CarMax Grand Rapids (Kentwood)

This dealer advertised a Chevy Equinox as "read wheel drive." Apparently, they don't know what they're talking about... and I personally wouldn't trust anything that their (likely ignorant) salespeople say!

The 24 test drive experience was good. The person who helped us (Spencer I think) was very helpful. Non pushy sales made it easy to talk to everyone I met with Ultimately, the car smelled like cigarette smoke deeply and wasn’t for us. I do wish that would have been mentioned to us before driving

I was hesitant to work with a corporate dealership like CarMax, but was looking for a specific car and they had a couple in stock at my local store. I loved their warranty, 30 day money back guarantee and no pressure sales approach. Over the course of viewing/testing 6-7 cars spanning two weeks, I really liked the sales staff. I tried their express pickup option twice and neither time was it actually quick. They removed their 30 day guarantee (nationwide) while I was in the process of shopping. The huge disappointment was in the quality of their vehicles and their high prices. Both of the cars I wanted were not serviced and/or in good condition. Had either been, I would have paid a bit more to get the car I wanted. The first one actually had the windshield wiper laying in the bracket, not attached, so I took the second instead. The second had two issues which should have been caught in the inspection and a drivetrain malfunction code popped up as I was driving the car back to them. I reported all three and asked if they could be fixed. The car never left the “sales floor” and was moved to another lot days later. I asked to speak to a manger and never got a call, the first of two times. It took them 3 days to get the correct wiper/mount in place on the first car. I loved the 24 hour test drive option and used it again to drive the first car, which also had issues, though minor compared to the first. Upon returning it, I again expressed concern about the condition of the car and how it was priced considering it’s actual condition. Again, I asked to speak to a manager as the sales associate(s) have no power on such decisions and for a second time, I didn’t receive a call. Issues will arise, especially with used cars, but how those issues are handled can make/break a deal. CarMax seems to prioritize making money at any cost over customer service and quality. I would not trust their inspection process or repairs.

Lacks Customer Service training. Refuses to work with their Customers on a set budget even after driving 3 hours 1 way to test drive a vehicle posted in my budget but price increased 7 grand when I gpt there. The car has been for sale since 2020 and I offered a cash deal for price initially pisted on Carmax website, Bumper to bumper report and VIN FAX report which I pulled prior. Salesman named Jim just pushed a potential customer for life out the door. Hopefully you read this review and want to do better in the futire! Disappointed Customer.