I have recommended Carmax to others based on our experience. The entire experience from appraising our trade-in to selecting and financing out new car was pleasant and hassle free. We initially went there because we wanted to see a variety of makes of cars before we made our decision. Although it was pouring rain the sales person was patient and encouraged us through the whole process. read more

First truck was taken to the service center four times totaling 7 weeks. CarMax provided a loaner SUV while they had the truck in for repair. Truck was not repairable even after they replace many items. They would not take the truck back but would buy it back towards buying another truck. So I lost $2000+ in the deal (they offered $800 less than I paid plus I lost the sales tax, fees, tires I had bought, etc..,). Next truck is working great. CarMax vehicle report on the second truck states no accidents but later I have found the truck was partially repainted. read more

Wonderful experience from beginning to end. Everything was so streamlined and easy and the staff were so friendly and accommodating.

Having a frustrating time trying to buy a car from CarMax. I paid a fee to have a car shipped from upstate New York to here on May 29. I received an email that showed a single car on a transport and that the car would arrive June 12. I couldn't believe it would take that long to ship a single car. When I contacted the salesman he said the graphic wasn't reality. CarMax waited until it had 8 or more cars to ship south. Thus the delay. I heard nothing from them on June 12 and went to the store. I was told the car was delayed until June 14. Today I called and asked to talk to a sales manager. He said the car was delayed to June 17. Unfortunately, they don't seem to know how to manage customer expectations. If I hadn't gone to their store or called I would hear nothing from them. And when I talked to the sales manager today, all he did was whine about how people were trading in cars since they got tax refunds or Covid stimulus money. In the meantime, I wait for the car that I probably could have got by riding a bicycle to upstate New York to pick it up. read more

My car is still junk. Nothing but problems. And the warranty? Still junk too. Won't go back again. Wish I could get rid of this car!

Wtf. They sold me a car a day before they needed to renew the inspections but never told me. Now its on my to redo the inspections that they should have taken care of. I thought my experience was good until 6 months later when i realized my VA inspections were going to expire with a few months of receiving it. Feel like out of courtesy and respect they could have told me that if i waited a day they would renew my inspections. read more

Recently got my trade-in appraised here. Antoine was very professional and friendly and was very competent in the appraisal process. No hard selling or pressure whatsoever. If I was in the market for a car from Carmax, I would certainly go back to Antoine! read more

This was our fifth car purchase at CarMax and the process was smooth and easy. We found the car we wanted on the CARMAX website at Potomac Mills where we have previously purchased cars. We got a good value for our trade-in. We took the car we wanted for a quick spin around the block, and it was perfect. Our Sales Rep typed our purchase agreement into the computer, then whisked us into the closing department. We used their debit card reader for a sizable down payment, and got a low interest 36 month loan for the balance. The closing agent was fast, fun, and friendly. We were in and out in 15 minutes. We purchased the 5-year, 125,000 mile extended warranty, as we have done on our previous CARMAX purchases. The warranty has more than paid for itself with our previous purchases. Our Sales Representative ushered us out to our freshly cleaned car that had an enormous yellow bow on the hood of the car. She took my phone and snapped a few photos of us standing next to the bow on the hood. Total time from first contact at the door to driving away was just under 90 minutes. I enthusiastically recommend CARMAX at Potomac Mills for your next car purchase. Erick B read more

I made an appointment to have an appraisal done and when I came in I was told that it would be 1.5 hour wait (even though I had an appointment). I'm not sure why they take appointments of they are going to put people ahead of you. It's not really a good business practice. Not to mention that their commercials state that an appraisal only takes "30 minutes." I thought that this place would be a little more reliable considering that it is a chain but this place is shady and I would recommend staying away. read more

The Carmax web site used to be very good. You could find lots of choices and details of their used cars. Now there web site is very hard to use and shows very little detail. My choice would be to get their old web site back!! read more

