This review is for sales consultant Stephen Wright. I just purchased a car at Carmax Sterling for the first time. ( I put off buying a car for 2 months because I dreaded dealing with car sales people.) For those who are reluctant to deal with the typical car sales person, make an appointment with Mr. Wright. He's personable and very nice. He's easy to work with; you won't feel any pressure at all. You can simply tell him what you're looking for, or if you already know the car that you like from their inventory, simply make an appointment with him to test drive the car. This location has a relaxed atmosphere. You won't feel the typical anxious vibe (and distrust, might I add) you would otherwise get when you walk into most dealerships. read more

I bought a truck from this CarMax about 30 days ago. Overall it was a pleasurable event. I walked in and was greeted immediately by a sales person. The sales person was nice, and wasn't pushy. I told him what I was looking for, he showed me what they had, and I took the one I liked out for a test drive. I liked the truck. Using my iphone, I looked up the bluebook value, it was priced a lot higher. I then looked up other trucks at other dealerships of the same make/model/miles within 50 miles, they were in the same range as the one at CarMax, the KBB value was somehow way low. Considering the price is no haggle, it was a simple decision to either take the truck or not. Although I never felt pressure to buy from our sales person, with the volume of cars/trucks this places sells on an average Saturday, there's not a lot of time to think about it. They sell about 60 cars/trucks per day there, if you like something there, you need to decide quickly or risk losing it to another buyer. Anyway, I told the sales person I wanted the truck, and we could start doing the paper work. We went into a little room and worked out the details. I was shown a vehicle history report, it was all good. I looked at the extended service plans, and since I was buying a used car and didn't know the maintenance history, I bought one for about $1,500 that runs until 125k miles (truck already had ~48k miles). I felt pretty good about that, although I know I have to keep up maintenance and maintain documentation of maintenance, or the extended service plan will not be worth the paper it's printed on (read the fine print - keep records, or you're wasting your money). CarMax couldn't offer me financing at a rate anywhere close to my credit union, so I used my credit union. No problem. Unlike others have reported, I did not experience any decline in attention from my sales person because of this, he didn't really seem to care if I used CarMax or someone else. He even smiled as my credit union's loan officer made fun of the interest rates they were offering over speaker phone. Now just about everything was ready to go. Money was paid, papers were signed, and I was waiting for my car... Then the one problem with my entire experience happened. As the CarMax guys were prepping my new truck and pulling off the window stickers, they tore the tint on the window. I was informed about this as I was signing my last piece of paper... The options I was given included: keep the torn tint, we'll remove the tint free of charge. They apologized, but specifically stated that they would not replace the tint as it was aftermarket and not from the manufacturer. This upset me, and I told them so. I almost cancelled my transaction and told them to keep the truck, however I don't much care for tint, and it had been a long day and I was worn down, and I wanted that truck! So I had them pull off the tint on back two windows, and leave it on the two front and rear window(s). I again told them this had turned a positive car buying experience into something less than satisfactory, and they should offer to fix the tint. It really wasn't about the tint, it was the principle of the whole thing. I eventually got in my new truck, and tried to enjoy my ride home (although I was still upset, it was my new truck, and it was fun). The next day, my sales person called to once again apologize, and let me know that he had called the district (or it could have been regional) manager, and they would reimburse me if I wanted to take my truck some place to have the tint fixed. I wasn't expecting this, and I appreciated that my sales person had taken this extra step, and the fact that some higher manager understood they should have handled this better. At that point, I asked that they just remove the rest of the tint (like I said earlier, I'm not big on tint). I brought my truck in a couple days later, and they removed the tint. All is well once again. Besides a small headache with CarMax on the tint, the buying experience was very nice. However, I have to question how they'll handle any problems down the road based on the tint issue. After a $23,000+ transaction, before I even drove the truck off the lot, you think they'd have handled that a little better. I'll have to update this review as things progress. Of note (and already mentioned in other reviews), CarMax gives a 5-day window to return the car with no penalty. You also get a 30-day warranty from the date of purchase. You also have the option on most cars to buy a MaxCare extended service plan (not actually issued by CarMax, but by a 3rd party, although you save money on repairs by bringing the car back to CarMax). Also of note, after getting the truck, and not knowing it's maintenance history, I decided to do some basic maintenance so that I knew it was up-to-date on everything. I noticed the spark plugs were still the factory plugs, and should have been changed over 18k miles ag read more

