CarMax Smithtown

I was very pleased with service at Smithtown. Friendly, casual, helpful. I would say the total time spent was 2 hours before we left with our car - that includes waiting for our rep, test-driving the car, then doing the paperwork which is the longest part. However, when we left there was nothing left to do - we had our registration and plates, and we were off. James was very helpful.

On Monday, July 20, I visited CarMax Smithtown to look at a 2016 Jeep Grand Cherokee that I had reserved several days earlier. Steve was my salesperson. He provided me with the vehicle history/report, but when I asked him several questions about it, he simply read from the same report I was holding and was unable to answer my questions. I took the 2016 Jeep for a test drive and immediately noticed an abnormal vibration. When we returned to CarMax, I brought my concerns to Steve's attention. Instead of addressing the issue or having the vehicle inspected, he recommended that I test drive a 2019 Jeep Grand Cherokee, which I was very interested in. After test driving the 2019 Jeep, I noticed another vibration along with a knocking noise coming from the rear driver's side. Once again, I brought my concerns to Steve, but he dismissed them. We specifically asked if a CarMax technician could inspect the vehicle, and Steve told us that because it had arrived only four days earlier and had already passed CarMax's 125-point inspection, there was no need. That explanation did not make sense given the obvious issues we experienced during the test drive. I later learned from other CarMax employees that I could have borrowed the vehicle for 24 hours to have my own mechanic inspect it before purchasing. Unfortunately, I was told that because I had already test driven the vehicle for approximately 20 minutes, that option was no longer available. This important information was never explained to me beforehand. When I told Steve I wanted time to think about my decision, he said I only had 24 hours to decide whether to purchase the 2019 Jeep. I found this unreasonable, especially since I had raised legitimate concerns about the vehicle's condition and my request to have it inspected by a CarMax technician had been dismissed. His alternative was for me to purchase the vehicle first and then use the three-day return policy to have my mechanic inspect it. That made little sense because my financing and credit would already have been affected if I later decided to return the vehicle. After leaving, I contacted CarMax via text and asked to reschedule my appointment for the following day. I spoke with Esmeralda, who asked why I wanted to reschedule. After I explained the situation, she responded within about an hour and asked if I could give CarMax a few hours so one of their technicians could inspect the 2019 Jeep. I agreed, but I never received an update that day. The following day, I received another text informing me that an associate would contact me after 11:00 a.m. with an update. Around 1:30 p.m., Chris called and explained that their technicians had found several issues with the 2019 Jeep and were unsure whether those issues could be repaired. He suggested that I look for a different vehicle instead. I told Chris that if the issues could be repaired and covered under warranty, I might still be interested in purchasing the vehicle. My biggest concern throughout this experience was not simply the condition of the vehicle—it was that Steve dismissed my concerns, was not transparent about my options, and failed to provide the level of customer service I expected. Had I not contacted CarMax myself, I likely would never have known that the vehicle had legitimate mechanical issues or that a technician inspection would ultimately confirm my concerns. As a customer, I expected honesty, transparency, and a willingness to investigate legitimate concerns before asking me to make a purchasing decision. Instead, I felt pressured to make a quick decision on a vehicle with obvious issues while being denied information about the options available to me. I hope CarMax reviews this experience so that future customers receive the level of service and transparency that they deserve.

I had a great experience with CarMax. They took care of everything from start to finish, making the entire process easy and stress-free. The staff was professional, helpful, and kept me informed every step of the way. I really appreciated how simple they made everything. I would definitely recommend CarMax to anyone looking for a smooth and hassle-free car buying experience.

The employees at Car Max made this a very simple experience! It was quick, easy, and they helped me through a hard time!

Great smooth fast experience much better than other car dealerships I’ve been to. I’ll never shop anywhere else for a car!

Professional, easy to work with and very accommodating. Once the transferred vehicle arrived they we extremely accommodating. I had asked Cole to view the car up on a lift for an inspection. He made it happen in no time. The entire process was fairly quick and pleasant. Chris Howard was a very professional and is a first class person. I give the Smithtown props for a first rate experience.

Good Professional Easy Quality inventory Bright atmosphere Pleasant experience Helpful salesperson Overall satisfied with sale

Very nice staff,easy transaction. No pressure, treated very fairly. I would definitely buy here again

I was able to find the car I wanted. I was even able to choose from a few. The pricing was clear and truthful. None of the added fees and requirements for un wanted stuff.

Only problem. They praise. My car too low. If they raise my car appraisal. I will make a deal.