The buying process was easy. Tammy Mitchell was a great sales person. Had a terrible experience with service. Gino the service manager was rude and unprofessional. as a result cancelled my Maxcare. read more

Unless you're a mechanic, or you like to waste your money, don't purchase anything from Carmax. Terrible company from the sales staff to the management. Sold me a lemon, fought me on fixing it (same day), and never followed up. Total joke of a company. You're better off going to a dealership. read more

Totally bad experience with Carmax Midlothian. The back office was rude and did not have people skills. The manager was just as bad and showed his lack of experience. I have never been mistreated to this extent and would not recommend them. Plus we went across the street and received more for our trade in. read more

I have been busy and only now wanted to add to an earlier review.... The car was chugging a bit on acceleration and supposedly it was fully serviced. BS! I had to return to a local Hyundai dealer and as suspected, it needed ignition coils, almost 5OO bucks only a few weeks after buying the car. They clearly did not exam the car well or they would have realized it was not running on all cylinders! Also, to answer anothers inquiry, I DID know exactly what model etc I wanted. It is my 3rd of the exact same car so I know it rather well. BUT even if I didnt know the exact make or model I wanted, a car that was not fully serviced is still a car that was not fully serviced. Very disappointing experience all around! read more

Around September 11 2013 I bought a truck from CARMAX. I put a $6,787 deposit and took the truck. 4-5 days later I received a phone call from the sales agent telling me they needed a copy of my driver license. I told her I was disabled and did not have a driver license. She said I had to bring the truck back or get a driver license. I did some checking and called the Virginia Dealer board. Jeff Sikes from the VA dealer board said that anyone disabled even a blind person can get a loan and buy a car. I called CarMax and told this to them and they still said I had to bring the truck back. After returning the truck the sales manager Dave said that the finance company CARMAX auto finance uses the driver license as ID. I told him I have a retired Military ID, US passport and State issued ID. Dave said that won't work that you have to have a driver license. When I told him what Jeff Sikes from the Virginia Dealer board said about a blind person can buy a car Dave said YES if you are disabled without a driver license they will make an exception and sell you the car. I told Dave I was disabled without a Driver license and had told my sales person Wanda this. Dave said his sales people made a mistake and thought you gave us a driver license on the first day. Dave then said "Your handicap?" I said YES I am and the paperwork I filled out shows my income comes from Social security disability and Veterans Disability. Dave then asks "what is your disability?" I said I didn't feel comfortable discussing that with him in public. He said "well you bought it up so what is your disability?" I said all you need to know is that I am disabled and do not have a license. I left the CarMax premises. I called CarMax relations and Sharron said she would have the General Manager of that CarMax call me. The general manager calls and was very rude. She said "Dave has been with us 17 years I am surprised he said that to you. I am sorry you feel that way and we are not selling you the truck because we already sent it though as you the primary driver once and we are not sending it though again." Sharron from CarMax relations then called me back and said she also spoke to the General Manager and the general manager said they can't run it though again because they already ran it though CarMax auto finance and it would give a red flag by the personal if they ran it again and changed me from the primary driver without a Driver license. I called CarMax Auto finance. They said all CarMax had to do would be to call them and explain my situation and it would NOT have thrown up a RED flag and that she would call be back in a few days after she looked into it. As of today no one else has called me. I spent four years in Iraq and have multiple injuries at 35 years old. I suffer from Seizures, black outs, prosthetic right eye and other issues. This is how I got treated. I pride myself on honesty. Carmax made the mistake and put in the paperwork as me the primary driver because they thought I gave them a driver license when it was a State ID. Instead of apologizing and making it right they decided they don't make mistakes and did this to me. Question for carmax. Do you ever make mistakes? What do you do when you make a mistake? You lie and twist it around and blame the costumer for being disabled. Four years in Iraq defending your way of life for you to treat someone like this. If there was a time you should have ever admitted you made a mistake it should have been this time. read more