They deserve a no star buyer beware they'll give you a car report about the car your buying and on the report it will say no accident reported that's way to escape responsibility by saying it's a third company they can't inspect every car they sell. When you contact you're insurance company they will find and accident kind of shady. You think you're buying a car from a reputable company guess again I'm living proof Eastern has a better refutation if that says anything. The only thing they'd would offer me is to have me bring the car back have and sell it back for a major loss what a shady company which would mean I would l lose even more money and they could take advantage of another customer not on my dime bad enough it happened to me I'm not going to let it happen to you. I feel it's my responsibility to share my story so this doesn't happen to you. Do yourself a favor and read all these other reviews way to many 1 stars for us to not be telling the truth. I really hate writing bad reviews but I do when companies deserve it another point they don't care about us as consumers they never reply back to these review the proof is in the pudding. read more

This Carmax location is just OK. It's got a lot full of cars and a room full of car sales people....just like every other car lot. I like that you can select across many different brands. Their pricing is a smidge too high...generally running about $800 to $1,000 above what KBB states the car is worth on almost every car we looked at. The check out process takes FOREVER. We took about 20 minutes to choose our car and then it took THREE HOURS to check out. The back room is ridiculous and you stand around WAITING and WAITING and WAITING and WAITING. Then, they had to clean the car (why they couldn't do that before??), at which point I just said "give me the keys, I really don't care if it's clean or dirty, I have to get my kid into bed" Would I return? Maybe, but I'd likely check out a few other places first. read more

I hoped to get something for my old car. Carmax will buy my car even if I don't buy theirs right? Wrong, I didnt even get an offer. What is missing from their fine print is that they wont bother with your car if they cant read the VIN thats on the dashboard. Nevermind that its elsewhere on the car, door jam, under the hood. They couldnt have handed me the key and walked away fast enough. Zero personal touch, zero attempt to be flexible. So if you ever gotten your windshield replaced and the sunband doesnt have that little window for viewing the VIN on the dash dont bother with carmax. read more

I had very mixed feelings about my CarMax experience. The ability to test drive a bunch of cars at once and their willingness to transfer cars between stores makes choosing a car convenient. My main issue is with their purported 125 Point Auto Check. The day after I purchased a car I brought it to a mechanic who within five minutes pulled out a filthy air filter and a filthy pollen filter. When I called CarMax about these issues they claimed that sometimes a different CarMax does the 125 Point Auto Check if the car is transferred. This passing the blame was really disappointing. Although they claim to have a 30 day warranty, the time and effort to bring it to a place that had already failed a simple task just wasn't worth it. Next time I'll take my chances somewhere else. read more

If there was a way on Yelp to give this poor excuse for a business less than 1 star, I would. We went to CarMax to purchase a vehicle, a 2010 Porsche Cayenne GTS they had in the showroom. We took our old car to CarMax for a trade in offer, got one, and then on the same day took it to the Tysons Porsche dealer where they gave us more money for it. We sold the old car to the Tysons dealer, called the CarMax in Dulles immediately and left a message for the sales rep that we sold the car and would be in Wednesday (two days later), to finalize the purchase. The car we wanted at CarMax we were told was "On Hold" for us. An hour an a half later the sales guy at the CarMax calls back to say the car is being sold to someone else! We escalated to the sales reps manager, and he was equally useless. He did not step in to stop the transaction of the other buyer. He even admitted that they dropped the ball on us. Still, they did NOTHING. They are unquestionably the most unethical group of amateurs I've seen. In particular I would recommend staying away from this store and Samuel (sales rep) and Malcolm(manager) specifically. They do not honor their commitments and treat customers worse than I've seen anywhere. Buyer Beware! read more

Very disappointed in the customer service. Found an Infiniti EX I loved Friday. Test drove it and applied for financing. After approval the car was placed on hold....said I'd be back on Monday to finalize. Just called to confirm my visit and told the car "somehow" had been sold. I can't help feeling there's more to the story. read more

Update: CarMax reached out to show they love their customers. Oh, but not us because we bought our car two years ago, so they don't care. Also they don't have a mobile detailing service so they can't offer to send anyone out to clean the smoke stench out of the car. Don't buy your car at CarMax. If you have to buy a car at CarMax, go on the hottest day of the year. Take the longest test drive you can. Take the car home and park it, closed up well, for 2.5 days of your 3 day return window. See if it reeks of smoke (or who KNOWS what else). Then you can still take the thing back. Oh and since we also bought a car with a rapidly disintegrating transmission, spend 2 hours to take it to a reputable repair person to give it a thorough looksy! read more

