My experience purchasing a vehicle from this company went from exciting to horrible. Elongated time lines, lapses in communication, lack of clear concise directions and expectations were all factors that impacted my experience and this review.Greenbrook Township's current level of functioning is a horrible reflection of Car Max's supposed "high standards." Sadly, I am researching NJ's Lemon Laws in preparation for the worst but I have hey Carmmax gave me coupons for maintenance in the future for a DYSFUNCTIONAL vehicle. In summary, BEWARE.
To be as concise as possible my experience was as follows:
April 13th, 2024-I decided to move forward with submitting my application for purchase. Diane was the representative that helped walk me through the process. She was helpful and pretty diligent about getting back to me regarding my questions and concerns at this stage.
However, a major concern I had was the disparity between the mileage listed on the site (51k when first posted) and 34,594 miles, on the last odometer reading as indicated in the Experian report dated 10/31/2022. I did not receive a clear answer about this until I spoke with Joe, one of the managers on 5/10/2024. Joe and I also went back and forth regarding the mileage, what was advertised and how the number seems to change. I was very firm on the fact that it was advertised at 51k, after submitting my application it was changed to 53k, 54k and finally 55k. No matter the company's position on my grievance I found it horribly deceptive that a company who highlights transparency and trustworthiness as a selling point to reel customers in, does not uphold their standards with true integrity.
April 15th, 2024 I received a text stating my vehicle was on route to be delivered from Florida to the Green Brook township store. was informed that
April 19th, 2024 I was informed that the new ETA for my vehicle's arrival was 4/22/24
April 22nd, 2024 I was updated once again that there was a delay in ETA. The date was pushed to 4/24/24
April 24th, 2024 I followed up on the delivery status of my vehicle independently. I later contacted my rep Diane, via text to confirm that the car arrived. She shared that it arrived and simply stated that it wasn't ready for pick up at the time and that they'd call me. I went back and read that their quality checks usually take 24-72 hours
April 25th, 2024- Rep Diane contacted me stating she was inquiring about the status of my vehicle. I already took initiative after realizing the timeline for everything was being elongated incrementally. I called CarMax, spoke with a rep by the name of Alex who helped connect me with Greenbrook township's store and shared that they were in the "final phases of inspection."
April 26th, 2024-I followed up because I needed my car, I was told they were placing the license plate on the vehicle and Diane was going to submit a request for Home Delivery. Later that day, I went for the test drive and to view the vehicle on site. Pedro was the staff member who assisted me. He noted two small dents that would be repaired and invited me to take a look at the vehicle.
Firstly, the vehicle was not clean at the time I inspected and test drove it (not a good impression). Secondly, upon my own review, I noticed things with my own eyes such as two noticeable dents that even Pedro agreed he saw when I mentioned them. I was disappointed because both dents were pretty apparent! I became concerned because the Experisn report stated the vehicle was not in an accident. The dents weren't major however noticeable along with a patched/botch paint job. At this point, I lost confidence in Car Max's level of service and standards knowing that they would give me a vehicle that had these issues if I went with everything they gave. How is it possible for professionals to view my vehicles for at least 3 ROUNDS of inspections! and they miss two dents and patched paint.
If I wasn't as diligent or detailed about my purchase, I would have been given whatever they chose to provide. I was irritated at the moment. Pedro brought his manager out at the time and offered to waive the transfer fee. I was thankful for the consideration, however still concerned about the level of service the company was providing to me at that moment. I was told I could take the car and bring it to a shop on my own or have CarMax do the work and accept a 1 week delay in receiving my car to get the work dent and paint job completed. I obviously went with the latter.
April 27th, 2024- followed up with Diane to let her know my concerns following my visit and my dissatisfaction with how things went. I asked for a possible decrease in pricing for the purchase of my vehicle. I was told that CarMax doesn't offer money off of its vehicles.
April 30th, 2024-Once again I had to follow up with CarMax for an update, she informed me that the Greenbrook branch will reach out to me once the vehicle is ready. The timeline has only been extended eve read more
