I will never go back to carmax. Since my existence there, i am glad to say I have stopped many friends and family members from going there. It was by far the worse shopping experience I have ever had. Not just car buying, worse all together. So many problems that I dont feal like righting them out. So here are some bullets. Had me unload my stuff out of my old car in trash bags in the snow. Put the wrong name on the paperwork After fixing the paperwork, still had the wrong name, adress, and e mail in the system. Never got information I needed after I got the vehical. Problem with getting my registration and tags. They "tried" to get me to pay for my tags twice because of thier mistake. Three days after I got the vehical, it snowed and that was when I relized the wipers did not work. The refuses to take responsibility. And the last time I walked into Carmax, the man that sold me the car referred to me as a trublemaker. As I said, I will never and will try so stop people I care about from ever going to Carmax. read more

I went to CarMax to get my car appraised this evening and it was such a great, stress-free experience. I had made an appointment online which I highly recommend doing (it takes less than a minute and is super easy). A CarMax representative called and emailed me shortly after to see if I had any questions prior to my appointment. Once I arrived, I was taken care of immediately and my car was evaluated and appraised within 30-35 minutes. They have a nice lounge area to wait in, equipped with a large TV, free WiFi and a nice coffee machine. I worked specifically with Darryl who could not have been nicer. He walked me through the whole appraisal process and then went over my car's evaluation with me. As a first time customer, Darryl was very patient with me and thoroughly addressed all of my questions and concerns. I really liked how easy the process/experience was and how friendly the staff is there. read more

The in person customer service here Is HORRIBLE, i called 3 times and spoke to 3 different people that gave me the same answer and once i got here they said a completely different thing and they're not even nice about it. They all give you attitude like its not their job to be there read more

I actually had an awesome experience at CarMax today. I set my expectations low, but Dean, the employee I worked with, took good care of me and other customers. He is communicative and up front while your service is being completed and he provides options to his customers. He makes sure you feel like no one has forgotten about you and checks in with you frequently. I brought my car in for MaxCare warranty service and they ended up covering both the part the labor AND the deductible which came to almost $1000! It was supposed to be a part that needed to be ordered, but he worked with the tech to find the right part and installed it same day! The whole appointment took longer than I was promised but their WiFi was fast and power outlets are built into the end tables, so I had no issue continuing to work in the waiting area. I was surprised, delighted, and I will be back for any additional warranty service necessary. Thanks Dean! read more

Sold them my car last month and the process was smooth as silk. They were very busy that evening, but we were out the door, draft in hand in about an hour. They did put a pretty strong sales pitch (we are not in the market for another car, we just bought one and Carmax's offer was better than the dealer's). Really, as good as advertised. read more

Very slow service at Carmax Gaitherburg to sell a car. They claim 45 minutes to an hour after you provide all of the paperwork. 3 hours and everyone in the business office just playing on their phones. No loans or any complications. Go to the Dulles Carmax instead read more

I was pre approved for a potential purchase for $23,948 + $2,000 down at 5.41% 390.29 a month over72 months the problem was the vehicle was in Va Beach and there was a lien waiting to clear. Days go by no update from the dealership.No return call when messages were left. A week past I researched a $21,998.00 40,881 mile 2018 Equinox. I wanted to purchase that vehicle.The vehicle was in laurel Md. cool local. The woman who attempted to assist me when I dialed the local laurel location,who by the way was assisting from out of state quoted me a $1,500 transfer fee, laugh out loud.. I reminded her A. Per the write up there would be a $0 cost and B. Laurel is as close to me as Gaithersburg. She back tracked on this charge. Despite my pre approval just one week earlier to close on a deal that was not ready for delivery my credit would have to be run again. Oh by the way that pre approval was valid until January. So now things are really getting messier.The new terms offered me where A. 7.95% at $503 for 60months. B. 8.7% at $475.63 for 66 months C. 9.45% at $454.16 over 72 months. WHAT HAPPEN TO MY PRE APPROVED 5.41 % until January and besides this vehicle is cheaper. Well it was cheaper when I attempted to buy it. I declined their messy way of doing business. By the way The next day the same vehicle now list for 24,097 at 41,000 miles. Clearly that deal was not meant for me. It makes since why there are so many unsold vehicles at CarMax. Rotten customer service. False advertising and underhanded sales attempt. I was skeptical about purchasing a used car anyway. But the offered warranty seem like a reason to go forward. Now Ai question if they would have even honored the warranty. read more

