CarMax

Reviews 3

MA

Matt Strauss

My over all car buying experience was ok. I noticed there wasnt a lot of matured sales people but I didnt have a bad experience with the sales end. When i was 5 minutes from driving away, Carmax pulled my new car in for a wash and broke the side mirror off! I understand how accidents happen and did not get upset since they gave me a rental in the same model for me to drive around while the mirror was fixed. This ends my good experience. I first got a call the next day asking if I could bring my car back so they could get the part number of the mirror.... they had my car still on the lot. Then after nearly a week I had no call back so I called the service department. I spoke to Amber, whom could not give me an answer and said a mgr would call me back. Nearly 8 hours later I got my call returned and the message said the mirror was being painted and nothing else. That was a Friday. Saturday I called again and left a message asking again when my car might be done. It was Monday 2pm and I still had not received a call back so i called again. This time I spoke to Ambers cohort, and she said "oh yeah, your car is done." I told her I would be there at 4:30 to pick it up. So I get there on time and I wanted to talk to a manager. Bill was pointed out to me and greeted my nicely. I told him how I was upset about the lack of contact in regards to my new car and he apologized about the events. Bill told me Wes was in charge of service and asked if I wanted a follow up call from him since he wasnt in, I said yes. Bill then walks me over to service where I see 2 young women and a man named Vinny. Upon walking up to the desk both girls shot their eyes else where which angered me further. Vinny Smiled at me and I told him about my story thus far. I asked about my new car and he said it was right in front of the building and asked if I had things in the rental. He also asked if he could pull the rental up to transfer the items, I said yes please. I then asked him about the second set of keys that I was told was to come with my Elantra and he replied they were in the car. I smiled and walked eagerly to my car. After moving a few bags from the trunk Vinny drove off. I noticed the small scratch I asked to be touched up wasnt done. The broken mirror was on the passenger side floor, the "extra set of keys" was a valet key with no fob had a anti-theft device locking it to the seat belt! But what insulted me more then anything, my car was covered in bird crap and pollen when I gave them more then two and a half hours notice I was coming. I walked back in and spoke to Vinny, which at this point is the only reason I have not blown my lid. I did not mention my car being dirty but after telling him about the key and the scratch he said he would get the fob and scratch touched up at my convenience. If Wes ever calls me to see where my problems lay I would love to tell him to fire his two girls that avoid customers and promote Vinny.

HE

Heather Hayward

Total time I spent trying to purchase a car with a trade in from them was 10 hours over 3 days. Sales associate was very helpful, managers were terrible. When it came time to sign the papers after I had already been there 2 hours on the 3rd day they told me that I needed supporting documentation for my paystub because the one I gave them wasnt sufficient and could have been made in excel. I get direct deposit, I don t ever get an "Original" pay stub that they wanted. It was already 7:30pm and my 3 year old was getting antsy and my employer was closed. All other paperwork was fine, I asked if I could have it sent over to them from my employer in the morning and just take care of everything else and leave with the vehicle. They said no, the finance company wouldnt allow that. I understand that finance companies have their own stipulations but the manager did absolutely nothing to provide any type of personal customer service, after my paystub had already been looked at and okd by another manager a few days prior when we had the vehicle transferred for purchase. I suggested he let us "test drive" the vehicle overnight and then complete the paperwork in the morning as a courtesy for the time we had spent at the dealership, he said he couldnt do that, even after I offered to give him the $3K down payment. He then suggested I occupy my 3 year old by buying her food from the vending machine! Everytime I tried to say anything about customer service and working with the customer he kept repeating that corporate has rules and corporate doesnt allow that and corporate, corporate, corporate. If employees are not allowed to service the customer then hire robots. I will never go to CarMax again and that decision is based on the fact that the sales associates have to follow a handbook and can not go outside of that book and the managers who should have some kind of decision making capability have none and then get very arrogant with you. I will never refer anyone to CarMax. Worst experience ever and I have bought a enough cars to know this. You are a number at CarMax and they move you through the "process" as fast as they can and could care less about offering any type of personal relationship.

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R Rapp

My first experience with Carmax was flawless! Very easy, no hassle, no arguments, quick financing. I actually enjoyed my car buying experience! A week into my new vehicle , I had a small problem with my front tires and had to replace them. I wrote the general manager an email and the next day I received a call from him, telling me to bring my invoice into Carmax. When I met him, he was extremely pleasant and handed my invoice to a co-worker and told him to pay me. No yelling,screaming, or any other confrontations, just pay me and apologized for the problem. I knew at that minute, I was a Carmax customer for life! Skip to two years ahead, I get an email from Carmax telling me it is my two year anniversary, and if I am looking to upgrade now would be a good time. So I thought about it, went on line, and did my research. I found what I was looking for and stopped by the Lancaster, PA location. There I met Shawn Hernandez, who would be my new salesman. A very well spoken gentleman, who found what I was looking for, and proceeded to start the transaction. I had to get my vehicle shipped in to Lancaster from another Carmax location, and Shawn told me the time table of how things would move ahead. Everything went according to plan and I was the proud owner of another Carmax vehicle! I can honestly say that this is the way you should buy a car. No high pressure, no haggling, no trips back and forth to the infamous "Sales Manager", to make a better deal. It actually took minutes for me to sign the deal, and be on my way! All along, Shawn was right beside me to answer any and all questions. I am not related to anyone who works for Carmax, nor am I friends with anyone who works at Carmax. But everyday I tell anyone who will listen, Carmax is unlike any other car dealer. They actually make you feel like you are with friends, just shopping for a vehicle that you will save thousands of dollars on. Both times I traded a vehicle and found Carmax to be very fair with the price for my trade-in. Just give them a try, you may be pleasantly surprised!