Jay Stallingsa month agoFrom
We decided to attempt to purchase 2 cars at the same location. One had to be transferred.
- We made an appointment, drove an hour, then the car would not start. We made an appointment to come back in 2 days (they gave us a fuel credit), but they found that it was a fuse that needed replacing and they would have to order the part and "that might take a while". I later discovered that our car had spare fuses in a plastic box under the hood! Nine days later, the car was finally ready to test drive. The salesman did not seem to care that this was a big decision for us and that we waited every day for updates on the status.
- The transfer took 10 days, and even when the car arrived, the paperwork was in a stack and "we don't know if our employee in charge of this paperwork will get to your car in the stack of titles that came in." We were there to buy 2 cars! Can't the employee just look through the stack and pull ours out instead of making us make a second trip (we were already there for the test drive and purchase of car # 1).
- While driving car # 1 home, the sensors went off to tell us that the tire pressure was an issue. It had been inflated to 51 instead of the recommended 35!
- Besides these easily fixable issues (that they did not fix), the CarMax business model has a major flaw - the sales people don't know anything about the cars. If I were the CEO, I would hire someone to create video summaries of car features (based on YouTube videos, etc) so that the salespeople could watch a 2-5 minute summary and then show the purchaser how to use the simple features. The learning curve has been a bit frustrating on one of my cars. Yes, I did watch videos of my own, but there are still unanswered questions. A good video producer could make a 5-minute video to highlight the critical features.
Imelda Guillena month agoFrom
We went to this location to pick up our new vehicle and we were met with discrimination. Our Financial Institution had sent two checks to pay off the truck in order to not deal with CarMax financing. The sales person who attended us had called over his manager and both claimed "I have never seen a check like this." The manager had not introduced himself and demanded for us to log in and see our bank accounts from our own phones to see if the money had gone through. The money was not coming from our personal accounts which only made the situation worse. We denied after much back and forth as we did not feel comfortable showing our personal information to essentially complete strangers. When we denied, the manager called our Financial Institution and came back stating "everything is fine." To add insult to injury he gave us two sarcastic thumbs ups as if the situation was appropriate for it and left without anything resembling an apology. We were discriminated and when we expressed this to the sales-manager, he responded with "there's nothing I can do about how you feel." We were humiliated in front of every other customer. And after filing a complaint to Corporate, the woman who attended us was willing to give us our $200 back that we payed to transfer the car from Nevada to California and tried to downplay the issue as something we misunderstood. I cannot write down everything but with what I can, I'll say this: I was willing to buy 2 more vehicles from here for my kids but after everything, I will not be coming back again.
Erika Lopeza month agoFrom
For a place that has employees that make commission from a sale it was very shocking to feel as if these employees didn’t want to interact or assist a buying customer. Walked in a wasn’t greeted although multiple people were standing around and just staring back at each other, we approached one to ask where they had their trucks to look at and they directed us which way to go. Upon seeing one we liked we came back in and stood there waiting awkwardly for someone once again to acknowledge us and finally were approached and asked what we needed help with. Honestly felt discouraging to even be there. We ended up walking out. So many other options of places to car shop don’t think I’ll ever be back here. I think employees at this location need to be reminded that first impressions make a big impact.