After buying a second car at Carmax - from Lee Ann - the car died two days later. Though under warranty for a new engine, they offered to give me a replacement car of the same model, but fewer miles with more options, at the same price. Their service stepped up, and I've been grateful. They seem to have really heard many of the issues folks seem to have, and have invested time and energy into trying to make it right. Thanks Lee Ann, and the rest of the Carmax crew. read more

I wish I didn't even have to give them ONE star!! I bought my 2004 BMW X5 exactly 2 years ago from this CarMax. Don't get me wrong, I LOVE this car...and I would buy a million more, highly recommended car! Back in early December, I took my car in for services before my warranty expired. One of the issues I had was a transmission problem. Because my car is a BMW, I knew the process in fixing it would take a while. The last time CarMax had my car, they had it for nearly Three Months!! Mind you, that three months, It was great. Service was great, and the lady did such a good job that I actually brought her flowers when I came to pick up my car. This time, not so good. Reaching the Parts/Service Dept. was nearly impossible and when I was able to get ahold of someone, The lady that I was assigned to, NEVER, not ONCE, returned my messages.... That's so annoying esp. when you need to talk to them! So they fix a few problems, but wanted to charge me $75 for NOT finding anything wrong with the transmission...really? I didn't bring it in for giggles, theres definitely something wrong with it, so in that case, im NOT paying that $75. When I get home, I notice my car has one rim that didn't match and not only that, it was a different size tire.....Call me crazy but I know I would have noticed that rim in the last two years.... I call CarMax, Talked to a manager and they had to review the cameras around the shop.... Yea, my car went in with four matching rims and came out with three. He did give me money for a new tire, but the fact they never told me about it and tried to cover it up is kinda sketchy! During the week I had my car, I noticed they didn't fix SEVERAL things. I call back, again, and the MANAGER says "Oh I forgot to tell you, your car wasn't actually done..."....what??? Then why did I come get it??? I actually decided to not even worry about it.. I'll pay for that stuff on my own, just so my car wont be in the shop any longer...MISTAKE because then..my car had a MAJOR leak.......so it went back in.... So la la la.... TWO MONTHS LATER****...my car was *STILL* at CarMax, not because of the transmission but because every time they would fix one thing, another thing would break. WEIRD RIGHT???! So I had THREE meetings with the operations manager. At first he was cool, understood and helped me. He even spoke to the lady that was supposed to keep me updated and she became nice to talk to...Until the end of this process.. I NEEDED my transmission fixed. I was within 1000 miles of the end of my warranty, and she pretty much said "We aren't going to fix it"... OKAYYYY - Talked to the Operations manager, AGAIN and his exact words were " Your cars ten years old, this happens." Really? If this is GOING to happen on the 10th year, Why did they sell a car on their front lot two years ago?? That's dumb, knowing they would be the ones fixing it... He made it sound like I needed to go out and buy antique tags for it soon... He went on to tell me "You should feel lucky you have Max Care, because we've done so much for you". No... Im not LUCKY..I PAY for it...Am I thankful for it? Yes, but definitely not LUCKY. At this point I NEEDED this transmission problem fixed and I even offered for him to drive my car home for a week, to the store, to Alaska, Where ever he needed or wanted to go just so he could feel the problem I've explained MANY times but the techs "couldn't feel a thing". After thinking about it, I decided not to, because I knew he would rack up my last miles and say he didn't feel it either.... SO I pick up my car...drove it across the street to BMW, within HOURS they found the problem!!!!!!!!!!! Not only was it a simple fix, but it was because of a coil CARMAX put on and didn't tighten!!!! Thank goodness it wasn't a crazy problem that would take months to fix, but all CarMax had to do was LOOK! I was livid!!! After EIGHT rentals, rocking minivans and a RAV-4, I have my car back and it runs better than Ever. BMW said it has NOTHING to do with it being 10 years old - CarMax just didn't want to fix anything. Just from the amount of rental cars I have had, I have had people that work at the bank, my childrens preschool teachers and neighbors say they will never buy from CarMax... And If I had known I could take my car to ANY shop with my MaxCARE, I Would had done that in the first place... This was all such a nightmare!!!! I STRONGLY suggest, DO NOT GO THERE... Buying a car there is simple and easy but DO NOT USE THEIR SHOP!!!!! read more

