Paid to have a car shipped from Norcross. Had an appointment today to drive it. Salesperson was helping another customer so we had to wait 45 minutes past our appointment time to test drive it. No one else could help us? Opened the car door and it smelled like a nasty ashtray. There is no way in hell they should be trying to sell this car. No detailing could even address the smell. I walked after driving it. I have never bought a used car before but I thought dealing with CarMax would change my mind. Nope. Back to only buying new cars. I am pissed that I had to pay shipping costs for an ashtray. UPDATE - CarMax refunded the money I paid to have the vehicle shipped. read more

Salesman Kenny Pinkard was so knowledgeable with the cars on the lot that we looked at and helped us find our perfect car! Thank you Kenny!!! read more

I recently purchased a vehicle from CarMax, and the buying process itself was smooth and easy. I completed most of the transaction online, and the salesperson I worked with was friendly and helpful. Unfortunately, my experience after the purchase was very disappointing. While I was at the dealership, my personal vehicle was hit in the parking lot. When I called to ask if management could review the security cameras, I was repeatedly told that no manager with camera access was available and that someone would call me back. I made three separate phone calls over several days and never received a callback. By the following Wednesday, I went to the dealership in person and was finally told by a manager that there are no cameras facing the front parking lot where the incident occurred. Had someone simply provided that information during my first call, it would have saved me several days of frustration and wasted time. While the sales experience was positive, the lack of communication and follow-through from management regarding this situation was disappointing. Better customer service and timely responses would have made a significant difference. read more

I had, without a doubt, the most insane experience with this Carmax. I almost never post negative reviews, but it's been messing up my life since I got my car from them back in Oct. In fact, I'm posting this everywhere bc it's so absurd. So first of all I want to say the person that actually sold the car was cool. His name was Vivek. We're leaving him out of this. Buckle up, this is long. So I got a Kia back in Oct. When I first got it, we all noted a strange smell. We decided to get it re-detailed that night and bring it home the next day. WE LET THEM KNOW ABOUT THE SMELL. So we picked it up and there was a ton of air freshener that they'd bombed it with. But when we got home, we realized the smell persisted. My fiance decided he'd try to figure out where it was coming from. So he went in the trunk, popped off one of the little panels covering the tail light, which was super easy, you dont need tools to do it or anything. And what did he find? MOUSE NESTS. WITH AN ABUNDANCE OF MOUSE PEE AND FECES. (Pictured) I need you to understand that mouse waste can lead to hantavirus, which can KILL YOU. Clearly, we took the car back and let them know what was up. Now, we only had one car at the time, and after 4 days of Carmax still working on our car, because apparently they had to order a whole new trunk, since it was SO SOAKED WITH MOUSE PISS, we asked if we could have a loaner. Enter Mitch. So my fiance calls and asks VERY POLITELY if we could possibly have a loaner car until my car was fixed, since we were spending money on Uber. Mitch was super rude and shut it down. Said no way. So my fiance then called a higher up who said it would be no problem whatsoever and gave us a loaner. So Mitch was...just being an a-hole I guess? It takes a week to get our car back. But then! A couple months later? The AC dies. In hot Virginia. So we take it in. They say it's fixed. No a couple months later, it dies again. We take it in. They say its fixed. Guess what? Its wild, a month later IT DIES AGAIN. So finally we take it to one of their contracted garages. They say that Carmax didnt even check the line for a leak. They work some magic on it and tell us when it dies again to show Carmax the bill. But it was $400 up front. Im disabled and my partner works at a non profit, $400 is a lot. It could've been used for food, or gas, or bills, but no, it has to be stuck in limbo until the AC dies again bc for whatever reason Carmax can't fix the AC. Or find a very obvious mouse nest. Or do anything, apparently. PS we are paying for MaxCare, which covers non routine car services. So we're also wasting more money. We thought MaxCare would take care of issues, but instead its just wasting our time and cash. Don't go here, my entire experience has been so absurd it's laughable. I'm out of money and out of patience because of them. read more

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Service! We went yesterday to buy a car. We were told there would be an hour wait. So we waited and picked out a car. When we went back to check on how much longer it would be, we were told it would be another 2 hours. There were salespeople all over the parking lot just standing around. We left and will be going anywhere but there! read more

