CarMax

Reviews 3

MA

Mark Cline

This was probably the worst vehicle buying experience we have had. We ended up keeping the vehicle because we like the model, it was really hard not to hold the ineptitude of the Carmax team against the vehicle. We stated from the beginning of our interest in the Volvo XC60 that we only wanted the vehicle if a back up camera could be added. We were told that was no problem for an additional cost of $449 to which we agreed. We left, arranged financing, and returned to complete the purchase several days later. Just prior to signing we were told that we were misinformed and that the backup camera would cost an additional $700 that we would have to pay to Cartronics. We nearly turned it down right there but we decided to grin and bare it. After we arranged to have the Volvo delivered to Cartronics to have the camera installed we were then told it would not $700 but an additional $900 bringing the total up to nearly $1400. They also had to order a part so we had to arrange a loaner vehicle for 3 days. We live approximately 30 miles from this Carmax, so shuttling back and forth wasted hours of our time. We have also researched the package that Carmax had this vehicle listed as, and we found that there were several package features missing that are listed by Volvo as included such as the iHome Garage Door Opener. I was able to get a remote for our garage door opener for around $20 bucks, but the point is that Carmax was either misrepresenting the vehicle, pitifully ignorant, careless, or a combination of all 3. It is our feeling that a better dealership would have taken responsibility for the mistakes made with the pricing of the Back Up Camera. We would have moved on immediately, had we been told that the Back Up Camera was going to be nearly $1400 when we first asked if it could be added. After we were mislead and had gone through the trouble to arrange financing, and had in the meantime sold our other vehicle, we were put in the unenviable position of sucking it up and being much less happy with our purchase than we should be. We brought our misgivings to the attention of the Sales Manager, and gave him the opportunity to change our perception of his dealership, but it fell on deaf ears. Being a business owner I have had the experience of having to compensate customers over honest mistakes that I or my employees may have made. In the interest of customer satisfaction, I would never leave a customer with a bad experience over $900 of a $35,000 deal. Be warned. When dealing with this Carmax, dont take anything they tell you for granted. If they make mistakes it will likely cost you...... not them. I wont be purchasing from Carmax in the future.

LA

Lady Jay

I may never buy a car from Carmax again, which is unfortunate seeing that my first experience was stellar. This time, not so much. I purchased a vehicle, paid to have it transferred, received it a week later. The vehicle had a lot of rust, which Im told is normal for cars from up North. It had an old musty smell to it that would not go away. The worst, was it had a flying bug infestation because they were coming out of the vents and window panels in the doors. Drove it home and an hour later, decided I wanted another vehicle that I found at another local CarMax location. Now this is where it gets interesting... - Had to wait another day to receive a vehicle 10 miles away. Thats an issue. - When they picked up the vehicle, they found it had issues with power steering. They put it in the shop, so Im stuck with this old rusty bug-mobile. - Finally, myself and my kids couldnt take anymore of the smell and killing bugs while driving, so I asked for a loaner while they repaired the new car. They did so. great. But it was a little small SUV that seats 4, or 5 small people...I drive a 7-passenger vehicle for a reason and its not just for looks. - Now, the car took a week to get fixed and when the power steering was fixed, the NAV went out. So now I have to wait another week to fix it. - Mind you they had already cashed my considerable down payment and two weeks later, I still dont have the car I want. - Finally, I had enough and located the vehicle I wanted elsewhere, a year newer, fewer miles, cheaper warranty, better rate, and terms and with more options. - When I went back down to the dealer to cancel my transaction to refund my down payment, the salesman wanted me to see what else they had on the lot AFTER I had already said I was going a different direction. - Then he said if I didnt want NAV, Id have more options on their lot to choose from. What??!! NO! Im driving this. Im paying for this. NAV is what I want and it is a DEAL BREAKER. - Also, what you dont know is the wanted $6000 mandatory before I could get financed. WHAT??!! So to make a long story short... Got newer, better vehicle, fewer miles, ALL the options I wanted, $2500 UNDER book value, with complimentary service AND heres the kicker, I paid $1500 down. Same payments, better APR, $1000 less on the cost of the warranty and even thought the new car I did buy elsewhere needed work. It was done in 2 days, not 2 weeks, at no cost to me AND they gave me a 2015 Acadia fully loaded as a loaner. This is what Im talking about.

TH

Thomas Barnes

Came in looking for a car. Put zero down. Salesman were great during the process. I was told the vehicle would ship and be there within a week, the car was almost three days late. I missed some very important training due to this inconvenience, and nearly lost my job offer. When the car finally arrived, i was shocked to find it had not been detailed in the slightest. I drove the car for three, yes, THREE days before my serpentine belt began to fail and my power steering pump started screaming. Upon having this issue, i also found there was an ant infestation in the vehicle. I took the vehicle which i paid to have detailed in for service, having it pre diagnosed by my technicians at Firestone where i work. The service department received my car friday evening and did not attempt to contact me until that following Tuesday. Upon that information, i assumed the job (a 45 minute job that i know from experience in my field) would have been finished by that evening, being i was contacted early in the afternoon. The job was not finished until Friday. I understand i am not paying for my free repair, but i am purchasing a vehicle from your conpany and assume i would be treated as a paying customer but i was put off. I then went to pick up the vehicle. I opened the door and there was a HUGE mess of some dried liquid in my door jamb. The liquid was not there and the technician left grease in my seat as well as damaged the leather in my seat as well. There was grease on the steering wheel where they failed to use proper interior protective items. After bringing this to the attention of the staff, i waited over 2 hours for the foor jamb to be wiped down, and that was it. Upon leavijg i found they had not cleaned the seat or wheel, despite being asked, and it ruined my brand new pair of pants and shirt. I am very upset and would really appreciate this be rectified. The service manager manager contacted me the next day and to "rectify" my complaints, he offered me a free oil change. A single free oil change. I have had to throw away clothing, pay for a new seat and pay to have my vehicle detailed out of pocket. Im am livod and plan on returning the vehicle when i have found an identical car with another, more reputable company.