I had a great experience at CarMax in Sterling. My Sales Rep was fantastic. He qualified how much I could spend upfront and we went from there. Other dealers "low-balled" my trade in but CarMax gave me a fair price. The business office stayed until closing time to get my sale complete. I walked in at 7 pm and drove my new Jeep home at 9 pm. Great experience. If you want a large inventory to chose from, no BS, a fair trade, and professional people to work with.......CarMax is the place!! High recommend. read more

Let me start with saying this is the fourth car I bought from Carmax. I have been very happy with them up until this latest purchased. Luckily, it worked out in the end but I am still greatly disappointed with my last experience. To begin with, I made a reservation to look at a car at 9:30 on Monday morning. My appointment was verified for 9:30 and at the Dulles location. When I got there at 9:20, I learned they didn't open until 10 AM. I mentioned to four different staff that I had a 9:30 appointment and all four responded with "we don't open until 10." Well, no shit, I learned that at 9:20 when I got here. So, after having four staff members attempting to make it look like it was my mistake, I told someone who looked like they were in a position of authority that if I didn't have somebody helping me in the next three minutes I was going to Honda for my noon appointment. So, at 10:20- yes, ONE HOUR AFTER I ARRIVED FOR MY 9:30 APPOINTMENT ("but we open at 10") I FINALLY got a simple apology for "the online mix up" and had somebody help me. From that point forward, Stewart provided a CarMax experience that was great like the prior three times when I made a purchase here. Despite the GREATLY disappointing start to this experience, I still got a good deal on a great car and great support from Stewart. I will likely return to Carmax for my next car, but I will ensure my appointment is at noon so they aren't given the opportunity to constantly spew their "but we open at 10" mantra. read more

They are completely unprofessional!!!! Don't bother wasting your time at this location! I drove for goes to test drive a car - it wasn't here when I got here even though I put it on hold. The claimed they couldn't find my appt or the car. read more

Had been here 2-3 times before (though never a transaction) so was familiar with the process. 2011 leased vehicle with 30k miles...gave me an appraisal of 1,000 below market trade-in value. And they would list this at 1,500 above market retail value based on what I see in their current inventory. That equals a margin of $5,000 on a fairly new vehicle. That's too much of a premium so I'd rather take my chances going to a traditional dealer and would bet i would come out better off than at carmax. When i returned to my car the interior stunk of greasy food..maybe a burger or tacos with onions in em. They didn't bother to even return the passenger seat to the original position. I see the name Amy on the appraisal sheet. Good luck. I give them credit though - customer service seems to be ok and they seem to have a streamlined process for selling vehicles with relative ease. read more

Great experience buying a car here. Very courteous and efficient service. Cindy at the Sterling VA CarMax was awesome!

So first off, I have used this location for all three services, buying, selling and I have used their service department. I will review each part separately and my over all 3 star score is the average of all three experiences. 1st - Selling a car (3 Stars) - this was a fast, easy experience but I will say that you should NOT expect to get more that what Kelly Blue Book says is "Good" for a TRADE-IN value on your car. If you get what KBB says is "good" for your vehicle, consider yourself lucky. Overall, fast, easy process but you won't make out too much better than trading in your vehicle at any dealership. 2nd - Buying a car (5 Stars) - this was by far the BEST car buying experience I have ever had. I have purchased about 10 vehicles in my lifetime and this was the best price I think I got on any vehicle (in relation to actual value) and since I knew what I was looking for, saw they had exactly what I wanted online and walked right to it on the lot, I was in and out in less than an hour. The salesman was pleasant, friendly, and surprisingly knowledgeable and the area where you sign the paperwork, the woman was also very friendly and the process was incredibly fast. 3rd - Servicing a car (1/2 of a Star) - Although the staff is friendly (that's the half star), it just went way down hill from there. First, don't expect to get your car ANYTIME soon. They have had my car for over two days FOR AN ALIGNMENT............yep, you read that right. I dropped my car off Monday afternoon for a Tuesday appointment, they never got to it, only diagnosed the problem (which I already told them what was wrong with it when I made the appointment), then said they would be able to get to it first thing the next morning (Wednesday). So yep, you guessed it, not done because well, apparently one technician called in sick and no one else in the entire garage knew how to do a four wheel alignment. It's Wednesday afternoon and I just got a call from them and they said they won't be able to get to it until maybe tonight on the night shift.........I explained to the lady that called that since I made the appointment for Tuesday, that's when it should have been completed. Now since it was not worked on that day, everyone else who had an appointment today, had their cars completed while mine just sat there because they "couldn't get to left over vehicles" (says Valerie of Carmax Service Department) This is completely unacceptable to me and unless if I absolutely HAVE to go to here for a repair, I will be taking it somewhere else where I know it will be completed in a timely manner. When it's all said and done, I will be able to pick my car up on Thursday evening after dropping it off on Monday afternoon for a simple alignment. They did however offer me a rental car but I don't need it since I have a second vehicle so that I guess is the one an only positive part of the experience. Anyways, skip the service department, never, NEVER go here for service. In review, definitely buy your car here for the great prices, quality cars, and easy process. As for selling, it's a toss up, take it or leave it, but what ever you do, DON'T GET YOUR CAR FIXED HERE. You will wait for ever. read more