We had a fabulous experience at the Gaithersburg Carmax. Our sales rep, Michael, was very knowledgeable and friendly. Taught me a lot about cars as we compared cars, and test drove five cars. Our buying experience was positive in every facet, the sales person and the finance person, Everyone was upbeat and positive. We were treated very respectfully, and no pressure. I will definitely buy again from CarMax! If you go to the Gaithersburg location, ask for the young man named Michael. He is originally from Ethiopia. He is very bright, very soft sell, knows a lot about cars. Highly recommend him. read more

We were at Carmax today because we need to purchase a vehicle immediately. Wee were there for 45 minutes and not one sales person ever came out or asked if we needed help. We are now headed to another dealership. Wish us luck! read more

This review is for CARMAX in general and also in particular about the Carmax that I normally go to (in Gaithersburg, MD), from 1998 when I bought my first car with them until Dec. 2019 when I bought my last car with them. I am giving Carmax a 4 Star review, almost a 4.5 really. Before writing this I read the many other reviews and was sad to see that there are so many negative reviews as of lately. I wonder why? I tend to think that as of lately they may be having a not so good management team (not watching employees and not making sure that they do the right thing) or just a bunch of newer unprofessional employees. But I think that this company, because of these newer issues, is getting unfairly rated. As a business model I think that Carmax is a great place and if all the employees and management would follow this company's business model it would be a top rated place all the time. My personal experience has always been positive and I have always driven away with my 1st choice of car, feeling on cloud nine (that is super happy!!!). On several occasions I went there to look at cars in person (after having searched online and wanting to see a few models more closely and maybe test drive them) and I ended-up leaving with a car, in a matter of 2 or 3 hours, with no hassles. So not sure what the other people, with negative reviews are talking about, like I said, I think it must be that they were unlucky and got a bad employee who messed-up the whole experience for them. I have bought about 6 cars here. Twice I have picked a car that was available out of state and after paying the transfer fee over the phone with Carmax, I have had no issues with that. After the car arrives to the local Carmax they will call you, they put the car through inspection again, to make sure it drives ok and that there were no damages during the transport and when it is ready you go to the store to finish the process (pay the down payment and sign the papers and drive away with the car that same afternoon). I have always been happy with this company, their services and their cars. I am subtracting 1 star or 1/2 of a star because the car before last that I bought (Mercedes ML-350), was in Florida and when it was ready for me to test drive here the car had a sort of bad mildew smell and also it was dirty. I had to ask them to clean it but they should have inspected the car before calling me and telling me that my car was ready...Someone vacuumed it and I had to wait for ever but the smell never fully went away and it still comes-on when I turn on my heat or air conditioner...so wasn't happy about that even though the price I paid for this car was soooo good. The other thing, I bought a Mercedes SLK-250 last year for my daughter and paid to bring it from Los Angeles, CA. The website said that they had put 4 brand new tires to "meet Carmax standards", yet now February 2020 (a couple of months later) my mechanic is telling me that all tires are bald and need to be replaced (we don't drive long distances), so not sure if Carmax says that they replaced all the tires in all their postings and don't actually do it or what, but I would suggest to make sure and inspect the tires when test driving your car. Not happy about that either. I will be more careful from now on. 4-4.5 stars to CARMAX read more

We came here for an appraisal on our car we were selling. Easily made an appointment over the phone! When we showed up, we were immediately seen and were comforted by the adherence to COVID guidelines that we saw happening! Everyone had masks on, hand sanitizer was available, and there were screens up to provide an additional barrier which we appreciated! Got our car appraised in about 20 minutes with what was an extremely reasonable price. We were very impressed with the professionalism and speed! Will absolutely use them again! read more

I have been using CarMax for 10 years. Normally, a great experience. However, please do not go to this CarMax location. It is substandard in every department. The salesperson are unhelpful and unknowledgeable, the business division is completely lost when it comes to paperwork and the service division is unresponsive. It's almost like they are trying to lose money. read more

