CarMax

I bought a brand new black Camry from here. At the last wash up, their machine was broken. So my car came out with small scratches everywhere. I confronted the salesman, and he wrote me a letter promise that my car would be touched up for free at any Carmax location. A few weeks later, I went from my home in NJ to a closet Carmax location which is in PA. And they said they couldn’t honor it. I called the original store, and their manager wrote me an email assuring that I could just go fix my car anywhere and they would pay it back with the expenses of the PA trip. Almost a year now, I have been trying to contact them so many times. They just ignore all their promises, even though I have their letter and emails. Not a trustable business. After they take your money, their promises are gone. Please be careful!

Great experience with Carmax in Laurel. The day before I came to the Laurel location I had been to the Gaithersburg location and gotten my car appraised, test drove some cars, talked with the salesman, etc. They didn’t have the car that I wanted, but it was available in Laurel and they offered to transfer it. I decided just to go to Laurel since I wanted to resolve the car situation the next day.
The night before my visit I was able to go online and put a hold on the car I was interested in. This was simple and quick, and I got a confirmation email from a sale woman. She called me to confirm the next day and said she would hold the car through the day. When I arrived she wasn’t available and I was quickly handed over to Stephen Akindele. He was super helpful. I took the car for a test drive and looked over it’s records. Closed the sale of my old can and drove off in my new car. Less than 2 ½ hours in and out (since I already had my old car appraisal with me). I greatly appreciated the no-​pressure approach and that I wasn’t nickeled and dimed over small items (other dealers remove all the carpet mats, the extra keys, etc. and then try to sell them to you for gross mark-​up) or forced to haggle over price. The price on the door included the inspection. Because I was trading in my car I also saved on sales tax. The only fee I had was for transferring my plates.
Very positive experience with both locations!

I almost gave up on CarMax after having the worst experience possible at the Ellicott City location. Complete with some wise guy named Darryl speaking to my husband, saying women can’t be pleased, typical gender fueled BS. I actually walked out before an appraisal could begin. (I am the customer– not my husband.) It’s important to note that poor behavior is not the fault of the franchise but rather individual actions.
But good news:
Reluctantly I headed over to CarMax in Laurel where I didn’t plan on purchasing a vehicle but rather selling mine. I was originally assigned to Woody per my appointment, but he was in the middle of the sale. He was kind and professionally apologized (I was early) then passed me off to Mishka. After my earlier experience I was super thrilled to work with another woman. Mishka handled my trade just fine and I perused the lot while waiting on a quote for my car– where I found a hidden gem low miles Subaru. She was professional, knowledgable and really easy going.
I don’t understand why we need a dog and pony show salesman at a CarMax lot so I am really questioning Darryl in Ellicott City. Being honest and professional will sell a car. Kudos to Mishka and I highly recommend her to any women (and men) looking to make navigating a vehicle trade and purchase easy and low pressure. She’s fantastic.

Not the best experience. We had a car transferred in that ended up having more miles than advertised. They adjusted price for the discrepancy but said it was «only good if you buy today.» Really, we can’t think about it overnight after waiting 5 days for you to get the car? So what’s the price going to be tomorrow? Sorry — I don’t buy under pressure — period. More importantly, they seriously lowballed our trade (33% below KBB LOWEST value in WORST condition). They refused to consider higher values we presented from both KBB and NADA, calling them unrealistic. We got long speeches about how the sales and appraisal departments don’t communicate (yeah right — hubby spent 20 years in automotive — we know better). When we asked for the certification report with specifics on the inspection (how much tread left on the tires? engine condition?) they couldn’t find it. I’m also skeptical why they only warranty CERTIFIED cars for 30 days?
It’s too bad — we walked in cash in hand ready to buy. Glad we left. We went right down the street to AutoNation and got the exact same certified vehicle with 12k less miles, a 2-​YEAR balance on the warranty, and 2 years free maintenance — for less money and FANTASTIC customer service with a fair trade (in line with KBB, which they call «a trusted resource.») Oh — and the full inspection report and Carfax were waiting in the car when we test drove it. Read my AutoNation review for details.
The people at Carmax weren’t rude at all. They were OK. They just didn’t seem very interested in earning our business. It was like «our way or the highway — NEXT!» We left quite frustrated. I appreciate the no haggle policy but not if you’re going to lowball my trade and pressure me to buy same day.
In contrast, AutoNation made us feel from the very beginning like we were valued customers. It was a very positive approach from beginning to end. We drove off with a great car and a great deal!

Bought 6 cars, sold 4 cars at CarMax. Easy, Fair, Quick !!!

