchase experience so very easy, staying with us throughout the entire transaction. As anyone knows, when purchasing a automobile in California, the paperwork can be overwhelming. Robert introduced me to Deanna Bautista in the Business Office. She was extremely organized, made it a snap, explaining each form as we came to it. In no time at all, we were done. There were a couple of questions I wanted to discuss with the Service Department. Robert then introduced me to Manny Quinto, the Service Manager. Again, he was gracious and kind. Manny introduced me to Beverly Morimoto, who helped me further. Absolutely darling! Additionally, Beverlys follow-up to my questions, was excellent! Everyone at Duarte CARMAX is so HAPPY!!!! They make what has always been a daunting chore (purchasing a car, haggling over the price, frustrating beyond frustrating) into an absolute pleasure. I cant recommend them enough! Thank you all for your professionalism and for making this a FUN and REWARDING experience. LOVE MY CAR, LOVE CARMAX!

ST

Stephen Morgan

.As a repeat customer, I was looking forward to the same service and quality I received the first time. WRONG!! About 4days after I bought my car i noticed some concerns. I made an appointment with the service bay to repair the car as ADVERTISED. To my surprise the next day I received a call telling me that I needed to return to the dealer because the car had far too many issues for them to repair??? What?? The solution was either: BUY another car for more $$$ or get a refund.I paid cash for this car, so the thought of draining more $ from my savings account was not appealing. So, how does a car pass the 125 plus point inspection 4 days earlier and need to be taken back 4 days later?? Needless to say i was stuck and had to shell out more$$ to get a different car.The service manager Manny tried very hard to make a bad situation go from bad to better. He worked hard to turn my disappointment into a positive experience. The car seems to be much better BUT it had some minor concerns. This is where my bad review,turned good review, turns bad again. I was told my small issues required parts that would take a few days to order. That was fine except it has been nearly 2 weeks and nothing. I called today and have been given the phone tag run around with promises of 20 minute call backs followed with-" they gone home for the day" and me left starring at my phone waiting for it to ring. Remember, I paid cash for this car. So, what could have been a "save the day" review has turned into just what it is.......... I will share my experience with everyone the sees that Carmax logo on the back of my CARS-plural (remember,I am a repeat customer). But I guarantee it is not the experience Carmax wants me to share........