PROS: Prices for vehicles are not based on universally-recognized KBB and NADA values, but rather a Carmax-specific process, so some vehicles are definitely overpriced and you will have trouble getting bank financing, but others are very fairly priced, especially considering the exclusively high-quality of their used vehicles. The salespersons I have dealt with at the Sterling Carmax were excellent; they were friendly, professional, and don't seem to go for the hard sell. That alone was enough to make me want to buy a car there. My salesman was knowledgeable, easy to work with, offered excellent suggestions, was not pushy, and worked with me to fit the right vehicle for my situation. Service department was efficient, friendly, and good at what they do. I had an issue with my vehicle after purchase, but within the 30-day warranty. (In fairness to Carmax, it would not have appeared during their inspection process and was a very rare malfunction.) Carmax not only took care of it immediately and stuck by their warranty, they provided me a rental car for the few days it took to await parts. I have had the vehicle for about a year now and it has been everything they promised. CONS: I was offered several additional options, and I opted for the hands-free Bluetooth upgrade. I specifically asked if it was an "integrated Bluetooth" that would be ran through my in-dash nav stereo. When the service dept was finished, I had an aftermarket Bluetooth (non-integrated) phone-only function installed and I was very disappointed. When I brought it up to my salesman and the service dept, it became clear that it was a miscommunication of expectations, not an attempt to be underhanded. They wanted to make it right, but after something has drilled holes it's a little hard to correct. End story is I am a telecom engineer and I recommend not getting the Bluetooth upgrade. It is overpriced, very poor quality, and of limited functionality. CONCLUSION: The big question of whether one is satisfied with a company's service is best expressed with the question, knowing what you know now, would you have still shopped there? My answer is yes. I would still buy a car from this specific Carmax, I would (and have recommended them to friends) and I when I replace the one I am driving now, I will go back to see what they have again. read more

I've been here twice and the wait times have been more than 30 minutes each time. Even though I made an appointment. The employees don't seem particularly nice or interested in helping you look at cars to buy or appraise a car you are interested in selling. Actually I chose not to buy a car here because I was so disappointed in the customer service. read more

worked with Donna Diani for a car and experience was wonderful. She took time to make sure it was the right car for my needs read more

The epitome of unprofessionalism, disreputable character, incompetence, laziness, and arrogance. Zero customer service. Only concern is getting your money in their pocket. You will not get what you pay for. Caveat emptor. read more

