I bought a Toyota Tacoma from this dealership. Henry was a kind and knowledgeable sales person. Once at signing the representatives were patient and helpful. I had an issue with after market feature that was advertised as included in the sale. It wasn't on the truck on the day of purchase HOWEVER after speaking with the service department they provided an allowance for me to purchase that add on. This was a very good sales experience for me and it was needed after a less than optimal experience at a local dealership. I will return and I do recommend this particular CarMax location to my friends and family! read more

CarMax - 2017 Toyota Tacoma Limited. Well done to the sales and service department of CarMax Coolsprings/ Franklin. They went above and beyond. - Used Car Dealers Near Me - Franklin, Tennessee

Bought my first car here everything was seamless and Sermad was very helpful. Highly recommended this Carmax! read more

CarMax - Used Car Dealers Near Me - Franklin, Tennessee

Review is based on Service Department/Business Office interaction only... Recently brought my Ford Explorer to this location for a service issue. Booking the appointment was an easy process that I completed via phone with the Service Desk themselves. I ended up getting the date wrong, so showed up the day after my scheduled appointment and was still able to drop my vehicle off and get it checked out same day. This day they had an opening at 10:30 AM, but ended up getting back to me around 9:30 AM with an update. Unfortunately the update was that I needed to take it to Ford for additional diagnosis. Each time I spoke to a member of the staff at the Service Desk they were helpful and friendly. I am not a huge fan of the whole process of MaxCare, but that is not on this location. Overall, Service was stellar, Business Office was helpful (retrieved my keys from them after Service closed) and the location is excellent in Cool Springs. read more

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Neewar is BY FAR the guy to see at the Mallory Ln location. My sister and I have both bought vehicles through him and he is fantastic to work with. He does not come across as pushy or desperate like most experiences I've had in the past. A very down to earth guy. I will send anyone his way. Thanks Neewar! read more

Henry Beeler was our only contact at Carmax. He is terrific. Helpful, courteous and very low key. We had our "new car" quickly and we were very pleased with the entire experience. Carmax and Mr Beeler are first class and first rate. Should we ever need another car again, this is our first destination. read more

I recently had the most pleasant experience at CarMax! Thanks to Steve, he was the most helpful and knowledgeable salesman and helped me find such a great car. He made the whole process so easy and took all the stress out of it. Carmax & Steve are the best! read more

Ordered a car that showed one small scratch noted as the only damage to vehicle, paid shipping waited over a week for it arrive, when it got here I find side skirt damaged, one the wheels has a huge dent in the lip with sidewalk damage to tire, scratch on back bumper and front badge falling off with damage, rear view mirror has some kind of chemical splattered all over it that won't come off, brought it up to the manager expecting them to maybe cover the repairs or take some off cost some how compensate for the damage that was never noted, but no. It was all in the carmax standard, no sympathy no will to work with me at all. I didn't wait a week, pay for delivery then pay top dollar for a car that I immediately have to pay to fix. Not only was I gonna buy this car but also had a van and possibly a truck I was gonna order, I'd save your time and take your business somewhere else. read more

neewar- it felt like this guy wasn't trying to ruin me like most car salesman. a really good person all around and made the process quick and easy read more

The overall process of buying a car is very stressful. I had been to multiple other dealerships in the area and dealt with dishonest salesmen. When I went to Carmax I was already stressed to the max and had no hope. I didn't find a car on the lot but I had the pleasure of working with Nick. He was incredibly patient and helpful with me. After I left, he continued to search through carmax dealerships to find me a car. He sent me a link to the PERFECT car for me. That I am officially purchasing. I cannot thank him enough for helping me and dealing with my emotions being all over the place. 10/10 recommend Nick at this carmax. read more

Shout out to Toby and Jose, Fleet 18! Guys got me out of a jam, dropped what they were doing and helped me jump my car. 10 stars if I could

