The experience at the Glen Allen CarMax was informative, efficient and without pressure of any kind. Our reps were knowledgable, patient and enthusiastic. Highly recommended source for clean, well maintained and well priced used vehicles. Would buy there again in a minute! read more

Rush you through the sales process. Only a number to them. Vehicles not properly maintained as advertised. Forgot to put antifreeze in car then put in regular gas when requires premium! Prices are high in comparison to other dealers. Extremely high financing options - best to come in with a check! read more

My son purchased a 2012 Toyota Camry from Carmax last Tuesday evening. He is a Marine, and on leave. One of the chief reasons we did this was their "5 day money back guarantee". We felt that he couldn't go wrong since he could return it should it not be mechanically sound. On Wednesday morning at 8 a.m., my son was sitting at our mechanic business. Within 20 seconds, our mechanic informed my son that the car had been wrecked. There was clearly debris in the paint, and there were indicators all over the car that it had been wrecked. Within 2 hours, we were at Carmax for his "money back". This is when the manager explained to us that the buyer is often aware that the car has been wrecked even if it isn't on the CarFax. And the buyer may not disclose that information to the person doing the inspection. Given our mechanic had spotted the problems so quickly, we have to question the caliber of people doing their inspections. The high pressure push was on to get us to take another car from them. Previous rental cars, fleet cars, and cars from northern states. No thank you. Money back, please? My son and I headed back to the window. He had given $2000 cash as his down payment. He doesn't make a lot of money as a Marine. This was his only cash. And his line of credit was tied up with the loan on a car he already returned. So, imagine our surprise when we were informed that he would received his check in 10-14 days? How did a 5 day money back guarantee become 10-14 days? After arguing with the lady, and her phone call to corporate (where no one answered), we left and went home and called our lawyer. Thanks to our attorney, we managed to get my son's money the following day. It seemed that the wait of 10-14 days came as a surprise to the people at corporate. How many people like us have been forced to sit without a car? Or accept another car they didn't really want because their money was tied up at Carmax? Deception about the car. Deception about their guarantee. We headed to McGeorge Toyota. Buyer beware. Don't buy at Carmax unless you have spare funds, and a great mechanic to go over that car with a fine tooth comb. Oh, and a good lawyer. read more

Bought several cars from Carmax here, happily. Last year bought one and either gypped or quality has fallen. Just had to replace battery (7 years old) and tires (all 4). Check engine light on since bought--they fixed next day but it was on by evening. Much money at my repair shop. Wouldn't even give me new inspection sticker, for two months' time. Happy for you to sign bottom line, but forget it after that. Used to be so helpful and repairs were done right. Just small slip or their culture? read more

This is the worst place to buy a car. After the purchase no one in the dealership will take care of a problem. If you are young and have no experience buying cars beware. They will take advantage of you. Don't trust Carfax either it is slow to post any accidents. If it seems like it is to good to be true IT IS To Good To Be True!!! read more

My wife and I bought her car here. It was our first car purchase in 7 years; first experience at Carmax. Absolutely loved it. She talked to Mike over the phone, got options and pre-approved in 15 mins. Visited the store the next day and had the car in hand in less than 2 hours. No haggling, no arguing. Seemless buying experience! read more