If I could give zero stars, I would. My husband and I showed up on a Saturday ready to buy a Ford F-150 truck. We waited for 2 1/2 hours and NO ONE helped us, so we made an appointment to come back later that evening at 7:00. We came back at 7:00 and waited and waited. By the time we were called, an hour later, it was 8:00 pm--an hour before closing--and our sales person was trying to help others at the same time because they didn't have enough salespeople scheduled. So we ran out of time. We made ANOTHER appointment for today (Sunday) at 1pm and waited for another hour and a half before we gave up. I wasted my mothers day weekend trying unsuccessfully to purchase a vehicle from Carmax. Based on results, I have concluded that Carmax doesn't want my business. I have bought several cars from different dealerships over the years, and as soon as I walked in the door, a salesperson was always standing by ready to sell me a car. That wasn't the case here. The decision to buy a vehicle from Carmax was a fruitless endeavor and colossal waste of my valuable time. I won't go back to Carmax. Terrible! read more

Bought three cars at CarMax and will never buy another one. If you buy a car, immediately take the car for a full inspection at your preferred garage. I did not do this and two out of three cars ended up in the shop within 6 months. read more

I had a problem with a truck I bought at a different Carmax in a different state, but they took great care of me here. They didn't bother charging me for practically anything so I had the car cleaned before I dropped it back. Great people and very customer service oriented read more

I bought a 2023 Honda Odyssey with less than 30 thousand miles and had to return it because, upon inspection by my mechanic, it had a large rat nest under the engine cover and the CV boot was torn. Both of these issues could have been discovered by a routine inspection, which makes me think that their inspection process is a joke. We then returned the vehicle and were told the check would be processed in 10 days. More than three weeks later, we have still not received this substantial amount of money and have had the run around by various staff in their business office. read more

Ordered a car for express pickup and set an appointment but still had to wait almost an hr to pick it up. Whats the point of setting an appointment and showing up on time if it's not ready! Solid car buying experience all in all though. Just be prepared to have checks and everything ready when purchasing if using an outside lender. read more

I was surprised how straightforward it was for me to sell my car here! I first went in for an appraisal and they were pretty quick with the evaluation. Scheduling the appraisal was quick and easy online. When I was ready to sell, I just walked in with my offer and the staff took care of everything for me. They were pretty clear with their instructions and staff were all super friendly and respectful. When you first walk in it might be a little overwhelming cause the facility is big but there is someone at the front desk to orient you. To the right, there is also a small waiting area with some chairs, basic drinks, TV, and bathrooms. While there was a pretty limited selection of drinks I appreciated how clean the area was kept. Only thing is that some of their instructions were a little outdated (ie for me the instructions to inform the DMV etc were not the right contacts). read more

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CarMax would never be my personal choice for car hunting due to their "no haggle" policy, but the person who asked me to accompany them was pre-approved here, so they wanted to check them out. We visited on a Friday around 2pm and it was quite busy. Unfortunately, all three cars we attempted to view had issues - a check engine light, pure filth and uncleanliness, etc. It makes no sense to advertise cars on the website that are in no condition to test drive or sell. It was an utter waste of time. Furthermore, the lowest APR they offered was about 15.8%. Interest rates are high right now, but that's exorbitant and predatory. (And yes, our credit score is great, and we did manage to find a much more reasonable and competitive APR elsewhere.) FYI, not only does the no haggle policy apply to the price of the car itself, but also the APR. Granted, we could have sought financing elsewhere and still purchase a car here, but the experience described supra made us realize we needed to dip out and explore other dealerships. The gentleman who assisted us was very kind and helped us to the best of his ability which I greatly appreciated, especially since my counterpart informed me that they visited the Midlothian location and no one seemed interested in assisting them which is how we ended up at the Short Pump location to begin with, but CarMax would have to be the last dealer on earth before I even consider visiting again. read more

