I traded in my 12yr old Chrysler 300C and brought a beautiful 2017 Audi Q7 Quattro with very low miles. I fell in love with it as soon as I drove it. What a difference in the ride! Ben was our sales person and he was very kind as were the other staff members as well. This is the 4th vehicle I've bought from CarMax and I've never had any problems. read more

I wish I'd had the presence of mind to consult Yelp and especially Golly G's review before buying from Carmax. Unfortunately, I had to find a car, apartment and get married all in a week's time and so I wasn't at my wisest when I visited this store. I must confess that the "No-Haggle Prices" and guarantees and all the other reassuring messages they plaster on their cars and on the walls and everywhere else really had me going when I made my purchase. I felt reassured, but in retrospect I should have known better. Well, you live and learn and you spread the word so that others can avoid the same mistakes. My primary concerns with this place are two-fold: 1) In the aftermath of my purchase when I went to refinance my loan with a credit union, I discovered that the CU was indicating the value of the car at $3,000 below that no haggle price Carmax had me on the hook for; 2) Within a month of me owning the car I began to have difficulties with the steering, the car began lurching and I had a tire blow out. Now with the latter, Carmax really work hard to convince you that every car has passed through a rigorous inspection. However, my thoughts were that if such an inspection had taken place, I wouldn't have so many issues arise in such a short period of time. I took the car in because it was thankfully within their short window of warranty (because after that, if you haven't bought their overpriced care system, you're up you know what creek) and essentially asked for my money back and a termination of my contract. My belief was that they had used deceitful sales practices with all their assurances on the vehicle's status and plus I was ticked about overpaying. Obviously, Carmax wasn't going to lose a sale so they refused. The only reason why I can even give a second star is because they did at least fix my car, although I noticed rather belatedly that they swiped my car jack and tire gauge from the vehicle. So wait, you know what, this place gets a one. read more

F'n false advertisement asshole!!!! After sitting here for over 5hours, right before we sign the papers, we asked to fix the navigation that wasn't working. They make us wait another 45 minutes to tell us that the navigation that was listed as the included amenity isn't actually on it. WHAT THE F*** ARE YOU TALKING ABOUT??? Not being able to have a satellite radio was one thing but now you are telling me you listed the car features falsely and was gonna make me come back to "fix" the navigation at later date AND only "find out" that the nab wasn't even in the car when we asked to fix it before we sign????F*** YOU!!!! What the hell kind of shady scamming business are you doing here? NEVER AGAIN, CARMAX. You've lost all my trust and confidence I'm your sleepy company and I will tell EVERYONE about this!!!!! FIX IT NOW!! Not FIVE days later!!! Update- False advertisement. The three things I specifically asked for from the get go were: NAVIGATION, leather seats, and efficient gas mileage. Found the car, according to the posted and published (internet) info and we spent over 4 hours by the time we were ready for the papers. Just to make sure that they fixed the navigation I noticed that wasn't working at the time of the test drive BEFORE I sign, they left us waiting for over half an hour then came back to tell me that the nav wasn't installed in the vehicle. They did not even try to fix their error until hubby demanded it and asked to speak to the corporate visitor who happened to be there. The worst part is they were gonna make me make an app and come back to "fix" it at a later date. Then they tried to offer Tom-Tom! ARE YOU SERIOUS?? Cannot believe their lack of urgency...SMH... Hubby had to tell the sales "MANAGER" to stop telling us what they're not willing to do but start telling us what they're going to do to fix it since it was an error (a big one) on their part putting false info on the sticker. Before this, they were going to sell the same car for less $$ or have us come back 5 days later to see if they could even do it. They admitted they weren't even sure if the car was compatible for the nav installation??? Hubby had to tell them to take the car to the Mercedes now to find out and get it fixed NOW. Only after mentioning that he's willing to speak to the big honcho who's visiting today if the "policy" they keep mentioning is hindering them from fixing their error. Not long after that, we saw "my" car drive off to the MB dealership. They were just gong to change the sticker and sell it to someone else or stick it to us with less $. That wasn't even the point at this time. After 6 hours of this INCREDIBLY UNPLEASANT experience, we finally got it fixed (the MB dealership had it in stock and took care of it right then) and I got my car. Why did it have to take THREE HOURS to take ownership of their error and get it fixed NOW? I don't know but they definitely can't say "haggle free" car buying experience. If it wasn't for my husband's superior sales & service expertise, they wouldn't have thought of doing what's right. At one point the sales manager told him that it could possibly cost them up to $15k to fix the issue and THEY WEREN'T WILLING TO DO THAT because it costs too much. NEVER AGAIN. read more