I've had three great experiences trading in and buying new vehicles at this Carmax, but the service department is asleep at the wheel. My most recent purchase was missing an adapter from the jack kit in the trunk, and I made several attempts to connect with them to ask for a replacement. After leaving three messages over three days at different times of the day and not receiving any reply, I called the sales department. The sales representative walked back to the service department, tracked someone down to take my call, and proceeded to transfer me to them. It rang and rang, and eventually went to voicemail. I left my contact information again, and still no response. I have since ordered the part myself from the local VW dealer. read more

This is the second time they low balled me on my car that was worth 5k more then what they offered. The other car we had they low balled me roughly the same. Go somewhere else cause you'll be wasting your time. Carmax in the past was alright, now not so much! And the cars they have on the lot are over priced and there's no haggling! Supposedly that is. read more

My family was in the market for a second car. I went on the website and got pre-qualified. This made the financing process a whole lot easier than previous experiences at other dealerships. Once I was qualified, I knew how much I had to work with. The salesman, Jon Kay, contacted me right away and was courteous and was pressure free. I asked for a car to be transferred from Maryland and he kept me updated throughout the process. When the car was available, we set an appointment the same day. The car was a mess, but Jon was understanding and immediately started to gather cars at a comparable price and similar milage. We went on several test-drives. He was very patient and once again did not pressure my wife and I for a decision. We eventually picked the perfect car. Jon was awesome. Once we decided, we were out of there within an hour with no pressure to purchase any additional coverages. It was a great experience and would recommend Carmax to anyone looking for a great car and a professional, worry and pressure free buying experience. read more

Excellent service department, was my first time taking my new Buick in for oil change and routine check. Every thing is so smooth. Make the appointment day before, got in, service, even washed the car. Best of all the prices where lower than others full service vendors. It's rare I have a smile on my face after car repairs, this time there was one! If you have a chance ask for "Lynnn" ! read more

We just returned from an overseas job and needed a car quickly with as little hassle as possible and my husband was sure that Carmax was the answer. I was not as sure, but agreed to go look. Our salesman was very nice and with our limited list of must-haves showed us a good variety of options. We ended up with a vehicle that I have been quite happy with, and the entire transaction took less than 2 hours from walking in the door to driving off the lot in a fully registered vehicle! My criticism comes from the fact that the car I wanted had come in recently and was reading as unavailable the system. I had test-driven an identical model but noticed door dings that I didn't like, and so I elected to take the other car. I was told it was unavailable, probably due to the fact that it had just been acquired and hadn't been fully checked out at that point. I was willing to wait a couple days if needed, but the salesman talked to someone who said the status just hadn't been properly updated in the system, and the transaction was completed. Two days later I was back to get the brakes fixed because it needed pads and rotors all around. I feel that they simply did a computer change of status rather than actually do their due diligence and perform the checks they brag about. I'm only not still angry because they DID fix it. read more

I recently assisted my elderly mother to sell her car here. We could not have had better service. Delfin was very kind, he explained exactly what to expect at each step in the process. We were given a fair offer. My mother has difficulty hearing and getting around. Bernard went out of his way to accommodate her. The whole process was easy and efficient! read more

Buying a car was great, but once you deal with service dept you will be lied to. When asked about the lying, or at least continued miscommunication, Brian and Jamal (both service managers) cover each other and give excuses to why you must have misunderstood them. Even when it happens multiple times. Service here is worst. Our car wouldn't start the very next day after bringing it home, then they refused to fix it so we were sort of forced to returned it. Other than that our sales rep, Moe, was awesome. read more

The service department is terrible. I say that in the nicest way possible. Nobody answers the phone. I wanted to see why so I came in and just to get a feel. I can see exactly why the phones don't get answered. The two girls on the end next to the managers office seem to be buddies and I can imagine they talk to each other quite a bit. I would suspect one or both of them is supposed to be answering the phones. The shorter of the two is very rude if that helps in anyway. I just don't recommend going here to get your car serviced. You can sense that this is a very socially polarized environment. I would go on to say that maybe those two girls should be split up so that it doesn't feel so polarized. The perfect example of this I would say is mean girls. You have the shorter girl as the queen bee, all the attitude in the world and the other taller girl just going with the flow. read more