Tried to schedule an oil change. Called and left 2 messages, once with a receptionist, and never received a reply. I found this very unprofessional. I decided to drive further to the bowie toyota location and received excellent service there. Will not attempt to use this facility again

I have never had such difficulty giving a car salesman my money in my life. We walked in on a weeknight, expecting to be pounced on by a salesman like we always are at CarMax. Instead we tell the guy by the door that we want a test drive, and he asks for a phone number telling us a salesperson would call us in 15 minutes. Wow, so they understaff on weeknights I guess. A half hour later I see I have a voicemail. Not their fault my phone has a lousy vibrate setting, I call back a minute later and the CarMax rep with poor interpersonal skills says that since I didn’t pick up she moved on to the next person on the list and something something something. Checking back in with the guy up front, he tells us we are next on the list, and as soon as someone is available they will call us. I turned my ringer to its highest setting and we waited in the lobby. A while later there was a garbled overhead incomprehensible page. «Was that for us? If it is, they’ll do it again.» Over an hour after we walked in, without a second call on my phone, one minute before we walked out, a sales rep approached us saying he was told to find the [person wearing the vague description of our clothing]. Tempting as it was to keep walking, we opted for the test drive.
From that moment everything was fine. The car was great, he directed us through a standard route and allowed us to test the handling as much as we wanted. CarMax does not have a system where we could put a deposit time to hold a car, so even though we were getting hungry at this point we decided to purchase it right then. They have a very streamlined system and from the arranging of financing to driving off the car with our plates was a relatively quick process. From the time we were –finally– served to the time we drove away took exactly two hours. CarMax has developed a very simple business model, and the prices may be a little higher than average but that reflects the quality that is rolled in. But that simple business model means almost anybody can work there, regardless of how much or little business acumen they may have. Ultimately, this was no better or worse than any car dealership anywhere.
Tip: If you have to wait there for any length of time at all, walk to the back where the Service Waiting Room is to use the free Wi-​Fi.

I came in as a walk-​in for an oil change after trying multiple other places who tried to overcharge me. The Toyota staff was very friendly and got me right in. They didn’t try to overcharge or sell me anything I didn’t need. Even saved me some money. I would highly recommend this dealership for service.

Bought our Toyota here today, and it was EXACTLY what we’d wanted. We had shopped around 3 other Toyota/​Carmax dealerships, and this place was competitive pricing.
But the best part was the sales person– Jerry– very knowledgeable, pleasant, patient, great sense of humor, and most importantly– NOT PUSHY!
We are excited about our new car, and our faith in «car salesman» (at least one!) has just improved!

We just bought a new 4RUNNER from the Toyota side of the house from Adam.
Adam was great– super knowledgeable, friendly, and not at all pushy.
They had a good selection– on par with all of the other Toyota dealers in the area. Actually better since we were looking for the Trail edition and most everyone else had only the SR5 or Limited. But Carmax had them all in stock.
There was a play room that, while not spectacular– more than entertained my 5 and 3 year olds while we finished our transaction.
All in all, a great experience.

They never called us! Completely forgot about us! After waiting an hour when they initially said 15mins. The only good thing from this visit what that my son got to play in the Childrens area with some nice kids. What poor customer service. My husband and I walked around the lot ourselves and were frustrated at the expensive options. I’m pretty sure we can find a better deal somewhere else especially with a trade in. So annoying when you drag your kids someplace and don’t make any progress. Smh.

I bought a Scion here and was pretty impressed with the overall process. Even my wife was impressed with the ease of purchase and expeditious manner of processing the paperwork. It wasn’t your typical back-​and-​forth, hey let me go check with my manager type activity. Sang did a great job with the sale, keeping us informed and managing the process to streamline activities. They had the specific car I was looking for and at a cheaper, Carmax price, than the sticker which was quite surprising and hard to pass up.
Carmax is known for not hovering over customers as they search for a car which threw me off and deterred me initially due to my lack of awareness, and it wasn’t until I took my wife back to look at a specific car that I learned this from her.
On an earlier visit, another salesman took me for a test drive and I was not impressed with his knowledge of the vehicle, which to some extent was even incorrect at times given my research online. I also learned they had three of the vehicles in stock, two of which had dead batteries and led me to believe they don’t take care of their vehicles and made me apprehensive about purchasing from this dealership. I opened the trunk of one and it had leaves in the crevices. Again, I’m buying a new car and it should look new not inoperable and dirty.
I had heated leather seats put in after purchase and the service department made it an easy process of dropping off and giving us a temporary car.
I typically find something to complain about with every new car deal but can’t think of anything negative to say about Carmax other than the cleanliness and maintenance issue above which you can take it for its worth. Im happy with my new car so far.

I accompanied my daughter for her first car purchasing experience and I can honestly say that CarMax did a good job. They qualified her at a reasonable interest rate with what I considered no nonsense numbers. They had good competitive prices for their cars. Huge lot with many quality cars to choose from. Lastly, the employees were friendly and professional.
The only negative was that they gave a low appraisal for her trade-​in. However it was not crazy low and it was not enough to give them a lower 3 star rating instead of 4 stars.