Going to Carmax was not like other dealers where a sales person overwhelms you with sales tactics. We were greeted and then allowed to peruse the cards on the lot and come back in to request a test drive. We were told we had 20 minutes to test drive but did not look at the time so we were called to say when will you be back you have gone over the time. I think they should have said you have 20 minutes if you stay within these parameters you will be able to drive different speeds and road conditions and be back in the time frame allowed. We did not buy a car that evening. We returned and did buy a car on the second visit. Matt our sales person was helpful and friendly. We financed through Carmax and the finance person explained everything showing us all the details of the loan. In the end we returned the car because we decided on purchasing a brand new car in our price range. Returning the car was very simple with a 100% refund. This surprised us! I would recommend Carmax of Cool Springs for a used car. read more

Don't ever buy a car here. I have had the worst luck and help here. I bought a car then two days later the transmission went out in a 2019 then to trade that in to get another one just for the radiator to go out. Then weeks go by a my coolant is dry every time I drive and they said no leak. Im so frustrated with them continuing to tell me the car is fine and in great shape. I'm paying a high bill for them to fuck me over. Debating getting a lawyers advice since it has been so horrible read more

My first purchase from CarMax. It was a pleasure. Great customer service all the way from top to bottom. They even had a higher standard than I did on getting the car exactly the way they wanted it. read more

So where do I begin... the experience started off great. Bryan our sales consultant was great. The deal was not a steal but there was no hassle and it was reasonable. He mentioned that if we have any issues with the car, Carmax will take care of it under either the limited CarMax warranty or the Love My Car Guarantee. There was never a discussion suggesting that aesthetic trim pieces are not included. Oops... Bryan you must have forgot about that part (Shame on me for not reading the pages and pages of fine print). Back to the vehicle - There were a couple of things that we noticed on the car and he agreed to fix them prior to delivery. We picked up the vehicle on Friday evening. Prior to signing the last bit of paperwork, we test drove the car in the the evening and didn't notice the gear shift trim plastic on the passenger side was damaged. So I called Bryan on Saturday morning (and texted). He mentioned he was going to forward it to his sales manager (Andrew) to review. To summarize, after numerous emails, texts and phone calls, Carmax has offered to only to "sell" me the trim part at their cost (~$270). They won't honor replacing the part under their "Love My Car" guarantee or the initial limited warranty. Functioning trim is not covered. Apparently, that's not how these guarantees or warranty works. The "Love My Car" guarantee does allow for the option to bring the car back under this guarantee within 30 days or 1500 miles in the condition it was in. The challenge is that I really do like my car. I've rather not bring it back. Unfortunately, what started as one of the best car buying experiences I've ever had turned into a poor car dealership experience. Ironically I was all set to recommend them to a friend of mine who is already shopping for a car. Perhaps, I was premature in my thought process. I also was planning on trading on our other car and again, Carmax lost that business. I guess it was worth it to save the $270. Moreover, I gave the CarMax team plenty of options to make this right and save a customer. As Andrew mentioned on the phone today, "they sell 10,000 cars a week at Carmax". I take that as they could care less about their customers.... This is all about volume. I highly suggest you think carefully about your next vehicle purchase. For the Carmax corporate folks, I would welcome the opportunity to share my experience in greater detail so that others can benefit from my disappointment. For transparency, if I hear from anybody else at Carmax regarding this transaction, I will update this review. Note: These opinions are mine and I have shared them based on my experience. Others have had a great experience there. Hopefully, you read all of the reviews to make a better informed decision. read more

Incredibly disappointing! I recently had a car shipped here and when it arrived I could not drive it because of a check engine light and multiple dash board lights. Why on Earth would any business ship a vehicle that already needed maintenance? It took them over a week to diagnose and another 10 days (ish) to complete the maintenance. Transfer fee was refunded and back to the drawing board for shopping. Second vehicle was shipped and it sat in the Nashville area for several days before I was notified it was ready for a test drive. When I arrive to look at the car it was horrendously dirty, not vacuumed, debris everywhere inside and musty odors inside the vehicle. C'mon man! What kind of business are these clowns running? I WILL NEVER USE CARMAX AGAIN. To top things off, the communication process for shipping the autos and updating the status of the vehicles was virtually non-existent. Truly an overall flop of an experience. Do yourself a favor and shop elsewhere. read more

