I was at the CarMax dealership from 11:00 am until 4:00 pm. Daniel stayed with me through the whole process of trading in my car and buying a new used car, which had been shipped in from NC. The process was seamless, it just took time. The wait was comfortable. Daniel kept us of each step and how long it would take. Having the financing paperwork ready helped a lot, I think.Overall, a good experience!

Gregory could not have been any better than he was. He made the car buying and trading process so easy I will be doing it again next year! He was very helpful throughout all of it and made it a breeze. Even signing the paperwork with Cam was very smooth. These people know what they’re doing and I can not express how awesome it is to walk into a dealership and leave without a single complaint!

Sold my car and was very quick, seamless and a pleasant experience. Great buy back offer and everything would great.

I had a great first time experience at CarMax. I l received a great appraisal on my previous vehicle and I got the monthly payment I was looking for. The customer service at CarMax was phenomenal! Shawn was my salesperson and she was amazing and truly showed she cared about her customers!!

The customer service was excellent from kenny and his other coworker. Kenny was very understanding and took his ti.e with me to be sure that I clearly understand and also make the best decision possible. My overall experience was GREAT. I would definitely come back again.

Justin was amazing walked us through everything we needed to know and also listened to us it was a very comfortable experience.

Went with my wife to look for a second car. Gregory was very helpful and personable. Santiago however was one of the rudest people I have had the displeasure of interacting with. We found a car that we loved, but the info on the sticker didn’t seem to match the car, we brought it to their attention but we’re assured the info was correct the picture in the system was just wrong. So we took the car for a test drive and we’re all but sold on it. We had noticed on the test drive that the odometer didn’t match the sticker. We asked again to verify that the info on the car was correct. We were told it was but went out to the car to check and it turns out the sticker was for a completely different vehicle as we had initially thought. Gregory went to get his manager because at this point we had spent a deal of time there and had been wanting to move forward with the sale of a car we believed to be in our price range. Enter Gregory’s manager Santiago, what a sorry excuse for a manager. He comes over and essentially says they messed up and instead of making it right by adjusting the price AT ALL he tells us they’ll take off the $300 service fee however the car will cost $3000 more then what we had been told through this whole process. When we asked if there was any price adjustment to the car they could make he let us know ‘you don’t have to buy the car if you don’t want to’ so unbelievably rude. Gregory should have his job and Santiago should take a hard look at if he belongs in customer service.

Dillon is the best guy I’ve ever worked with. He was super helpful, honest, and kind. I love my new Civic. Carmax, if you see this, GIVE DILLON A RAISE RIGHT NOW!!

On September 10, 2021 at 7pm I had reserved a Tesla model Y to test drive and purchase from the buiness. I had a cashier check from my personal bank and had the buyers order already in hand.This was by far the most horrific experience I have ever had shopping for a vehicle. I spent several hours waiting even though I had come to the store with a scheduled appointment. I would not recommend anyone spend your money here. I waited 3 hours for them to tell me that the verbal directions that I was given was incorrect and was told by the office manager Lucas that I would have to come back tomorrow. When I expressed my discontent of the situation Mr. Luke told me to come back tomorrow and he would complete the transaction. I work hard just as anyone else and I have purchased many different vehicles overseas while in the military and stateside. This was the first time I have ever felt as if my time was ever taken for granted. I even asked if I could’ve done something different to expedite this process. I was told no. I traveled an hour and a half just for them to tell me to come back tomorrow. I hope this reviews saves you your time and your money. Spend your money where you are appreciated as a consumer

