I took very good care of my 2019 stick-shift hatchback, inside and out, that was on its way out to be substituted by a more family-friendly vehicle. Low mileage too. Before selling, the car was generally clean and vacuumed, but not detailed. When I filed to sell the vehicle with CarMax online, I felt like the top-rated self-appraisal "like new" condition was the most accurate, even though there were the tiniest blemishes on the vehicle if you really looked for them. I was very happy to see that CarMax, after looking at the vehicle in-person, evidently agreed, since they told me they would buy it for the online appraisal estimate price. The process was very easy and straightforward. read more

Horrible experience at the service department. One of the agents was disrespectful and unconcerned. I recently bought a 2025 Hyundai Elantra. In less than two months, I started noticing the steering wheel vibrating when I was driving at high speed on the highway. I took it to a mechanic, and he told me that the tires were cupping. I called Carmax customer service, and we set up an appointment. I showed up at the place right on time. The guy in the customer service department couldn't find my name in the appointment list. Later, I learned that they've set the appointment at the wrong location. I tried to set a second appointment, but the guy behind the desk told me that there would be a fee charged for the diagnosis. I told him that this seems like an inspection issue, because the cupping tire issue is not something that could happen in a period of two months. But the guy behind the desk seemed completely unconcerned and didn't even bother to listen. I could tell he was clearly trying to get rid of me so he could go back to his things. My car is less than one year old, and I have only driven it for two months, and I am already spending money on it. read more

Bought a car here in May 2026 that has given me trouble since day 1. They did work with me in the first couple weeks to continually bring it in for service, but they are impossible to reach by phone and their response times are slow, so actually getting work done takes far longer than it needs to. I purchased Maxcare, so I'm hoping that ends up being worthwhile in the long run, but time will tell. I will not buy a car here again. read more

I offered to sell my car. Robert Dicarlo helped me and was polite. I feel like I got a fair deal. Afterwards you have to go to the Business Office to do the paper early. They told me it would be around 20 minutes to wait. Finally, they got to me after 45 minutes or so. I signed the paperwork with Tameem. Then I remembered that I forgot to check something in my car to see if I kept anything there. He said it's too late and that it's a liability issue to let me quickly check the car to see if I forgot anything. A liability issue? Yeah right. I told them it will only take a moment and they can come with me. He still refused. Some woman there said she doesn't have the key. Well it would only take a second to go get it. Then Tameem said I would have to wait for 20 minutes. Then 20 minutes later Tameem finally took me out to the parking lot and said, "let's see if we can find it," as if there is a possibility they might not be able to. I opened the door, got some important documents from the visor and that was it. If this was a liability issue, then why did he finally let me check my car? It's not about control. It's about providing good customer service. What I was asking for was not that much at all. Then when he shook hands with me, it's like he was trying to crush my hand. A firm handshake is one thing, but what he did was totally unnecessary, very unpleasant and cancelled anything positive he had done. I don't know what he was trying to prove. They provide you with a ride home by calling a Lyft and paying for it which I thought was good. read more

Complete failure in basic customer service. Staff was rude and untrained. Wait times were too long, and cars were overpriced.

I bought a car at CARMAX 3 weeks ago from the Dulles Virginia location - but it almost didn't happen after I did all the homework that was required on MY end (i.e., filling out all the necessary forms for the purchase. I was paying CASH for the car so no financing was involved). The transaction was cancelled at THEE LAST MINUTE due to someone at CARMAX dropping the ball. After promising me the car I wanted, they all of a sudden CANCELLED the purchase, giving NO REASON for the cancellation! I only received a text message with NO EXPLANATION. When I called the number listed for the Dulles store, there was NO answer, & when I left a message, no one called me back. It took 4 MORE CALLS & several messages to that number to get a live person to call me back. It took me 6 calls to that ONE COMPANY NUMBER to get someone to respond to my request on how to purchase a spare key. I was not given a TITLE to the car, & that took several more calls & emails before someone wrote that they would submit the paperwork TODAY to start processing a new TITLE. I FOUND OUT FROM A REAL DEALER THAT THIS SHOULD HAVE BEEN DONE IMMEDIATELY AFTER MY PURCHASE, NOT 3 WEEKS LATER. There is NO communication between departments at CARMAX & absolutely NO accountability at CARMAX. EVERY LOCATION of CARMAX in the COUNTRY & EVERY DEPARTMENT & EVERY EMPLOYEE in the company has the EXACT. SAME. PHONE NUMBER - the only one that's listed on the CARMAX website. Next time I want to buy a car, I'm going to go to a REAL DEALERSHIP that provides REAL customer service!!! read more