I took my car to Carmax to get an appraisal and it was a relatively simple process. Employees were friendly and quick to assist me. I waited for about 20 minutes and received the value. Although the value was less than what I hoped for, it wasn't drastically less than kelly blue book. Overall, most people's review of this place is going to be based on the value they are offered for their car. Not much else to say about this place other than a chick-fil-a and chipotle are across the street. read more

Nice folks, I gave them a hard time after they appraised my car, but they did not take it personally and understood I needed to get as much as I could. I will definitely deal with them again in the future. read more

I went back about a week or so after my initial visit to finalize everything. I was in and out in 35 minutes. Wonderful experience.

Everything in my last review holds still very true, I'm just a little upset that the interior of my car wasn't vacuumed or cleaned out at all. And, I had stains on the upholstery up top, and it just really saddens me that now my "new" car has to be cleaned when really it should've been done from the place I bought my car from. James was really professional but I just wish they had enough decency to clean out my car before selling it to me. Le sigh. read more

Update to previous review I sold the car on craigslist in four hours...several thousand more than lowball offer from this place.

Extremely easy process to sell my car it is scary... Waited about 30 minutes for the appraisal which was explained to me very succinctly and easy to understand. I came back on the last day the appraisal was valid and within 40 minutes walked out with a check. Couldn't have asked for a better experience. read more

We had a Jetta transferred from Mechanicsburg, PA and visited the Woodbridge location to give it a test drive. We had a wonderful associate named Carolin Cooper helping us from the very beginning. She was friendly, knowledgeable and professional, not failing to keep us apprised of the process and offering us good advice in terms of warranty and insurance coverage, etc.. We were really impressed, and felt the need to give her praise. We ended up buying the car, which turned out to be a fabulous choice! We were surprised with how easy the buying process was, and we attribute that to her awesome customer service. read more

Carmax Potomac Mills Va sucks! I bought my car on Oct 3rd drove it one week took it back to Carmax for a noise they couldn't fix it took it to the dealership in Fredericksburg they couldn't fix it and now it's at the dealership in Fairfax waiting for a new transmission. This car was $30K and it's Nov 2 and I'm told I have to wait until until mid Nov to drive my car. What the hell!!!!!!! read more

I brought my Jeep Grand Cherokee, purchased from a CarMax in Florida, for its first oil change to a Jeep dealership in Manassas. The technician/service department called to inform me that the four clips in the oil filter cap to keep the oil filter in place were broken. I purchased the replacement from Jeep and called CarMax to see if they would reimburse me for the part. Samantha (Sammy) in the Service Department and Natalie in the Business Office were very helpful, professional, and were able to reimburse me for the part. Despite purchasing the vehicle from another location in Florida, the CarMax in Woodbridge has always been helpful and pulls through to make things right and resolve any issues I've had (I brought the Jeep there three times to resolve a check engine light). read more

Beware, don't take your luxury vehicle here for service, unless you want it damaged! I took my car in to this Car Max location to be serviced. It is a luxury vehicle. They not only damaged my vehicle when I brought it in, but they overcharged me $50 for lubricating my convertible top just to make money. I shouldn't have had to pay a dime, being that my car was damaged. I had to bring the car back to have it fixed. Certainly a waste of time and money (gas)... After you buy a car from Car Max the quality of service you recieve when you bring it in to have it repaired is very poor. The manager Josh, didn't even apologize or try to do anything to resolve the matter. I had to constantly call to check on the status of my vehicle. I wouldn't advise going to this location. They simply don't know how to treat their customers. They are obviously money hungry. If I could give them less than one star, I would... read more

We were greeted by a a very friendly receptionist who told us our wait would be 15 min. 40 min later I returned to check our status. Again she was very polite and let us know we were next. We were helped 10 min later. Our appraisel took 40 min and they offered us 33,000 for our 2012 Honda odyssey touring elite which is Kbb valued trade in at $35,200. The Toyota dealer offered us 34,400 WTF. The logic the discussed was that Honda is offering huge incentives on new 2012 Odysseys. Odd bc in my research I can't find a dealer within 350 miles who has a new 2012 Honda Odyssey Touring In stock. car max thanks for wasting my time I won't be returning and I suggest buyers and sellers beware. read more

