They were amazing, I will recommend this location to all my friends and family. I was nervous about buying a used car, but their test drive put my mind at ease. read more

had an extremely frustrating and disappointing experience with CarMax. What should have been a simple and straightforward transaction turned into a drawn-out and disorganized process.After they took possession of my vehicle and presented an offer, I later found out that the paperwork was not actually completed on their end.  Even though my Volvo was in Car Max's possession and they had the key. This left me in a position where I did not have clarity on the final numbers that I was already given and agreed to, and I was forced to bring the new vehicle back and wait even longer for them to sort out something that should have been handled correctly the first time. I was then told I would have to take the old car that I sold to them, because they didn't have everything ready to purchase the car. This could have been handled without me having to take off from work to come up to Germantown location and just sit and wait for hours! After completing the purchase, I had the vehicle for barely 3 days before I was told I needed to bring it back in. From there, things only got worse. CarMax kept the car for over two weeks, and during that entire time, no one could give me clear answers or meaningful updates about what was going on. Every time I reached out, I either got vague responses or was told they would "look into it" with no follow-up, or we are waiting for someone to do something and we do not know anything at this time.Communication was poor throughout the process. I had to follow up multiple times just to get basic updates, and there seemed to be a lack of coordination between their team members. The lack of communication and coordination between their team was unacceptable. For a company that prides itself on being hassle-free and customer-friendly, this experience was the complete opposite. I was left without a vehicle, without answers, and without any sense of urgency from their side.   This situation created unnecessary stress and inconvenience, especially when timing and financial details matter. I expected a much higher level of professionalism and organization.After weeks of inconvenience and uncertainty, I ultimately had no choice but to return the car altogether. However, I was not in possession of my car and they were not sure where my car was, when I came in to return it on 04/18/2026. I had to show them where in the parking lot, my car was. They didn't think they had the car and that it was still at the mechanics.This experience created unnecessary stress and wasted a significant amount of my time. I expected professionalism, transparency, and efficiency--none of which were delivered.I will not be using your company again, and I will be letting everyone know what an awful experience we had. read more

They suck. They need to work on their customer service. Instead of the I get commission no matter what attitude

CarMax has several vehicles to choose from. You're able to view freely, and seek a salesperson when you're ready. The price and mileage of the vehicles are posted on the window. There's also the option of transferring a vehicle from another store, local or nationwide. Shipping local is free, but outside the city depends on how far the vehicle is. You can set up an account with CarMax to find and purchase vehicles or schedule test drives in advance. The prices are set, and you can finance with them or bring in your own financing. *remember that banks and credit unions often have lower interest rates than dealerships. read more

If I could give negative stars, I would. Do not but a car from CarMax. We bought a used vehicle with 70,000 miles. It broke down and left us stranded within 5 months after purchase!!!!! We went back to the dealership to see what could be done and they didn't help one bit. Again! Do not purchase from this dealership! read more

I usually don't leave reviews but this experience with CarMax needs to be heard. I bought a truck thinking it had been properly inspected. Right after purchase I noticed the tires were wearing unevenly, which clearly pointed to an alignment issue. I brought it up and found out they didn't even have an alignment machine at the location. So how were they doing inspections? They weren't. I paid out of pocket for my own alignment check and took that proof to them before my 90-day warranty was up. They still didn't do anything. Eventually one of the tires gave out from the uneven wear. It popped while I was on the freeway and nearly caused a wreck. The blowout damaged the truck, and all CarMax offered was to replace the tire. They told me I'd need to file an insurance claim for the damage to the truck even though I had already told them about the alignment issue from day one. And to top it off, after they replaced the tire, they couldn't even put the spare back in its place. They just threw it in the bed of the truck like it didn't matter. That was just another sign of how careless the whole experience was. The store acted like they had the final word and didn't take any real accountability. Corporate didn't help either. CarMax talks about their 125-point inspections and standing by their vehicles, but that wasn't my experience. It felt rushed, careless, and irresponsible and I could've been seriously hurt because of it. If anyone reading this needs proof, screenshots, or text messages to back this up, feel free to reach out. I kept everything and I'm more than willing to share it. read more

