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    CarMax

    2.7 (92 reviews)
    Open 10:00 am - 9:00 pm
    Updated over 3 months ago

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    Reviews With Photos

    A mouse nest in my car
    Erin M.

    I had, without a doubt, the most insane experience with this Carmax. I almost never post negative reviews, but it's been messing up my life since I got my car from them back in Oct. In fact, I'm posting this everywhere bc it's so absurd. So first of all I want to say the person that actually sold the car was cool. His name was Vivek. We're leaving him out of this. Buckle up, this is long. So I got a Kia back in Oct. When I first got it, we all noted a strange smell. We decided to get it re-detailed that night and bring it home the next day. WE LET THEM KNOW ABOUT THE SMELL. So we picked it up and there was a ton of air freshener that they'd bombed it with. But when we got home, we realized the smell persisted. My fiance decided he'd try to figure out where it was coming from. So he went in the trunk, popped off one of the little panels covering the tail light, which was super easy, you dont need tools to do it or anything. And what did he find? MOUSE NESTS. WITH AN ABUNDANCE OF MOUSE PEE AND FECES. (Pictured) I need you to understand that mouse waste can lead to hantavirus, which can KILL YOU. Clearly, we took the car back and let them know what was up. Now, we only had one car at the time, and after 4 days of Carmax still working on our car, because apparently they had to order a whole new trunk, since it was SO SOAKED WITH MOUSE PISS, we asked if we could have a loaner. Enter Mitch. So my fiance calls and asks VERY POLITELY if we could possibly have a loaner car until my car was fixed, since we were spending money on Uber. Mitch was super rude and shut it down. Said no way. So my fiance then called a higher up who said it would be no problem whatsoever and gave us a loaner. So Mitch was...just being an a-hole I guess? It takes a week to get our car back. But then! A couple months later? The AC dies. In hot Virginia. So we take it in. They say it's fixed. No a couple months later, it dies again. We take it in. They say its fixed. Guess what? Its wild, a month later IT DIES AGAIN. So finally we take it to one of their contracted garages. They say that Carmax didnt even check the line for a leak. They work some magic on it and tell us when it dies again to show Carmax the bill. But it was $400 up front. Im disabled and my partner works at a non profit, $400 is a lot. It could've been used for food, or gas, or bills, but no, it has to be stuck in limbo until the AC dies again bc for whatever reason Carmax can't fix the AC. Or find a very obvious mouse nest. Or do anything, apparently. PS we are paying for MaxCare, which covers non routine car services. So we're also wasting more money. We thought MaxCare would take care of issues, but instead its just wasting our time and cash. Don't go here, my entire experience has been so absurd it's laughable. I'm out of money and out of patience because of them.

    Nicole N.

    I was surprised how straightforward it was for me to sell my car here! I first went in for an appraisal and they were pretty quick with the evaluation. Scheduling the appraisal was quick and easy online. When I was ready to sell, I just walked in with my offer and the staff took care of everything for me. They were pretty clear with their instructions and staff were all super friendly and respectful. When you first walk in it might be a little overwhelming cause the facility is big but there is someone at the front desk to orient you. To the right, there is also a small waiting area with some chairs, basic drinks, TV, and bathrooms. While there was a pretty limited selection of drinks I appreciated how clean the area was kept. Only thing is that some of their instructions were a little outdated (ie for me the instructions to inform the DMV etc were not the right contacts).

    I'm sorry that some had a bad experience. As far as me, it was seamless buying a car from CarMax in Richmond. My car was delivered from another CarMax. I was able to track the car entire time. When I got to call to go take for a test drive. After seeing the car I didn't even take for a test drive. The car was absolutely spotless. I purchased a 2017 Volvo S90. You expect some flaws in a 2017 right!? No flaws at ALL. CarMax even put 4 brand new tires. No cheap tires. High performance tires. It was the best car buying experience of my Life! Oh yeah, my state inspection was already done and I had hard tags already on car!

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    5 years ago

    Great customer service in the repair section. Friendly staff. Good value. We really like it.

