CarMax Rochester

Bilal did a great job helping me through my purchase. He and the whole team stayed after hours to accommodate me, and they have all shown exceptional customer service.

The process overall was very straight forward. No guessing, the price you saw was what they said. No extra fees either. Friendly, helpful staff, totally revamps the whole process of buying and selling a car.

Everything I could want in a Used Car agency. Clear pricing, no pressure, and a very helpful, welcoming staff.

I was really surprised how well the whole thing went. Everyone was super nice and helpful. They don’t work on commission so I never felt pressured. The only thing they tried to sell me was an extra warranty. One negative is that’s the car wasn’t as detailed as I expected. It took me two hours to get it to “show room ready” the day I brought it home.

Terrible, the only redeeming quality was my sales rep who at times seemed liked he had other things to do, he made the process as smooth as possible. Where this dealership lacks is the horrible customer service. I noticed an issue, I tried to report or make contact with someone and was met with sarcasm, and an unwillingness to help. Not sure if that service technician is still there, but they will be better off without her. My latest thing is, I need to schedule service, something one would thing would be relatively easy. WRONG! I call the number from the website to sometimes connect with a representative who then has to connect me to the store, where I can leave a message with no call back. I really don't understand how or why it's so difficult to get someone on the phone or just a call back.

They were easy to work with and more affordable than mainstream dealers. Every thing went seamlessly!

A very easy dealership to work with. Cody took care of fixing some issues with my truck in a reasonable time. George made the process of buying the truck an easy process.

My experience with the dealership was pretty negative. Here’s why: 1) the whole experience was very disjointed. My wife and I kept being handed off to different people during the whole process of having a car delivered from another part of the country which took about three weeks. 2) This possibly could have been helped at the final pick up day if there were good notes in the system from previous reps but our pick up rep, Emmanuel who was good, had to basically pick up a non existent or confusing trail of information. 3) Just some of the examples were that we were told we were all set with our program of insurance a few days before pickup. WRONG!! This almost killed the whole pick up day. Another example is we were never told we needed proof of funds for a personal check and that we could not put a down payment on a credit card. Had to leave go home and get a check and then . Go out a 2nd time to get a slip of proof of funds from an atm. Then they “did us a favor” by accepting that slip from the atm. 3) started the appointment at 230 pm and left the dealership at 555 pm for what should have been a simple pickup. 4) lastly Cody a local managers poor attitude. At the end when he came over to ask how the wings went, I asked if he wanted honest feedback. He said yes but when I relayed all of the above problems, all he said was “thank you” and never addressed any of the specifics I relayed.. He then started to walk away without saying anything else. So, I said to him could I please get the name and contact info of your regional manager. Oh then he became interested asking “well can you go into specifics of what you were not happy with?” What a joke!!! It’s like now I will be interested once I think I am going to get in trouble for lousy customer service. I said don’t worry Cody I will include you in the email.

Took a little long with paperwork for buying car but all in all was great . Definitely recommend

Very satisfied with our recent purchase at this Carmax location. Ken and Rachel went above and beyond to help get us in a car same day!