I received a pre-qualification for 4.9% interest rate after carmax ran my credit score in Fayetteville,NC. they didn't have the package I wanted so I looked online and saw midlothian, va had the one I wanted. So I drove up there and liked the SUV. They came back with an 8.5% interest rate when they ran my credit for the same year, make and model car but with a different one I like was $1000 more. They never gave me a clear answer as to he difference. I went ahead and foolishly bought it because I needed it. Sadly when I got home I ddi a Kelley Blue Book search and found out they charged about $3000 more than it was worth. DON'T BELIEVE THEM when they say you're getting a great deal that's why they're no haggle pricing. I'm done with Carmax. Bait and switch interest rates and overpricing! DON'T SHOP AT CARMAX read more

This is the second car I purchased from CarMax and both have been outstanding experiences. CarMax is one of those places that when you come knowing exactly what you want it's pretty much cut and dry. This is the price, these are the features, test drive, paperwork and your out the door. Very quick appraisal prior to my purchase and before I knew it I was on the road with my new ride. I had the pleasure of working with Debbi and Joey. If your like me and already know what you want and have done your research before hand then this is probably the experience your looking for. Fast, Friendly, and Simple. read more

This is about my experience with the service center at this location and with their MaxCare program. First all of, MaxCare is a rip-off. It does not cover the parts of your car that routinely wear down; specifically for me, the brakes. My brakes have been squeaking for some time now and they've been loud squeaks. CarMax found nothing wrong with it and proceeded to say that my car is often riddled with problems because it's European and who knows what's wrong with it and blah blah blah. UM. I took it to you all to figure out what the hell is wrong with it and you can't even do that. Are the discs okay? Is something rusted? I have no idea because I don't work on cars. You do. Figure it out. But they kept insisting nothing was wrong and said "we can take your money but we assure there is nothing wrong with your brakes." So, you can't tell me one reason why it's squeaking even if it's as simple as "sometimes when it's cold, the brakes will squeak." They literally couldn't tell me ANYTHING. Then charged me $69 for the diagnostic, then reduced it to $55 for doing literally nothing. Next time, I'll take it somewhere trusted that can actually pull a real diagnostic instead of one out of their ass. read more

Awesome! Travis in Midlothian was a amazing. No pressure and was very patient while working with us over a couple of months.

Purchased a new to me vehicle here in Feb of 2014. I had totalled my car and was trying to find a good replacement quickly. I was not pressured at all here. The salesman really tried to figure out my lifestlye needs and accomodate my budget. I was on the fence about jumping from a 2 door coupe to a suv. They accomodated my desire to test drive a large variety of vehicles. I settled on a honda crv. I have had 0 issue with it since the purchase 9 months ago. read more

Purchased a car from CarMax about 15 years ago and had nothing but a great experience! Any issue was fixed immediately. So purchased another car from the Midlothian location on October 20, 2018. Travis greeted us, walked us around to see cars, left us alone to ponder when needed and was just a fun guy to work with. The entire process was pretty quick and very easy. People are so friendly and helpful at this location. I would definitely recommend CarMax and Travis! read more

Brandon, my sales consultant worked with me very closely and stayed with me every step of the way. The vehicle I had selected was being transferred in and he kept me up to date every step of the way. Walked me through everything until I had keys in hand and drove off the lot. This is my 2nd car from Carmax and every time has been a breeze. Warranties are always good, happy they offer the max care warranty now as well. read more

So a few months ago I bought a Ford Explorer from this location. CarMax was a new experience for me and I was impressed enough to go back for a second vehicle. Sadly this experience was nowhere near the experience I had before. The sales person greeted us and was professional but that is where the experience when down hill fast. We told the sales person what we we're interested in and he just pointed us to the yard gave us his card and said text me when you find the car and I'll bring you the keys. Ok. So he stay in where it was air conditioned while we walked around on the hot pavement in search of the 3 vehicles we saw on line. One we located the 3 vehicles all of which are over $35000 I texted the sales man and got no answer. We proceeded to walk the entire length of the hot pavement back to the showroom where we could see the salesmen all enjoying the comfort of an air conditioned environment. We kept walking right out the front door and left. read more

I had pick out the car online. Was preapproved. Went in,saw and test drove the car. Just what I wanted! Fast without any surprises! Thank you! read more