I've always been hesitant of Carmax as I have multiple friends who've purchased vehicles here and had bad experiences - cars being not as advertised, unreliable, exorbitant prices, etc. but was in the process of selling my car and figured I'd get a quote. I came in after calling to see if they could do an appraisal and made an appointment. The man who assisted me got me set up in the system and then told me to have a seat in their waiting area and they'd be done in 20-30 minutes. Almost TWO HOURS later, I checked back in with him as my patience and understanding of running over schedule timed out, and was told that I was "lost in the system". His whole attitude had changed and when he passed me the paper with the "offer" on it; would not even look at me. Pretty sure I was forgotten about completely lol AND no one wanted to shoulder the blame for it, no apology for it, nothing. Now, the quote. I'd gotten a carvana quote and he'd told me he would be curious to see how carmax compared as they were known for have the best prices when purchasing used cars. CLEARLY not the case. The quote they gave me for my vehicle was LAUGHABLY cheap, absolutely unreasonable. On my way home I stopped into Rick Hendricks up the street - the used car manager had my vehicle appraised in 15 minutes and offered me $4,000 more for my vehicle. Obviously I went with Rick Hendrick, and the entire process was smooth and seamless. Screw CarMax, don't waste your time. Even if your credit is bad, like another reviewer pointed out, try a more honest dealership. read more

I went knowing exactly what I wanted. I was afraid to talk to anyone as they would not have the car. I was amazed that they had what I wanted. My salesman was terrific. Rich listened to me and pulled up what I wanted from the computer. He explained all the ins and outs for every plan.Thank You Rich and Thank you CARMAX for having a well trained and compassionate salesman. read more

I'm sorry that some had a bad experience. As far as me, it was seamless buying a car from CarMax in Richmond. My car was delivered from another CarMax. I was able to track the car entire time. When I got to call to go take for a test drive. After seeing the car I didn't even take for a test drive. The car was absolutely spotless. I purchased a 2017 Volvo S90. You expect some flaws in a 2017 right!? No flaws at ALL. CarMax even put 4 brand new tires. No cheap tires. High performance tires. It was the best car buying experience of my Life! Oh yeah, my state inspection was already done and I had hard tags already on car! read more

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David Tillar is an absolute dream to work with!!! Every time I bought a car from here he was always there for every step! He's a very up front guy and always got me done right!!! 3 cars bought here and have never been more satisfied! read more

We had a great experience here! We came in with an appoint to have our Jeep appraised and we knew the exact cars we wanted to check out today. Dillon is a great guy. He liked that we came prepare with our budget, stock number of cars we wants to look at and knew exact features the cars must have. We checked out 3 cars in our list as the 4th was located at Midlothian store. Dillon is super friendly and made sure we had a great car buying experience. We test drove an Equinox. After that we had to go through the paperwork. We ended up being there for almost 6 hours. The reason it took long than expected was because they had to get in contact with the Clearwater store (where we bought our Jeep). They had to get the info about the MaxCare balance to roll it over to our new loan. Kenny assisted Dillon when explaining the financial part. Since it took 90 minutes to get info back from the Florida store, Kenny said lunch was on them. We walked to Wawa and got some sandwiches and ate them in their waiting room. After we finished lunch everything was finally falling into place. Lisa came from the business office for us to sign the paperwork. I can't thank you guys enough! Great experience here. I've bought 4 cars from Carmax in 2 different states. They take al precautions during covid. All employees wear masks. There are sanitizing stations at the entrance. The employees computers are marked when they are sanitized or when they need to be sanitized by a yellow tab at the top of the monitors. Clean restrooms too. They have plexiglass on all the financing tables between the customer and the finance people. As well as at the business office too. All cars are locked during covid. Test drives during covid are only the customer and not the salesperson. read more

CarMax - Used Car Dealers Near Me - Glen Allen, Virginia

I've bought 4 cars from CarMax and have them serviced here. We will be purchasing another vehicle within the next 6 months and will buy from CarMax too. Why? Because they make it easy. You know the dealerships that make you work for a good deal. They have the price on the car by it's usually not the real price (e.g., "we've added undercoating which costs $200"), so you spend hours with the salesperson going back and forth with the sales manager and it usually results in nothing but frustration. Not at CarMax. The price is the price. No pressure, great help with financing and you can literally be done within an hour. On my last car purchase, we intended to buy one car and return later for a second, but because we found two well-priced cars, we bought both. We are still driving these cars several years later. One previous car we owned--a Saab--had tinted windows. One time we were pulled over and told the tint was too dark. Yeah, police should be catching criminals instead of worrying about tint, but...long story short, CarMax fixed the tint and paid the fine. So bottom line is that CarMax puts the customer first. Buy your next car here. read more