I came in with a 3:30 appointment to sell my car, but apparently having an appointment means very little in terms of how long the process will take. The employee at the desk told me they were very busy and that it was going to take a long time. When I simply asked what the point of making an appointment was, he immediately became defensive. What really made the experience unacceptable was when another customer decided to get in my face over the situation. Rather than de-escalating things, the employee actually thanked the customer. I then asked to speak with the manager and requested an apology from the employee for how the situation was handled. That request was denied. I understand businesses get busy and appointments can run behind. What I don't understand is treating a customer poorly for questioning the delay, especially when they took the time to make an appointment. The way the situation was handled was completely unprofessional and turned what should have been a straightforward transaction into an unnecessarily unpleasant experience. read more

Unfortunately, my experience with CarMax was very disappointing. The vehicle had ongoing issues, and overall I felt let down by the purchase. I expected a much better experience. read more

Overall, good sales experience! However, I'm disappointed. Rarely are calls answered and not good with follow-up. After a week, I'm still waiting for a return call about my vehicle. read more

We sold them a vehicle, and we had to wait for an hour just to receive the key from them. There is only one person working in this department, and unfortunately, they are very inattentive to their customers and show very little concern for customer service. read more

I bought a Lexus car from this location. When I took my car to my normal mechanic to get the tires rotated, they said the car was missing the key to take off the wheels (this is a safety feature of Lexus). I called carmax and asked what they could do and they said...nothing, there's nothing we can do now. So they are selling cars that you can't take the wheels off. Cool. read more

We had an excellent experience at CarMax, thanks to Ali in sales! We came in with a trade-in and were also purchasing a vehicle, and Ali made the entire process smooth, stress-free, and enjoyable from start to finish. He was knowledgeable, professional, and took the time to answer all of our questions without ever making us feel pressured. The trade-in process was straightforward, and he helped us find the perfect vehicle that fit our needs. His communication and customer service were outstanding throughout the entire experience. He took the time to inspect every tiny detail on my purchase and addressed some imperfections & paint chips to the GM. The GM, Cena, was extremely friendly and kind, and addressed all of the chipped spots and agreed to have the parts repainted and restored for us as a courtesy! If you're looking for a hassle-free car-buying experience, we highly recommend working with Ali. We couldn't be happier with our purchase and the level of service we received! read more

recently bought a Genesis GV70 from Carmax and realized they left one of the vehicle identification tags on the Nappa leather dashboard and it left a permanent imprint. I brought it to the service department's attention to resolve the issue and they ruined the leather using a buffer. The service department manager said "it's meets Caramax's standard" and refused to replace the dashboard they ruined. DON'T EVER BUY FROM CARMAX read more

David Lee is the salesmen you want. Professional, courteous and patient. 3rd purchase from this CarMax. A++++

