I had dealt with CarMax back in Southern California when I sold my car. I had pretty much same (but quicker) experience at this location. As a reference, I came here to sell my car. + Trevor touched based with me on the phone on the day of my appointment. + Christy helped me and it took her maybe 10 mins or so to move my car, get the paperwork, then another 5 mins or so to scan the signed paperwork etc. + In 15-20 minutes, I had the check in my hand and waiting for a Lyft. + They consistently offered more money (~$3k more) than other rivals (Caravana, etc.) Make sure to check with them on pricing even if you don't plan on selling your car here. Doesn't cost you to get a quote with them. + They called Lyft for me (60 miles radius) free of charge. + Streamlined process. Uploaded all documents online the night before and had no issues with the website/form. - I live 2 hours from the closest CarMax location (this one). I wish they had another location closest to Detroit area (let's say). I had to catch another Lyft from mid-point to my home, but it wasn't that bad. read more

We just bought a car from carmax. I was very hesitant and scared but everything went very smoothly. After submitting the online paperwork, the entire experience probably took 45minutes. There was no pressure. Our sales rep was Diamond. If you dislike dealerships I recommend going this route. We had zero issues with carmax in Grand Rapids and the car is running just fine. I would buy from them again and request Diamond. read more

I went to test drive a vehicle I had shipped to the Kentwood location. The person advised me that they had a pre-planned route I could take to test drive the vehicle "or may stop where-ever". Earlier in the day, I had received a text message (which I still have) from there that I have all day to make a decision whether or not to purchase after the test drive. Mind you this is at approximately 1:00 pm. About an hour later, I noticed that I had two missed calls on my phone. I had been making stops while test driving about a mile away. Mind you they have GPS locators in the car, they had take copies of my driver's license and insurance and I had left my original vehicle in plain view in front of the large showcase windows. I then received a text message that that may be contacting the police to report it STOLEN! I called three Wisconsin office where the car originally came from and spoke with someone who said they should should roll the test drive into the 24 hour option. They then connected me to "Ryan" some apparent "manager" that seems to lack customer service skills. He stated that the car was 3.5 hours overdue the "20 minute rule". I immediately brought the car back and walked away. I was thinking about purchasing the vehicle. Glad I didn't. Ryan, if you read this, find another job. You're no good at customer service. If I could give 0 stars, I would. read more

Thieves. Don't buy here. They appraised our car, and then dropped the offer $1,500 while we waited for them to bring a car in. Highway robbery. This was their fault--nothing changed in the car from one day to another and they dropped the appraisal offer. We were told that the appraisal was good for five days and the new car would be here in five days and they would honor the appraisal if the car took longer. Now they're saying there's roof damage (there is none) so they're changing the appraisal value. This is very unethical. read more

So do not buy a car from #Carmax I bought a Nissan leaf that only had an electric range of 150 miles. Being an Uber driver this is not enough miles. They have a 30 day money back guarantee, I returned it. I than bought a 2020 Chevrolet bolt ev premier which is supposed to have 259 miles range. The place where I bought it from (CARMAX) Kentwood, Michigan which was three hours away. Needless to say they programmed the car to only charge at 78%. They didn't disclose this to meet at time of purchase .On average I was only getting 120 miles on a full charge. I took it in and they did a diagnostic test to #markchevrolet and they charged me 300 dollars yet nothing changed with my car. I than took it to another mechanic shop who found a little bit deeper than the last diagnostic check. I took the diagnostic check to #lafontainechevrolet who replaced the battery it was defective. I was so happy. I get in the car and it's charged max 170, and it's still programmed to charge to 80%. It will charge past the 89% now but at a very low speed and the highest battery mileage I can get is 190 instead of 260. Anyone have any ideas for me on what I can do to get this resolved. Also, through the radio there is a charging icon that shows it's set to 100%, but by the speedometer it's set to 80% and it's charging by that. I know there is a class action suit against CARMAX for not relaying information about the cars issues I will be reaching out to one of this lawyers. This car has been a nightmare since I bought it. read more

Don't waste your time!! I received an offer for my car after filling out the information online which included the VIN number of the car. Once that have the VIN number they know exactly all the details of the car. Upon arriving to complete the sale of my car I was surprised to learn that the offer was for $1000 LESS!!! Do not do business with these people! save your time and money! read more

