CarMax

SERVICE DEPARTMENT IS TERRIBLE!!! I purchased the car and they only had one key so I needed to get a second key made. Nicole Moreland asked me to bring my car in and leave my key in the drop box the night before the locksmith was to arrive. I call to follow-​up the next day to make sure the key was ready and was told by another lady who was taking care of my account that they didn’t even need my car and that they were now going to send in my VIN number to get the key made and it would be another few days before they would have a key ready. If they only needed my VIN to get a key made then I should have never been asked to drop the car off. Shouldn’t they check this sort of thing prior to requesting a drop off. I got no loaner or anything and I basically didn’t have my car for 2 days. Trying to get to and from work (which is an hour away from home!!!) was a terrible experience as I had to Über and hitch rides to get around. Such an inconvenience and no one at CarMax did anything to compensate for their mistake. In fact, I still have to go back and PICK UP my key next week. REALLY HORRIBLE EXPERIENCE AND NO COMPENSATION FOR MY TROUBLES AND INCONVENIENCE.

The service department at the Lithia Springs location is the worst of the worst. The phone option for the service department sends you to the voicemail box of Nicole Moreland each and every time you call. I called for over a week just to get an appointment to bring my car in. The brakes were making a loud noise less than a month after purchasing the vehicle. I finally got an appointment and dropped the car off the evening before via the overnight drop box. My appointment was for 9am. I never received a call with the status, so I called the business office and they walked over to the service department to get someone for me to speak to. Once on the phone they advised me that they did not have my keys and would look for them and call me back. They called back less than an hour before they closed and said there was nothing wrong with my car. I will NEVER take my car back to this location. I will drive further out to a different Carmax.

I enjoyed the car shopping experience. The prices are very fair and the people are friendly and helpful. The only negative is financing. They offer financing but it’s all automated and the rates are very high. I have a 740 credit score and they wanted to sell me a 11% loan. This compares to the 3−6% loan I could get just about anywhere else… So my advice is get your financing through your bank or credit union and then go to carmax.

This was my first real car-​buying experience, and it could not have been a more satisfying one. From the sales consultants I worked with (Kirby and Renee), to the signing consultant (Allison), to the service department consultant (Randi), every Carmax team member I encountered made me feel welcome and valued as a customer. I understand now why Carmax customers tend to be so loyal; they definitely created a raving fan in me! No pressure, no hovering, no problem!

I came in with my mom car shopping and there was a wait to even be helped, then when someone did come over they were as good as not helping. They couldn’t answer any questions, didn’t know anything. It’s like where do they get these alleged salespeople? They suck. Suppose a buyer doesn’t have internet but want a car, you should still be helpful or what is the point? They should be equipped with tools to know what they have on their lot whether you pre-​shop online or just walk-​in. Needless to say we stuck with our Hyundai family and bought a NEW 2015 model from a great salesman. One thing I hate is bad customer service. That’s intolerable to me. If you can’t give good customer service you don’t deserve my business.

These guys rock! Brother in law buying a car today. We got one at the Norcross Car Max in 2013. My favorite place to car shop. I can’t stand regular dealerships. Very low pressure buying experience with no haggle pricing.

Shopped online before arriving, test drove, and did all my paperwork in 2 hrs
It was a great experience! I HATE car shopping, so I’m relieved it’s over. This is my 4^th car shopping experience w/​CM and the best yet

My husband and I were car shopping, and this location was the first place we went to. I had come here years ago to look for a car, but I never found anything I liked and the salesman wasn’t very helpful in making some suggestions for what I was looking for (I didn’t know anything about cars at that time). The experience was kind of neutral, so I thought I’d give it another try this time.
There were no other customers to be seen, and one of the salespeople said (as his colleague looked us up and down as if we were hobos walking into the Ritz-​Carlton), «We have a really long waiting list so just walk around the lot and see if you like anything.» He didn’t even ask for our names to be added onto this «waiting list». After looking around the lot, the salesman was still in the same spot we left him in, laughing and talking to his colleague. Although we would’ve liked to have someone there showing us a few things or asking us what we were looking for and making some suggestions, we were so turned off by how we were treated, we just walked out the door. As we did so, the salesman asked, «Did you see anything you liked?» My husband replied, «Yes, there were a few, but you look too busy to help us.» The salesman said, «Well next time, you can make an appointment.»
I’m not usually a vindictive person, but by that evening, I wish they would have known that we ended up purchasing a $ 27,000 car at the dealership right next door.