We just traded in our old car for a newer model. Overall, it was a very good experience. We test drove several different models and finally settled on a particular car that seemed to meet our needs. However, we were not 100% sure we wanted to go through with the purchase. The salesman Mike, said no problem and placed a 7 day hold on the vehicle so we could take our time. 5 days later, we made our decision and went and picked up the "new" car. Everything went smooth and absolute zero pressure. We are happy with our new used car. read more

Other than cars bought from family, every car I've bought over the past 10 years has been from Carmax. I am so happy with them, I am seriously considering retiring and working there. read more

We recently bought two used vehicles. One from CarMax and one from another dealer, both with 30 day bumper to bumper warranties. Although we originally though the car from the other dealer was a "better deal", it was immediately clear there were several issues with the car that the dealer should have known about had they checked it out as they had claimed. Then came the very stressful process of trying to get it fixed under the promised warranty, phone calls not returned, excuses made, etc. It has still not been fixed to our satisfaction. Our experience at CarMax was completely different and completely positive. They put the customer first and stand by their word. It began when we picked out a car online and had it shipped, at no cost, to Midlothian. Then our fabulous salesperson Al came in on his day off to show it to us. The car was even nicer than we expected, so we bought it at what we still think is a very fair price. Being a used car, this one also had a few issues soon after we bought it, one of them being fairly expensive. We ended up bringing the car back twice for service in the first 30 days, and Kevin, our Service Manager, could not have been nicer or more responsive! He even gave us a loaner car when parts had to be ordered. We highly recommend CarMax! read more

We bought a 2015 Toyota Highlander 18 months ago from this dealership. It had a clean AutoCheck Report: no accidents, damage, or mechanical issues. Last week, after noticing it was low on coolant, I took it into the service department, where they discovered major problems--a leaking head gasket, leaking radiator, and cracked, warped cylinder head. The car now needs a new engine and will be out of service for at least a month. Thank goodness I bought a service contract, which covers most of the repair. However, after buying my own copy of the CARFAX report for my car, I discovered that the car had been damaged in the front end before we bought it. The mechanic working on it also observed evidence of a prior engine teardown and head gasket replacement. Long story short: CARMAX sold me a car with major issues, which I would not have bought had I known. Now their offer is to buy the car back--after it has been fixed--for its "fair market value," which is $10k less than what we paid for it. This does not reflect the fact that we have been unknowingly driving our kids around in a car with a major mechanical issue and potential structural issues for the past 18 months, or the fact that we cannot replace the car for what they are offering us. What they should do is acknowledge that they sold a car they shouldn't have sold in the first place, and give us our money back--including the $299 fee we paid to buy it from them in the first place. read more

We bought the exact car we were looking for from CarMax and within minutes of driving off the lot, we noticed a bunch of major issues that should have been addressed before clearing it for sale. The car was clunking aggressively when turning slowly (this we diagnosed right away as the center differiential (Subaru AWD system)). Upon further inspection we noticed the battery was bad due to a bad alternator. The timing belt required replacement. The power steering was leaking and needed to be replaced. How did I find all of these issues when multiple techs inspected the car ??? I am an informed consumer and CarMax tried to walk all over me. I really can't stand when a consumer, such as myself knows more about the product then the business does. After we found these issues ourselves we dropped the car off at the Subaru dealer and they confirmed every single issue I found. I thought that CarMax is supposed to be the leader in quality used cars? We are local Richmond residents and have generally heard good things about the CarMax experience. I guess that was all a lie. After noticing all of the issues with the car, every single employee was completely unhelpful. The service manager, service writer, general manager, as well as orginal salesman, genuinely lacked any knowledge on how cars functioned and the basic mechanics. The process was extra frustrating because the staff kept telling us to just return the car. We we're so excited to find the perfect car we we're searching for that we just wanted it fixed right. They were very reluctant to fix anything. At one point our service writer (Patrick) hung up on us while speaking on the phone with him. The whole experience was a huge shame. CarMax finally fixed everything to our satisfaction, but the whole process was unnecessarily time consuming. It took six whole weeks to repair everything. They wasted so much of our time and their own. They probably need some help running the business from the looks of it. We we're so frustrated with the process and the mechanical ignorance that we will not be working with CarMax ever again. The experience was so bad, that all of our friends and connections, have and will continue to hear about this awful car buying experience. It has been about two months since we got the car back and they have made no effort to make sure things we're going well with the car. Where is the customer service? Why do I have to take to the internet to make organizational changes? In this day and age, with such a saturated car sales market, you would think they would try to wow us with at the very least a good experience and vehical. We we're wowed for different reasons! read more