So I reserved a car. Confirmed the reservation. Asked a couple of questions via text. Then today at 7AM get a text asking for a phone call. The car has been transferred to a different location. My appointment was for 10 AM. Their customer service option - a car at a higher price with 30,000 more miles that would be brought in from a different location. Bottom line, there are many places to buy a car. I won't buy from these guys. read more

Heartbreak - second largest purchase next to our home. Went into Carmax-Kentwood to purchase a 4-wheel drive, the VIN provided was passed to our insurance agent and the sale was transacted. The problem? We had actually purchased a 2-wheel drive but given the VIN for a 4 wheel drive. Both VINs were identical make/model. The 'ol bait/switch is alive. Our insurance agent realized the discrepancy, assuming an honest mistake, we went back to CarMax-Kentwood only to be met with smirks like "we should have physically double checked the VIN before driving off the lot". Two attempts to contact CarMax corporate were met with a condescending but polite disregard. The resolution? CarMax bought back the pick-up at a significant loss to us and put it back on the lot for the next chump; lesson learned - do not trust CarMax to be an honest broker. read more

This place... is very slow... at everything. Takes forever to test drive a car, and you are only allowed to test drive two cars!!! What!!! We are here looking to pay cash for a luxury vehicle, want to try 3.. nope sorry you can only drive two. Wow. Leaving, not buying. Maybe the 3rd car that you wouldn't let us drive was the one? Require proof car insurance to test drive, do not have to deal with that either anywhere else, just annoying. Never heard of such a thing. Apparently their business is so good they don't need mine. Never again. Update: Same day, just walked out of the Infiniti dealership after purchasing a car, which btw was the 3rd type of car we were not allowed to test drive at Carmax. GO ANYWHERE ELSE!! read more

Took a 24 hour test drive and the drivers seat was malfunctioning as I was driving. Requested CarMax repair the car before I purchased. They were trying to convince me to buy the car and then have it repaired. I opted to have them repair first, while holding the car in my name. After a week went by I called to make sure car was still in my name, which it was. Several days later, I see the car back up for sale on their website. That's not the worst of it.. I was able to purchase the car. The sticker on the car and the features on the website indicated it was a four wheel drive. Just realized it is not four wheel. They changed the features without telling me. This car will be going back to CarMax this week. BUYER BEWARE read more

They were discriminating against me, I took one 24 hour test drive when I went back to test drive a different car I had intended to purchase they told me it was "too expensive" to be able to test drive, yet there is a car more expensive than the car I wanted that is on a 24 hour test drive. They started making things up like the car is being sold tonight. read more

Jim Davis at this location did a great job at making the process as easy and calm as possible. Tim was great and took the extra time to check on us and the entire staff seemed to enjoy what they were doing. It was a great over all experience. They helped me get the car that I needed/wanted. It was a stressful time for me but they turned that all around. It was great! Thank you!! read more

Thank you for your generosity helping Lisa with her demo vehicle. We appreciate your hospitality and willingness to help. Top notch service.

KENTWOOD LOCATION IS A JOKE! do not participate in the chaos they will put you thru. Actually purchased a car .Paid cash. The next day they said the car was being transferred to Merrivile for a test drive. TEST DRIVE??? I already bought the car! Said the car would be back on Monday and I could pick it up then.This after I offered to drive to Merriville to get it. Already paid for! I was then told that I couldn't pick it up at Merrivile-that I had to pick it up at Kentwood. I then scheduled them to deliver the car to me. Monday was set and confirmmed as the delivery date. They cancelled and moved the date to Tuesday.Then they cancelled Tuesday and set for Wednesday OR Thursday! My dad who lives in Kentwood went to the Kentwood location and the car was on there lot still in the same spot we last saw it. Car never went to Merriville!! So I paid for a car a week ago and have been given the run around ever since. Finally called the Manager and told him I was coming into Kentwood to pick up the car. MY CAR that I paid fora week ago and was told that due to some Admin process I couldn't and that he didn't or couldn't tell per his system even where the car was. ( I had pictures of the car on their Kentwood lot). Forgot to mention that one of the reason the I couldn't pick it up was because there was a purported recall on Lincoln Nautilus vehicles. I confirmed with Lincoln that this spefic vehicle was not part of ANY Ford/Lincoln recall. Finally. Car is at Kentwood. Paid for in full! I told him I was coming to pick up the car TODAY and if I couldn't I wanted my Money back. He put me on hold for ten minutes. When he came back he said. "I just refunded your Money". ???? Checked my bank and Credit is being processed. Not certain what going on there but,not worth the trouble. STAY AWAY! read more

