"Experience Clear and Simple Car Buying and Selling"
I went to their lot to look for a used vehicle. I did not get much help. However I noticed that they appreciate and respond to good reviews but totally... ignore the bad ones. Not even an apology. This is not a very good sign.
I don’t know where to even start with what is wrong with this place. I have never been to another physical CarMax lot so I don’t have anything to compare... this one to, but I can only hope for the company’s sake that this location is just one of their rotten eggs. When I went there to take my car in for an estimate on a trade in, they offered me $2500.00 below the Kelley blue book value and would not explain to me why, I was instead handed a printout of a bunch of random numbers on a page that justified their $500.00 offer. This was the first interaction I had after stepping onto their lot and I couldn’t believe it. It felt like they just didn’t care at all. Next, I told the salesperson about the type of vehicle I was looking to get that day, which price range I felt comfortable staying in, and it’s as though the moment I said that price the salesman shut his mind off. He spent another 2-3 minutes with me before he said he had to excuse himself for a moment to go finalize a sale with another customer and he would be right back. I ended up waiting another 30 minutes or so, walked around the lot looking at the car choices, and realized he wasn’t coming back to help me. Horrible customer service. The entire place reeks of a poorly managed sleazy car lot and they have made sure to mark up all of their inventory by an outrageous amount to ensure they have plenty of wiggle room to haggle down the price with you but not lose in the process.
My husband I spent over 8 hours at the dealership with our 2 month old baby and got swindled into trading in for a 2008 Kia Sedona sold for 10k. 20 minutes... after we drove off the lot we were down about a half tank of gas. We were totally displeased with the dishonesty, the wait time, the dysfunctional sales team who took about an hour to get our paperwork finished. 8 months later and we regret our decision every single day. Now we are stuck in huge debt, and a crappy car that drinks $10 in gas each day. They live up to the "used car salesman" title. I wish we had cut the crap and left after the first 30 minutes.
I had found a car online to replace one that was recently wrecked. I place the car on hold and had a phone call and emails with Matthew from the CarMax... in Dulles VA. He explained that I needed the car moved to the Carmax I was going to pick it up from and he explained the process...Good! I was traveling but wanted this LR4 to replace the one that had just been in a head on collision. I put all my ducks in a row, had the loan set up with my bank, called the Carmax in Loveland, CO (they were very helpful) to have the car transferred only to learn that the LR4 that was still supposed to be on hold for me was sold to someone else!!! I assume Matthew S. and the store were unwilling to give up the commission. I called the store to talk to the manager and was told he was unavailable even though the Loveland CarMax had just spoken with him. I left my name and number but will not hold my breath. I assume from other reviews of this store that this is something that happens more often than not.
I feel like 1 star is too much for the customer service here - they are awful. Scheduled an appt. with 1 person who did not greet me, then handed me off... to someone else who knew NOTHING about the car i was interested in. I bought this car 4 years ago and also just found out that Carmax did not disclose after market wiring that the previous owner had done, completely disabling the use of the trailer hitch hookup lights. Taking the Carmax logo off the bumper was the only satisfying thing about my experience.
Process was fine up until we were waiting to sign papers which took over an hour. Salesmen were ALL OVER the showroom just walking around, yet they’re... short staffed in the Finance areas. Why not cross train some of these guys to help the customer experience!
The sales associate I working with was great, very accommodating as I had children with me. It was a bit difficult because they were renovating at the... time I was there and they usually have a kids area. I’m sure it will be a little easier when everything is finished. The only slow part was actually signing the papers for the vehicle purchase because the business office was behind and what was originally predicted to me to take one hour took almost 2.5 hours.
This was the first time that I've used CarMax... always felt that the "no-haggle" thing was just a grift. It's not. Very fairly priced car in pristine... condition. They even transferred it for free. Transaction was relatively quick and painless as well. They were even able to take care of the REAL tags and title there as well. If you do your pricing research, they are most definitely an option. And thankfully there was no sleazy salesman vibe or upwelling. Would gladly use them again. Oh, and they actually FILLED the tank, which USED TO BE commonplace, and I didn't have to ask.
What criteria do you have in shopping your next used vehicle? 1. You want to buy a used car that is believed to be absolutely trouble free (Equivalent... to a certified grade). 2. You are ok to buy a car at a fair market price (You are not trying to find a steal deal or to negotiate a price). 3. You hate sales pitch. Then go to Carmax. This is my best advice based on my past car buying experiences with all sorts of car dealers. You can't go wrong with Carmax if the above three are your criteria. Carmax set an extremely high standard in their car reconditioning protocols. Carmax certification is as good as manufacturer's certifications. Meanwhile, you will be discouraged if you come to Carmax in hope to find a steal deal, because all of their cars are priced RIGHT, and they never give you a room to negotiate over the price. This means that they don't play games, and they don't let you play games, either. They are fair. You have to be fair, too. A good news is, they don't try to steal your money. So don't try to steal theirs. However, I have one serious advice: Get pre-approved by a local credit union before coming to Carmax. While Carmax too does offer financing, their repayment rule has a catch. Say your monthly payment was set to $100. If you put $500 at once, you expect that the extra $400 would automatically go to principal payment, right? Not with Carmax financing. Instead, the first $300 goes to the three upcoming monthly payments, and only the remaining $200 will go to principal payment. If you intend to pay off your auto loan quick, this repayment rule that they set up is a deal breaker. A good thing is, they will gladly let you use your credit union financing; they won't pressure you into choosing their financing service. Good luck, and never go back to liars that live in the rest of the world.
I bought a 2013 Chrysler Town and Country van. While I'm happy with the vehicle, I am not happy with the customer service. In three weeks I experienced... three problems with failed notifications. Sales - I requested that a vehicle in MD be transferred to Dulles to examine. I was told it would take 3-4 days. When I had not heard back after over ten days, I visited the showroom where a sales associate checked the computer and found that the vehicle had been there for nearly a week. No call was made to me. Service - At the time of sale there was a small spring or clip that was broken in the headliner sunglass storage compartment. The sales person advised that the part was being ordered and should be there in a few days. After about a ten days of no notification, I called the service department and was told the part had been received. Again, no notification. I then made an appointment for the part to be installed about two weeks later. I arrived for that appointment and dropped my key off at the service counter. I told the clerk that as it was a quick item I would wait in the lounge. After one hour and 15 minutes, with no notification, I went to the service desk and asked about the status of my car. The clerk checked the computer, looked down on the counter, picked up my key and told me my car was ready. Again no one notified me in the lounge that it was ready. When I expressed my dissatisfaction with the service the service manager overheard it and came over to apologize. I suggested to him that this lack of communication with the customer was endemic in the facility as it had occurred in both sales and service departnments. I'm pleased with the car and the actual sales transaction process, however to any potential buyers, I advise that you should be proactive and be prepared to "bird dog" every aspect.