Let me start by saying that we are 3rd car purchasers from Carmax. We have been so happy with carmax in the past that we wanted to buy from them again. First impression was great and the sales service was amazing. Now for the real story.... We purchased a car based on their own version of Carfax the car had one owner and had no accidents reported. Yup I get it , no accidents reported. Then.... We brought the vehicle to a detailer and he stated that the car had overspray on the wheels, doors and bumper and that there was actually dirt under the paint in many spots. This shook our confidence in the car report that they offer. We then experienced a bump or rough shift between 1st and 2nd gear. This was enough to prompt and immediate visit as the vehicle purchase was quite substantial to ignore these warning signs. They were quite responsive to get the issues LOOKED at but no promise of fixing at this point. They subsequently gave us a loaner car and proceeded with the analysis. They found all of the issues that we described and acknowledged them. They had someone come to address the overspray and removed the original paint from the wheels. Unacceptable to anyone. Worse than when we brought it in.We were told that they were checking it out and would get back with us. After 48 hrs and 2 phone calls we received notice the service tech's had driven it and that there were no issues with the transmission and everything was fine but they still needed someone to look at the paint and advise as to a solution and they were "having their guys look the paint. Another 2 days go by and our suspicions led us to call more often than once a day. Now they have had the car for 9 days and nothing has been resolved. We have had it... I now take it in my own hands to contact the car dealership that Cramax advised me would be performing the repairs as they could not do then onsite . I find that they did in fact find issues with the vehicle and it needs parts ordered to fix the issues. ( Far cry from the what we heard from carmax.) I then contact the carmax to see what the story was... "sir parts are being ordered and we will let you know the finish date as soon as we know." I asked the service representative about the paint and what the outcome was and he stated ..."Well, when we get the car back we can send it to the bodyshop and we will tell you then. " They have now had the car for 9 days and the bodywork and paint should have been performed at that time. Nope.... Got the runaround again on the answer to that question. Car has been in the possession of Carmax longer than we have had it. In a few days I am supposed to make a car payment on a car that they have had longer than me and still no fixes to the paint on wheels,bumper,both front doors and transmission. I love Carmax. But would not advise dealing with the Midlothian location at all costs. Oh yeah... Car had 6k miles on it , was never in an accident and was over 30k! Take it for what it's worth but my review will NEVER be changed as a result of how I've been dealt with to this point. You can't change what you have already done. I want to have my old car back and forget that This ever happened. read more

Carmax is rude and incompetent. I sold a vehicle to them today. It took less than 30 minutes for them to provide an appraisal of the vehicle and for my husband to accept the offer. It then took over 90 minutes to prepare the paperwork, sign our name 6 times and receive the check. There were 5 or 6 women working in the office. No other customers were waiting. I believe they dragged their feet just to hold us up and make us wait. They kept saying 10 more minutes, but the wait just went on and on for over 90 minutes. They were rude and completely incompetent. read more