WHAT A NIGHTMARE!!! EMPLOYEES HERE HAVE NO CLUE HOW TO BUY OR SELL CARS. Have been back 3 times trying to sell a car. Every time I return, they review my paperwork and I get told a different story about what is needed for them to purchase the car. It's just an old junker they offered me a grand for, and apparently it's going to cost me nearly that much to satisfy them. THEY ACTUALLY TOLD ME I HAD TO GET A NEW TITLE BECAUSE MY LICENSE DOESN'T SAY "JR." AND MY TITLE DOES. THE DMV SAID THEY'D NEVER SEEN ANYONE WITH THAT ISSUE BEFORE. BESIDES, I'M 29...IF I WASN'T THE JR, WOULD MY KID BE OLD ENOUGH TO OWN A CAR?????? Take a look around....most of the staff just sit around and chat and barely anyone is working. It should be no surprise to you then when they will tell you something will take 15 minutes and it ends up taking 90 (from inspections to paperwork, no Carmax employee has told me anything would take longer than 20 minutes....nothing has taken less than 45). Clearly no one actually knows the entire way to process something here. Expect that each staffer will only tell you a small portion of what you need to know, and it'll be up to you to put the correct steps together. read more

Fourth car sold at CarMax, third purchase, this time around. Couldn't be happier with all of my previous experiences, but this time was probably the best. Had the car I wanted shipped, for free, from Richmond, VA to Gaithersburg, in less than a week. They got it inspected for Maryland and ready for me fast. I went in and they checked my car out while I took the new one out for a quick test drive, by the time I came back, I had the offer I was looking for and I purchased my new car. Doesn't get any better! Love the staff and highly recommend CarMax Gaithersburg to everyone who wants a car. My sales consultant Anthony was simply the best. Thank you!! read more

Helped my grandson buy his first car at the beginning of August. The engine totally blew out within 2 weeks. A rebuilt engine was put in and it took an entire month to complete. Now the water pump is leaking. Of course the 3 months are up to get a repair. Carmax should be ashamed of their business practices. They had to know what was wrong with this car. Stay clear of this business! read more

If it was possible to give the service dept. 10 stars I would. On my 2014 Ford I have had multiple problems from the first day I purchased it. The service dept at CarMax in Gaithersburg has always bent over backwards to help me resolve all the issues as fast as possible. Times when I was in a real bind where I needed transportation they offered me options that I feel no other dealership would never dream of. I feel like I am treated fairly and with total respect at this location, and not just another number on a paper read more

I purchased my new-to-me Nissan Rogue in December of 2018. After 3+ years in DC it was finally time to buy a car. I applied for financing online and very quickly received a call from Miguel Cruz. He was prompt, respectful and incredibly informative. In the days leading up to my purchase I had a ton of questions! He answered everything and was fast to respond. On the day of purchase he took a ton of time to make sure I felt good about my purchase. He didn't pressure me to do anything and when I was debating between two options he helped me weight the pros and cons to both. He waited around after closing to make sure I understood my paperwork and even placed a cute bow on my new ride. Miguel, made the process a breeze! read more

I have bought a number of cars at carmax. I bought 2 in the last 3 months. A Fiat 2014 500L for my younger son to replace our 88 Volvo 760 which was dying. I also bought a 2014 Jaguar F-type last month to replace a Lexus 2010 IS250C which I also bought at Carmax. The last two sales were with Adam and he was the best. No pressure, well informed and went the extra mile with having cars transferred from other locations and our test drives. I would recommend this location above others in the DMV area. The only reason I am not giving 5 stars is that there is always more of a wait to complete purchases than it realistically should take when you are not financing the car. Not our salesman's fault. read more

7/12/18: May be a good place to buy a car, I haven't had the experience. But selling a car, be ready for high pressure and low ball offer Update 7/24/18: 2 days ago I get an email to bring in the car again if I want to sell it to CarMax. I contacted the sales agent, who said the offer will not be revised, suggesting it is a waste of time to bring in the car again. I write back to corporate, who claim they respond within 2 days - that deadline has come and gone and no response. They're good at this game. read more

I had a great experience at CarMax with D'nise. She answered all of my questions and if she didn't know then she made to sure to find out. She was very patient and helpful and even came in on her own time to make sure we could complete the sale with no holdups. read more

Working with this CarMax and my rep Dennis was a great experience. He was polite, and really took the extra time with me thru this whole process. He took the time to listen to, and really carried about my needs getting me into the right SUV. We finally settled on a 2014 ford Escape that I love, got a good finance rate and Dennis even worked directly with the lender. Plus he even laughed at my jokes!! Thank you Dennis for the extra hand holding you gave me to make this a pain free process read more

This place is a scam, they wanted to pay me less than half of the blue book value. Do not waste your time.