Nice place to do business but I wanted more money for the car I sold to them 😏

I’ve heard mixed things about carmax and I am still on the fence with how my experience has gone. I got a 2016 Honda Pilot with 36k miles shipped from NC. Everything with that was great, did the test drive, ran all the numbers. Planned to buy it but ran out of time for the day. Asked for the 24 hr test drive, the sales guy was very hesitant (which I thought was weird) but we ended up doing it. Driving home the vehicle breaks down on 95. All warning lights came on and the vehicle lost all power to go. Pedal was to the floor and speed was dropping fast. After sitting on the side of 95 for about 30 mins I was able to start going again but only about 40mph. I made it to the next exit and pulled over there. Took over an hour to get someone there when we had only made it about 20 mins from carmax. The tow truck driver made it there before someone from carmax which left us sitting at a gas station outside with no vehicle to sit in. Carmax shows up, gives us a ride back to carmax I go inside and speak to a manager to see what they can do about what just happened. (Not to mention I had already made other arrangements for someone to get my kids off the bus because of this issue) I go inside find out what options there are. Basically nothing can be taken off another vehicle (which I get they don’t haggle) they wouldn’t give me any for my trade in, nothing off of the warranty for another vehicle, nothing. So finally I asked about another vehicle that was located in Illinois but had a $199 transfer fee. Asked if that could be waived, finally I got somewhere. Vehicle is being transferred at no charge (which I know they didn’t really pay for it) the new vehicle should arrive in about 2 weeks and we will see how that goes. It may have not been a carmax issue and just an issue with that vehicle I’m not sure but I’m willing to give them a second chance but I would like to see if they make this whole issue right. I will update in a few weeks.

Sold them my Jeep. Got an online offer, made an appointment. Spent an hour there and left with a check. Great way to sell a used car!

I had the best experience buying a car. Peter Lewis is an amazing sales associate. He definitely went above and beyond for me and made everything so easy and simple. If it was not for him I am not sure if I wouldve bought a car. I had a bad experience in October 2020 and was nervous to come back, but Peter made it worth it.

Fair, fast, hones, either way, buying a car or selling your car to CarMax 👍

It was great! The attendant was really attentive of us, making sure to check out whichever model of car and explaining the features/specs of the car. Carefully making sure if we were comfortable with car. I would love to buy from here again.

The employees were very knowledgeable and courteous. I was able to trade in my car and buy another in less than an hour and a half, including a test drive!

Fast and smooth trade in and purchase of a “new” used car.

I made an appointment as suggested. I arrived on time. I had to stand at the greeting desk for what seemed like a good while as there was no one to greet me. Luckily I was give a very good and knowledgeable salesperson. Mr Probst was excellent in guiding my wife and me through the purchase process of our 2016 Honda CR-V. I felt very comfortable and confident with our salesperson and want to commend Mr. Probst on being very professional in terms of appearance and knowledge. Overall I had a very good experience at this location.

Service quality is fantastic, in my opinion had no problems with getting and picking out the vehicle that I wanted, at a good price. Service department phenomenal, get my inspections yearly and oil change. One thing major auto repairs go to your local mechanic that is the only thing, minor repairs A+

I had such an amazing experience at the short pump Carmax working with Barry! The whole process was smooth and easy. Highly recommend working with him!

I get the car buying industry is crazy right now but Carmax has sure let their standards fall!!! Car I bought 2 weeks ago is already back there in the shop for an estimate of another week and half (almost 3 weeks total)!!! I called several times to talk with someone about my problems only to be hung up on multiple times too!! When I actually talk to a manager, they are nice but offer no compensation for all my troubles. If I didnt love my new car and know I would have serious troubles finding another, I would take my car back! Customer service there has sadly gone way down hill!!!

Purchasing and trade in were hassel free. The back office waiting time was excessive.

Had Peter is a great salesman!! Need more men like him. That have a great asset at this location.

This is how a car purchase should be every time.The entire process was so easy even with financing. The car I ended up with is better than I could have imagined. You guys have a customer for life. Joel Green writes the book on being an awesome sales guru. Zero pressure and listens to what the customer wants. I wasnt leaving empty handed.

Good customer service., prompt response as soon as we visit. Quick price quote of your vehicle that is in less than 30 mins.

I had a great experience at CarMax. I appreciate everything Andrew did for me. He was extremely knowledgeable about the car and helped me decide on the right Max Care plan for me. I would recommend Andrew and this CarMax to anyone looking for a used vehicle.

