CarMax Westborough

Horrible service, incompetent workers, had me waiting weeks before I DUG IT OUT OF THEM that the car I had “reserved” wasn’t actually available. If your situation is urgent or you don't have financial wiggle-room for uber and rentals, GO SOMEWHERE ELSE. We reserved the car on the 13th, said it was arriving the 15th-20th. We called on the 16th and were told it was arriving the 17th-22nd despite contradicting dates on the website. We called later in the week and were told there was an issue with the title and the car was being delayed, we were not given more details. We called the 21st and made an appointment that night with Tyler to see the car. We came in and were shown the car by someone else. We couldn’t drive it, just look inside it. When we asked for clarification on the delay with the title, the people working said they couldn’t help us because they were assigned to other customers, not us. When we insisted on clarification, one worker told us that “if the car isn’t ready Friday (21st) it would be ready Monday (24th).” We called the 22nd to double check, had to call multiple times, were transferred between 4 people before being told to wait for a call back. Tyler called back and explained he wasn’t at the appointment the day before because he doesn’t work Friday nights. He also seemed confused that we weren’t allowed to drive the car. He didn’t know anything about the title and we had to call the “business office.” But the business office had just transferred us to Tyler, which I told him. He said he’d look into it and call us back. Tyler called back to say the title was lost in the transfer and applying for a duplicate would take weeks, so we should look for a different car. He then offered a $300 discount to compensate. I turned down other cars, had to pay for ubers, my trade-in offer expired, I now have to pay for a rental because they strung me on for so long. All they offered as compensation was a $300 credit.

So my wife and I went shopping for a vehicle. We decided on carmax as they gave the most for our trade in. The experience was a little odd. I felt like I was buying new appliances or something. After all, Carmax was founded from Circuit City. That’s like Best Buy Opening up car dealerships. Anyway, we got our new car and we’ve had nothing but issues! There is no way they inspected this car in the shop before they put it on the lot to be bought. First month driving it everything seemed ok. After that issue after issue. It’s quite odd because my sister and my friend also purchased vehicles at this Carmaxand both vehicles already need massive amounts of work. My sisters vehicle already needs over 8k worth of work within 1 year. My vehicle needs about roughly 5k. Minus the transmission. Yes that’s right, 4 months in and I need a new transmission! Please avoid Carmax in general. They get xxxx cars from auctions, they don’t inspect vehicles. Just please. Avoid them!

I would just like to personally let the public know.. DO NOT SHOP AT CARMAX! I have gotten the run around for one week now and still no car. They have made several mistakes that has cost me unnecessary stress and straight up wasted my time. None of these issues were even attempted to be corrected. Said “managers” never reached out as promised. The title to the car I was set to buy was “lost”? I was left on hold for unacceptable lengths of time and disconnected or told “so and so has gone home for the day”. Oh and to boot, CarMax also “lost” my personal information that was sent to the bank lender. Once the information was re-processed to the lender, CarMax gave them THE WRONG VIN NUMBER. CarMax has remained non apologetic throughout this whole process and currently still I am left in the dark with no answers, a pit in my stomach, and a massive headache. I now am at Nissan Kelly of Lynnfield. They accepted me as a new customer right away, I was able to test drive the same (but actually better) car that I was hopeful to buy from CarMax, and will be driving it off the lot as soon as paperwork is completed. Thank you Nissan Kelly of Lynnfield for saving the day! CarMax- you lost a solid customer, a nurse on the front lines during a global pandemic. I could say more of what I think but I’m a professional, unlike your company, so I’ll let this be the end of my rant but just remember negative reviews get more notice than the positives! The car was delivered from this location to Danvers, MA. A 2017 Nissan Rogue

Hands down the most efficient and best customer service I have yet to experience in car buying. I have purchased four previous vehicles from other dealerships in Massachuetts, both franchised & independent. The entire transaction from arrival to driving off the lot in our new vehicle took just over 2.5 hours! Yes, we were able to get everything done quickly & efficiently & drove our GMC Acadia Denali home today! Ask for Sales Consultant, Nevenka Sivakova, she was excellent! Emily in the Business office was fantastic too.

Really satifisfied amazing service. The guy at the dealer was really approachable and friendly. People like that is the people you need for dealers great guy.

I had a wonderful experience with carmax in Westborough. Very friendly staff, very clean. They don't harass you. Upon entering the building, I was greeted and directed to the vehicles I was interested. I ventured the lot on my own and able to check out the vehicle. All the details were located on the window or they have touch screens with the info of the cars on the lots. Chris C was my sales person, he was very quick to respond to questions I had after I left the lot and also gave me detailed information about the cars I was interested in purchasing without haggling me to buy the more expensive car. When I had a question for him he would always answer it and send the brochure or the car detail info so I had it. The day I made my decision I was driving off the lot in a preowned vehicke within a few hours. I was extremely happy with my experience and would recommend Carmax in Westborough for anyone searching for a preowned vehicle. And i had been to other dealerships for test rides.