I'm giving this one star for the SERVICE side of this store. I have bought two cars from this specific CarMax and never had a problem with the sales. The service side has been more than issues. One time, I needed a new battery and these idiots took out my old battery, then put it back in and charged me 120 bucks. Drove down the road, parked, went into store. Came back out, and my car won't start. These idiots put my bad battery back in my car. Then fast forward to now. My check engine light came on. The same day it came on, I took it to CM. They ran the code and said it needed to go to the dealership. They took it there, no issues. I get a call from Patrick the next day saying that the dealership says it's an oil issue and since it's that, my warranty doesn't cover that. I knew before hand that max care doesn't cover routine stuff (oil changes, etc) but no one seemed to understand that it was ME who does understand. I was told it was a solenoid part issue but all the oil sludge over it voids my warranty. That's fine but I know for a fact that CarMax does NOT check the solenoid before they sell their cars. So who's to say it wasn't like that when I bought the car JUST two and a half years ago? Patrick even agreed to this but still was less than helpful in getting this covered under my warranty. I was told I needed to prove that I've gotten oil changes. Yes, the woman who called the same day her check engine light came on, wasn't taking care of her car.. so it has to proved. Well at this point, I didn't have access to my car where every receipt I have regarding the car is in the glove box. The Hyundai dealership took two days to fax over what was in my glove box and just so happened that there was only one oil change receipt (conveniently). I've never heard of someone have to prove their warranty. I then spoke to Gino who was the service manager who might be the lost condescending, pompous jerk I have ever spoken to in my life. He continued to talk over me even when I repeatedly said that I'm aware that my issue is not his fault directly (cause I know he gets yelled at probably all day by customers) but now I know why he gets yelled at all day cause he is an asshole. I feel bad for Patrick and everyone else who works under this sleazy guy. I was at work and had Gino on speakerphone and everyone around me was shocked by the way he was speaking to me. I then asked if I could speak to his manager and he gave me the number then rudely said that whatever I say to that person, will Be addressed with Gino cause he manages the area. And I go great! Then I'm already talking to the right person. And he rudely said no, there's nothing I can do. Long story short, my car took a week to get a glorified 836 dollar oil change and CarMax didn't even bring it back. It wasn't ready until after 4 on Friday and the shuttle stops then.. I don't see how that's my problem. So I drove 40 minutes out of my way to get my car back. Patrick did set up a CarMax car for me for the weekend and I said yes but then changed my mind cause I know I would of given Gino a piece of my mind if I saw him in person, so I didn't even bother. Im cancelling my MaxCare and will never buy a car from CarMax ever again, which is a shame for them cause prior to this, even though it doesn't make a difference, I loved CarMax and encouraged people to buy cars from there. Now? I'll encourage every one I know to avoid this place. I walked around the real dealership when I picked up my car, and you can get a new car, better deal and not have to deal with jerks like Gino at those places. read more

We purchased a 2017 Jeep with only 9000 miles on it. The sales rep was Kelly White, who was excellent. We were told the car would be checked and serviced before we were contacted for the test drive. The car model had a recall on the cruise control system which stated there was a possibility that the system could malfunction and cause an accident and serious injury. We were told the recall repair is free, but Car Max could not fix the recall. I would need to take it to a dealer. Unfortunately the local dealers were on a 10 day wait for an appointment, which was beyond the 5 day return period. Not being able to use the cruise control and having to take time off work to sit in a dealers waiting room is an expense to me. I can't imagine Car Max selling a car that has a recall notice that could cause serious accident or injury. Also, when I took the car home, it dumped a lot of engine oil in my driveway and there was no oil on the dipstick. I took it to CM service, and was given a loaner for the weekend since the service department was closed. On Monday, my wife was called by a service rep who asked her "what kind of fluid was it- dark, light, where did it come from, the front or the back, then finished with "you don't have an appointment, but we'll try to fit you in". Maybe it was his service crew that did a poor job of prepping the car for sale. Obviously the car was not thoroughly inspected before purchase. As I stated earlier, Kelly White was great-personable and knowledgeable, but the rest of the experience was very disappointing. read more

I had a rotten customer service experience here and likely won't be going back. When I called about the muffler on my car nobody told me they don't work on mufflers (though I called 3 times). So I dropped off my car on the scheduled day and was only told they don't fix mufflers when I called to check in because nobody had called me all day. Every time I make a comment about the poor service the business office says "we are not service." Well, but they apparently answer the phone for service and book the appointments so perhaps they need to know more to do their job. The kicker was when dropping off my car the business office again said they weren't service and pointed me outside into the hot sun where I was told to fill out an envelope and drop my key in the box. Some lowly car cleaner who was apparently the only person in the vicinity with any brains or common sense quickly brought me a form and a pen and told me I could fill in the firm right there on the counter and in the air conditioning. I will not be buying from them again. read more