Went to sell my car which I unfortunately could not except the offer. However the process was very quick and professional my buyer Alexis was great and took the down time to search for some trucks I was looking for. If your looking for a quick sale it a fairly pleasant experience to get a quick offer. If your looking to get the best offer it’s usually not them however you always have a backup if you need it.

Tried to purchase a vehicle from the broad st, VA location and was told I could not. I live about 400 miles away with 3 kids, so me going there is almost impossible. I asked to buy it, and then pay to ship it to myself, but was told a piece of paper needed to be signed and I had to go there. I asked to mail the paper to me, and I can sign it and get it notarized and send it back. That was simply not possible. I asked to speak to a sales manager instead of the call center employee was didnt seem to know too much about the issue, and was told I would not get a call back because they could not sell me the car so dont want to waste time. If you can, I suggest going to a local dealer to buy a car instead of a national chain who does not seem to want to help their potential customers. Also, I have purchased many cars out of state the past few years, so I know what I was asking is a possible option, just maybe not with carmax, but they didnt seem to care that I cant really travel to them, and they could not ship the car to my local carmax because Im in a different state. Buy local.

Love the way things when so smooth

Thanks his is the 6th car I have bought through CarMax. Usually very happy, but not this time. I get the trade in value was low and I was not informed that the trade in value would not be subtracted from the purchase price when calculating sales tax. This, I lost about $1,000 right there. I would have NEVER done the trade in under those conditions. I talked with a manager and he gave me $225 in service coupons. Thanks his did little to make the situation better particularly once I realized I could not use more than one coupon at a time. Will definitely be considering Carvanna and CarLotz next time.

Meh.. already bought two cars here in the past.. so I went by today to browse cars, wide selection even Jaguars, a few Audis, $40k used Toyota RAV4.. I spent an hour and a half browsing cars back and forth 3.5 times and was almost offended that not one associate approached me to see if I had questions.The only question I had?— if they dont haggle, I dont haggle on the price of my trade in!I came away with perspective on how much I should expect to pay on various models /milage.– they barely said bye!I dont expect to buy another car from them, only in desperation.

Great place to buy a car. No haggle. Straight forward with pricing and facts. Angelo is a good man to see here.

We had a horrible experience at the Carmax in Midlothian, but went into the Carmax on W. Broad and Joel the salesman was WONDERFUL to work with. The experience was fast and easy and they honored everything we discussed online. Beautiful transaction for a nervous buyer. He even checked in the next day with us. LOVED this experience.

Good customer service could be a bit better on the management end of things

Great car buying experience! Barry was great to work with the entire time. He was personable and very knowledgeable.

Overall experience was excellent. What got me is the great customer service and their attitude. They make each guest feel special in their on way. Love the experience of testing a car and if not completely sure or satisfied you can return and try something else. They for sure care if you LOVE your care. Will buy again and refer others. Thank you for my great experience.

My experience was Iconic! My Sales Associate Kenny Pinkard was amazing! He was very knowledgeable and efficient. He guided me through each step in the car buying process and made the whole transaction seamless.

Its was good. But was disappointed in the fact yall say you checked the car before selling it but in less then a week the car battery had died and that as we looked at it the battery was swollen and had alot of corrosion from the acid leaking.

Very Professional touch and a transparent process through out the deal. Enjoyed doing business with CarMax.

Excellent service I would refer them to anyone!!!

Omari Vaughan- Nelson helped us with a car today. It went great he is the best. He is easy going made my wife comfortable so Im really happy. Get him to help you and you will not regret it.

If I could give ZERO STARS I would. I am still dealing with this bad experience. I bought a car almost a month ago on 4/11/21 and when I took it to a mechanic to look at it he showed me that it was completely rusted on the bottom to the point where bolts looked like they could break off at any moment. I took the car back and was given a rental to drive while a new car is getting transferred on 4/20/21. The problem is that I have yet to hear any updates about when the transferred car will be ready and the registration for the rental has expired twice since I have been given it. When I was first given the rental I was told that someone would be in contact with me about updating it if necessary after 5 days. Nobody ever contacted me, so I drove to the store and requested a manager in order to get the update. The second time I called my dealer directly and he told me to call the business office and they would give me an updated registration. I have been calling for the last WEEK and have just been able to FINALLY get someone on the phone today, 4/6/2021 and they cant seem to find my information about the updated registration. I have not had time to drive to the store as I work and am getting a Masters degree. I am completely sick of dealing with CarMax and at this point am strongly considering taking my money back and shopping elsewhere. This was my first time buying a vehicle and the experience has been horrible.