We visited other Carmax stores in the area, and even though we looked, and test drove cars, we found exactly what we were looking for at this location.
We have been looking for a while and obviously knew what we wanted/​needed. We were greeted in a friendly manner and asked if we needed a salesperson to help us. We declined at time because we only wanted to see what they had. Off we went to walk the lot.
This location is the largest, I believe. All cars looked clean and well taken care of. They had a great selection on the make that we were looking and interested in.
We went inside to check the cars we wanted more info on. The computers are a great help and we not only read, but were able to print the info for each car. An appointment was made right then to test drive one particular car.
We went ahead to the customer service desk for our appointment and were greeted by Kaelan.
He was attentive, communicative, friendly and knowledgeable. We drove the car, while he answered our questions. We were satisfied with all we needed to know about this vehicle.
We decided on that car and Kaelan was excellent all the way. He was calmed, relaxed, yet confident in what he was doing. We follow along with him and after all, our experience couldn’t been any better.
Kaelan, Marion-​finance and Althea at the signing desk, were all excellent at their jobs and we are very happy, satisfied customers.
We highly recommend and will continue to shop for our car needs here. Thank you.

Negotiated a corolla a year ago for $ 14 000 (negotiated down From Toyota). Had carmax appraised it, they offered $ 14 000 being 1 year old and what not.
pretty good for 1 year and 5000 miles

I’ve purchased 6 cars from here. I don’t see why anyone would buy a new car when you have places like this around!
My most recent experience here was when I bought my most recent car. Wasn’t the best experience.
Tip: I would always recommend browsing the lot. I found a car that wasn’t even listed and had been there for awhile with a great price.
Bad: The rep I had apparently didn’t believe in showers or bathing. He reaked! Also, near the end while I was signing the papers he all of a sudden went into rush mode and became beyond rude! If I didn’t really like the car I would have bailed the 1^st sign of his attitude!
I dont like the new MD Plates and knew I was getting bay plates on my next car. This clown skipped through everything and caught an attitude when I had questions about the process. Not to mention sent my plates over without telling me. When I told him I wanted bay plates he replied «I already sent the oder and your plates are ready and it would be a huge problem to change it.» I scoffed and told him that wasn’t my problem and he shouldn’t have assumed I wanted standard plates! Not to mention by this time I’m super tired. I’ve spend all day at the dealership now at the end he wants to be a douchebag, not going to happen!
Already thrown off by his mood swing, I left the room and hunted down the manager and expressed my frustration. I couldn’t tell you if they did anything about it or not. The guy apparently has worked there for years, so I’m guessing not!
However, I’m a loyal customer and have spent hundreds of thousands with this company, someone was going to hear about this! Don’t judge a book by its cover, this young lady has contributed greatly to the nice pay check you receive! So mind your manners! Don’t worry the corporate buisness office will enjoy my lengthy letter, on customer service. =)

Do NOT trust this service department. I bought my new toyota from them and had it serviced there for the first 8 years (65,000) miles. CRAZY expensive oil changes … and then… the repairs.
54,389 I was told my water pump was leaking and needed replacement, along with the timing belt (normally replaced around 90K b/​c you have to remove the belt to get to the pump … this is true).
at 65,000 I was told the steering rack had a leak and needed replacing. I was skeptical … I’d had NO issues. I refused the repair — took it to a local mechanic with a fantastic reputation for honesty i should have used years ago — and he verified my power steering rack was FINE. 18,000 miles later I still haven’t had the «alleged» leak replaced and guess what … NO power steering issues.
This department cannot be trusted!

This was my first visit to CarMax. I wanted to get an appraisal for a car I was thinking of selling. I found myself in Brandywine, MD and got an appraisal from Gary. He was awesome and offered more than the dealership. I was sold!
Naturally, I would have like to trade-​in/​purchase from the dealership but sadly, CarMax doesn’t sell new Subaru’s. Promila (sp?) was my consultant and she was super quick and had me out of there in about an hour.

This places bites. I waited over an hour to test drive a car and learned when it was my turn that the sales person didn’t know how to drive a stick so we couldn’t go. After telling him we wanted to drive other cars (automatics) he said they had one of them and later learned they didn’t have it available to drive. He then suggested I come back and schedule and appt to test drive the car cars with him. he still didn’t know how to drive a stick so how would we be able to go? And through all of that I suffered through his terrible breath! Never again. He had an opportunity to sell two cars and didn’t try to sell one.
Afternoon wasted.

Went to this CarMax based on their advertisement… «start here». I figured I could test drive a couple of cars and experience different brands to narrow my search for a vehicle. Well, I walked into CarMax in Laurel and got a completely different experience.
We were greeted and walked out onto the lot to check out a Lexus, we looked at it a bit and I noticed the guy didn’t even offer to turn the car on or a test drive, I found it odd but we kept chatting. I didn’t really like the color of that particular Lexus IS anyway, so we walked over to some VW GTIs they had on the lot. I had never driven a GTI so asked if I could take a test drive, without any hesitation… he said «why do you want to drive it, they all drive the same… just pick one you like». I was dumb founded by that reply. So I asked bluntly, «you’re not going to let me drive it?» and he replied– no. So with that… I walked away.
That was rude, I can’t believe a sales person would bluntly turn down a reasonable customer request like that. Take your business elsewhere, not worth it.