First, I HATE shopping for cars. I hate the high-pressure salesmen and their techniques, I hate the haggling, I hate the phony act of "Let me talk to my manager and see what I can do," and I hate the high-interest financing. Having said that, let me say, " We LOVE CarMax!" We have dealt with CarMax Dulles in Sterling, Virginia twice. Last fall we decided it was time to trade in our 2008 Chrysler Town & Country due to a lot of issues - super-high monthly payment, lots of recurring maintenance issues (It was the first model year after a complete design change and was nothing but trouble!) and kids moving out eliminated our need for a seven passenger vehicle. Our salesman was Eimal Nawabi. My wife told him what she was looking for - a small, 'cute' car like a Kia Soul or a Scion. He listened, gave her some information on those, showed her what they had, and then suggested she also look at a Nissan Cube. It turned out to be exactly what she was looking for, even more so than her original choices. We felt we got a great trade-in value for our T&C (especially considering how eager we were to get rid of it) and the price on the Cube was good. Recently, I had been thinking of looking for a new vehicle for me, since '05 T&C has very high mileage and is starting to show its age in looks, performance, and mechanical issues. We are keeping it because we really like it, its size makes it very handy for trips to Home Depot, IKEA, etc., and especially because it's paid off. But, two weeks ago, it developed an issue which left it undriveable and which I wouldn't be able to repair immediately. We immediately started looking on CarMax. Our criteria were: $10 - 13K, less than 20K-miles, 4-door, and a roomy back seat since we still have kids at home. We chose the Mercury Milan, Chevy Cobalt, Corolla, Nissan Sentra & Versa, and the Kia Rio. We called Eimal again and made an appointment. Again, after listening to what we were looking for and showing us the cars we had chosen, he made some recommendations. Because we weren't happy with the room inside the models we selected (FYI, a sunroof REALLY takes up ALL the backseat headroom!) he showed us some larger mid-sizes. He also recommended we consider going up to 50K-miles because a lot of the big ticket routine maintenance would have been done and they would have brand new tires. He showed us Impalas and Hyundai Sonatas. We wound up choosing a nearly pristine 2008 Sonata with just under 54K-miles. The only issue was a small cut in one rear door vinyl armrest and they gave us a service ticket to get that repaired. I have had the car for a week and a half and I love it. There are a couple of other issues, but CarMax has a 30-day bumper-to-bumper satisfaction guarantee that should fix all of those. (If not, I'll update this review accordingly. Bottom line: We have been 100% satisfied with CarMax Dulles and our salesman, Eimal Nawabi. I like their no-haggle pricing; their very friendly customer service; their 30-day service guarantee; their high-mileage extended-service plans; their smooth, painless sales-closing process; and their honest and upfront manner about a vehicle's condition and history. I recommended CarMax, and especially CarMax Dulles and Eimal Nawabi, to anyone looking for a good deal and a great car-buying experience! read more

Bought a great car from Carmax, but their auto finance sucks. They don't let you pick your payment date. So when you buy your car, they don't let you pick, then if you want to change it, they give you rules. I've never had this problem before. Think twice before you buy from carmax, you may get a good car, but you'll be dealing with headaches for awhile afterwards... read more

I had a great experience! The moment we walked in the door, we were greeted by Kevin whom immediately tended to my car for appraisal! I didn't get as much as I'd hoped, but I got more than I thought! (I had been warned about how little they may offer). It was a '98 with body damage! We were in and out in less than 2 hours and got to look around on the lot which allowed us to actually get in the cars! It was a smooth process and very relieving! read more

Don't bother with an evening appointment unless you can make 2 trips out to Sterling.... The process was a bit slow (75 min for a "30-60 minute" appraisal) but seemed to be going smoothly, until I said I accepted the offer. That's when I learned their finance folks had left for the night and so they couldn't actually make good on their offer that evening. Apparently their customer service rep, appraiser, and finance folks don't talk to each other about customers still in the store. Critical fail. The offer was in line with low Kelly Blue Book valuation, but I'm not going to hike back out to a store where they can't get their customer service ducks in a row. read more

Bought several cars from different Virginia and Maryland locations with no issues until this year. Bought myself a "just for fun" car and was expecting a similar flawless experience with Carmax. The salesman was great, the paper pushers in the back office were great, and the car was great for about 2-days. Had the vehicle inspected by a legit mechanic before bringing it in to Carmax for free 30-day warranty repairs. I knew what was wrong with it, but deliberately didn't tell them to see if I was going to get the run-around. They didn't disappoint. Not only did they not fix the problem, from what I can tell from my multiple visits overnight, my car never saw a mechanic. It was parked in the same space in a side lot for 3-weeks before I got a call that it was "fixed." Long story short after a strongly worded letter to their corporate office, Carmax accepted a post 5-day return. I was only out the $86 for the full synthetic oil change I had performed (by a real mechanic at a different shop) the day I bought the vehicle. 5-stars for salesman and back office employees. 3-stars for my past issue-free transactions with Carmax. They dropped the ball here and it seems to be a common complaint about the cars never getting fixed correctly. I'm still driving a different Carmax vehicle with over 100k miles that runs like it's brand new. Guess it's just about a lucky roll of the dice and hoping the previous owner had as much pride of ownership as you do in regards to maintenance and upkeep. read more

This review is for selling my used car to Carmax in Sterling, Va. Bottom-line: The appraisal was $1,000-1,500 lower than Kelly Blue Book, which was the same story for a friend of mine who sold her used car to Carmax. Carmax told me they have the highest prices and I would get less at another dealer. I wish I had checked ... I will only go to CarMax as a last resort if I ever sell (or buy) a used car again. Time: On the web, I made an appointment for a weekday 10am appraisal (when they open) and received a confirmation. When I arrived, they appeared to be already open and I waited 15 minutes. At the accounting/finance desk, I had to wait 20 minutes to begin the process, because they only had one person available to close (10+ booths). However, by 11:30am they had 3 doing closings and I was done and out in 25 minutes. At 11:55am, I was able to leave = almost 2 hours vs. "45 mins". On the plus side, Carmax was clean inside and seemed to be run in a very business-like, aside from wait times. ( I did NOT receive a freebie for writing this review, nor connected in any way to the owner or employees.) read more