Buying a car? Don't go anywhere else. Robert was our guy. Low key, no pressure, friendly, available. We got an outstanding trade-in for our old car, and drove out of there in a new one at a really good price. I mean, really good. When we were ready to buy it, the whole process only took about 2 hours - all the paperwork was handled right there by super friendly folks. Here is a tip - if this location doesn't have the car you want, look for it on the national web site. Depending on where you find your dream vehicle, it might only be an extra $100 to have it transferred to the lot nearest you. That's what we did. And it only took a couple of days to get it delivered. If we had not been satisfied with it once it was here, we would only be out the delivery fee. But we knew it would be good - they won't sell you a car that hasn't been inspected, no frame damage ever not even repaired, and they are thorough. They washed it and gassed it up, and here we are ... ready to roll. read more

Here's the condensed version: VERY helpful and responsive when selling you a car. Will answer all your questions and be extremely helpful. BUT when it comes time to service the vehicle or make a repair (even when within a week of purchase as is the case with me) you should be prepared for the runaround, to be delayed and told to go elsewhere. I've been told I would get a call from the service department on three different occasions and have received exactly zero calls. Please message me for more info but unless you don't care about car service or repair I would avoid CarMax like the plague. My experience has led to my father and two friends purchasing cars elsewhere. Please don't hesitate to reach out! read more

I received amazing, amazing customer service here. I picked out a car from the online listings and called the store to have it transferred down from Colorado. The salesperson Carl was very helpful and I never felt pressured or rushed by him at any time. He ran a financing estimate for me over the phone, but advised me not to bring a certified check for the down payment until I had already test-driven the vehicle. In fact, I felt like he was making sure I didn't jump the gun on my choice. He reminded me a few times "Make sure you like it first before you decide on anything." I felt like he was just there to assist me in finding what I was looking for, rather than trying to guide or direct me towards a choice he wanted, like the normal sales-hustle you get at dealerships. The car transfer was very quick, about 3 or 4 days, and I was able to test drive nearly the same day it arrived. The car was exactly as described in the online profile, it had all of the features such as the cold weather add-ons installed. It was in fantastic shape for a 2010 model. We drove it around my neighborhood for about 30-40 minutes and as we did Carl very matter-of-factly explained various things about the make and model. He wasn't just going over the pros, he also went over the cons. He reminded me it didn't have the great gas mileage my previous car had and would cost me a lot more in gas money. He brought up similar considerations for me to think over as we drove it around. I felt very confident about my purchase by the time we signed the papers. We reviewed the car's history, the car's specs and features, and went over financing options. Although the process did take a while, Carl and the other employees were extremely prompt and were doing everything they could to speed up the process, such as get the car through the service department for an inspection and wash before I drove it off the lot while we reviewed the paperwork. We spent almost no time sitting and waiting on anyone. At most, we were left unattended maybe 5 minutes tops. They were also patient with me when I asked questions about the contracts. I hesitated over the mediation agreement, but they allowed me to read through it line by line and didn't try to "convince" me to sign it or whitewash the meaning of it as I reviewed it in-depth. They were extremely respectful of any reservations I had and didn't attempt the intelligence-insulting B.S. routines many, many salespersons will try on customers during the contract-signing portion. This was one of the best buying experiences I've ever had, anywhere. This is how customer service should be! read more