Rolando was an excellent sales person. He worked to make sure I was totally satisfied with my purchase, and when there was an issue, he quickly worked to ensure that it was resolved. Were it not for him I would not be driving my car today.

Rich took great care of me. Was always available via phone or text to answer my questions. Appraisal of my trade in was even higher than I expected. After hearing quite mixed reviews about CarMax, Rich made this a fantastic experience.

I am thrilled with CarMax! I sold my 2006 Honda CRV today. I received a very fair price. They were polite, quick, and efficient. I left with a check. I was sad to see my car go. But, CarMax made it easy!

David Tillar did an outstanding job of listening to what we wanted, needed and could afford. We were able to try a number of cars that matched our search before narrowing that group down to one or two. Ultimately we found exactly what we were looking for. Thank you David.

The experience is well worth it.Great customer service!!!!

I was sold a Jeep Cherokee the was label a V6 3.2L on the window sticker and on the Carmax website. I test drove it and was very pleased at the way it drove, the way it looked and the price. After purchasing the vehicle, i brought it home and a day or so later found out it was actually a 4 cyl. 2.4L engine. Carmax didnt want to take ANY responsibility for their mistake. I asked for a V6 3.2L at the price i paid or be reimbursed the difference of a 4 compared to a 6. They refused and again took ZERO resposibility for THEIR mistake. Not to mention that a Carmax Service member was suppose to contact me within 2-3 business days to give me a spare tire which my vehicle did not come with. it has now been over 3 weeks and havent heard a word. Be careful with Carmax in Richmond VA. I would not recommend them to buy a vehicle from

Everything was perfect A-Z! I love my new car !

I went on line and got a offer to buy my car, the process was quick stright forward and simple, the offer was for 14800$ .I made a appointment and cleaned up my car and went to carmax, after waiting for 20 min somebody finally helped me . and 30 min later they brought me their offer 1300$ I was visably upset and the gentleman said he would take it back and see why it was so much lower, 5 min later he came back with the full offer which i agreed to. the next day i went online to see if they had listed my car, they had for 22999$ quite the mark up and yet they had tried to low ball me by 1800$.I know its a business but I was kind of disappointed in their greed .I know whoever buys this car is getting a good solid used car but I think the greed has turned me off from doing any futrue deals with them. buyer beware !

Valencia, I believe that was her name, was absolutely wonderful! So was the gal who checked me in originally, it was such a seamless process. My family has only gone to Carmax to buy our cars, but this was the first time I sold a car with yall and Id do it all again and again! so great, much appreciated!!!

Friendly associates, clean store, and quick service, even if you walk in without an appointment. I bought my car here a few years ago, and prior to that another family member bought their car here as well. Would definitely start here for my next car search.

David Staples was very personable and made me feel comfortable. He never used a sales tactic towards me or push any other information on me. Thank you!

After a big debacle with the 1st car I purchased, my sales rep - Kenny Pinkard, turned the whole turn-in situation into a delightful experience. I purchased another car with his help.Lucky You CarMax ... You are lucky to have him as a devoted employee! Lucky me to have had his support and direct line/cell number, which he answers immediately and finds a solution in a timely manner, with a smile on his face. Always. I am so appreciative!So Thank-YOU Kenny !!!!! Keep up the over-the-top work. It has not gone unnoticed ~APC

I was amazed have fast my car was appraised and how quick they gave me a check for the car and the price was more than expected, thanks carmax

Such a nice experience! The staff were friendly and fit me in late in the day on a Sunday. Antonio was such a helpful salesperson. Highly recommend!