Unbelievable rip off. They get you when you sell your car to them and when you buy. I've done better with dealership trade ins! They came way below the Kelly blue book value for trade in. I'm selling my car here because I'm out of time before I move but I will never ever use them again for anything. If you are willing to pay for the convenience come here but if you have the time and energy to sell your car yourself you can avoid a major rip off. read more

The "we'll buy your car even if you don't buy ours" ad is nonsense. They bring up bogus repair needs to devalue your car and hope you are desperate enough to bite. They said I had transmission problems which I knew I didn't. I took it to Firestone (who I have dealt with for years and I trust) right after for a complete diagnostic and they told me what I knew...my car was in great shape. Beware of CarMax. They lost my business forever. read more

Avoid at all costs. Horrible to work with, not a single employee I interacted with knows anything about cars or the laws surrounding their ownership. Disorganized and completely incompetent, make false promises and don't follow through, the list goes on. I have worked with other carmax locations that were great - save your time and money and go somewhere else! read more

Have test-driven cars here and sold a car here. Good professional service. Fair prices. No pressure salesman. Very laidback car buying/selling experience. Wait can be slightly long at times. read more

I have bought 3 cars for carmax in last 7years. Went to but our 4th and had a horrible experience. Went on a Friday just to browse and was helped by John Kelly. He was great and patient, however since we weren't planning on a same day purchase we didn't have the title to the trade in and arranged to come back next day. We unfortunately arrived after John had left and had Dion assist us. Dion ran into a question regarding how to input a second job when processing the financing and called over the Manager Ayo. This guy is horrible excuse for a manager who needs training. He instructed Dion to input the biweekly earning amount a number that was significantly different that was shown on the paystubs presented. Which concerned is because it made absolutely no sense why he would disregard the amount list on the paystubs presented. When questioned he got defensive saying that he had done this for years. That the amounts are input based on YTD and divided by the number of weeks . My was got upset and said that this was not valid because we've never completed an application this was and would be inaccurate because she started part time for the 1st two months of the year. Manager got upset and walked away I left us to deal with Dion. We asked Dion what he thought and he said that he was under the impression that you used the amount that is listed on the multiple pay stubs as your bi-weekly amount. He went to look for the manager Ayo again and came back very disappointed saying that the manager was not going to come back to talk to us and that he was told that he needed to be retrained because he was not following procedure correctly. I saw the manager walk by so I approached him and asked him if I could please have his card so that we could talk later. He was completely standoffish, refused to provide me his card and kept saying that he was with a client and he could not help me. Appeared to me that he was upset that we questioned his knowledge so he decided to flex his authority. I was completely insulted so i went over to dion and asked for Ayos managers name. I emailed Jim Cioffi that same evening and texted John Kelly asking for assistance. John called next morning and asked what happened and said he understood our concern and wold get Jim to contact us. I've spoken to multiple people that process financing applications and people at the new dealer where I decided to purchase a better car and in no way does what Ayo was doing make sense. I'm afraid that Ayo is incorrectly processing financing applications. I have yet to hear from Jim, after 2 days. I'm very disappointed that a man's ego and lack of customer service skills played a negative role in our buying experience. I do want to ad that the dealer appraised our car 2k less then the second place we went. I also overheard a guy in the other side ask a customer what they wanted car appraised before he started to explain the appraisal and it all seemed very sketchy. Mentioned numerous issues the owner seemed unclear or unfamiliar with. just seemed odd. read more

For my trade-in vehicle, they offered me 1/3 of the black book value. This is an absolutely ridiculous offer. Big waste of time. I will take my business somewhere else. read more

bought a 2016 vehicle w/~30k miles. 3 months later, the battery dies and I'm 7 months pregnant, stranded in 100 degree heat! FUN!