At first it seemed great. Easy sales process and easy to get financing. You just need to have the car really checked out by a 3rd party. I have had nothing but mechanical issues with the Audi I bought from here. Plus, I recently had the tires rotated and then the car was shaking like crazy. At first I thought my Audi dealer did the rotation wrong. I took it to a independent tire shop and the truth came out! When it was at Carmax apparently someone was trying to "drift" the car and torn up the back tires. This created 2 flat spots on the rear tires and when rotated to the front it created a severe vibration in the steering. I had to have the tires unrotated to fix it. Just make sure you get any car you buy here checked out by an independent mechanic. They definitely did not fully disclose all the things wrong with the car. Of course, Carmax will not take responsibility for this and that is just further evidence to the saying of "buyer beware". Take your chances. read more

Been sitting in Carmax for two hours, two hours!! We came in with a cashiers check still don't have our car. Do not do business with these people don't let them blame it on Covid. Sales representatives do not do their jobs! we've done everything I sure hope they don't earn commissions. Car buying way it should be, my ass! read more

So here's my story, I was looking at keeps And found one in Utah that I liked. I paid the money to have it shipped to Albuquerque, nice man on the phone said it would take two or three days to process it in Utah, 10 days later I got notification that it finally Got put on a truck and headed my way. I called the local Albuquerque store after I got notification that it had arrived, they said someone came in and purchased it before I had a chance to test drive or to complete my purch ase that I had already started. Did they refund me the shipping price no, did they offer to find another vehicle no, did Albuquerque apologize to me for selling the vehicle I was in the middle of purchasing and had technically put a down payment on, though they did not. In review, I put money down on a vehicle and they sold it out from under me and did not refund me my down payment, would I use the store again? If they want a cheap people out of $432 and not even apologize, that's your choice but I would prefer not to. read more

I've used CarMax several time to buy and sell. We took my sons 4Runner to get a quote and look at new trucks. Made and appt on Saturday at 10. We arrived on time and it went downhill from there: A. The lady that greeted us was busy chatting and seemed put out we were there. B. She said we were "too early" and the assigned salesman had called in sick. C. Said "I guess we are stuck with each other" D. Told us that since the vehicle was appraised 6 days earlier in El Paso, we had to wait a week. E. We said we wanted to look at some trucks and she said to come find her if we were serious about anything F. They deserved an F grade so we left. Won't go back. I know that carmax is usually 10% lower that market, but I like the no haggle and thought we might find sometime. Not going back! read more

Broke my windshield first appointment then made me come back days later just to make me wait almost 2 hours for a rapid curbside pickup. The car was not even cleaner properly and was still dirty. read more

Slow , slow slow. Severely understaffed. Waiting an hour to simply look at a car And we had an appointment.

We paid to have a car delivered to our house. They refused to deliver it. We asked them to drop it off once it got to town. They refused. We fought them repeatedly to get a 24 hr test drive... finally they relented. We made an appointment and showed up on time... and NOW we have been sitting here for an hour waiting with no real assistance or interaction while the others employees mill around inside, doing not much of anything. I suggest you don't waste your time with this outfit. read more

I went a few times in fall 2017 and met three different sales reps. First, it may seem like there's this low-pressure vibe about carmax, but it's just under the surface: the sales reps are all trying to outsell each other. Knowledge of vehicles by the staff is also highly variable, with some sales people knowing little to nothing about certain brands. In other words, they can only be relied upon to escort you on a test drive. You'd better research everything else yourself. I had one good sales person that I should have pressed to have help me later on. I ended up ordering a transfer from another store after figuring out what I was looking for but I never got a call that day (the receiving store is supposed to call within an hour). I ended calling the next day and ended up stuck with a salesperson whose attitude I really didn't appreciate. The assumption seemed to be that I would buy the car since I had dropped $250 already: the salesperson did really no research about this model or its history (other than the simple stuff anyone can get from the carmax website). The receiving shop in Albuquerque clearly didn't make much of an effort to inspect the interior; there was pet hair on the back seat, gum between the seats, and a dirty steering wheel. All of this (and a strange transfer history between other stores) got me worrying about this car a bit. I explained this concern but it didn't seem to motivate the salesperson to get the care cleaned and more thoroughly inspected. In the meantime I found car (a trade in at another dealer) of the same model that had been better taken care of and for less. Unfortunately I had to eat the $250. So not the best first experience with Carmax and I'm unlikely to shop with them in the future. read more