On October 28th, 2018 I purchased a 2015 Hyundai Sonata 2.0T from CarMax on West Broad. By June of 2019 my sunroof would not open or close. Come to find out, the sunroof had previously been broken and the broken glass had not been cleaned properly causing this new sunroof to stop working. I ended up having to replace the entire sunroof (mechanism, tilt levers, weather stripping, glass, molding, etc.) Next, I had a flat tire on the front driver's side. I took it in to be patched and was told that the tire in need of repair was original to the car (a car that is 4+ years old with roughly 41k miles on it). This was particularly surprising to me, as a CarMax sales representative had previously told me that, by policy, they do not sell a vehicle with any less than 50% tread. The issue appeared to be in the sidewall but when they removed the tire, they discovered that it had been patched with a gummy plug - which I was informed was not RMA approved - and that for safety reasons, would need to be replaced. This resulted in me having to purchase two new tires for my car. Next, I noticed when driving under 25mph that there was a squeak in the front end of my car - CarMax service looked at it and said that the right control arm was rubbing up against the sub-frame and in the notes when I picked up my car, mentioned that this was due to "impact". Since purchasing this car, I have not had any "impact" to my front end (or anywhere else on the car for that matter) therefore, thought this was rather suspect. In the meantime, my check engine light had come on, so I decided to take my car to the Hyundai dealer to be repaired rather than go back to CarMax service, since they had been unable to complete any repairs other than an oil change since I purchased my Sonata. I scheduled an appointment for my check engine light and asked that they take a look at my front end. It was discovered that the check engine light was due to needing to replace my turbo charger. Additionally, my "right lower control arm had been pushed up causing frame damage - bolts broken in the frame." To add to it, my front tire was bubbling and needed to be replaced. They said due to the front end damage, my alignment would be off causing me to go through tires quickly. (Maybe this explains my needing to replace all four tires in 9 months of owning my Sonata.) At this point I decided to take a trip to CarMax to have a face-to-face conversation with someone in hopes of coming to some sort of resolution. Upon arriving, I spoke to a Sales Manager who then directed me to Dan Green, the Service Manager. I told both of them that I had no issues with CarMax, as my experience through the buying process had been very smooth, and that the service representatives had always been very pleasant with me, but that I felt as though they did an injustice when selling me my car due to their lack of thorough inspection on the vehicle. Mr. Green said that a pothole could have caused the front-end damage because "a lot of parts in vehicles these days are aluminum." I am sorry, but I would know if I hit a pothole hard enough to cause frame damage (which by the way, definitely is not made of aluminum.) After going over all of the issues I had experienced with my car since purchasing it, I was told by Mr. Green that he would speak with the "senior team" and let me know what my options were within 24-48 hours. Two days later, Mr. Green called me and told me that once I had fixed my turbo charger and the front end damage, they would do an appraisal to let me know what trade in value would be "of course keeping in mind that this is a CarMax vehicle." Unfortunately, at this point, in my opinion a "CarMax vehicle" means nothing to me. How, after all of these problems that the CarMax service department missed before selling it, is this my only option? One of the deciding factors in choosing to go to CarMax was due to their reputation for selling QUALITY vehicles. In doing my own research, I was captivated by their claim to do a 125-point inspection and that they spend, on average, 12 hours looking over a vehicle was enough to make me decide to make a $20k+ purchase with this company. If these things they claim to do before selling a vehicle were true, how on earth, in a 12 hour inspection, did nobody notice glass sliding around in the sunroof, an illegal gummy plug in a stock tire, and front end damage to the frame? I do not feel that the managers I spoke with at the local level have taken my concerns seriously, nor do they care that they sold me a car with such extensive problems, and I certainly do not feel that they even attempted to make any sort of resolution. Especially given that my only option is to bring it in for an appraisal - something they would do for anybody on earth that wanted to sell their car. I cannot help but wonder if my experience is the standard that CarMax does business. It is my recommendation that you stay far away from CarMax if you are in the market. read more

I purchased my first car from CarMax and the experience was great. I shopped online found the car I wanted, I did the pre-application and within minutes I received a call from Scott at the West Broad location in Richmond, Virginia. Unfortunately my car was not in Virginia it was in North Carolina but Scott assured me if I wanted this car he could get it transferred for me within a week. Scott got me approved. He kept in contact with me and kept me in the loop until my car arrived. The day I picked up my car Unfortunately Scott was off that day I actually purchased the care but he made sure I had the best of the best and left me in good hands with Kenny. Everything that Scott told me is what I got. Kenny and Scott is very much knowledgeable about the company, the ins and out and they are all about there customers. I was so glad that I received the best treatment and customer service with these two guys. They are truly the best definition of excellent Sales consultant. I surely hope this company know how wonderful these two gentleman are and the knowledge they have for this company. They are a major asset to the company and they proved what wonderful customer service is. I am so glad I chosed CarMax and I will definitely refer my family and friends. I love my BMW. Again thank you Scott and Kenny you guys are the best read more

I expect superior performance is measured by the people you meet. In that case our compliments to our salesperson Rich and the staff at Carmax that back him up. I accompanied my daughter on a recent purchase at this CarMax location. We both were extremely pleased and have high praise for the entire car buying experience. We definitely recommend them to others. read more

The staff is very pleasant and courteous. Great selection and helpful. I have been coming here for years with no problems.

Emailed Richmond office. Got a response in 30 min. Sales person said I had to met him at his office to look at Tahoes on his computer. I told him i would go to his office if he had 2013 tahoe in the 35 K range. His office is almost 1 hr. drive for me. He was very short on the phone. He never did tell me if he had any 2013 Tahoes. This was Oct. 2014. read more

I highly recommend working with CarMax, and specifically Kevin Bundy, for your next used car purchase! He took the time to really listen to my needs, wants, and most importantly, budget to help lead me in the right direction of my next car purchase without ever even trying to "sell" me on a vehicle on their lot. I never felt pushed or pressured. I ended up having to buy a car in my new hometown of Atlanta, GA, but without his patience and wonderful advice, I wouldn't have been able to make a truly educated decision when it was finally time to buy. He even sat down and played the numbers game with me and offered to help answer any questions I had while I was continuing my search in Atlanta. If you're in need of a "new" used ride, go see Kevin Bundy! read more

I really thought CarMax was different! My mistake....I bought a car in late August 2015 and have had it in the shop seems like every other month since December. Although I purchased the extended warranty (thanks goodness I did) it has become a hassle. At one point the engine needed to be replaced which they had the car for over a month. It seems as though this car is falling apart one piece at a time. I tried to get some resolution but the only response the sales manager could give me was he could do an appraisal, Which I knew he would not give me my full loan value. I wasn't looking for a free car just wanted them to take this one off my hands didn't seem like an unreasonable request since they have had it as much as I have lately. I was willing to work with anything but no dice they just turned their back not their problem. Thanks CarMax for showing your true colors read more