I have to say with the Covid 19 repercussions, this transaction was amazing. The staff worked hard to get my car transferred and to my store, they kept in good contact and the staff in person was amazing!!! I am very happy with my experience!!! read more

My husband and I have been talking about buying a new car for a couple of months. One of us wanted a sedan, the other, an SUV. One of likes blue, the other red, etc. You get the picture. Because I'm married to a "gear head", I was pretty sure the car buying process would be long and drawn out. Last week we were in Henrietta and decided to drive around the lot at a well known dealer. Before we got there, we spied a bunch of SUV's at CarMax and did an about face. We were greeted by a congenial, helpful salesman named Yahuda Shapira, who gathered our preferences and narrowed the search on his computer. He found a low mileage vehicle at a price we could afford, we drove it, liked almost everything about it (maroon not my favorite color) and took it home the same day. We had researched the Blue Book value of our trade-in and knew that they were offering less that its worth, but we were not interested in the inconvenience caused by selling it outright and it was a no brainer. Since then we have had to have them replace the batteries in the key fobs and order a new wheel lock key, as there wasn't one on the vehicle. They could not have been more willing to help with those items. I'm sorry for the folks that were unhappy with the CarMax experience, but we were totally satisfied. read more

I bought my VW minivan and upon pulling off the lot it was noticed two back lights were out. I thought no problem. My husband or I can change that. Got home and the following day the AC went out. Called CarMax and was told it probably had to be recharged. Drove two hours to them, was told everything looked good, and all the vehicle needed was to be charged. Four days later the AC goes out again. CarMax tells me to make that 2 hour drive to them so they can check it. Got to CarMax and was told. We didn't notice anything so we put dye to help them where it was leaking. Drive back home and again AC goes out. I drive up again and this time I am told that the vehicle had a huge hole and that's why the AC was going out. The AC was "fixed," but before leaving I did ask for a warranty for the AC. Well, my AC went out again and it hasn't even been a year. Mind you.. where I live is pretty cool so I don't use the AC as much. Oh yeah.. when I got my vehicle back the last time, my cruise control went out and the ABS light came on. I will be calling them today and requesting they pay a local mechanic for the AC because I have since moved and I now live 6 hours away from any CarMax. This is one annoyed customer. read more

I have been to quite few dealerships offering "good" deals that never panned out. Once I did the math on the monthly payments vs. time; all of them ended up being twice as much. With Carmax, not only did I get a great car at a great price, but the math works out to be very much affordable. George was my guy. He wasn't pushy, asked questions, told his own stories, great conversationalist, knowledgeable. Warranty is great. My credit isn't that great but with the interest I qualified for? Way better than any other dealership I have visited. I would recommend Carmax to anyone buying a car. read more

I have been in there three times in the last year, but I promise. This is the last time I'll be visiting this carmax. Ill drive to one out of state If I have to next time. They clearly have an issue with turn over. (I mean after all, every single time I go in there they have a nice big "now hiring" sign right at the front desk.) However the real problem I have is that every time I go in there I'm greeted by a "sales" person who you can clearly tell has just started with the company and has no idea what they are doing. Does carmax even train their employees?? Everytime I asked a question the sales guy (who will remain nameless) would get up and walk over to what I assume are the managers who are sitting at a desk across the room just chatting, laughing and doing absolutely nothing. After which the sales guy then walks back over with some crap excuse. like I said... I've been here three times already, what bothers me is that each of the times when the sales guy walked to the managers there were 3 just sitting there on their butts doing nothing... Seriously? The sales person has walked up to you twice already!!!! How about one of you get up from your fat asses and come help me out. Becuase clearly you guys didn't do a good job training your employees... And I can see why... Ya'll just sitting there shooting the shit and not taking the time out to teach your employees something. Terrible customer service. I recommend going to the Albany carmax or try a different dealership like dorschal across the street... At least there when yours doing business a manager comes to you and makes you feel important when you're spending $30k with them. Oh and their sales people are actually trained on how to sell a car............ read more