This is my third vehicle with Mr. Tillar and he is amazing! I have never had an issue with him or any of the staff. Any small issue that did he arise or concern me he corrected immediately with a smile.

Have bought and sold a few cars over the years at the West Broad location. Last week we dealt with Alexis Garbutt and she was terrific! We had a nice car we were reacy to let go, and she made the entire sales process simple and fast. A special thanks to all the folks who were involved in the process!

I hope I never have to go anywhere else to buy a car again. The staff here is beyond friendly and helpful. Pricing is clear as day. Everything is transparent and just makes sense. Low stress. Fun. It made me excited to actually go home with a new ride, knowing I got what I expected. Sometimes its the little things... And sometimes its making the big things feel like little things.

Pretty disappointing experience. I had done the online offer and brought my car in to sell. After waiting for quite a while, without much update on why it was taking so long, they come back with an offer 3k less than online due to a sound they supposedly heard that might be an issue later on (direct quote). The car was recently looked at with no issues, so I was skeptical. Next day I brought it to the dealer and I asked point blank if they noticed any sounds or issues. They said everything was in top shape and offered me above what this Carmax location did, so I sold to the dealer. I just dont understand why Carmax will give a certain $ on their website if their local teams wont hold up the offer, especially since my car was clearly in proper condition. The staff was polite enough so the rating isnt really against them, just seems like a really screwy system and a waste of time.

Second car my family has bought from CarMax.. Both times great experiences and from what I know about cars pretty good deals

Love my new car! I worked with David for about a week and I couldn’t be happier with my experience! He worked with me on scheduled and unscheduled visits to test drive and look at my options. He also made phenomenal suggestions based on what I was looking for and needed. Awesome work, highly recommend visiting David at Carmax on broad!

I was very happy with CarMax. I did however get misquoted on the price, and I feel as though that should have been compensated somehow. I also did not like how the office manager spoke to my sales rep. She was very curt, and rude. This was all for the customers to hear. She did it again when we came back to refinance, as we found a lower rate elsewhere.

Professional, efficient and far above what I expected. Carmax offered exactly what my vehicle was valued at when I looked it up, actually a little bit more. Everyone I dealt with was professional and polite. I was not looking for another vehicle that day but did look at their inventory. I’ll return once I’m ready to purchase.

Beautiful service, yet to buy, salesman was helpful, going to back there to get my favorite Audi Q5

My experience at CarMax was excellent. The situation i had was handled within seconds of me coming in. I was very pleased.

David Tillar is amazing. We met him last year and looked for a car then, but then the pandemic hit and everything changed for us. When we came back around and were ready for a new car we knew we would reach out to him. He really works to find the car that is the right fit not just the first car available. Super pleased with the whole process. So easy.

It was excellent experience I every had and it was hassle free. Quick service. I got the vehicle I wanted. Very happy with my choice.

CarMax is always a pleasant experience! Quick, easy...inspection, oil change or loan approval on line!

The car I bought came from a CarMax location in Florida. It arrived earlier than expected. The pricing of the new car was fair, and the process to get an offer on my trade in was easier than expected. I wanted to avoid a trip to the dealership due to Covid, so this sales process was new to me. You need to be able to take specific pictures of your trade in and upload them to CarMax. It was actually fairly easy. The whole process took me less than an hour. Once I accepted the trade in offer, we scheduled the delivery. I was amazed. Two very nice young people arrived with the car and a “mobile office” in a van. While I was signing the papers, a rollback truck arrived to take away the trade in. All done at my home. Brilliant.

I’ve bought from carmax several times and this time was the worst. I sold them my truck and picked out a new one. They bought my truck for $10,600, $2850 more than what I owed to my bank. They cut me a check for $2195 and said the extra paid to my bank (estimated payoff, which was grossly high) would be dropped into my account. Instead they only paid off exactly what I owed and kept the $600+ and put it towards the principle of my new loan. After calling the store 12-15 times with nobody answering I physically went there and they couldn’t give me any answers besides anything owed over $250 had to be put towards new car which was never explained. After calling customer relations and them telling me the store should have just cut me a check for the extra amount I get an email saying by law they had to do it that way… if I would have just sold my truck and NOT have bought a new car they would have cut me a check for all of it… bad business practice for sure and I’ll never make that mistake again or recommend doing business there.