I have never been at a car dealership with worse customer service or with a bunch of sales people this surly. I don't mind making an appointment for a car viewing and I certainly don't mind a business that is trying to be safe due to covid. However, having to wait an hour past our appointment, having everyone (and I mean everyone) inside the building be rude and unhelpful is ridiculous. At any given time there were at least 4 sales people on the floor, not on the phone with a customer, not in front of a customer...but they were still unavailable to help us out. If the dealership was short staffed, why not say that ahead of time or give me a call? It's almost as if Carmax doesn't want people buying their cars? Again, I've been in a LOT of dealerships before. How could this one be run so poorly? read more

Yup, prices are right there on the car. No haggle. Unfortunately, the prices are on cars that look clean, but inside are dirty and smelly. I wouldn't even sit in several of them. Clearly no real attention was paid to them other than cosmetic. Also, don't expect anyone to help you unless you have an appointment, as we were told on 2 different trips. read more

If you go here ask for Amy! I was in need of a new car and Amy was very kind, honest, helpful and an overall delight to work with. She made my car buying experience unlike any other I've had before, I was very relaxed and comfortable with her. I Definelty recommend Amy 100% to help you buy a car, even would recommend for a family and friend to go to her for a car! Thank you! I am so happy, so very grateful!!! read more

This is really sad. I sold my car to CarMax and the next day, realized I left all six of my CDs in the CD player. Yes, moldy oldie CDs that only held value to me. I called them and told them about my forgetfulness, thinking they would retrieve them from the player. Magically, all six CDs were "NOT IN THE CAR." That was the exact response. Called back a second time, got a different operator. I asked her to have them check the CD Player. She said it may take a while but moments later, I got a call back. "No. Sorry. They're not in the player." OK. I get it. They tell you to remove all personal belongings but SERIOUSLY? They could have said "we threw them out" or "our service guy, Jethro, has it bad for moldy oldies" but no such luck, nor honesty. Pathetic. UPDATE! I got a call today from Kelly. This is nine days after my faux pas. Kelly asked about my CDs and said she would do what she could to find them or she would see to it that it was made right, somehow. I thought "Wow! Depends on who you talk to." About an hour later, Kelly called me back to inform me they found my CDs. YAY! They are worth nothing to anybody but me, so it meant a lot! Thank you, Kelly. I still think CarMax is a great way to sell your car when you don't want the hassle of selling it yourself! Renewed my loyalty to them. Honesty means a lot. For the folks who are upset about what they got for their vehicle, sell it yourself! read more

From start to finish this was hands down the best car buying experience I have ever had. I worked with Michelle T. And she was seriously amazing. I felt that she truly cared about my needs in a vehicle and I did not feel any pressure at all. I actually had a vehicle shipped from a California store and when it arrived we went for a test drive and it didn't feel right. I ended up going with something A little more expensive but it is worth it! I really like how transparent CarMax is as far as how they recognition their vehicles. They tell you everything about the car and let you know about recalls and the carfax report! I feel like this time I did it right I got the car I truly wanted and the best service around... I will buy from Carmax again!!!! HUGE THANKS TO MICHELLE, YOUR AWESOME!!! read more

One other review mentioned how long it took to process the sale. Looking back on the experience, I don't think it took any longer than the usual car purchase at any dealer I bought a vehicle from. I just noticed an issue with my vehicle, exterior door handle coming off, and immediately called CarMax. The service guy was very professional and scheduled an appointment this afternoon (which fit MY work schedule). I really liked the experience and the service they gave me was great. Wish I had bought all my vehicles from CarMax. Getting the license plate took 3 weeks, this is the only fault I can assign to them. In the overall picture, it's a minor thing. read more

