CarMax

Reviews 3

LA

Lauren Thompson

I spoke to a representative (Ill leave his name out) at the Clackamas location in Oregon several times before making the decision to transfer an SUV from Austin, Texas. I relayed that I was looking for a newer 2015 + SUV that had a very clean exterior and interior. I was told prior to committing to this SUV that it was spotless. Had no dents, dings scratches or interior damage. So I paid the $899 transfer fee. When the car arrived I had to schedule my 4 hour trip to carmax around my sales rep work schedule, which inconveniently enough was causing me to take 2 days of travel during the week for me to get there and back resulting in me having to take off 2 days of (unpaid) work. I had to bring my 18 month old baby with me since I have no one to watch him at home overnight. I had to pay for a nanny to be with me on this trip to help and everyones hotel and food accommodations for the two day trip as well. Upon arriving to Carmax I was told and shown one ding and a torn leather seat on the passenger side that was not disclosed to me before committing $899 to the car. The perforated leather seat had been melted back together looking like one big leather glob on the seat, which my sales rep said was to their standard. Walking around the car there were a ton of scratches all along the sides as if the owner had pulled the car down a driveway with tree branches on either side of a driveway. The car looked like it had been keyed (about 4 inches) on the drivers side back passenger door and then filled back in with touch up paint. There were multiple dents and dings and places that carmax had poorly tried to touch up. The side mirrors on both sides had chunks of paint taken out. The top of the bumper on the trunk looked like the owner had dragged their cargo out of the car without even trying to respect the car. The steering wheel would not adjust up or down or pan out or in like it was supposed to. The car was misrepresented entirely. I paid hundreds of dollars in gas, hotel, food, 2 unpaid days from work, paid for a nanny to travel with me, and spent time to come to carmax and got there and was told that my expectations were too high for a 2015. I currently drive a 2015 IS250 and own two other cars that have been maintained to a T. My IS250 looks brand new, has not one scratch on the interior or exterior and I use this as my daily driver. I understand that the car was used. And had I been informed of what I put $899 down for and was planning to buy was going to be so damaged I would have saved my time and money for another SUV. I am incredibly disappointed with carmax and the entire staff that helped that day. They made me feel bad for expecting anything other than what was there. They did not seem to care about me as a customer or the fact that they misrepresented the car and had wasted someones time and money. I took my business to Infiniti of Beaverton and purchased a 2014 QX60 at a higher price than what I was planning to spend at carmax. The 2014 I decided to buy has no body/paint damage and no interior damage. Not only will I not ever recommend carmax or be a customer, I will be sure others know of my experience.

TE

Teresa Rodden

FINANCE/BUSINESS DEPT KILLED FIVE STAR REVIEW! They were so close to earning a five-star review and the finance department killed it for them. Sharon, although two-weeks new, was a great sales gal. Super attentive and communicative. Stayed with us all the way through. Hugo our finance guy day of was also enjoyable to work with. I was not happy with the interest rate that Carmax finance offered us, but both Sharon and Hugo said no problem. You have three for free. This means they hold the paper work for my lender to come through. Fantastic! This was in a Sunday afternoon. Monday morning at 8:15 am I secured a loan with a rate over two pints lower. Carmax business office doesnt open until 10 am. 10:00 I call and give them the heads up Im facing over a DLR from my credit union and ask is there anything else I needed to do? They said no. Twenty-four hours passed I didnt hear anything so I called my CU-- they havent heard from anyone. I called Carmax. They said my CU had fax issues last week so theyll check and send it again. I wait until end of day and still my CU heard nothing. Theyve reassured me their faxes are receiving fine and they have not heard of any trouble in recent history. I ask for any other way to move forward and they give me an email. I follow up the next day and my CU only received two of the three requested docs and they are waiting to hear back from Carmax for the "signed sales agreement." I tell them I have it and my cu stayed on the phone with me as I sent it to her electronically to complete the loan. What could/should have been done in less than a day took me several steps and four days to complete. Sloppy and uninterested customer service in the finance/business office. Hugo gave me his card but he was never available when I called. I liked the one-person sales process. I like that they have a huge variety. I would buy another car from them, but only with my own personal financing. If I couldnt find my car of choice elsewhere.

BE

Becky Johnson

First my co-worker, also a female, divorcee trying to clean up the aftermath of her credit, went to the Beaverton dealer and had a great experience and told me about it. This gave me the courage to do it as well. No haggling, no sleaze, no weird power plays. Ive had sales people in the past actually point out things like "passenger seat has a visor vanity mirror!" ?? "We can get this in a prettier color." Or get angsty with me when I insisted on checking the fluids in the car (transmission fluid ended up having a lot of metal shavings in it!) I had a lot of anxiety about this...and really didnt want to deal with the sleazy sales monkeys. That, and no one wants to face the percentage rate and possible denial of the bad credit score. Its a messed up world that you have to go IN to debt to clean up ones credit. So, if youre looking at any of those cons on your list of shopping, this is the place to go. I got David Hove as a random "whos up next" when I emailed. David happens to be a 10 year employee, husband, dad, super mellow and casual - let me drive and look at everything I wanted to..we just strolled around on a quiet weekday and looked at everything. David ran my preapproval through multiple lenders at once so I got the best rate that I could, then HELD the car for me as I took 3 days to get some missing paperwork together. Seriously. My last car was a loaded Honda Odyssey off the lot new, pre approved with perfect credit, and this was by far FAR FAR a better experience. they didnt give me bupkis for my Honda as a trade in, but I honestly got a great deal on my Nissan, a rate that I can live with for awhile as I build my credit back up, and no anxiety/pressure/icky. I really needed that most.