Fast service and kind folks! Thanks!

Very easy process selling my car. I had no prior knowledge of Carmax’s process, but the staff walked me through it. The whole experience only took about an hour and they paid what was quoted online.

This was the worst experience I have ever had with any dealer for a car.I went in to help my mom buy a car that would work for her due to having to have a scooter now. We did all the paperwork, gave them all the bank info they needed, spent almost 6 hours in the building going over paperwork and told it all passed but it had to be sent to the lender who had to look over it, this was on a Sunday.So I call back on Monday to see if there was an update, told the person was in a meeting and they would call me back this was at 11am on Monday morning, by 6:30pm on Monday when I hadnt heard anything I called them up again was given a sales manager who was rude and hung up on me without an answer. When I called back after waiting 15 mins to see if they would call back I was told the car I was looking at was sold. Also the hold was removed from the car without reason as to why.On Tuesday I called and wanted to speak to a manager and got customer relations and they said they would look into the matter and get back to me in 24 hours which they did not. Which brought me to today. I called at 11am to see if there was an update to my case and was told there was not and that they were waiting on more information, I then went back to the dealership where I was told they had put me on a blacklist and wouldnt do business with me and would have to call the customer relations people who would be able to tell me why. I called customer relations yet again and was told they would again call me back. Again they did not. I call them up at 5:30pm and was then put on a 20 min hold and was told that all they could tell me is they reserve the right to not do business with me and that they are standing by that decision. I will never be doing business with CarMax again and I will never allow my friends or family to do business with them ever again. I was treated better at a real dealership than this place. I cant even call this a dealership, its a pit of lies, deceit, and unknowledgeable staff. This is the first time I am writing a review but that is literally how bad the service here was and how badly I was treated.

Have purchased many vehicles here and they always go above and beyond to make you happy

Great Sales Staff. Had the whole finance part of the operation streamlined and easy for the client. I found several faults with the car which they speedily and quickly had addressed. Delivered the car to my home. The only downside was the delivery team wasnt able to print the contract, I never received the vehicles version of a Carfax, and the web tasks were a bit convoluted and required a bit of time and patience to navigate.

From start to finish my experience at Carmax was excellent! All of my questions were answered for me, even before I asked them. Every waiting time I was given during the process was accurate, and I knew exactly what to expect and what was happening every step of the way. The process was so smooth and painless, and made selling my car so quick and easy.

Great experience. They were professional and helpful. It was an easy transaction!

I made an appointment for an appraisal on my vehicle the same day, and accidentally showed up an hour earlier, and was immediately taken care of without any inconvenience! I worked with Ozzy and he was absolutely wonderful! Took his time explaining the entire process to me, and was very knowledgeable. I did not feel pressured at all, looking forward to working with Carmax in the future!

Carmax!I became very sad as I realized Carmax no longer offers The Show Room Floor! Ihave been a Client since Tony Lamb helped me back in 2006!My FIRST 2003 Toyota SR5 Sequoia!Carmax repair area from Arron, Micky and Casey! Great Guys & Honest. Yes! My truck is still Owning the Road.My Quoia is nearing 18 years with under 101,000 miles! Carmax in Glen Allen sets a great experience.I may purchase a second Vehicle before i too relocate

Carmax is just not what I thought it would be. It is supposedly an easy cat buying experience and my experience was not easy in any way shape or form. I do really enjoy the car I bought though.

