CarMax Serramonte

I had a great experience at CarMax. The car I wanted was shipped to the location for free, and I was able to purchase exactly the car I had my eye on. The test drive process was smooth and easy. While I was out driving, they evaluated my trade-in, so there was no wasted time. From start to finish, the process took about 2–3 hours, and everything felt straightforward and hassle-free. It was one of the easiest car-buying experiences I’ve had.

Carmax made it easy for me to buy the exact car I was looking for and trade in at the same time. They were straightforward with their prices and Sam kept me informed throughout the entire process. All of the employees were friendly and ready to help. I had a great experience.

My experience with the staff and the quality of their service was not consistent. My initial experience was very thorough and seamless. I did not keep the first car and returned it to buy another from CarMax. In both situations, there was little understanding of electric vehicles. I was sold an electric car with a missing charging cable. I was informed it was ordered and was not kept informed of its status. I called and emailed and received a call back informing me I could pick up the part. Once there, the staff told me the service department is closed on the weekends and they have access to the part despite having been told I can pick it up. A car dealership closing their service department on the weekends? It was 1pm on a Saturday. I was then offered free shipping of the part because they could not find it. I am still waiting for the part and have not been contacted with an update. My recommendation of carmax would be to someone buying a traditional car and they are willing to set time aside for additional interactions. It is not the efficient car experience I thought it was.

Exceptional customer service—friendly, knowledgeable, and attentive staff made the entire car-buying experience seamless.

No one at the dealership responded to my inquiry at all, which was very disappointing.

The dealership never reached out to answer any questions or inquiries of any kind. Not even an email.

The CarMax in Colma shipped the car to the Pleasanton CarMax and I have been waiting for the car to be made ready for me to see and test drive. This has taken much longer than I expected, and I still have not seen the car. It may not have been in running condition when advertised and shipped. I have now been told they are working on the fuel line? Now I have a decision - will they lower the price and/or do I now want this car? The salesperson at Pleasanton, Injila Fakiri has been very helpful.

Purchased a porsche panamera on June 17th. They lady, Ms Carol who assisted me was fantastic. Excellent personality, very helpful and got me in the car I wanted. I been looking for this particular car for a few months, has everything I was looking for in the vehicle -they have other panameras but non of which is fully loaded like the 1 I purchased-. I took the day off work thinking I can make it back in time, I got to the dealership at 10am it was about 3pm by time I left with my vehicle -not a problem there were other things that made it take that long and I know there's a process for everything- I get on the freeway and halfway home I get a flat tire, went to a tire place and they fixed it. I get home and was showing my friends the vehicle and I open the passenger door and closes it, then a button fell off -no big deal figure I can glue it later or something- drove the car to work Friday and on the way home a service light came on that said chassis system fault. Carmax service was closed so I look up what that light means, all the forums I found said stop the car immediately and get the car towed. So I park the car for the weekend. Finally Monday comes and I reach out to CarMax and advised them what was going on, the service rep was able to get me into a shop in SF, so I take the day off to take the car in, turns out they didn't have the technology to service a porsche. So Tuesday I was told to pick up the car and take it to a porsche dealer, so I take another day off work to take it to porsche in fremont. They did the diagnostic and sent the quote to carmax, turns out the entire front suspension is aftermarket. $13,500 in repairs. Carmax advised me that because of the price they would have to get approval from higher up. I understand that's the process but it took a few days. The car is still at the dealership and it is now July 10th he porsche dealership service advisor has been fantastic, michael has been extremely communicative with me. All I wanted to do is get my car fixed, it's been almost a month and I keep getting the run around. Been talking to carmax and they offer a refund of my money or another vehicle but they don't have another vehicle that is similar to what I purchased. Carmax did give me a loaner vehicle in the meantime. The issue is, at the end of the day I'm stuck without a car unless I purchase another car from CarMax, my trade in was already sold. It seems as if carmax wanted the porsche back so they can sell it at auction so they don't take a loss, I'm kind of forced to buy another car from them unless I get the cash on the spot and go directly and buy another car. So carmax doesn't take any losses here the only person screws over is me. I've already taken 3 days off work, I don't have the vehicle I purchased and I'm going to have to take more time off at work just to get another vehicle.

Lies, lies and more lies - an extremely frustrating experience, They think that their customer are morons and not paying attention. They are not even good liars - it is like the Twilight Zone. They had nothing meaningful to offer. There are too many places to buy a car - don't waste your time with CarMax - they should be called CarJoke.

Would never buy a car from them.. spend hours on phone to arrange 24 test drive and upload all the documents,when I get there a week letter ( it took that long to get the car ready) I had to go to the same proses again.. and in the and they tell me I have 20 minutes to test the car..