Bought a 2013 honda crv this year on march 3 hasn't been a year and i need a new alternator and battery not covered only a 30 day warranty

Here's another reason why you should buy pre-owned cars from carmax with their maxcare plan. I needed to get my car fixed after it died on me. I spoke with two different people, Brad and I think Ed. Both were extremely helpful and accommodating. They went above and beyond and took care of my car for me. Compared to other dealership experiences I had, I am giving the service department at carmax two big thumbs up. No shady business and no none-sense. Complete professionals that knows how to take care of their customers!! Amazing!! read more

Made an appointment online for an appraisal, received a call 20 minutes before the appointment confirming it. Got in my car right then, as it's 15 minutes away. Checked in about 5 minutes early and was sent to the waiting area. One hour later, I was still waiting, and not one person had spoken to me since checking in. So I got up and left. I went to Carmax assuming I'd sell my car somewhat cheap in exchange for a super easy sale. It was certainly easy to sit in a chair for an hour, but there was no sign of selling my car. What a waste of time. read more

Extremely Happy with the service team here. I bought a 2015 Jeep last year which had 2 factory recalls. Carmax gave me a loaner and took care of it for me. A few months back my key prob stopped working, no biggie i had 2. Then that one started to not work so I went to Criswell Jeep and bought 2 new batteries thinking that would do the trick... Well it didn't still the probs wouldn't lock car, wouldn't open car, then the worst.... car wouldn't start....stranded!! I called Carmax and they said it was under factory warranty and that if I brought it over they would take it to Jeep, I asked if i could go directly and they said yes. Took Criswell more then a month to get it in to be seen they were so backed up. Finally got in and 3 days later and pay up front 140.00 to check electrical I was told it would be 700.00 because they felt the part that was not working had been tampered with... I went back to Carmax and told them the situation. George was AMAZING!! He tried calling Criswell for answers but the service person was no longer employed.... criswell had no idea what was going on. Again George was amazing he gave me a loaner and told me he would take care of it.. Aaron with Carmax assisted George by keeping in constant contact with me letting me know the progress. After 3 long weeks of going back and forth with Criswell they were able to get my car service correctly. Aaron AWESOME, gave me a call and told me it was ready!! When I got there he went over everything with me, had my car washed and full tank of gas!! They both really went the extra mile!! Thank you both!! read more

Service manager George Harwood and customer advisor Dean Vines listened to my concerns regarding a 2012 Rav I purchased with patience and interest. Offered me several options to solve my challenge and then scheduled my repairs in a timely fashion. I received my car as promised properly repaired, washed with the interior in pristine condition. The repairs they performed two weeks ago solved my issues. I am very happy with all aspects of the service I received from this Carmax location. read more

As a recent college grad, I visited CarMax to buy my first car, and my experience could not have been better. From beginning to end, everyone was professional, friendly, and helpful. When we first walked through the door, we saw how spacious, bright, and clean it was (very important due to COVID-19!). We worked with Joel, and he was so kind. He truly listened to me and my parents, and there was no haggling whatsoever. We really liked how we could take the car for a 30 min test drive before purchasing. We walked away with a detailed breakdown of costs, and a smile on our faces. Thank you CarMax Gaithersburg! read more

I was iffy about going here because of the previous views, but we decided to at least give it a chance. Let me tell you, this was the fastest and smoothest car buying process I have ever had! I was able to find the perfect car I want, there was a problem with a title so John (one of the best salesman I've ever had) told us that he could get the same car, but WITH MORE FEATURES, transferred to us for free. We were so happy. The financing was so simple. He took his time, and thoroughly explained everything to us. We opted to also get the Maxcare warranty, which covers SO much. Also, we decided to do Gap insurance, God forgive any accidents happen but just in case. He made this the smoothest and fast car buying experience. read more

I have purchased and sold more then 30 vehicles (for personal use) at the local carmax in the Rockville/Gaithersburg locations. I have NEVER had a bad experience with either the sales staff or the maintenance and support TEAM there. They have actually gone out of their way on many occasions to correct issues and concerns I may have had and went above and beyond to make sure I was happy. My most recent purchase (last month) was another example of their professionalism and dedication to the customer needs. It is no wonder they are they Number 1 in the Nation. Ed H read more