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Tearsha was great!! Made selling my truck easy and quick. Everyone there was very helpful and answered all questions. Not to mention, the offer for my truck was very fair and reasonable. Dealerships would not give as much as they did and they did not push to buy a car from them. Looking to sell your vehicle or buy one.. ask for Tearsha.!! read more

I am giving a two star review because the first car I bought from CarMax in 2018 was an average experience. My latest experience was a nightmare. They have been unable to convey what information they need from the bank and they were unable To produce a buyers notice for my bank the second day I came in. I was also promised by a manager that my transaction the next day would only take thirty minutes. The third day I came in with a scheduled appointment I waited at least thirty minutes. Their sales team does not make commission so it seams they are unmotivated to sell cars. I will not ever buy a car from them again. read more

I bought a 2019 Honda Fit from the CarMax on Germantown Rd. First off, even though I had an appt., I waited about 30 mins and then the transaction was completed in about 45 minutes. However, the associate that worked with me was friendly and professional. She thoroughly explained the paperwork. That was the good side of things. Now the downside. They highlight their 125 point Inspection on their website. They must have missed my car. -Three of the four tires were only inflated to 25 lbs PSI when they should have been at 33. -The fourth tire had a nail in it and was down to 18 lbs PSI. -The spare tire had 10 lbs PSI when it was supposed to be inflated to 60 lbs. You'd think they'd check that. -The wipers were worn and I'll have to replace them -There was minimal fluid in the windshield washer. -Also, both the outside and inside of the windshield were filthy. The glare was terrible. I tried cleaning them with Windex but the outside is coated and spotted with some type of grease or sap which won't come off with Windex - even with a squeegee scrubber. I then tried vinegar and water and Goo Gone. No luck. -There was no owner's manual - I had to order one from EBay. -As noted in another interview, trying to reach a live person via phone is a real challenge with a long wait period. While I like my car - I previously had a 2012 that was t-boned by a red light runner - CarMax is not a place I would do business with again. read more

They will tell you 1 thing online to get you into the store. then started blaming the online agent told me the misinformation. Just get your information right CARMAX, you guys really wasted my time! Time is money! read more

The spirit airlines of auto sales. They don't take phone calls first of all, I called a few times a day for over a week. The employees move slow as turtles, no urgency at all, I watched multiple customers walk out after waiting and not being helped. The car I purchased hadn't been cleaned out so it was dirty when I arrived and still ended up having to wait to have it half way detailed. I purchased and traded in on a Saturday and the following Thursday they called and said they forgot to write down the account number which means I'm making another car payment for a car I don't own and now they won't confirm they mailed the check. No professionalism or customer service of any sort. Highly recommend to buy/trade anywhere but car max. read more

I bought an Audi at CarMax in Germantown last week. I cannot say enough great things about the superior customer service I have received at this location. The employees went out of the way to make sure my experience was excellent. Kobe, who was handling some cosmetic fixes, made sure to stay in touch providing updates and took extra initiative to come in early to work, so he could work on my car. Cami took extra time to go over features of the car and was very patient with my questions. Avious offered reimbursement for the car detail. There were other employees whose names I can't recall, who were super helpful, patient and kind. These guys are very busy and work extra hard to ensure you are happy. I think CarMax Germantown is a great place to purchase a car and I highly recommend it! read more

I sold two cars with the highest values than their competitors. A seamless experience with excellent customer services. Please follow there instructions and you will be pay out with no problems. read more

Decided to sell our second car so we went to car max and met with the fellow outside asking to help, he then sent us inside to meet with Terry Via. He is a great person to deal with, very nice, smiling , and wanted our business by making us a great deal . We were so totally surprised and pleased by our negotiation . If you need to do business on selling a vehicle or maybe buying one . This is a great place to start and finish read more

