CarMax Newport News

Sorry, but you have the wrong customer. Wrong city, location, date, and vehicle. I cannot comment further.

I purchased a car on 8/14. by the end of the month the car broke down. I brought it in for service (under warranty). They instructed me to take the car and bring it back on 9/6 for an appt. The car was inoperable. I was unable to do this!!! They kept the car and looked at it on the 6th. They called me to tell me that they would be sending it to the manufacturer for the diag and repair. For the next two weeks there was no communication. I would call and leave voicemails but they never called back. On 9/15 I finally got through to them. They hadn't moved my car. It has been sitting in their parking lot. I called corporate to let them know what happened. After dealing with someone for a few calls and emails, they agreed to let me turn the car back in and get a different car. A sales manager called me to discuss how it would work and stated he would call me back. He did not call back, and of course I have been unable to reach him. FIX MY CAR!!!!

The only reason I'm giving one star is that I can't give zero. This was a textbook example of deceptive business practices. I went with my son for his first car buying experience. Before going, he had picked out a vehicle on line, contacted the call center who ran his credit and he was given a "deal" which included his trade in value, financing and monthly payments. He was then told that all he had to do was show up at the store, sign the paperwork and drive away. it took the store 3 weeks to get the vehicle ready but he he was told every time he called his "deal" would be honored and what paperwork to bring. We drove 1 1/2 hours to get there. Upon arrival, he was given a sales consultant who had no idea what was going on and would not listen to what my son was trying to tell him about his "deal". The sales consultant would only say the "it was the call center's job to get you in the door, it my job to sell you the car." The next 4 hours were pure xxxx. The consultant quickly showed that he had no idea of how to conduct the transaction. My son was given over to a manager and another sales consultant who further obstructed the purchase. We were told the paperwork we told to bring was insufficient and they wanted 3 months of bank statements from me. We went from a sure purchase to the manager saying he didn't know if my son would get the vehicle at all. My son was told by the call center that his down payment would be between 300 to 500 dollars only to be told by the new sales consultant that the down payment needed was $5000. At that point we walked out. I don't know if other potential buyers have been treated in such a disrespectful manner but I can assure you that no one in my family will ever deal with Carmax again.

My family has bought 3 cars from Carmax Newport News in the past but went to look at a car this time and were not impressed. It was hot outside and also hot inside the building like the AC was broke but the sales person said it is normal. We looked outside as they said all cars are unlocked but most were locked. We wanted to drive a Range Rover but it would not start. We ended up driving a Lexus and they gave us such a short time to drive and then felt pushy to buy. We looked under the hood and saw the air filter was filthy and they said it must have been missed, did they actually do any inspection or just throw it on the lot. The tires also seemed like they would just barely pass a inspection and it was not cleaned very well inside but it meets their standards they say. We also looked in a Infiniti and saw it was dirty in the back and the touch screen was filthy as well as the gear shift knob. I understand used cars with 20k miles are used but they just threw these on the lot with a quick wash and vacuum. I went home and saw carmax is very overpriced compared to other dealers and when did they start charging $2000 for shipping? Also if you look at the pictures online of many cars you can see they are filthy and many picts are blurry. They also got lazy and dont list gas mileage or horsepower of many slightly used cars anymore. I think my family will try carvana this time until carmax comes back to caring for their customers.

My wife and I just wanted to look at cars. Our Murano was in very good condition and had low miles, we have had no issues with the car but we were really just wasting time. As we entered the store we were warmly greeted by Garrett Allison, It was not a practiced greeting but was genuine in every way. We told him that we just wanted to look and he informed us that he would be happy to show us all or any of the cars on his lot and that they have an extensive inventory on line. That set the tone right from the start, we looked at several cars, not once did we get the impression that he was tiring of us nor were we rushed in any way. We found a 2012 Kia that we both liked. I asked him to appraise our car and figure out what our payment would be if we were interested in buying this car, No commitment. While they were appraising my car I went on line to Kelly B.B. to see what a fair offer for my Murano should be. Within 30 mins we had an offer in our hands that was right in line with K.B.B. they rated our car as high as it could be rated and gave us the max for it. Ok that was the easy part right, No within just a few mins Garrett was explaining our options and what our payment would be. I have purchased many new and used cars in the past but never like this. CarMax has revised how to purchase a car. They have taken the best parts and made them better and the long tedious parts and minimized them as much as possible. I would tell anyone and everyone go to CarMax and enjoy your car buying experience. Go to CarMax and see for your self what personal attention really means! Ask for Garrett Allison and in the finance department Shay Delbridge, she was so helpful, nice, understanding and patient with us. As we drove away from CarMax of Newport News my wife and I were both commenting on what a wonderful experience we just completed and in fact did not go there to buy a car, but it was the Genuine kindness and courtesy of all of the employees that we encountered that helped us decide that we wanted to be a part of the CarMax family. John L. & Mary E.Rogers

So over priced! They do not negotiate their price and they try and finance you in house so they can get more money out of you. All prices on cars are about 2k more than blue book. They say they don't go by any book just their own prices. How do I resell then? Go by carmax jacked up prices? Do not go here!