I bought my GLA 250 at the Broad Steet Carmax four years ago. Still very happy with the car and the excellent service they provide for the periodic checks. read more

5 stars for service and ease. 3 stars for value (you pay a premium for said service and ease lol). Although I did not end up buying my car from carmax, I still had a good experience test driving vehicles here over the last month or so. What I love about Carmax is it is so easy to buy and test vehicles here. Limited contact with others, no haggling, great return policy, etc. This is a great local competitor for Carvana and Vroom. Now, with that said, you will pay for this service. I was willing to do that, however, because I hate buying cars and negotiating. I will do anything to avoid that and Carmax's hands off policy was speaking my language. Highly recommend working with Benita, who was great at explaining everything to me and keeping in contact via text. She was not pushy (nobody I encountered at Carmax was) and she was very interested in getting to know what exactly I needed so she could help me find something. In today's car shopping climate, unfortunately you can't be picky. Once you see something, you have to jump on it. I reserved a vehicle on Carmax.com and they were in the process of transferring it to me from the Maryland store, but it was delayed. That delay ultimately cost them a deal because in the meantime, I found a bigger and better vehicle and purchased elsewhere. But, like I said, I would still recommend Carmax to anyone in the car buying process. read more

Purchased a 2019 Toyota RAV 4, $32,000 drove it for 5 days when an engine light popped on. This was not an oil light. We purchased the extended warranty to cover such events only to find out we have to make an appointment to bring the vehicle in, the soonest it could be looked at was a week later. Of course none of this info was provided to us when we bought the extended warranty. So unhappy with Carmax. read more

Scheduled an appt to test drive a car. Showed up at the appropriate time. Checked in. Waited..... kept waiting..... and waited some more. Almost an HOUR later I decided to leave. As I was walking out someone caught me. They couldn't find any record of the car I wanted. I was offered to test drive a better model. So I did. You get a whopping 15 mins to drive the car. It was not cleaned in any way inside and super overpriced. Yeah no thanks. When I finished the test drive the guy was like what did you think and I just said thanks but no thank you and left. Horrible service. read more

Great customer service in the repair section. Friendly staff. Good value. We really like it.

Terrible customer service. Lies, Lies and more Lies from sales people and managers. Go to a real dealership. Carmax removed a hold I placed on a vehicle after going through financing and requesting the car to be shipped to my home. They also advised they would reimburse me $40 for the multiple times I had to travel back and forth to their establishment for a test drive ....they didn't!!!! I ran my credit and business credit, secured a loan only for them to remove my hold afterwards and sell the car. They also stated I could not apply through Bank of America with my business. I went online and was approved with my business through Bank of America. Bank of America rep stated Carmax does work with them. I called to speak to manager and was advised all managers were in a meeting at 7pm. No one ever called back! read more

Thank you so much to the two gentlemen who helped me changed my tire on Saturday night outside your business. Today been an absolute horrible day & it was such a restore in humanity. read more

CarMax - Used Car Dealers Near Me - Glen Allen, Virginia

Terrible management. They don't care about you once they have your money, and especially if they make a mistake. We purchased our first Carmax vehicle from the Richmond branch in August 2022. We had a great experience and thought we were happily part of the Carmax family. Unfortunately, the Richmond branch incorrectly filed our title (which we had to pester them to complete). When we had a total loss collision and the incorrectly filed title became an issue, the vaunted customer service disappeared. Richmond Branch Business Manager Brent Matthews actually yelled at us over the phone, told us that the mistake was our fault (it's not, we have a clear email chain with the incorrect directions, after six weeks of us trying to push Carmax to finish it), and refused to help us with Carmax Auto Finance. Additionally, neither Mike Evans (Richmond General Manager) nor anyone else at Carmax leadership reached out to address our situation, despite multiple calls and emails. So much for customer care. They inflate their prices because they say they provide a better customer experience, but they really don't care about you once you've paid or signed the loan. Better off saving $3-5,000 and going with a regular dealer. We will never purchase from Carmax again. read more