Worst experience of my life! They claimed my new truck was 4 wheel drive and it turned out to only be 2 wheel. I didn't find this out until 2 weeks later when it started to snow and I tried shifting to 4 wheel drive. When I went to them and informed them about this they said they will buy the truck back from me but for $7000 less than what I paid! The vin number on the truck they sold me was completely different from the one they put on my paperwork. They are all scam artists who do not take responsibility when they make a mistake! Do not purchase anything from them. Please let everyone you know, friends, family, as well as random people you see, to never buy from these crooks! read more

We had a car transferred that we wanted to buy. We made an appointment to test drive it. We drove across town in a snow storm and we waited and waited. The employees knew that the car wasn't ready, but didn't tell us until he went to supposedly get the car. He came back saying they had to put on the new wipers that were supposed to be done already. Then an employee was said to have drove to pick up the wipers. We were there an hour with snow piling on our car. No real explanation given, but we sure waisted our time and risked a car accident. We got an insincere apology and hours later they relisted the car that we had them transfer. Horrible. I spoke to someone the day before and they knew that I really needed a car. Company has no morals. I actually may take this further because the staff made fools of us and didn't really care to sell us a car. CARMAX DOESN'T CARE ABOUT TREATING PEOPLE WITH RESPECT. I REALLY THOUGHT THAT I WOULD GET A PHONE CALL. Because of them I don't have a safe vehicle to drive to work Monday. We told them we were paying cash. They knew that I wanted and needed a car. We drove 30 minutes is very dangerous weather to be treated like garbage. We were patient and very very tolerable of there blatant apathy. I am filing in small claims court Monday morning. read more

They were very helpful with everything. First time buying through a dealer and the representative Joe helped with everything.

I truly hate having to give a negative review on any one Company but this one Company ( Carmax ) really seriously deserves it. To begin my journey at Carmax on the first day ever when I first walked in, I test drove 5 cars I was interested in. Out of the 5 cars I drove that day, 4 cars were in need of desperate repair. One car would not start even when jumped by the salesman. This car was a 2018 Lincoln Navigator priced at $34,500 and would not even make a sound when being jumped. The second car that I test drove was a 2018 GORGEOUS! Honda accord. The car truly was stunning but the WORST was just about to let itself be known! The Automatic transmission was not engaging in third gear and we had to pull over and turn around and drive 10 miles per hour to get back to Carmax. Well, to make a long story short. I did purchase a 2017 Limited Kia Sorento at $27,300 only because my Wife begged me to,,,,,,,she said their Customer service was excellent ( she was correct about that ) but the cars they were selling were poorly sellected by their buyers. The Kia Sorento has had more service than all of my cars put together in the past 28 years. Their SLOGAN in the commercials says " We buy cars,,,WE BUY ALL THE CARS " and they truly are not exaggerating,,,they buy any and ALL THE CARS, weather good or REALLY BAD!! If your thinking about Carmax as a possible choice, please look elsewhere or at least pay a license mechanic to inspect the car or truck your interested in from Carmax. Shop around and you'll notice that they are the HIGHEST priced dealership anywhere. To make matters worse, the HIGHEST priced and with the absolute worst mechanically conditioned automobiles around. Save yourself the HUGE expense and time of visiting repair garages time and time again to keep your Carmax purchase running! read more

CarMax Plainwell Michigan is an absolute joke! Due to conflicting work schedules, my fiance went to this location for her first big purchase on her own. She went with a 2015 Chevy Equinox because of the open space for her delivery job. A week into it she had to call and complain because the brakes were failing...they passed her on from one person to the next until they fixed the problem, worn out rotors and pads. Now, the VT intake solenoid has failed due to sludge in the oil, because they never changed the oil, they only reset the service reminder. They sold her a car that's went almost 8,000 miles without an oil change, which results in a comprised intake solenoid. The result of this solenoid is her stalling in intersections with our two year old daughter in the car. CarMax doesn't want to deal her because 1) She's a woman and 2) She's black....they will not fix the issue because she's 400 miles over the meager 4,000 mile warranty they offer. They're a car company that can fix the issue or buy back the junk they sell. Do yourself a favor and go elsewhere. An absolutely disgusting culture they thrive in. read more