Overall and ultimately, a pretty good experience. Went in to buy a car with a good friend and was treated very well, they will leave you alone to browse the unlocked cars at your own speed but are readily available when you have questions. They cordially allow you to test drive your little heart out, no pressure. Eventually we (my friend) decided on a car. By his face I could see that he really was not "thrilled", the sales person had no problem starting some of the completed paperwork (computerwork) over again when we changed to the other car. (then I saw thrilled) The process went fine, not speedy but moved right along with proficiency and courtesy. We drove away with the new car after about 3 hours. I went back about 4 days later to buy the other car we had looked at because it was also a very good deal and my existing car had just under 200K miles on it. They offered me 300 for my still running and perfect car so I declined, with a chuckle. Sadly the car I wanted had a gash in the interior of the passenger door leather liner, they would not offer ANY solution or compensation so I could get it fixed. So I walked out. Seeing the disbelief in their face was interesting. 4 days later while looking at the Car Max in Santa Fe I saw the very same car on display. The sales person told me it "just came in". The price was the same but he said they had a custom interior shop that would get the gouge fixed for me and I'd never know it had been damaged. I bought the car. My second in 2 weeks. They prepped the car super fast and perfectly. The repair has been done and I can't find where it was. Lastly, the first car runs perfectly and the second has been in for very minor service (tire pressure sensor issue). It would not present itself just then so they could not address it. Even though it was well past the 30 day warranty I was charged nothing. Overall ... good sales and good service. I will go to Santa Fe to buy though (Abq for Service) because they seem a bit more "hungry" for sales and so have a desire to work with the customer a bit. I've used "That Car Place" for over 20 years and really miss Ladd but with this dealership I am feeling pretty good about spending 55K. I will be back and I will recommend them. Just do your homework and be ready to work through the process. It is MUCH better than the "standard" we all hate out there when buying a car. This place does not make it hurt. read more

We had a recent experience with the Car Max in Albuquerque. It was one of the worst customer experiences I've ever seen. My friend had an appointment and they completely ignored her, saying someone, who never showed up was ahead of her. Then, after an hour of waiting, we complained and they said the computer had cancelled her appointment. They kept saying we'd be done in a few more minutes. Another two hours passed with no service. We finally got the car, but the employees were rude and very unorganized. read more

This place is great! We bought my little sister a car here a couple of months ago and the entire sale was stress free. My sister's car is still running great 2 months later! She has a minor issue with her battery, took it back to their shop and they fixed it right away! Very professional and easy to work with. Shout-out to our salesman, AJ. Dude was very down to earth, friendly and not at all pushy. Answered all of our questions and gave us way better service than anywhere else we shopped. He made the buying process very easy and straightforward. I'll definitely be buying my next car from this place. You pay for what you get- quality, courteous, efficient and professional. read more

Their business model goes against the norm for car dealers. The fixed price was a challenge to accept at first but I warmed to it Kenny was the salesman I worked with and he wasn't pushy and was very helpful. The finance person was very nice and answered all my questions. While I knew I wanted the extended service plan, that was the only part I felt pushed into. I assume the salesman gets a good bonus for it. Overall, I was very happy with the service and the vehicle I purchased. I would recommend this carmax location to anyone looking for a used car read more

I understand we're all dealing with issues with Covid. However to make an appointment and wait for 40 minutes because "everyone is busy and someone will get to you ASAP" is totally disrespectful of a customers time. Get in the business or go out of business. read more

Best buying experience I have ever had. So transparent, shows you were the money you are putting down goes. Thank you so far CarMax. I will be picking up my Trailhawk soon. I hope you do not disappoint. Part 1, part 2 when I pick up the vehicle. read more

Morgan greeted us with a smile and super friendly energy! Even though I already knew what car I wanted, it needed to be shipped here. He was very helpful and offered me to check out the same car on their lot before requesting the transfer of the particular color I wanted from out of state. He was so very friendly and made the process smooth. Everything was explained and am confident in their customer service as well as products!!! read more

My daughter purchased her car there. The salesman was honest and friendly. Then a week later the battery died and they replaced it free of charge with no hassle. I don't know any used car dealers that would have done that. read more

They have huge varieties of cars and very good service. But they overprice, pretty much like just any other carmax, that's why I'd recommend you find some other dealership unless you absolutely love a car they have here. read more