THE GENERAL MANAGER LIES TO CUSTOMERS! I traded in my 2015 GMC Sierra and bought a 2010 Mercedes E63 AMG with 15K negative equity rolled over from my truck. The buying process with Brij from sales was great, i paid $488 to have the car shipped from another location and Brij kept me updated the whole time. When the car arrive he made the paperwork process as easy as could be for me. After a few days of driving the car i noticed that something was not right with the way the car drove so i reached out to the service department because i had purchased the "Max Care" warranty through the dealer. I went ahead and dropped the car off with Dean in the service department and they put me into a Kia Optima loaner. Dean did a great job a literally called me everyday to keep me updated with what was going on with my car. After sending it off to Euro Motorsport to have some software updated. the problem was thought to be fixed and i got it back 2 days later. Unfortunately the problem was still present after driving it for 2 days after i got it back. I took the car back to Dean again and he had it sent off for the second time, this time i was put into a Honda Accord loaner. After the car went back to Euro Motorsports and Dean got feedback on the car because it was a problem with the air/fuel ratio, clutch and transmission he informed me that it would cost a lot to fix my Mercedes and that they will probably buy the car back from me to wholesale it and they would put me into another car. I went on the website and started looking for other E63 AMG's because this is the car that i wanted from the start but unfortunately i couldn't find one so i found a 2013 BMW 650i Gran Coupe that i was willing to settle for. I then had the BMW transferred over which took another 21 days. Now the BMW was 7K more then the Mercedes that i had purchased. So i reached out to Jim the general manager to see what he was able to do for me since they sold me a bad Mercedes. THIS is where my issues start! I went in and spoke to Jim, i told him everything that happened and how my experience with carmax was going so far. I told him that it is not my fault that his dealer sold me a car with a bad transmission and that i bought a Mercedes AMG from them and paying $1500 a month in car payments but since i bought the car a month and a half ago iv been in the Mercedes for less then a week and have been in loaners for over a month and one of the loaners almost broke down on me. I told him that for the inconvenience i have been dealing with for the month and a half since i bought the car along with the fact that they sold me a car with transmission issues i feel that he should work with me on the difference in price of the BMW. He then told me that he does not have the power to adjust prices on cars but he will reach out to someone to see if he can get 1K taken off and he would call me back the next day to let me know. The next day came and he never called so i got fed up and called customer relations which informed me that the price adjust is the decision of the GM of the store location. Which means Jim sat there and lied to me face... customer relations reached out to Jim to see what was going on with my car and why i was such an unhappy customer. He then has someone else call me back to tell me that they are going to fix my AMG. I told them i dont want them to fix it because i no longer want that car because it has a history of transmission problems now. I then was transferred to Jim and Jim tells me that i have no option but to have the AMG fixed because he is not going to budge on the price of the BMW. I got so fed up i told him that i would come in and pay the difference in my negative equity and walk away from the deal because i do not want to buy a car from him. I ask for the exact numbers on what i owe and how they got that number and told him i could be there in 15 minutes. He then tells me go come in and we can sit down and talk about it, i got to the dealership and saw him running from the dealership to his car and leave. what kind of GM does that? He tells me to come in so we can talk but come to find out he left because he didn't want to deal with me... So i went ahead and paid the 9k difference and walk away from the deal and expressed to other employees in the store that the staff is amazing. The ONLY reason i walked away from the deal was because Jim the General Manager lied straight to my face. it would have costed them 1k to have the AMG diagnostic done and another 3-4K to replace the clutch. Who knows how much more it could have been for the transmission and engine problems. If he would have just been honest with me and told me he could take money off but for whatever reason he doesnt want to then i probably would have paid the 7K difference to get the BMW. i mean come on, i just paid 9K to not have a car anymore and walk away from this dealership because of the GM... money wasnt the issue it was how he handled the situation read more

I've been very lucky with cars from this CarMax location having purchased my 4th one since 2000. My cars have been pretty much trouble free but have to give them only 3-stars for not catching/addressing problems with the cars before they're sold. They consistently miss obvious defects/anomalies after having told me (before purchase) they've completed a 135-point check. I would have given them 4-stars if it were not for this trait. My experience is that they do address problems swiftly once brought to their attention in the 30-day warranty period. Would I make another purchase here? Yes... read more

Being as honest as I can. Place is very nice car choices are seemingly unlimited. The sales person all she did was rush us the whole time . It was more about her than it was about us . So if you are in the mood to spend a large amount of money and be rushed and told all the things that they have to do that day then this is the place for you . read more