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Beware of CarMax Austin. They clearly undercut Edmunds and Kelly Blue Book on appraisals by thousands of dollars. No discussion about the offer — even... after we pulled up the Edmunds estimate on the computer to reveal the discrepancy.
My wife and I were looking specifically for a Subaru Outback. We'd had good experiences with CarMax so that was our first stop. We were greeted by "sales... manager" Bob- oh sure- all of our Subaru's are on row "D". Not, "Oh, let me check our inventory" or "May I offer you a ride?", just oh yeah, row "D". Not only were there no Outbacks, there were no Subaru's, period- and we looked at every car on rows A, B, C AND D. When we got back to the office, I walked up to Bob and thanked him for the wild goose chase. "Oh, but you said you wanted to walk the lot to see what was available." Nope, not what I said. And he never once apologized or said that he might have been mistaken. He insisted on blaming us instead. CarMax North Austin has lost a loyal customer.
GOING GOOD-My husband was looking for a 4-door Dodge pickup, so he looked online and found one he liked at CarMax. He called and spoke with Reagan, who... was very helpful over the phone, and kept in constant communication with my husband for the next few days. Well, Saturday (day three) comes and we find ourselves kidless. The perfect time to go look, right! We walked into the CarMax showroom just after opening (9:00am), so we’re the first customers as far as we could tell. We asked for Reagan, and she quickly comes in to greet us. She walks us out out to see the truck, chatting with us all the way. When we get to the truck, she opens the lock box on the drivers window, hands us the key, and tells us to take a look. OK, WE’LL WAIT-Right after she hands us the key and tells us to take a look, she says that she will be right back. Ok, so maybe this is a sales tactic, or she’s going to make sure another vehicle is ready for us to look at? She then asks over to two other CarMax employees and starts chatting. We look back over and she’s now riding off in a golf cart, with one of the two, while the other walks back to the showroom. My husband and I look at the truck, start it up, look some more, look at other vehicles nearby, look at the truck again, then stand there like idiots waiting for Regan to come back. I DON’T THINK SHE’S COMING BACK-All in all we were with this truck for about 30 minutes, trying to give Reagan the benefit of the doubt. After not even being acknowledged by the only other sales person who passed by, we finally decide that we have had enough and it’s time to go. We put the key back in the lock box on the window, and start walking back to the showroom to let someone know that we had put it back and locked the truck. We didn’t have to let anyone know anything, but it seemed like the right thing to do since we didn’t have a sales person with us to witness this. UNFAZED-In the showroom (still no Reagan to be seen), we tell a random sales person that we are leaving and that we put the key back. Now think on this one, if you were a sales person, and there is only way that a customer would have a key (not just access to the vehicle), wouldn’t you question where their sales person was? Nope, not here. This seemed so odd to me. If it was normal to hand the customer key and walk off, then how many keys have they lost, lol. FINALLY-After that giant, I don’t know what that was, my husband and I went down the road to the Dodge dealer, where he got a NEW Dodge Ram Quad-cab, with the newest features, and a great deal out the door that same day. SERIOUSLY?!-You might still be wondering what happened to Reagan. Well, she called my husband at about 2:15pm, and asked where we went. No apology, no excuse, just, “Where did y’all go?” By the time she called, we had already made our deal with the Dodge dealership, had lunch, and were back at Dodge to up the truck after it’s wash and detail. This was the nail in the coffin for us.
Thank you for taking the time to leave a review for us here. We certainly appreciate you checking us out during your vehicle search. Our goal is to pr...ovide everyone who walks through our doors with the absolute best customer service, so we are disappointed to hear your visit was anything less than wonderful. While we see you mentioned you've found a truck elsewhere that's a great fit for you and your husband, please rest assured that we've shared your concerns with our store managers. Thank you again for considering CarMax and for sharing this important feedback with us. ? Your Customer Care Team
Sales person wasn’t very helpful, basically was like a take it or leave it and didn’t care whether he sold a car or not, due to lack of interest I will... not return