First I should say, I didn't want to buy a car from Carmax because I love negotiating and feel I can do better negotiating a good price than going somewhere you can't haggle. However, I wanted to sell my car to CarMax because I didn't want to deal with the risks associated with selling your car, strangers test driving it, etc. So I went to CarMax to sell mine, and found an Acura TL with low mileage, in excellent condition in my price range and bought it. The process was quick and easy - used their financing, and I was out of there pretty quickly, satisfied. Another thing I don't usually do is purchase any type of additional warranty but I did buy the CarMax warranty because I had a friend with a bad experience - bought a Ford Explorer and, of course, it needed thousands of dollars of work almost immediately (but I think that's the norm for older Ford Explorers). They were fortunate to have purchased the CarMax warranty. 6 months after buying the Acura, I took it to a local shop for an oil change and a tire rotation. The manager said I needed a transmission flush (which was a lie) and 2 new tires. I contacted CarMax because I shouldn't need 2 new tires so soon after purchasing the car from them. They asked me to bring it in to check (since they say they have higher standards for tire tread than others). They said I actually needed FOUR new tires and an alignment. They agreed I should NOT have needed that so soon after purchasing and paid for the 4 new tires (which had to be special ordered). It was all fixed at no cost to me. This is not part of the warranty package, but it appears to me that they chose to do the right thing. Impressive in the car repair industry these days! I'm a fan. As a side note, it was Barber's Auto on King St. that said I needed the transmission flush that I did not need. CarMax confirmed the transmission fluid was still great - smelled sweet, wasn't dirty, etc. ... and explained that my car tells me when the fluid needs changing -- not by mileage but by sensors. So avoid Barbers Auto is another lesson learned. read more

This review is probably not up to date, as I did this transaction in 2012. I spent about 2 weeks trying to sell my perfect 2007 Subaru STi with 100,000miles (lightly tuned, 345awd hp, 380ft/lb torque @ 3400lbs). After a visit to about a dozen dealerships, many mentioning their prices for buying the STi, and some that actually mentioned that they could not beat Carmax's prices, I spent 2hrs at Carmax. You know its bad when even the dealership workers tell you that they cant match Carmax. I left with a check for 21k, which was several k above the closest dealer match. Considering i could get max 15k for it at a Subaru dealership, thats a good deal. Carmax took the car as it was and a month later sold it to someone else (i tracked its VIN), though they removed modifications/aftermarket parts (i saw pics online) (wheels, exhaust, etc). I put 4stars here as there is definitely room for improvement for the customer experience, like spending at least 30minutes in line in a noisy room to wait to see the cashier. read more

If I can give this place zero stars I would. Made an appointment to have my car appraised, get there the guy at the counter had a major attitude issue. Put me off from the start. Then he couldn't find my appointment. They walk me to my car and the instant I tell them I'm just selling it, not trading or buying a car it was like they didn't give one care about service. Wait for the appraisal which was quick. They came back at $15000.00 for a 2015 eco boost convertible. That's insulting and a joke. KBB dealer trade in 18k-20k. They told me the season and non factory wheels lowered the value. Really? 4K? I left pretty pissed. Called Carvana and got 19k for the car. 4K difference. My advice go straight to Carvana and deal with people who care. read more

Had my car appraised on 8/2/18 decided to follow trough with the appraisal on 8/3/18. Spoke with carmax multiple times asking what was required. Hired a babysitter, took leave, took a loan for the negative equity. Called and verified what I needed multiple times. Arrived at carmax and Natalie and Brian (the customer service manager) would not accept my 10 day payoff because it didn't specify the exact car. Thus was never mentioned in the 7 calls I made that day verifying what was required. I think that if someone is paying you 9 thousand dollars to take their car you would treat them like they aren't trying to scam your scammy company. I will not be returning to this location unless something changes. read more

Great service and delivered as promised. Would not go anywhere else to buy a used car.