Went to get my car appraised. The salesperson said it should take under 30 mins. Sat there for 50 mins. Then offered $4000 below book value. My car definitely fits in the "average" category of any "book". read more

Showed up early Sunday afternoon at Midlothian Carmax hoping to purchase a vehicle for my elderly parents. Met at the door by a friendly salesman (Mark). Friendly but not particularly observant - Mom and Dad are not highly mobile yet salesman proceeded to march us to the far end of the parking lot. Only after Mom and Dad finally caught up did he mention the possibility of using their golf cart. We looked at several cars then got serious about a 2004 Toyota Highlander. We requested a test drive and Mark told us he'd meet us back at the office with the vehicle (insurance requires him to drive the vehicle off the lot). He met us back at the office, we loaded up and proceeded to drive off. That's when I noticed he had brought the WRONG CAR - a 2005 Highlander! Mark tells us it's essentially the same vehicle. Seriously Mark? We actually want to test drive the vehicle we ARE PURCHASING! At that point another salesperson had customers interested in the 2004 Highlander. Although we were there first Mark made no effort to give us first option. We left. Needless to say we won't be returning to Carmax ... ever. Fortunately we found a much better deal and pleasant experience at Haley Toyota. read more

Simple and seamless! Great selection and easy transfer process. I got a great offer for my car.

My Carmax rep was excellent and had me in and out lightning fast but I had to bring the car in less than two weeks after having it for a low battery which they replaced but it took Carmax two days which is odd since it never should have been sold with such an easily fixable problem. Less than thirty days and the back brakes are squealing. I expected higher quality from Carmax. read more

As advertised, no hassle, no pressure in the buying experience. A week or so later, a persistent slow leak in the passenger side rear tire, so back I go, all set to complain. One of the service guys showed me the nasty long nail pulled from the tire, which I must have run over somewhere in the first days of driving. Fixed within half an hour and, although it was presumably my action that caused the problem not some pre-existing condition, very pleasantly surprised to find no charge. Good on you, guys. read more

Purchasing the vehicle thru Carmax was easy, but that's where it ends. Dealing with the service department is like pulling your own teeth out with pliers. I take my car in the have the transmission looked at along with the replacement of a headlight assembly, third brake light, and drivers mirror glass. It takes 10 days to get the car to a transmission shop to get looked at. Their reason was because they were waiting on parts. Come on we can't wait on parts while the car is having the transmission looked at? Then the part that came in was wrong. Then after a few days it gets sent to another place for the transmission and they determined that there isn't any problem with the transmission that shudders in 1st and 2nd gears. They let it sit there for the whole day instead of picking it up and performing the work that is left on the car to return it to the customer. The only reason I rated with 1 star is the sales person was great. Service gets 0 stars. Good thing I bought the extra warranty to take it elsewhere. read more

Bought a Hyuandia Accent about 3 weeks ago. The hubcaps keep falling off and the breaks are starting to squeak. I took it back and CarMax put on two more hubcaps. The next day those two hubcaps feel off! It is a standard transmission, and with each day that gets more and more rough. 99% of the time I give good reviews to companies. But my experience was a bad experience and I have to be honest. Wish I would have bought the car at Hertz I was looking at! read more

My husband had a terrible experience at this location. We are trying to sell a 2014 SUV with less than 25k miles on it. He had an appointment and had to wait 10 minutes beyond his appointment time as associates chatted with each other behind the counter before he was seen. The sales person who helped him, Robin, started off fine...until she decided she should discuss her personal feelings on the Republican Debate and her thoughts on President Obama. He then asked her if, because he mentioned he's a veteran, she assumed he is a republican. He stopped her right then and there and she apologized for mentioning it. But what kind of sales person interjects comments like hat when she's trying to make a sale?? Not only that, but we got a VERY low offer for our car. We will be calling management tomorrow to inform them of our experience and we will certainly not be doing buying or selling business with Carmax ever in the future. read more