This place is beyond deceptive and liars on what their cars actually are engine wise . Went and bought a Nissan rogue believing it was awd as it was advertised as one. Turns out it wasn't so I was overcharged for an engine type I didn't actually have. Their "fix" was to knock off 1k for it but didn't seem to care that they made that type of error. I specifically wanted Awd and that's what I thought I was getting but no. And the office was beyond rude to me as was their corporate office. Thank god my car was still there and I was able to just get mine back. But this is the second time I've been burned by this location. First time the car died on me while driving to make a left turn on to Patterson ave and had oncoming traffic coming at me. Their solution then was put me in a more expensive car. Again that first time I got my good ole faithful honda back as I did now. Word to the wise , DO NOT BUY OR SELL TO THEM. They will be super sweet and wonderful when they get a sale but the moment you have an issue or concerns, the gloves are off and they are rude , and frankly don't care. read more

I bought a 2018 Chevy Silverado with 48,000 from Carmax about a year ago. I put a little over 20,000 miles on it and since have had two transmission replacements. The second time I had my transmission replace I left with the truck and the lifter had failed. This was after they test drove it and told me it was good to go. I had not had engines issues prior to letting Carmax work on my vehicle. I am extremely unhappy with the quality of their services. read more

Sales rep - Jonathan Service Department - All Purchased - September 21, 2022 The service department and our sales associate are absolutely terrible. I purchased a 2016 BMW 750xi and was told my vehicle was ready about 13 days before it was actually "ready", so we sold our previous car (not through Carmax, since they were $5,000 lower). When I told Jonathan about the other offer he said that I was lying or the dealership was mistaken. He continued to assert that CarMax could never be beaten on price. This should have been my first red flag in doing business with him or CarMax. The lack of communication and consistent mistakes were more than anyone deserves. This meant that I had no vehicle for almost 2 weeks due to their system and associate promising the new car was good to go. Upon arrival I was told there was an error and it was not clean. Once the car was clean, we came back to pick it up. We noticed the heating/cooling seats were not functioning and their were several other issues that needed to be addressed. We finally got the car and then noticed the wiper blades were bad, the two tires that were not replaced already look bald and the air in all 4 tires is not at what the factory recommends. The check engine light is on and is red... CarMax says they can't fit me in for 2 weeks. What is the point of having this 3 month service guarantee, if my car won't be operational for 2 weeks until the "next appointment"? I asked if I had any options and they said sorry, there is nothing they can do. I am going to take this vehicle to the local BMW now instead of wasting any more time at this CarMax. This is the first negative review I have written in years, but I felt like anyone coming here should know the risks... read more

Didn't even get a hello from the time we walked in to the time we asked out and decided this isn't a place we want to buy from! Go to Honey Car (the old car lotz) much better customer service. read more

I only purchase my cars from carmax. I fan shop online, have a specific car shipped to my nearest store, get approved for finances and get an extended warranty. Plus Eric in sales was very helpful. I just relocated to the area and had to return my car rental. He helped me with that. Also the battery to my key needed replacing he changed it. Also my car is from North Carolina and didn't have front plates, he noticed that and had it added. It was late when I arrived too. I didn't feel rushed. read more

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We were greeted very promptly and assisted in the highest professional manner. I can easily tell that customer service is a priority here! We took our car here to be appraised with a possible outcome of selling our car to CarMax. The process was so easy. Everything was clearly explained to us about the process and it all took about 35 mins. The offer is good for 7 days! Employees seem happy and friendly and the building is neat and clean. I really enjoyed my experience. read more

So picture this. It's a sweltering hot summer July afternoon and I'm in Carmax shopping for a new vehicle. Upon entering the building we put our mask on and explained to the front desk personnel the point of our visit. The desk attendant told us to explore the lot and reach out with questions. The lot at CarMax is massive and filled to the brim with every kind of used car you can think of. The problem? Well the cars weren't open. If you wanted to see something you need to get a salesman. This blows my mind because the desk attend knew what our intent was so why on earth would he allow us to walk around in the sweltering heat with no guide and a lot full of locked cars is beyond me. When we finally stumbled across an employee he was unable to help us. Instead of offering to grab a sales associate or get keys to unlock the car he told us to go back inside. Nope! We left. If Carmax doesnt want to do the bare minimum to sell me a car then they dont deserve my buisness! read more