Today has been horrible and Patrice needs to go to a Customer Service class. 4pm appointment was NOT seen until about 5:30pm Then Patrice took an hour and a half to do paper work and decided it was a good time to chat with co-workers instead of going ahead and finishing. Then asked if we wanted to have a seat and wait....lady it's a pandemic... we want to go. We are here out of necessity not for a leisurely afternoon/evening! Don't go to this location. CarMax is a good place to buy vehicles but NOT this location! Go to the other one in Memphis! IJS read more

The first associate that I had was very professional and did everything to help me stay in my budget. The second associate clearly was new. I was there for about 5 hours but it was worth the wait. read more

I want to thank everyone at CarMax Germantown location. It was the best experience for me and the worst for them lol Shoutout to Ismael for doing my research, Denise for processing my paperwork , Donovan (I hope this his name) for helping Denise with this miracle and Patrice for completing my Miracle. Also, I want to thank Kyle for trying to get my card process and Ms. ? (The beautiful lady that took my tag to the back) service and detail team. I have champagne taste and water fountain money but they made it happen for me. I had gone everywhere and I made sales teams look at me like "if this crazy lady with this low credit score don't get out my face and take this used care with 200k miles, humph bye Felicia". All in all the team that I had was great my car has low miles and it's truly something I wanted not something I had to get. Thank you team!! read more

I give CarMax 0/0. My husband traded in his car for a new truck. He pre-arranged everything on the phone with someone from the sales department. They call us on the day we were supposed to trade the car in all anxious for us to rush right down and complete the deal. So we do. It is near closing time so they rush us through the paperwork. Financing is in place. The note is a little more than the pre-arrangements, which should have been a red flag right there. All the paperwork is signed. We leave our car there are drive off in the new truck thinking all is well. 10 days later we get a call from Damon some type of manager stating that the financing is NOT approved and there are more hoops we must jump through to keep the truck. We were unable to jump through those hoops. Damon did not read the financing companies requirements in full before the deal was approved, yet we left the lot that night thinking we had bought a truck. To Damon's credit he did admit fault. I appreciate that. If CarMax was any kind of decent company they would have found a way for the deal to go through at the payment agreed, even if it would have been inconvenient for them since it was their employees error that caused this whole cluster. Attempts to reach corporate were to no avail, as all I got was a continuous loop of automated menu's. Me snd my family have bought 6 cars from CarMax since 2008. I can promise you that CarMax will NEVER get my business again. Furthermore, I will tell everyone I know to avoid doing business with CarMax because they do NOT care about their customers. read more

I had picked a reliable used car online so I started the online purchase process. When contacted, I was told I needed to provide my social security number even though I was not financing. I live in Mississippi and the dealership is in Tennessee, so they told me I would have to pay the TN license and registration fees to the dealership who would then turn around and issue me a check for the same amount. Too much nonsense. I purchased my car at Autonation Nissan and had a good experience with no nonsense. read more