This was my first and last experience buying a car through CarMax. I had arranged to have a car shipped to this office at my expense. Taking an Uber from Niagara Falls my wife and I arrived to the dealership with our luggage in tow. So it was obvious we were not leaving without a car. The car I had paid to have transferred was a Jeep Grand Cherokee SRT. It was one-year-old with 11,000 miles on it so I expected it to be in pristine condition. Unfortunately there was one dent on the passenger door that Carmax had tried to cover up with some touch up paint and it was a pretty obviously a botched up job. Also the sales associate that helped me was an imbecile. How Carmax can hire such an incompetent people with no sales skills, presents, or typing and spelling skills is beyond me. Carmax would make no concessions for the dent on the passenger side car door. I Purchased the car because I was traveling and I needed a car to continue with my vacation. But I must say that I was NOT impressed with my sales associate at all. read more

I wanted to look at used trucks. I was greeted when I walked in the door but I waited for an hour before I finally got any help. Then the person that finally help me was new and he was limited on what he could do. I bought the truck I looked at that same day. I called back to the sales men who help me and asked him a question. he told me he was not at work until he realized the question I had was a easy question to answer. I felt like they just wanted my money and once they got it don't bring your ass back. read more

Do not buy a car from here!! service is shit they do not know how to work on cars. i bought a car from them 3 weeks ago been in the shop 5 times an everytimes a new problem my i havnt even gotten to drive my car a full week withought somthing happening note its a new car not a pos rusted down car. i was stuck on the side of the road for 3 hours i got out of work my car wouldnt even work got it back headlights dont work an the gas gauges are off almost just got stuck again on the side of the road CARMAX IS SHIT DO NOT BUY A CAR FROM THEM. also get my car back w a bunch of miles like they just half ass it an drive it around an then get it back 4 days later w even more problems that i havnt even had Do Not Buy A Car From Carmax. read more

It was the worst car buying experience I ever had! I have purchased 20 plus cars in 40 years. I saw vehicle on web site. It was exactly what my wife wanted. Black on black MKC reserve. Called CM, paid $165 to have shipped from VA. Salesman ran my credit. Approved, duh. Got call the vehicle was there. Thanks, ran my credit.....huh! Got to dealership after 1 and a half hour drive from Syracuse.(couldn't find THIS in Syr. looked for 3 months). RAN my credit AGAIN! I have 9 hard runs on my credit from these people dropping my score 30 points. Delivery took 3 hours. Vehicle was filthy. I was told that buying off back lot its hard to detail on a moments notice. I said I PAID to have it shipped AND had THIS appointment. If I had not told my wife it was her birthday present and had not driven 90 miles I would have left in first 10 min. No paperwork was ready. NOT one thing was done even though I expressed more than once that I would do whatever it takes beforehand to be out in 30 min. I have all text messages and credit reports to back this up!! Because of libel laws I will not print what I really believe what the 3 times running credit after I told them who I wanted to finance through. Everything else I said I have text messages and photos(date and time). I even changed 15 credit bureau checks to 9 because only 9 were HARD checks that effected my credit!!! read more

Horrible setup. How they are growing across the country is beyond me. Decent idea, have a lot of decent looking cars on an open lot where anyone can check them out. Found a car I wanted one day out a hold on it. Came back four days later. Car was dinged up and I started the engine, sounded like shit. Asked what Happened got no reply. Never was called. Terrible place. 5 day money back guarantee cause the cars are trash. Inspectors not even qualified. Never come here please, use your hard earned money elsewhere read more

My husband and I have purchased from Carmax before, so this time we picked a car out online and drove 2.5 hours to pick it up. After three hours of signing papers and waiting around, I opened the car and it smelled of cigerette smoke. This was never disclosed to us at anytime. After trying to remedy the problem for over a week, the van still smelled of smoke. So, we inquired what the next step was. They informed us that it was past 5 days, so the car was ours or pick out another one. They had one other van that was exactly like ours, but it was $1,000 more expensive. They would not lower the price. The GM was very rude and condesending. I was a female, by myself, who lived 2.5 hours away, so they believed I had no other choice and they were trying to "bully" me. After much arguing and a call to Carmax Corporate, we were able to get our money back and I was happy to take my business elsewhere. read more

I'm 71 yrs old and have purchased hundreds of car and trucks, I must say, Carmax ( Cathy Ignizio especially ) was the most pleasant experience I've ever had. Not only did I get the car I wanted, I got it at a fair price. I couldn't be happier. No pressure, no hassle, I even got more for my trade in that KBB suggested. Great people to deal with. Very thorough, on time, fair price. read more