Not a huge fan of car shopping to begin with. At carmax its easy, the sticker price is what you will be paying, bottom line no negotiation. Perfect saves time. I purchased my car and had it for a couple of weeks and had strange vibration coming through the car while at idle. Carmax repaired the car with no charge because it fell under 30 day warranty. One or two days later there was a funny noise coming from under the hood. I wasn't sure if it was related to the previous repair or something new. I made an appointment and took it up there. They provided a loaner car to me, so far nothing out of pocket :). A couple days later they phoned me and said that the there was something wrong with the transmission and instead of repairing they were going to buy back the car from me and I would have to pick a different car out. Yes this is a lot of hassle but its awesome to know that a company stands by their own policy. They paid off my loan and all interest that had accrued since purchase. I had to start the process over and they waived the transfer fees for the cars I wanted to look at. I would say that if something does go wrong know that you are covered for at lease the 30 days after your purchase. read more

Offered me $12k less then a "good" condition Kelly blue book value. First, I requested to be contacted before the inspection rep took my car for a test drive. I was told no problem they are suppose to read the notes before they take my car and will call me. The dumb girl did not read the notes and therefore did not call me, strike one. My car is relatively rare and based on the offered value believe she did not properly appraise it and assumed it was a different model. What a waste of an HOUR. read more

Purchasing experience was great. I purchased a Porsche Cayenne Turbo. Loved the car, loved the closing experience. It was all done very very quickly and neatly. After the purchase though, the quality of the car was not good. Let's start with the car needed a break job before I had driven the car 2k miles. Called Carmax customer service and they said they would have the service dept contact me. This was all fine so far, but the service department rep said that they sell the brakes compliant with the legal limit and that there's nothing they could do but make an appointment and then basically charge me for the brake job. So I took the car to a reputable mechanic who quoted me nearly ~$4k to fix the brakes. Paid it because I need my car. So like I said, the customer experience was great when buying the car, but the supposed quality advantage when buying the car from Carmax was non-existent. Will not buy a car from them again. read more

Car buying process was good, service department is the worst I have encountered in my entire life. Within the 30 day time frame I got a warning of low coolant. Luckily I was under the 30 day warranty and also had purchased the extended warranty. I called in the make an appointment on Thursday, the lady who answered was quit rude and informed me there were no appointments available until next Wednesday! Mind you if your car is leaking coolant it can ruin your engine so how can they expect me to drive the car. Well they said they would provide me a loaner which is good. Now Wednesday is here and they call and let me know it was just a faulty cap and it was under warranty and my car is ready. I asked when is the lastest I could pick up my car-8:30pm ok cool. I get here at 6pm at the service department I waited for like 5 min without being acknowledged, even though they saw me. Finally asked quite rudely how can they help me. I told them to pick up my car, then they told me to go to the business department which would help me. Now the infuriauy part, when it's my turn they tell me it's a 45 min wait, to pick up my car! My car is ready how is this possible?? It's already been an hour and 15 min and I'm still here. This will be the last time I take my car to be service at carmax. Absolutely ridiculous and complete waste of my time. read more

Service department is good...*IF* you don't mind waiting a week for an appointment. I called to drop off my truck for service and they had a seven-day backlog of appointments. I don't want to drive for a week with a MAINT REQD light, so I pay through the nose at the Toyota dealership down the road. I've bought two vehicles here, and will buy again. Other people complain that they get far under Blue Book value for their vehicle, but that doesn't apply to me as I run vehicles into the ground and donate the carcass to charity for the tax deduction. read more

I had a wonderful experience at Carmax, Dulles even though I ended up buying a car somewhere else. I had to replace my 2000 Lexus RX300 (which I bought at Carmax in 2005). I could not afford another Lexus so I ended up buying a 2011 Mazda CX7. After driving it for a couple of days, I decided it wasn't for me and returned it. Both my salesman, Arif Asis (who was beyond wonderful) and the customer service representatives were wonderful--no hassle resturn with 100% refund. If I could have found the exact car I wanted at Carmax, I would have bought it. read more