Trade in was easy...when I came to buy the Jeep, I paid $99 to have it shipped in...I specifically asked (prior to shipping), "it did not smell like smoke or mildew". When it arrived- smelled like a back woods honky tonk. I was told , we will "detail it again"....wrote up paperwork and then I had to ask again...was then offered a "smoke bomb". "Just call And schedule it".... After three no returned calls, got lucky and a real operator picked up phone...was Told it will take three weeks. I'm leaving town next week and wont be back until February. I've purchased two other cars from other CarMax dealers. This one is a disgrace to the brand. Do NOT recommend. By the way, your operator is rude beyond rude. You're better off letting calls roll into a vm that is never returned than to let this guy deal with customers. The rating sticks- really don't care if you finally decide to respond now after this yelp review. read more

I went into Carmax to get a quote on my Cmax. I brought the car in. They took it for a drive. Gave me a quote quite quickly. The quote was reasonable. The only reason I did not sell my car to them, is that I lived far away, and needed a ride home. I received another quote from a dealer. It actually was identical to Carmax's quote. However, the dealer was closer to home, and I got a ride home. Their showroom is awesome. Clean. Well run. Would definitely recommend. read more

Latest update The year of the car doesn't match the sticker on the bottom of the inside driver door jam. Everything is a year older than showing on the sticker The prices are completely out of control they've actually raised them. if you would've came six months ago the same car that's now older is more money. If you drove their car off the lot got into an accident ask your insurance company how much they'll pay and it won't be what you just paid. The prices here are to HIGH. Carmax well then try to get you to buy gap insurance because they know you'll never get your money back if you got into an accident the next day so they'll try to rip you off even further with gap insurance. You can buy gap insurance through your own insurance company for cheaper. For the same monthly payments here you can go into a dealer and get a new car with dealer incentives for the same price as this place ... makes absolutely no sense don't buy here Here is the real deal not a fake great review. Carmax has ridiculous way of doing business it's only the ignorance of the public that keeps them going. Next problem is the prices and this nonsense gimmick no Haggle. Sure their philosophy is we pick the price we get the absolute top dollar and you pay top retail dollar. If you go into a department store and they tell you there's no sales would you buy the clothes probably not but here everybody seems to be willing. And they willl even take your trade in at wholesale value and make $ 5000 on your car. I know everybody does it but Carmax certainly seems to be charging top dollar for their cars some of their 2019 used vehicles cost more than a new 2020 on sale right now with rebates. Next their interest rates are insane you could go to Tony in Brooklyn and get a better deal. Whatever you do don't finance through carmax get your own financing at your local bank or go directly to the car dealers and get it there for a much lower rate typically only a couple of a percent with deals. Even if you have lousy credit you won't pay the interest rates they're charging here I'm not saying Carmax is a bad company they do seem to be pretty accommodating but that's only because they raking you over the coals taking every dime from you so they should be kissing your butt left and right. Which reminds me that ridiculous two hour wait they tell you about it they don't even have any free coffee make you pay for everything even for small snacks in the waiting room. This company clearly is all about extracting every dime from you and then some. I just can't stop laughing when anybody says no haggle price all that means is you dummy we're going to charge whatever we want you have to pay it. People need to get a lot smarter. read more