By far the most unprofessional experience I ever had, I've had my car for 3 and a half months and already needed my battery changed and rotors and brakes fixed, I'm usually reasonable and didn't mind until they refused to fix my rotors and brakes, I visited the repair shop twice while in warranty and all they did was lubricate my brake pads to stop squeaking which only works temporarily. After continuous issues with my brakes I called and demand that they are replaced because at this point I'm losing money taking time off work to tend to this issue, I was sent to a trusted 3rd party mechanic of CarMax because the Henrietta didn't have service openings for close to a month. There the 3rd party mechanic (who they sent me to) explained I had rusted rotors and worn down brake pads that needed to be replaced and cleaned which they were willing to do, but The service location in Henrietta refused to pay even though that's where they sent me. So for the third time now my car isn't fixed. I bring it in again after speaking to a rude mechanic who said unless I bring it in the cars issues won't be fixed because they aren't paying the 3rd party. Fine!! I bring it in a fourth time, now the frustration is there and I'm a unhappy customer which I explain to the Henrietta locations store manager (Adam). Adam spoke with me and said he'd make sure they'd address all my concerns, Didn't happen! and when I spoke to him a second time he said the mechanic couldn't hear the squeaking which it isn't hard at all to initiate, I told him I have a day off and even though the service mechanics aren't in on weekends I can at least bring it to show him the noise I'm hearing, he told me he isn't wasting his time coming out to hear a noise, I explained how unprofessional it was of him and how it's my 4th f*****g time bringing the car in and that's really the only point in time he engaged in the conversation saying he's not helping me because I cussed, The store manager is immature, didn't care about my issues when I was not upset, and damn sure didn't care when I was.. Adam Doesn't deserve a job in sales, I manage in sales as well and do really well and if I performed like Adam, I wouldn't have a job because Customer Care actually matters in my line of work!! read more

What I appreciate about CarMax was that I could search a huge inventory of cars nationwide and have it shipped to Rochester for a trial. The car arrived, I tested and loved it, and then wanted to sell them my car. Their offer was lower than I wanted (which is why I didn't give a 5-star rating), so I sold it to a competitor and came back to buy my car. The process was smooth and when I discovered a couple of items needed to be replaced - back brakes were squealing - I brought it back and they replaced them as part of the 90-day warranty. Salesperson AJ is terrific! read more

I have had my car a year and some change now. I purchased the 75k warranty. I got my car at 45k and still paid full price for the 75k warranty.. Whatever. Back in October of 2019 when my car was well under warranty, I made a complaint about my oil consumption and lack of acceleration... That was about 10 months after I bought the car but did notice from day one, that my engine burns through oil more than any other car I've owned. I brought this to their attention along with my brake light that has gone out 5+ times since I have owned the car (brought it to them 2 or 3 times to get it replaced and replaced it myself the rest of the times).. So they got me in, in October and did a look over my car. They stated nothing is wrong with my car and I have no oil leak and no oil problems and my car is just a GDI engine and consumes more oil than normal.. Me not being experienced with GDI engines.. I took their word for it. Flash forward to January of 2020, I pop in the store and state I think theres something really wrong with my car because I just had to put 2 qts of oil in it and I just got my oil changed a week or two prior. They again brushed me off and told me nothing was wrong with my car. I again think Im just being paranoid and take their word for it. Now in May of 2020 my check engine light comes on.. I am over my warranty by 9k at this point. I bring it in and they messed up my scheduled appointment and couldn't take me that day so they sent me over to Gladstone, their brother shop. Within ten minutes of my car being in the air, the mechanic states its my converter and I have over 4 pounds of oil (psi) in it which takes years to accumulate and I've only had the car a year and some change so it was prolly an issue before I bought it and became problematic after my purchase and it will be $1500 to replace.. and that was just the cost of the part. I called CarMax for them to see what they can do considering I brought this to their attention back in October and a couple times after and they misdiagnosed my car each time. I was polite, I explained my situation, I explained my concerns.. They still refused to work with me or stand by their work and hold accountability for misdiagnosing, Also did not reimburse me my money back for the misdiagnosis. So now I am facing a hefty bill all because they didn't know what the issue was when it was under warranty. I am truly disgusted with how this was dealt with. I am extremely disappointed in the manager Adam, who did nothing to help make up for your company's wrong doing and denied me my records of receipts from previous visits and gave me a fake number to headquarters to file a formal complaint. Got upset when I called my grandfather to see what all my options are because I needed to know what they were because clearly Adam wasn't going to help me. Told me he wasn't "going to argue with me" when I literally was just asking questions in a non confrontation way about why I cant get my receipts and he also kept my receipt from the brother shop stating it was my converter. His demeanor when I first showed up was professional and told me theres nothing that he can do for me and his demeanor switched up once I told him CarMax needs to take accountability for their negligence and make this right, he became dismissive, rude and unhelpful.. Tried to hide in back rooms to avoid having a convo with me as I try to understand their logic. Im just completely drained of this company and how they treat people when you first buy and how they treat you after you buy. Night and day difference. I already filed formal complaints to BBB and the attorney general. I also have someone from corp (after I had to google the real number) reaching back out to me today. I hope they can make this right, as they should. I referred three people who bought cars here. I truly regret bringing any business to this CarMax, mine included. Adam (manager), find a new job.. One where you don't have to interact with the public in any way shape or form, because you're terrible at it and rub people the wrong way when they are already in a messed up situation that your mechanics caused, you made it that much worse when you could have helped, especially in a time like this. Shame on you. I hold people and businesses accountable to the fullest extent, especially when I spend money. Hope you have a change in heart and fix my issue like I asked you to back in October 2019, if not then I pursue other ways to get my issue corrected. If I could give this place negative stars, I totally would. Phil was cool tho. read more