Would not recommend purchasing from CarMax. They hide a lot from you and when you purchase additional packages it's a hassle. It would be better paying more some where else. read more

Carmax falsely advertised car options. It wasn't until I went to the dealership to confirm that the options did not exist on my vehicle. Carmax said they did not have another car with those options and summed it up to oopsie, sorry about that. Just a typical scumbag dealership doing bait and switch tactics. Buyer beware, these guys are scumbags. read more

By far the worst experience ever. -had to wait over an hour and a half for a scheduled test drive. Carmax excuse- not enough associates to serve. As a customer, we shouldn't be punished because carmax doesn't have enough employees to service test drive appointments The associate that finally helped us. Was slow to help. Spent more time helping another customer while we had to wait. Finally after the exhausting time to wait on her, once working through the numbers.. had couldn't understand simple mathematics of numbers (addition). We had to Walk her through her own systems to add and itemize. Then she continued to forget several processes of this potential purchase. She forgot we had an appraisal completed on a current trade in.. the list goes on read more

Maddie was a sweetheart and extremely efficient with helping me with selling my car. A process that seemed nearly impossible to complete (the sale of a car with an out of state title and expired registration) took just over an hour from my initial call/quote request to walking out with a check. Bonus: I got more money with Maddie at Carmax than my initial KBB.com estimate! Everyone at the dealership was friendly and helpful without crowding you. The process involves a few more phone calls and signatures than usual but I did have my title as the original owner and proof of active insurance so Maddie was able to handle it smoothly. Conversely, earlier the same day, a local dealership on Broad st insisted that I go to the DMV and get a brand new VA registration for the car so I would be able sell it to him. I don't doubt his intentions but needless to say, I'm afraid he lost my business. The Carmax process really was so simple. I wish i had something to complain about just to satisfy my inner cynic. But I don't. I am very pleasantly surprised by experience here and will keep them in mind for future purchases. I do hope Maddie sticks around for the long run! read more

Until now, we probably would have given a higher rating. Now we feel deceived and can't trust anything we were told. We purchased a 2020 Hyundai Palisade on 9/3 and everything went okay. The salesman was nice and helpful. The transaction went smoothly. Now after 6 weeks, we find out that they in fact did not have title to the vehicle yet. Supposedly due to an "accounting error", the previous loan was never paid off so they refuse to release title. That's completely understandable on their part. Now within 2 weeks, I may be paying for a vehicle that is not titled in our name and of course our conditional insurance is only good for 60 days as well. The only reason we even called was that it had not shown up yet on our DMV records or insurance. It was never disclosed to us that they did not have clear title and that it was being worked on. If it had been, we never would have purchased the vehicle. read more

Great staff, friendly and helpful. I'll definitely will be buying another car from them

This was perhaps the absolute worst experience I have ever had with any type of service. I was going in to purchase a new vehicle and do a trade in. The sales associate that was dealing with me Ozzy started off by casually insulting what I was wearing. Then when I told him the price point that I was looking for, he said to me oh, wow that's really cheap I don't think I'm going to be able to find something but maybe. There were several other small little insults throughout even telling me at one point how cheaply my trade-in was made. He then looks at me again and says You must do a lot of different jobs. I've been told him no I'm an educator. His response was, oh so you must work with a lot of inner-city Youth then. I said no actually I teach medical students. He giggled and said really. At that point I've had enough I walked up to the sales Tower and said I'll do business CarMax but I don't want to do business with him. I left. I call up to CarMax just to be like hey I did not have a good experience. After being put on hold multiple times and being hung up on twice, Ozzy calls me and I tell him I do not want speak with him. I've been decide to try to call back to CarMax saying how I could not get through to anyone that would help me the first time. I was placed on hold again multiple times and hung up on multiple times. Then I receive a text message from Ozzy telling me he's going to move me to a different sales associate. CarMax is pretty much said hey we're going to allow our sales team to insult and then harass you and not really care about anything you have to say. If I could give a negative star rating I would read more