Not impressed at all. It can be a good place to look at various models in one lot. That is probably the reason I gave it 2 stars. I have purchased dozens of cars in my life and most have been between 1 and 3 years old. My advise is that if you are looking at domestic cars, Carmax may work because of the "No Haggle' policy, and you are not being swarmed (as much) when you arrive. I was comparing and looking to buy a Mercedes, BMW or Audi and wanted to look at several models at the same time. They had some variety but the quality of the cars were not as good as other dealerships. I saw one that had overspray on the inner wheel well and another car smelled musty. The prices are not "Deals" but I do think they are fair retail prices. The salesman was nice and told me that I could look online and they could transfer a car from another store. I went home and found a BMW that I wanted to look at from another local Carmax. I filled out the information to get Pre Qualified and received a call at 9:00 am that I was approved. Then we went ahead and had the car transferred to the Dulles location. I was given a notification that the car was being held and transferred so I waited for 2 days. When I called, and then checked online, the car was not in the system anymore. I can only assume the "glitch" is that is was sold at the local branch. Another car was held for me but it was not the color that I wanted, and also showed some road rash. After doing more research that night, I found that there were several Certified Pre Owned cars with the same or less mileage for between $500.00 and $1,200 less from BMW dealerships. When I purchased the car from the BMW dealer I even got a better rate through BMW Financial. My recommendation is to do the research and figure out a good price range to pay and go to the respective dealer. Especially the high end cars. If you want to feel like you are at a DMV, the Carmax experience may be for you. If you are in the luxury car market, you want to buy from a dealer because it adds to the whole experience. The experience includes low pressure, and sales people that know the products they are selling. My new 2015 5 series feels and smells brand new. BTW: I am not a snob. My daily driver is a 2002 Chevy Silverado with 280,000 miles while my family car is a Nissan Pathfinder. I do have a special place for German Cars and have owned several. read more

Buying a car is time consuming and stressful. The experience is no different here. The ONLY reason I purchased a car from CarMax is because they had the exact color, model, trim, wheels and milege I was looking for. Yes, the price is no haggle. Does that mean they don't throw in admin fees, CarMax fairy fees at the end? Nope. There's no getting around that either. My experience was an o-k one. Unfortunately the consultant I had the misfortune of having was a complete DOUCH NOZZLE. Not douche bag, but a douche nozzle. It doesn't get much worse that that. If you'd like his name please feel free to contact me. Basically I wanted to throat punch him repeatedly and the reason I didnt move to another consultant was because I was dealing with mainly a trainee - whom was wonderful! Anyways I needed a 4dr car like 3 months ago and didn't want to waste time switching consultants. However, if I can spare you any sort of pain of dealing with this nozzle of douche, please let me help. Overall I'm statisfied with my purchase. It's exactly what this mama was looking for in a family car. Trim, color and all. I wasn't happy about the shitty job they did "detailing" the car. It was almost closing time and it was obviously rushed and not thorough. So poop stars on them for that. I'll probably never another car from here but like I said I was in a bind and couldn't pass up this car. Meh. read more

The buying experience was very easy. No pushy salespeople. I drove out with a Jeep. One happy customer. I really liked not having to haggle over the price. read more

for REPAIRS -tried calling them 3 times in the past 2 days -noone picks up the phone, always get the voice mail fro their repair....compalin noone seems to care, just that they are busy. If they are always very busy then they should NOT sell repair service to their car buyers!! read more

Wasn't happy with them at all. I wouldn't buy a car through them. Their sales team had me think everything was a go, kept saying not to worry. I thought they were honest and knew how to get things done..ha! read more

I bought my car April 7.... and I've only had in my possession for 10 days since then. Carmax Dulles won't answer the phone or call me back. Not to mention lied to me about features it had, or could be installed... lied about installing them, and then after 2 months told me it couldn't be installed at all... So I called CarMax Corporate. They better have a solution by the time they quoted me which would be this evening. I've been so nice and polite for almost 4 months now... well not anymore. read more

The process is very smooth and straight forward. The offer is very low. Their offer was $3,000 lower than what Kelley Blue Book indicated. The low ball is due to the fact that they deliberately not take into account some of my premium options such as Logic 7 Premium sound and upgraded red leather interior. This was what pissed me off. Purposely leaving out options so that the offer can be lowered. So I went to another place and was offer another grand and a half higher. I would absolutely use Carmax again, but so I can only have a gauge of what my vehicle market price is. It's a good starting point. read more