In August 2012, I went to CarMax Potomac Mills to sell my car. I had purchased this car at the same CarMax in March 2011 for $12,000...a 2009 Smart fortwo Passion with 7,000 miles. In August 2012, it had 25,442 miles (added a little over 18,000 miles). I was paid $8000. A few days later I went to the CarMax site and found that my car was for sale for $12,998!!!! A profit of more than $5000 (60%). I don't think there's a legitimate business that has that kind of margin! I called CarMax to complain. According to Purchasing Manager on duty, appraisal indicated that it was in great shape - no appearance or mechanical problems. Since I had had the car for sale myself earlier, it had been thoroughly detailed. It looked and operated great! I have purchased several cars at various CarMax locations in Northern Virginia (for myself and my two daughters since they were 16). I felt that I was being treated fairly, but not any longer!!! I feel that they took advantage of me. 60% profit is way beyond unreasonable. So beware when doing business with them!!! read more

Great experience here. All thanks to Susan Reed in finance. I showed up about an hour before they closed to sell them my car. It took about 30 mins for them to give me an appraisal number, which was absolutely fair. It seems that most folks don't understand that when you work with a dealer such as Carmax you aren't going to get more than the wholesale value for a vehicle. The guys up front were great. Everyone was easy going and well spoken, which is exactly what you need in these situations. After working with them and deciding to move forward, they took me back to the finance area, which was closing. After basically begging them to help me, I had the pleasure of meeting Susan Reed. I've have a lot of experience at car dealerships and it's very easy to run into employees that don't want to stay late or go beyond their regular duties. Susan was AMAZING. On top of being infinitely polite, she was very knowledgeable in her field. She knew exactly what I would need to give her, and there were no problems in completing the transaction. I apologized more than once to her for keeping them open past their regular hours but she wouldn't have it. She made me feel comfortable and kept me at ease during the entire process. There are way too many people in the auto industry that try to screw over customers with prices and hassles with various actions. I now fully trust the folks at the Potomac Mills Carmax because of a great experience, and I encourage others to do the same. read more

Looked for cars for a week at several dealers to include Carmax. I really like how Carmax advertises all the information on the cars and offers free reviews of the cars letting you know if its been in an accident. Finally bought a Subaru with the help of Ryan and Eric. The process was pretty quick. We used a pre-approved loan from USAA which helped to speed up the process and didn't buy any of the extended warranty. Hopefully the car holds up to the Carmax warranty. read more

These people hire anyone with a pulse. I didn't find a single competent employee in the whole place. After I turned down the offensively low offer, I got a much higher offer from a random citizen in the parking lot. Unlike other Carmax locations, they don't let you haggle on the price. They wouldn't even go up a couple hundred dollars. Real rip off. I hope no one else has to put up with the disrespect I did from Carmax. read more

I had a really good experience with Frankie at the Woodbridge location. I was very picky and at times indecisive about what car I wanted. It took several trips out there but Frankie was patient and professional. And now I have the exact car I wanted. Remember when shopping at CarMax it is not a regular dealership and it's bare bones which is why they can price the cars like they do. Still, I highly recommend using CarMax. read more

Our experience started with Carmax in 2016. We sold a 2011 Honda Crosstour to Carmax. It was a smooth process with top costumer service oriented staff. In August 2018, we purchased a car for our daughter and an empty nester 2 seated sports car as a retirement gift for me and my husband. Our sales professionals were Carolyn Wood-Henderson and Frankie. I called them the tag team dual. They immediately asked what we wanted. They spared nothing to meet our needs. They searched the Carmax inventory until they found the exact color, low mileage, make and models that we were looking for. The staff in the business office were professional knowledgeable and above all, helpful. Carmax takes care of DMV. They issue license plates and provides us with an organized detailed packet that explained everything we needed to do with contact numbers etc. Overall top rated experience. I recommend Carmax. read more