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Buyer Beware!! Please ensure you do your due diligence as this location seemed great but in the end really pulled a fast one. My experience was riddled with problems but my salesmen were great so I stuck it through. I had issues with car after car from a piece of crap stained car coming in, a death trap, then a car that was shattered by a "screwdriver dropped from the roof by a bird" and finally found what I thought was my dream car. It took a long time and the shipping money that was to be reimbursed took literally months finally they shadily paid me in cash. I had a car I loved so I just took it as an alls well that ends well. Until I found out from Infiniti that they fraudulently swapped out my car's two year old tires for 5-6 year old tires. I went in right after my 90 days was up and Infiniti told me they lied to me at Carmax because the tires were all down to a 3 tread. The car had 20k miles on it!!! I went to several other experts who said it was "physically impossible" that these were my car's tires and that they were swapped. That you couldn't get to this tread on those OG Bridgestones built for 65k miles in 20k. I thought CarMax would make good on it but instead they were RUDE and just kept word salad-ing me and talking in circles saying too bad all it had to be at to drive off the lot in compliance was a 4 tread and I'd now driven them to a 3. Except they ignored over and over that they couldn't have gotten to a 4 on 20k miles and that those weren't the original Infiniti tires. I had to replace the tires on my dime but what's worse is they put my safety in jeopardy. I thought I was on 2 year old healthy tires, have no spare and was about to drive 900 miles to relocate. I literally could have died and the man I spoke to was downright abusive. Bear in mind this was after a nightmare of two months buying I still thanked them, wrote a pleasant review and sent them gourmet cookies. This is how I was treated in the end--sold fraud tires and my life be damned they were gonna stand by that 4 compliance. The two men in service were AWFUL and should never ever ever speak to someone the way they did, talking over me while I was talking and then hung up on me. It's a shame abusive employees are not taken more Seriously or that endangering someone's life was a shoulder shrug to them. It was even investigated at the corporate level and they too shrugged after two weeks and said too bad they were a compliant 4 even if they weren't your tires???? Disgusting and despicable read more

CarMax - Not my tires - Used Car Dealers Near Me - Franklin, Tennessee

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Since moving to Nashville, every car I have bought, I have bought from Carmax. Every Car I have sold, I have sold TO Carmax. This may not be the wisest financial choice, but Carmax certainly makes all the steps very easy. This particular visit brought me to test drive (And ultimately purchase) a 2016 Honda Civic. I was able to reserve the exact car online to prevent the (probably unlikely) chance that someone buy it out from under me. I got a courtesy follow up from the agent at Carmax to confirm the appointment and ask me if I had any questions. I had a question about the Bluetooth on the vehicle and Steve was prompt in getting back with me with the information I needed. When it came time for the actual test drive there was only one hiccup in that Steve was not available for the 2PM appointment until 2:20 (even after texting me to make sure MY time was firm) but he was very apologetic about it. Several other reviewers have commented about how the Carmax Prices for new (or used) cars are too high and the trade in prices are too low. I truly can't speak to that and if you are expecting to buy for a certain value or are sure your vehicle is worth a certain amount then you probably do not want to shop here. I on the other hand enjoy the overall convenience of having it all done with a minimum of fuss. I plan to continue to shop at Carmax. read more

I hate buying cars. You always waste a full day and I never know if I got a good deal or not. And now you can't even find what you want because of the shortages. Not here. I love the no haggle. I love that I picked out what I wanted online and it got shipped in less than a week. I love that I got to test drive the first one for 24 hours to make really sure. That's right. We bought one car here a month ago for my husband and I just pulled away in a car for me today. Both 2021s and we waited less than a week to get exactly what we wanted. Now the best part. Zarrawan "Z" sold us both cars and he is AMAZING. Handled most through text because that's what I'm comfortable with, gave actual advice with no sales pressure, came in on his day off because that's what worked for me and had me out the door in less than an hour. Yup, less than an hour. Plus he is a cool guy to chat with. Now you really know why I bought two cars from Carmax. Go see Z. You won't regret it. read more

CarMax - My new ride- thanks Z! - Used Car Dealers Near Me - Franklin, Tennessee

Bought a car. No hassle, but when I got home I noticed all the tires were cracked and dry-rotted. I thought this is a safety hazard. I texted photos to the salesman, but he thought it was just "cosmetic". I took it to the service department. They had a guy look at it and told me it was fine. They did not seem to care. I went to Carmax to avoid the usual "sketchy" establishments, but I guess it's not any different. Oh well. read more

CarMax - Cracked tires - Used Car Dealers Near Me - Franklin, Tennessee

We bought a car from this Carmax location today and dealt with Z. He was fantastic. We were in and out with our new vehicle within 2 hours. I couldn't have asked for an easier and smother experience!! read more