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    2 years ago

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    8 years ago

    Great staff, friendly and helpful. I'll definitely will be buying another car from them

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    7 years ago

    I wouldn't recommend taking a vehicle here for service. After the 3rd attempt I'm still not sure my vehicle is fixed.

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    Page 1 of 3

    Ask the Community - CarMax

    Review Highlights - CarMax

    Laurence and Errick at the West Broad location were very accommodating and made the process very simple.

    Mentioned in 2 reviews

    Read more highlights

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    Don't we all wish we were treated as well everyday as we're treated when we're shopping for a…read morebig-ticket item? I had a terrific experience buying a used Toyota RAV4 at Grace Auto Sales this week. When I chose the less expensive model of the two cars I was considering, Soto never tried to convince me to buy the pricier model. He agreed that the one I chose seemed to be the right fit. Soto and all of his colleagues were pleasant and helpful. The atmosphere was laid back yet efficient. It's very important to me to support local businesses and a bonus when the business is family-owned. It's refreshing to be in the presence of folks who seem to enjoy their jobs and one another. I will update this review if anything goes wrong with the car. Otherwise, assume I'm a happy customer. NOTE: I suggested to the owner that he consider doing away with the scented candle that was burning in the front office. I made the point that while the candle smelled nice enough, many folks (myself included) are very sensitive to fragrances (as evidenced by the booming market of fragrance-free products). The owner received my feedback good-naturedly enough, but left the candle burning as he walked away. Meanwhile, I had to excuse myself, go out to the car and take an antihistamine, before I could return inside to complete the transaction because multiple chemical sensitivity is a real thing and those of us who have it spend extra time and money to avoid being overwhelmed by the off-gassing of scented products and services. I wonder how many folks complain about not having a scented candle burning when they shop for cars. ;-)

    Amazing Service! My sales guy named "HENRY" is the salesman…read moreyou need to encounter while choosing your next car. He's determined to find you the best car for your needs! I'm so thankful and so very blessed to run into this guy and this amazing dealer. I'm from New Jersey and never experienced such amazing treatment. I'm so happy with my Toyota. 100 Stars !!!!!! With the best for you shopping there. Blessings!

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    tesla

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    This was my first visit to a Tesla dealership. The dealership wasn't the cleanest I've seen, but…read moreoverall, it offered friendly customer service. Perhaps it was a bit messy because it was the end of the day. We arrived for a 6 pm appointment, and it was so busy that the Tesla agent, Trey, couldn't get to us for 30 minutes. He was incredibly helpful! I had heard before visiting that the service is quick, but perhaps because it was the end of the month, it was busier than usual. Once the agent arrived, after approximately a 30-minute wait, the service was quick and smooth! They did exactly what they said, and we left the dealership satisfied with our experience. I hope the service request will be faster and more efficient for our customers. By the way, the auto-buying process is simple because Tesla agents do not make commissions on selling cars, so they are not pushy or annoying.  I wouldn't recommend picking up a vehicle in the evenings, as the agents are usually tired and running out of energy.  Tesla cars are mostly reasonably priced and considered to be of excellent quality. They are the new iPhones of the automobile industry. I hope to return to this Tesla again someday soon!

    Came here to test drive a couple cars. Made appointment for noon and signed waivers. Fast and…read morefriendly service. Knowledgeable sales associates answered all our basic questions. Very clean waiting room. Good coffee varieties available. Would definitely consider a model S or Y for my lifestyle. Nice that EVs and self driving are becoming more affordable to plebs like me!

    Richmond Ford West - There "fix"

    Richmond Ford West

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    When I called the dealership, I had already test-driven several other makes, but because we've had…read moregreat experiences with Ford vehicles, I was happy to keep an open mind. I had been searching for a hybrid or PHEV for quite some time and noticed they had one of each listed online, so I scheduled an afternoon test drive. From the moment you arrive, you realize this dealership is extraordinary. They aren't just focused on making a quick sale--they are genuinely committed to building relationships. Daniel greeted us right away and brought us two bottles of water, then escorted me to the vehicle with my name literally written on a large tag displayed in front of the store. That level of thoughtfulness immediately stood out. Daniel walked me through the exterior features and we began the test drive, during which I was able to test multiple functions and features at my own pace. After returning, he gave me a tour of the dealership and shared the many President's Awards they've earned over the years--clearly well deserved. When it came time to talk numbers, they offered me a great deal. I wasn't quite ready to commit, but then Joey, the manager, came over and asked if I wanted to drive the car home. I was already seriously considering purchasing it, but that simple act of trust and kindness sealed the deal. I'm almost 50 and a school teacher. The car is safe, but the respect I was shown in that moment was priceless. This dealership truly wants customers to feel confident and satisfied with their purchase, and they work hard to build lasting relationships. I can absolutely see why they win awards year after year. They have my vote as one of the very best Ford dealerships out there.