My experience was enjoyable until I had to deal with the manager, Paul, at the Henrietta NY CarMax. I shipped the truck in from Lancaster PA for $200. No problem. I then had to drive 3 1/2 hours to look at the truck and determine if I wanted to buy it. I arrived and decided I wanted to buy it. It was a Saturday. I needed to the next business day to get insurance. Paul would not hold the truck even though I offered to leave $4,000 as a down payment to hold it. What unreasonable business tactics. I was lucky and no one bought the truck before I could get there with my insurance. One good thing was my sales agent Dionesis who was wonderful and helpful. Paul needs to go. He doesn't know anything about making a business deal with someone obviously ready to buy providing unneeded stress. That was truly unreasonable. read more

I have to hand it to their customer service and responsiveness. Carmax is trying to break the image of the stereotypical used car business by being transparent and ethical. They rectified a recent miscommunication about my car appraisal by reaching out to me immediately and making everything right. Johanna, the sales manager, was non-defensive and extremely affirming and made it clear that Carmax is all about doing the right thing. Much appreciated and a pleasant surprise. I would not hesitate to recommend the Rochester/Henrietta Carmax to my friends. read more

Trade in calculation is way out of line with Kelley Blue Book, NADA and Black Book. I was insulted by the trade in appraisal. I would steer anyone away from Carmax who is considering trading or selling a car there. read more

From the start to finish,we felt like we where just a number, instead of a valued customer. Had to deal with 3 different salesmen, 2 different used car managers. Had to get the customer service department involved. Nothing was ready when we showed up for delivery. Delivered with open recall. Delivered without checking all fluids. I added 5 Gallons of DEF(diesel emissions fluid) had no washer fluid, I added 1 gallon. As of yet not one of the 3 salesmen has called for a follow-up. But we do love the truck!! read more

We had a great experience with this Carmax. They met and exceeded our expectations. We got a beautiful car at a great price and we couldnt be happier! I would definitely buy from them again as well as send my friends and family to see our salesman Adil. read more

We drove over an hour from syracuse to purchase our BMW x5 from the carmax in rochester. They were so friendly and efficient from the moment we walked in the door. It was as if everyone was going out of their way to make our experience a positive one. We ended up having a few minor issues with the X5 after we purchased it but they again went above and beyond to fix it and make it right. I would highly recommend them to anyone!! read more

Amazing customer service! Got more than I wanted for my car and they were quick and efficient. They even opened up early for me in the morning so I could drop off the car and catch a flight. Highly recommend! read more

This place is huge rip off i paid 450$ to transfer one of there cars from NC to Rochester NY. THE. BMWZ4. Had. Oil and anti freeze pouring. Out of front of engine. So i refused the car. They wont. Refund. My 450$. I transferred a. Bad car. Im calling my. Lawyer. About this on mon. They. Are. Very. Sneaky. So plz. Ck every out. Before you get ripped off. They also have. 800. Plus complaints with. BBB. PLZ. DONT Get. Rip by them . read more