We had an appointment for 8pm and they closed at 9pm...so we knew it was going to be a quick visit. We were coming from the upper west side, so we had about a 40 min drive to Cool Springs...which is fine because the in-laws (bless their hearts) were watching the kiddos...Alleluia!! As we entered the store we were greeted quickly and warmly and then brought to the back lot and told someone would be back to help us...with minivans...minivans...mini...vans. They opened up the sizzling hot one we were interested in and let us look over this beauty tip to tail...which was nice...I think. BUT, no one came back to see us again LOL! Which is fine, because 1. we weren't too impressed with this one after all and 2. looking at minivans are a hot sexy date activity and we found ourselves ogling each other while fake driving in the deserted back lot. Regardless of the attention (or lack thereof) we chalked it up as our fault for making such a late appointment...we should have known better. So...tip of the day...don't make a late appointment unless you want an unforgettable night under giant halogen lights...in a sexy hot Honda Odyssey minivan! read more

After a year of not driving much, I still love my car, and I have had good experiences with the service advisors. The mechanics, not so much, but still a fan of Carmax overall. read more

First off, let me say that, Brett, our sales representative was great. I would buy my next car from him. However, the gentleman who test drives the trade-ins is insulting. It seems trading in your car is a SCAM! I was trading in my 2015 Ford escape, which was in great condition. I was given a $6000 online offer. After driving my car, the "mechanic" or whatever he is told Brett that my transmission was bad. He wouldn't even make eye contact with me. He said there were issues "going up the hill." Perhaps he assumed because I was a woman I was an idiot. Brett asked him if he ran a sensor code on it and he said no. I was shocked. I have had zero issues with my car in the 9 years and it has been very well taken care of. My offer then came back at $3200. I was insulted. I still went through with the purchase of my new car because I had fallen in love with it. I just think it is insane that I bought a $43,000 car and they insult me with halving my offer. I then took my car to a mechanic who verified there was nothing wrong with the transmission. I then sold my car to Carvana for the $6000. They also verified with a sensor that there were no error codes. Not only am I insulted by Carmax's offer, I'm really ticked off that I was not able to save money on the tax by trading in. Again, it was great to buy a car from Brett, but a real joke trying to trade in. read more

For a car lot, carmax is as good as it gets. The sales guys were polite and not at all pushy. They offered to help or to let us browse on our own which put me at ease from the beginning. Our sales guy walked us over to his computer and pulled the inventory from his store and others. He said they would bring any car in we wanted for free and no obligation to buy. They also had a large selection of cars of all price ranges. I really like their "no haggle" pricing. What you see is what you get. If you are in the market for a car give them a shot! read more

CarMax - Gorgeous! - Used Car Dealers Near Me - Franklin, Tennessee

We had an appraisal of $4500 for our 2006 Mercedes which has 94000 miles on it. It had sat a year because of covid. We were told it would take 15 for a road test and to verify appraisal. It took over 45 minutes and then they offered us $1000 less because they claimed the transmission skips between first and second gear. We did not sell the car to them. Also, we both drove the car and looked at the RPM dial which is where they said they found the problem. There was no problem. We will have a mechanic check it tomorrow. read more

David G My experience with car max has been great. Both buying and receiving maintenance, wonderful service and very helpful. read more

I had a very bad experience with the sales process at Carmax Cool Springs last month. I will NEVER use this location again. I paid to have a car transferred down from another location to check out. The sales associate I dealt with was visibly upset when I told him I brought my own financing and would not be adding on an extended warranty. He was rude and pushy. The exact words he used was, "Just so you know once you drive out of here and your car blows up, that's on you...not us." Wow! He lied to me that the tires were in good shape only to find out they all four needed to be immediately replaced. I could go on and on about the sales department. I even got the email address to one of the sales managers and sent him an email. He never responded. I filled out a questionnaire and checked the box to have someone reach out to me. No one called. Their only saving grace was the lady who handled my paperwork and the service team who replaced my tires for me. Other than that, Carmax Cool Springs does not get my endorsement. Go elsewhere. read more