The service is deplorable! The worst service ever and all associates are very rude! You can tell they don't work on commission because they could care less about customer service or whether they sold a car or not! Not giving them business even though we liked a car there. read more

Be ready to wait for somebody to take care of you.... Due to COVID we had to make an appointment and our appointment was at 6pm and they told us somebody will help us but hour later they still has no sales person who can help us. We got tired and ended up leaving. What's the point of making an appointment if you can not honor it. It's understable if they are running 15-20 min but even after an hour they told us they were not sure when can they help us. That's ridiculous. read more

Made an appointment and 45 minutes later still no help. Guy at the front desk was to busy with his phone to get someone who could help. He was really inconvenienced when he had to look up from his phone to help is. We went elsewhere and got great service. Google no haggle pricing and definitely shop around. Seems they get quite a few 1 star reviews. read more

My second time buying a car from CarMax and I have to say I dont think I will buy from anyone else again. Exceptional customer service, extremely friendly people. My credit is less than stellar and I was treated like a queen anyway. read more

Amy was lovely, car selection great, but they are absolute SHYSTERS when it comes to valuing vehicles. Came in with a 2015 Jeep Patriot, little over 100k miles, runs great, with just a single dent on the drivers door panel. The report they give told me that there were five places that needed repairs, BULL. Tried to give me $3000 for a perfectly good car so they could rack up the price and make a bunch of money off of it. Would NEVER come back. read more

This business is a total scam! DO NOT take your car here to get appraised. I took my BMW 435i in for appraisal, and they literally BROKE my intake engine pipe costing me $1,000 during this appraisal. I had no check engine lights on when I gave the keys to Carmax. They came back with an appraisal $7,000 less than every other co who appraised my car bc of a check engine light that magically appeared. We immediately took the car to BMW where they told me it looked like someone specifically broke my intake engine pipe. It was pulled apart in such a way it wouldn't happen on it's own. I filed a complaint with carmax and there was 0 resolution. They ADMITTED the check engine light came on when they had it in their hands but denied breaking it!!!!! Unbelievable. Their replies acting like they care are phony, they do not care. They take 0 responsibility and are nothing short of liars and criminals. We plan to sue in small claims court. read more

This place is the BEST. I can't tell you how good the buyer experience was. You just have to go there to experience it yourself. Excellent customer service excellent choice of cars and excellent people working there. I will get my next car there. read more

Do not expect a fair price if you sell/trade your car at Carmax. Sell it yourself or at least get bids from other local dealers. They gave my mother a $500 offer on her car and we sold it the next day after receiving multiple offers for $2,300 which was the good condition trade/sell to dealer price on KBB. Just to check, we took our own car (excellent condition, low miles, and loaded with every factory extra) in the next day and they low-balled the KBB trade in price by thousands with a slip from the "expert" who did the appraisal with all boxes checked "ok". There are only excellent, good, fair, and salvage conditions-what is the "ok" condition about, CarMax? (We purchased the vehicle there two years ago and still had the maintenance agreement which we promptly dropped.) I feel like they were taking advantage of my mother and certainly had no loyalty to a returning customer when we went in the next day. My purchases in the past were no pressure but not great prices-we wanted very specific vehicles with specific features and they ship from anywhere, although that cost is passed on to the buyer. Buyer-and Seller-Beware! This Carmax lost our family's business forever. read more

terrible time management and unprofessional attitudes, we waited an hour and a half after making a 4hour drive to get here before we were helped(yes we had an appointment) and the manager had a an unbelievably rude condescending tone to her voice when we nicely spoke to her, she needs to learn customer service skills, just one employee showed any amount of kindness and a professional work attitude thats why I put 2 stars instead of 1. read more

Super fast and easy getting my car! And Augustine was amazing to work with! Would definitely buy a car here again

Great experience. Easy, fast, helpful staff. Our car was shipped from a different location and arrived after 5 days. The car condition was as described. We used our 30 days warranty and came back for minor repairs. The service was efficient and quick, and we were given another 6 months warranty on the repairs. Wonderful service, a variety of options, and well-maintained facility. read more