The year is 2019 on a cold day in December. I am on the way to purchase a fancy new vehicle from Car Max on West Broad Street. Im excited because I know I was already approved. A 2010 Jeep Wrangler. We are excited and thankful that CARMAX was being so helpful & being a great asset to our car buying experience. Ive purchased a car from CARMAX & loved my experience the first time so I was eager to make another purchase. We get down to business & start the paperwork. Were approved! Were both excited & maybe too excited. Now for the juicy part, WOULD YOU LIKE TO PURCHASE MAX CARE? I was not sure what this was so I dug into it with some simple questions and concerns. I like to think Im not a dummy which will come into play later. What is MAX CARE? Its an extended warranty for your vehicle. Simple right? Well, this was as complicated as dealing with Comcast. The Jeep has 78k miles & the MAX CARE covers 100k miles or 4 years whichever comes first. Hmmm, I think this sounds like a good deal so I ask So you are saying its 177,000 miles or 4 years? I am told with CONFIDENCE YES. I think, wow that is a great deal. I will do it and again I ask because I am a very skeptical person & Im told Its whatever comes first, 100,000 from the Odometer or 4 years.Boom, Deal, Done. Fast Forward to Oct 2020. The year of Sir Covid. The car is acting funny so I think I shall cash in on my warranty and get it fixed. #4is misfiring & nothing would fix it. Nothing would fix it besides MAX CARE I whispered as I was wiping the sweat from my brow. I call MAX CARE & explain whats going on. Well, heres the issue. I NEED A NEW ENGINE!! I gasp at the shock and my jaw bounced off the floor in sheer distresS & regret. I cry out to the MAX CARE gods & get the process started. I have the power like Im holding up a sword but its my phone with bad reception. The agent asks me How many miles are on the vehicle? I say 110,000K & at the moment Mike Tyson smacks me in the mouth like I had a plan & the agent says We are SORRY, your warranty has expired....... I grab some Qtips and ask What? She says, YOUR WARRANTY HAS EXPIRED..... I then realize what has happened. I was lied to about the warranty that I have been paying on & lets not forget that the car is at this point only been in my possession for 10 months. I call CarMax and after running laps with the company on the phone I finally get some answers & its the mechanic at the shop. He says We would love to look at it for you but unfortunately it is not covered because your warrant is expired. I would get this answer about 15 more times from everyone at the company. Weeks later after calling EVERYONE I CAN I get a call back from the mechanic who tell me they are willing to give me a special rate to fix the car. What is that rate $5400........FIFTYFOURHUNDREDDOLLARS..... Its the YEAR OF THE COVID and CARMAX tells me they will give me a deal.. Uhhhh, I do not have $5400 to drop on a car which I just got 10 months ago and I also owe a loan on and I also am not rich. Most of us know that Covid had wrecked most of our wallets. Carmax still making bank like they are using cheat codes in GTA. I then get further into the situation and contact a lawyer. NOTHING HAPPENS FROM IT BECAUSE CAR MAX HAS NO HEART.. they have blue in their logo because they are as cold as ice. They tell my lawyer that I KNOW WHAT I SIGNED & my lawyer says the contract is so vague it would hold up in court & Carmax knows that. I search for more answers & ask for a cheaper cost after finally caving into the pressure & stress of dealing with this while working two jobs and dealing with COVID. The answer is No, we would be willing to have it towed for you at no cost... Oh, wow, thats so nice of you. How thoughtful. I paid for a 20k mile warranty. I contact some important people and finally I get something. I am told itll be handled. Another week later, NOTHING.I break & find someone to fix my car. They paid $20 for my towing fee, thats nice dear.. I dont have the money to fix my Jeep so Thanks CARMAX :)

I was assisted by Luke in the Billing Department. He was extremely professional and courteous. My actual appraisal didnt take nearly as long as expected. I spent more time on hold with my bank than it did for them to assess my appraisal!

The customer service we received was great. There was no pressure and Shawn was so flexible with our schedule. Our car was transferred in just a few days. I appreciate their return policy, guarantee and warranty. We will go back again.

Great experience. Although there were a lot of customers, I was greeted and treated with the utmost respect. My wait time was acceptable and I left with a smile on my face.

Kenny Pinkard is a great.guy to do business with. Love his energy and knowledge!