I just bought my 3rd vehicle from CarMax and this was the best experience by far! They say it takes a village, well my village was Fred, Desarae, Dan, Charlie, Shannon, and Rujeen and they were absolutely fabulous from start to finish! I shopped for about a month on their awesome app, where I could filter and search cars for hours. Once I found my dream car, I had her transferred in from North Carolina, and then happily drove her home! I love everything about her!! Thank you CarMax of Cool Springs! I appreciate everyone that helped me! read more

BOY OH BOY where do I start! I will never be buying a vehicle from this location and maybe just carmax in general ever again point blank! For starters I received a certified letter in the mail from carmax and santander who I financed through both of them stating that my vehicle has never been registered in the state of tennessee EVER! When I bought the vehicle carmax advised me they would cover my first registration and tag as most dealerships do so as you can see this is why Im upset Ive been driving my vehicle around for a WHOLE YEAR with no registration! Not only was I driving my vehicle around for a whole year with no valid registration carmax has NO CLUE WHERE MY TITLE IS! they sold me a vehicle with no title! santander does not even have my title! come to find out my vehicle was sold in an auction in sc to nc or the other way around and the title was never surrendered to the state of tn. So if we are looking at the reality of the situation Ive been driving my vehicle illegally and also dont really even own it and if I would have gotten into a accident santander/ my insurance company would not have covered anything! Not to mention I could have been SUED! Santander also told me I had 10 days to take care of this matter or they would have to take action and what they meant by that is that they would have had to back out of the deal meaning I would have had to to return the vehicle as if the loan never existed! So ive been paying on a vehicle and insurance that wasn't even mine! santander also told me bc of this issue they technically are not even the lien holder. I would honestly prefer they just buy it back bc at this point it has been nothing but a burden however they wont do that bc someone would also owe me money for what ive been paying. Your probably wondering what carmax has done for me? well other than giving me a temp tag and a registration for the time being till they can find the title nothing . they also went pointing fingers at williamson county saying williamson county did not kick it back to them that the registration was not valid. So in the end 3 parties dropped the ball one being carmax, two being santander, and 3 being williamson county! This has truly ruined the buying experience for me in general! dealerships can sell vehicles without titles but they have 30 days to get the title to where it needs to go they did not even do their part to check back in the 30 days to make sure each party got what they needed to get my vehicle registered and legal! so I would give the whole experience 0 stars if I could! read more

Buyer Beware!! Please ensure you do your due diligence as this location seemed great but in the end really pulled a fast one. My experience was riddled with problems but my salesmen were great so I stuck it through. I had issues with car after car from a piece of crap stained car coming in, a death trap, then a car that was shattered by a "screwdriver dropped from the roof by a bird" and finally found what I thought was my dream car. It took a long time and the shipping money that was to be reimbursed took literally months finally they shadily paid me in cash. I had a car I loved so I just took it as an alls well that ends well. Until I found out from Infiniti that they fraudulently swapped out my car's two year old tires for 5-6 year old tires. I went in right after my 90 days was up and Infiniti told me they lied to me at Carmax because the tires were all down to a 3 tread. The car had 20k miles on it!!! I went to several other experts who said it was "physically impossible" that these were my car's tires and that they were swapped. That you couldn't get to this tread on those OG Bridgestones built for 65k miles in 20k. I thought CarMax would make good on it but instead they were RUDE and just kept word salad-ing me and talking in circles saying too bad all it had to be at to drive off the lot in compliance was a 4 tread and I'd now driven them to a 3. Except they ignored over and over that they couldn't have gotten to a 4 on 20k miles and that those weren't the original Infiniti tires. I had to replace the tires on my dime but what's worse is they put my safety in jeopardy. I thought I was on 2 year old healthy tires, have no spare and was about to drive 900 miles to relocate. I literally could have died and the man I spoke to was downright abusive. Bear in mind this was after a nightmare of two months buying I still thanked them, wrote a pleasant review and sent them gourmet cookies. This is how I was treated in the end--sold fraud tires and my life be damned they were gonna stand by that 4 compliance. The two men in service were AWFUL and should never ever ever speak to someone the way they did, talking over me while I was talking and then hung up on me. It's a shame abusive employees are not taken more Seriously or that endangering someone's life was a shoulder shrug to them. It was even investigated at the corporate level and they too shrugged after two weeks and said too bad they were a compliant 4 even if they weren't your tires???? Disgusting and despicable read more