CarMax refuses to refund my $250 Reserve vehicle payment. First part of August 2022, I paid a $250 prepayment fee to reserve a car and have it transferred from Wichita to Memphis for purchase. The Rep repeatedly stated that my $250 deposit would 'Reserve' and transport the vehicle. I was emailed an online link and I completed paperwork, including all my contact info, home landline phone, cell phone, email, etc. Via email, I was provided confirmation of my successful completion which stated vehicle would be ready for my inspection by Sept. 1. I received multiple emails referencing delivery, financing, trade-in, etc. However, I never received any communication via email, voicemail, caller ID'd phone calls, or ID'd texts stating vehicle had arrived and available for pickup. During the final week of Aug., I repeatedly phoned Carmax and was told multiple stories, including, vehicle was still in transit, it had been sold, it had arrived and was being prepped, etc. Finally on Aug 31 it was determined vehicle had already been sold to another buyer. I called the local Memphis Carmar office (area 901) and was told I was speaking to rep in Memphis. I later discovered all phone numbers go to a national switchboard and you could be talking to be anyone in the world. Through my multiple calls during the month, I discovered you cannot reach anyone in the local office. I repeatedly requested local contact information, valid local phone numbers, manager names, anything... but representatives would never provide any of this information. Via phone, there is no way to speak with anyone at the local branch. I left countless messages to have someone call me back through the course of the month, never received a single call back. No one ever made any effort to resolve my issues with my reserved vehicle, explain why my reserved vehicle was sold before the tentative arrival date or to offer a refund of my credit card charge. I work in a sound restricted TV studio that must remain quiet. I get 50 spam and robo calls a day. Phone must remain on silent and I cannot answer immediately. I cannot return calls unless caller leaves voicemail and/or message or at least is identified thru caller ID. Over the course of the month, no voicemails were ever left by CarMax on my cell phone or home landline phone no messages were ever left on home phone which I check thoroughly, or on cell phone voicemail. All calls and texts made from CarMax are made from an unidentified caller or identified as spam. With the vast quantity of unidentified spam and robocalls and text I receive I cannot possibly spend hours returning and I did invite calls messages texts, automated recordings Etc I have an 800+ credit score and have done business with CarMax multiple times over the last 30 years. I refuse to be cheated, ignored, and treated like an annoyance. Carmax's new business model has ruined all purpose and advantage of doing any business with them. Their deception, misinformation, and run-arounds are obviously intentional and they have done nothing but given me untruths and made no effort to contact me to discuss or refund my charges. read more

I've bought 4 cars from Carmax over the past 20 years. I have always had a pleasant experience until now. The car was to be delivered to my house. Why? Because they offer it and I trusted them to provide the same excellent service I've received in the past. That is not how it went. Eight phone calls to arrange the delivery and each time with another online form or request etc... Finally, I got everything straight and two hours before the scheduled delivery I received a phone call. They needed to verify my wife's and my identity virtually before they could bring the car. The virtual process could not confirm our identity (because no my wife does not go by the alias "Jenny") and thus the delivery was cancelled. I tried calling but they refused to deliver the car. At this point I decided it was best to just cancel the whole purchase. Carmax cancelled the purchase and that should have been then end of it. But no it was not. Carmax electronically debited my checking account for the purchase price of 33K. Today I am on my 17th phone call trying to get this refunded. They have assured me that the electronic transfer has been processed because it say so in their computer. Suntrust has no record of this transaction as being posted or even pending. Currently I am on hold with the Suntrust fraud department. If you want this kind of headache and highway robbery then by all means have it but I'm through with these idiots. Good job Carmax you lost a loyal customer but it seems that you really could care less. read more

Do not bother making an appointment there. I made an appointment to have my car appraised at a certain time . I drive over there only to find out that they make multiple appointments at the same time and that I had at least 30 to 45 minutes wait before I could even see anyone. What's the point of making an appointment? read more

I had a terrific customer experience buying my truck at CarMax Germantown. The store manager, Damon, could run the entire CarMax organization in my opinion. He is extremely customer service focused (which is rare in many organizations these days) and helpful in explaining the features of my vehicle. I appreciate their prompt and thorough follow-up and restoring my confidence in the car buying experience. read more

In August 2021 I bought a car from Carmax Germantown. We have absolutely love the car and I was going to give it to my daughter. I paid half down and financed the other half. The only problem is that a month after I bought the car I expected to get the new license plate that I had purchased. When I called, they said they couldn't get the license plate because I had transferred the car from another dealership up north and for some reason, the papers were not signed off on correctly and they didn't know when they would be. I was sent another drive out tag and every month I heard the same thing. Now, we still have a drive out tag on the car and I am still hearing the same story that they are still trying to figure out why I can't get the car registered. I have talked to numerous managers including the store manager to no avail. My dad was in the car business for 40 years and he said this should not have happened. Unfortunately, my dad is in a nursing home in Nashville so he can't really help me. Does anybody have any advice on what I should do? I'm am not familiar with how to handle this problem. We really want to keep the car because my daughter loves it and ultimately it will be her car. However, I'm uncomfortable with paying on a car every month that I'm not sure I will get to keep. I would appreciate any advice. An attorney is my next stop after I go to all social media sources. read more