Everything went so smoothly. I highly recommend Car Max. Even after purchasing I ran into a issue with the car and the mechanics were all eager to help

I was very pleased, and honestly surprised, that the best online offer for my car came from carmax. I expected to be disappointed when I arrived, but instead, after a quick ( half-hour ) inspection and test drive, some paperwork, I soon left with check for full amount. Happy to recommend to friends and family. Offer came originally from edmunds website.

The fact that it took 4hrs just to sell my car is not acceptable. I came Monday to get an appraisal of the car I was told I had a negative equity that I had to pay of 840.31 cents. Carmax told me I have 7 days before my offer expires I went back in 6 days to sell the car. 6/21/2021 I went back no need for an appraisal because it was already done I waited for 3hrs. Then when I get seen I was told I had a negative equity to pay of 2800? I asked why is it so high no one can give an explanation. I had to then get on the phone with the lean holder and she had to explain to me that all I have to do is cancell my extended warranty. My negative equity then went back to $840.31 and I had to explain it to the carmax staff then a staff member comes to me and says it is going to be $983 I asked why. It was not explained properly i only had to sign about 3 papers and i was finish and it took 4hrs, WoW! moral to the story Carmax gave misinformation nothing was explained right and my payoff kept going up and up and up 3 different quotes. No one checked on me I had to always go to them to find out whats going on and call for myself for information. I will not be recommending carmax I sold a doge challenger it was orange Staff Dave and Daniel need more training

I had a very pleasant experience at the West Broad location. Every employee I came across aknowledged me and were very polite. The transaction went smoothly, so I was in and out in about an hour. Great staff all around!!

Super efficient. Sold my car for a fair price without any trouble or drama.Strongly recommend.

No pressure sales. The representative will go above and beyond to locate just the right car you are looking for at thousands less than the original manufacture dealers are offering the same vehicle. Lynn is extremely knowledgeable and has been outstanding to work with.Car Max has a nationwide inventory and in most cases will even ship the vehicle free for your inspection. What other dealership offers this level of customer service.

Online quote to purchase our vehicle was quick and easy. Carmax honored it after the test drive/review. The staff was very friendly and helpful.

Friendly staff, quick and easy transaction!

Sales lady searched until we found what liked. I love my new car

Great googly moogly Peter Lewis is the man. My car was totaled in an accident, and the stress that comes with replacing your car is not fun at all. However, peter made the process as painless as possible. I don think anyone could have done a better job really. He was quick, efficient, and very personable/friendly. Despite how fast the entire process was, I never felt rushed. He explained everything well, walked me through the process, and never tired to push anything on me if there was something I was not interested in. Only downside is he is a UVA grad ;P (GO HOKIES!). If you go to this carmax, ask for Peter Lewis!

Had to pay for a car to be transferred up front that took 3 weeks to arrive, but thats not it. I was also trading in my car so I had to get my car appraised or they couldnt hold the vehicle or process the car transfer. So I got the car appraised as I had to and I got an offer for $5000. Now Im just waiting on the car to arrive to the store which takes 3 weeks as previously mentioned. However, appraisals are only good for I believe a week. I had already paid $1500 for a transfer and my car was appraised at $5000. They then tell me I have to get it appraised again since technically I havent purchased the car. Did I mention the transfer fee is non-refundable. Now the car finally arrives and they appraise it again and its now $4000. Did I mention that I left my car on the car max lot the entire 3 weeks so it was not driven or damaged after the original appraisal. Throughout I also had to keep explaining myself to 50 different people because I wasnt working with one particular person. I received a lot of misinformation over the course of the car purchase. That the car had arrived, that it hasnt arrived, its just waiting to be inspected, or theyre just waiting on the title.

Great experience. We got a good price for our trade-in and found a car we love.

Recommend West Richmond location Dave Reusch who was very helpful. Fast service with the car i knew i wanted and very easy to work with. Explains the process step by step even if this is the 2nd vehicle I purchased from him. Thanks Dave!!!

The customer service rep on the phone was rude to me, so I went to the store and got her on the phone there. She was surprised, but my issue still wasnt resolved.