The only good thing about this dealership this the variety of vehicles and inspections they mandate on the vehicles. Husband and I tried to purchase a car Tuesday with Phil helping up. We both have good credit scores, but the best APR he/CarMax could give us is 10.5%... when I asked to speak with a financial consultant, he said that I could speak with him. But when questioning the APR, he said he had nothing to do with it. These folks work off commission and don't care about the outrageous interest of the customers -- they just care about making a sale. read more

Neewar B. in cool springs lied to us. He said they could fix the lumbar support, no problem. Now we find out it would void the warranty from KIA if they fix it. The tire has had an issue with the valve stem and they want us to replace all 4 tires. The tires have 5-10k miles left on them, and the issue isnt due to wear its the valve stem. STAY AWAY read more

Neewar B. in cool springs helped us out and showed us the ropes. It was a great experience. Brian helped us finalize the purchase. Thanks guys! read more

This is my husband and my 5th time in purchasing through CarMax. The three other times were in Schaumburg, IL. We've been fairly pleased with the outcomes. This last time, with my husband's purchase, it was painless. He found and purchased exactly what he wanted. I then went back 2 months later, and it was much the same, except the sales people, whom we had called ahead of time to set up test drives, etc, were running late the entire day. Because my husband and I are not "spring chickens," and have purchased vehicles prior to my purchase, we were surprised that it took so long from test drive, to paperwork, to checkout. The checkout was what the most frustrating and irritatingly long. We went in at 1PM, and left at 9PM. One minor observation, the coffee was out. I asked for new, to which they said, excitedly "YES!" Yeah, I know - I thought the excited yes was interesting too. However, 45 minutes later they hadn't even started it. It's a small irritation for a coffee fiend such as myself. Apologies were in abundance that day, to which I have to be honest and say I do not know if I will go back. The APR provided was 15.5%, quite high, we did refinance through our credit union, which was 3%. The feeling I get from CarMax is this: 14 years ago with our first purchase from CarMax, it was an excellent company. I do believe that it has the capability of coming back to great, but it seems more a wholesale Sam's Club style car dealership. Fast, easy, until you look back and realize you could buy the same thing at WalMart without the membership cost. One side note, that was quite kind, is the vehicle I settled on did not have a vehicle book. CarMax refunded the money it took for me to purchase one on eBay. That was a classy thing to do. read more

I've bought 3 cars from CarMax now. Every single time has been a super positive experience. I just bought a 2011 Acura MDX from the Cool Springs location and they bent over backwards to make me happy when there was a issue with the car after I had it shipped in from another location. It even cost them a couple hundred dollars to make it right. I will definitely be back for my next car! read more

We bought our car 3 months ago and still haven't gotten our tags and we are fixing to have to get another temporary tag by September 25th they keep saying that all the tags are running behind 3-4 months but the funny thing about that , our neighbor just bought a new car from another dealer and have already gotten their new tags. I don't understand why other car dealership can get they're new tags but Carmax can't very unhappy with them right now. read more

Would love a call back from a manager that is NOT Shannon! Driving around in 37 degree weather with no heat !!!! 30k for a truck and $15k in repairs through max care. No calls back from supposed GM. Alex in service acts like we are the biggest burden. Truck has been in their possession or shop 4+ months of the 20 we have owned it. This is the absolute worst dealership in Tennessee. Every other CarMax has told us we have to return to this one because we bought it there. I love paying a monthly payment for a truck that's freezing!!! read more