As much as we want to say that we did have a wonderful experience with Carmax, unfortunately, this branch has very bad customer service. The sales experience was great, we didn’t feel like we are being forced to buy like in other dealership who will force you to buy on that day you inquired and disturb you with millions of phone calls. We traded in our car as well and it was good experience, they where very detailed and responsible. However, after purchasing the car which they claimed to be in good condition, (also we trusted CARMAX’s claim that they inspect cars thoroughly, they even had a model car, in the shop that got into an accident and had a poster we don’t get this kind of car) the experience with them just kept on getting worse. We had our car inspected and found some issues. We brought it up to our Sales Consultant, Adriana White about all the issues we found and she just gave us a contact person to talk to. From then, we were bounced to different people and never got any help. We felt ignored after buying the car, and we are thinking now if that’s what CARMAX does. Great sales experience but after that they won’t care anymore. I will post here the email that my husband sent to the sales consultant. After receiving that email, the consultant just called us and said she is trying her best to fix the issue, but that’s it. A month after we still haven’t gotten any email or call. WE ARE REALLY VERY DISAPPOINTED. Still no actions taken on their part, not even a letter of apology…
Here’s my husband letter to Carmax. Until now, our concerns haven’t been addressed…
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Hi Adriana — I wanted to send you an email and update you on status of the car as today is the 30^th day of the 30-​day warranty. I also left a message with Tracy today, the Service Manager.
I had the concerns with the car checked out. The oil leak according to Audi appears to be under control and we will need to monitor it. What is an open issue that would not be covered under warranty is the issue of the musty/​fishy smell that comes from the vents. They have advised that the pollen filter needs replacement. This is roughly a $ 125 cost. I expect CarMax would pay for this; please let me know what I need to do. I have a copy of the service summary/​diagnosis if you need me to scan this.
Also I wanted to follow up with you on the last instruction you gave for me to call your manager/​Lithia Springs Manager ~2 weeks ago. Did you every have a chance to follow up with them? Or had they mentioned anything to you regarding my call? I’m disappointed to say I didn’t get a return call from either of them.
The purpose of my original call was to give CarMax the benefit of the doubt; as the sales experience was positive, perhaps the negative post sale experience was a fluke, and Management would be sensitive/​happy to make things «right» by offsetting the inconvenience somehow, and ensure a happy customer walked away from their first CarMax experience. Instead, what this tells me is that the inconveniences and disappointment I’ve been experiencing are a normal occurrence for a CarMax customer and do not dignify a return phone call or follow up. The first day we walked out of the dealership with our car, my wife and I already talked about our intent to return to CarMax when we upgraded her car to a family-​friendly SUV. I can’t say that’s going to happen.
I plan to raise my concerns and disappointment further up the CarMax organization. If someone from Lithia Springs feels the need to contact me, I would like it to be with some sort of material/​service consolation. I am not interested whatsoever in speaking to anyone else if I need to yet again re-​explain the issues and the work/​personal time expended addressing these issues. I’d hope that by now, someone there, or certainly you would be able to relay the history. I’ve brought the car concerns to your attention and at your request communicated it to multiple individuals at CarMax including the location manager, service manager, and multiple service representatives. Part of my dissatisfaction is getting the bounce to numerous people with no apparent result or acknowledgement.
Please do let me know what I need to do to get the pollen filter replaced and if you should have any further update on the broader concerns.

Well I was nervous about getting a car and submitting sensitive info all over town. But then I got in touch with Carmax, it was the most easiest, safest and secure decision that I have made in a long time. My rep was helpful he left me know about the each of the cars that I was interested, and what gas mileage would benefit me. My Rep L.D. helped me make the perfect decision on everything. The worries made my mom happy and was shocked that buying a car could be this simple.

I recently purchased a 2009 Honda Fit from Carmax and have been nothing short of thrilled with my experience. My Sales Associate was Mace and he is the absolute best! I bothered him for weeks through e-​mail asking question after question until I was sure of my decision. He was never annoyed and did everything he could to ensure that my partner and I were happy. Even with my poor credit he was able to work something out. He even drove 14 miles away to pick us up the night we bought the car. Definitely buy a car from Carmax, and definitely ask for Mace!