    If I could give negative stars I would . Waited almost 3 hours for my Explorers very first service…read moreappointment , no one texted me or spoke to me about why the wait . I went over to the service department and found out my car had never even been started . This was an appointment service , 12 pm . It was almost 4 pm when it was ready and all I was told was they didn't know what happened . I am a repeat customer of Richmond Ford West and Richmond Ford , a 20 plus years customer and this is what I get . I bought my 2023 Bronco at a different Ford Dealer because of this kind of service . I've purchased my last car here and my cars will all be switched to Parrish Ford in Goochland instead .

    VA Cars West Broad

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    Friday I went to VA cars Henrico location Reese was my salesman Initially went for all change while…read morewaiting my husband and myself looking at other vehicles while waiting We started looking at Chey eqanos We spoke with Reese and manager Harry pulled up our credit informed us both they would pay off the remainder of the loan that I have on my present vehicle that was sold to me by Mr Jamal Washington excellent service at thT time they said they had called my finance company for payoff and they would pay the loan off No down payment 1000for taxes my husband and myself informed Reese we could have 500 By Tuesday of the following week and income verification and the other give on the following Friday Reese spoke with Harry manager he said this would be fine Tuesday evening when we arrive with all the documents to purchase our dream car they sold the car to someone else they told us to bring all documents that was agreed on they sold our car I have done business with Jamal Washington and the other guy was the manager very nice people but S it stands I don't trust VA cars we are inconvenience having drive to Midlothian for oil changes to honor warranty on the vehicle no where in my contract that I've read i would have to drive from Hanover county over to Midlothian no offer gas no incentives at all.We were very upset !!I will be taking my business elsewhere!!

    The salesman we met with seemed like a decent guy, but his boss is your typical used car salesman…read more Seems pretty slimey. We bought a Ford Escape with about $20k miles on it and within a six months had to replace the alternator. It has me questioning whether the odometer is accurate. The vehicle was pretty dirty when we test drove it and they said they'd detail it before we took it home. The detailing addressed a couple things I pointed out, but overall was very disappointing. Overall, I'm disappointed with purchasing a vehicle from VA Cars West Broad. I wouldn't recommend it.

    Complete Automotive of Richmond - code for issues with my car

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    Traveled all the way from Atlanta to assist my niece (in college) with her vehicle that was making…read morea loud noise. I arrived in Richmond around 4pm and called Complete Automotive to see if they could assist me with diagnosing the vehicle via phone. Jasmine was extremely helpful and told me to bring it in and they would get a technician to listen and attempt to assist. I immediately drove the vehicle to the location, and the technician was waiting on me at the front along with Jasmine. They listened to the noise and immediately diagnosed the problem. Jasmine knew my situation and explained that they would do their best to get the vehicle fixed same day (they are closed on the weekend). Jasmine understood the urgency and delivered as promised. After giving me a reasonable quote for repairs and not take advantage of me under these circumstances, the vehicle was immediately taken into the bay and several technicians began repairs. Jasmine contacted me before I could finish dinner and advised the vehicle was ready for pick up. Because of the exceptional service received, I was able to get my niece's vehicle repaired within a few hours and head back to Georgia the next morning. I would like to thank Jasmine and the crew from Complete Automotive for outstanding customer service.

    I brought my car which has some noise issues around the exhaust pipe, they inspected and…read morerecommended another muffler place to fix it for a cheaper price. They can also fix it but have to replace the whole thing which will cost more. They are very honest in not fooling you to get the profit.

    CarMax - usedcardealers - Updated May 2026

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