I paid a $650 transfer fee to have a vehicle shipped to this CarMax location based on a specific quoted out-the-door price. Throughout the process there were repeated communication and process failures. The "hold" on the vehicle disappeared twice while I was out of town, and I was not notified when the car arrived. I had to discover and correct the issue myself both times, and staff at other CarMax locations ultimately helped fix what this store could not or did not resolve. Despite those disruptions, I proceeded with the purchase and traveled an hour to the store at my own expense based on the original price. Only at the delivery desk was I told that CarMax Dulles had increased its dealer fee and the out-the-door price would now be $300 higher than the price I relied on when I paid the transfer fee. CarMax Dulles refused to honor the original price, and also refused to refund the transfer fee. Afterward, I spoke with CarMax Customer Relations. The first representative I spoke with expressed concern about how the situation had been handled, particularly the price change being disclosed only at the point of sale after I had already paid to transfer the vehicle. The company ultimately chose not to review the store's role in the events leading up to the incident, but it did refund the $650 transfer fee. I understand that pricing and fees can change, but presenting a higher price only at the final step of the transaction--especially after someone has paid a transfer fee, relied on a quoted amount, and incurred travel costs--is not fair or customer-focused. My experience here was extremely disappointing, especially compared to how other CarMax locations handled things when they stepped in to help. read more

Went in with a specific minivan in mind to purchase, and Kevin made the process so painless it didn't feel like I was buying a car! He was attentive, friendly, and thorough and had a very client-focused approach. Very impressed. If I ever need to make another used car purchase or refer a friend, Carmax at Dulles will receive my recommendation. read more

My wife and I took her 2008 Nissan Titan in for a trade on 8/24/24. They matched the online offer my wife had. We had previously looked up cars and knew which ones we wanted to test drive. The salesman was very polite and courteous. Both of us were able to drive all three vehicles. They were patient with us while we made our decision. They gave us space when we asked for it. We did a joint application for financing, it was very easy, straight forward. We were given several options, my wife picked the option she liked. The salesman did not pressure us at all. We were very pleased with the whole process. I do recommend making an appointment to get a car evaluated. We had an appointment but we were late, but nonetheless it all worked out. read more

I am pretty upset... I was shopping online at carmax.com when I filtered my search by "Sport cars". You can imagine my disappointment when the first result is a Mazda Miata. Absolutely unacceptable. Fix your criteria Carmax. read more

No negotiating pricing leaves them mostly on the higher side in pricing Good inventory, but the stores are huge , make sure you make a reservation ahead of showing up. read more

1- they sold me a lemon car with several mechanical and engine problems. i returned it for a different car within 10 days. 2- the second car came with visibly rusted brakes and rotors. i still bought the car and told them to fix it at no expense to me. They "fixed "it. 3- after repair i immediately noted brake grinding and rotor damage. I promptly tried to call in and get it fixed. over the course of a month, 22 unreturned calls, 3 voicemails, and 6 emails later, i finally got a service appt to fix it. 4-when explaining the issues i've been facing with carmax, jennifer the service advisor is very patronizing- as she makes "calm down" motions in front of me and does some weird antagonizing breathing exercises at me. additionally, she does nothing in a timely manner, whether it be return phone calls, answer emails, or get me a supervisor when repeatedly asked. my car has now been there for 6 days.... for a brake job. if you are looking for a car, you'd have better luck with the shady used cars salesmen in the corner of a run down town. do NOT trust this place. if you are going to run a high volume car "mall", have efficient employees, and ensure your products are at least reliable- especially when they have under 30k miles on them. read more

Selling my car. Offered lower prices than several local dealers, where I ended up selling. Staff was helpful, but it's a long drive. It was useful in giving me a baseline to negotiate up from, but that's about it. read more

NIGHTMARE--start to finish, online as well as in person a complete disaster. I originally planned to test drive after paying to ship the car closer, but when that didn't work with timing, I switched to buying it outright and having it delivered. So I specifically confirmed payment options ahead of time (ACH), which becomes important later. Because I had a temporary license (still valid, just waiting for the renewed copy in the mail), I was eventually told delivery wasn't possible and I'd need to come in. No worries--I kept my original test drive appointment and traveled an hour to get there. When I arrived, I was immediately pushed into signing paperwork and transferring money--no mention of a test drive. The salesperson kept disappearing, bringing back more documents each time. When I asked about the test drive and mentioned I'd like to look at jeeps too, the guy brushed it off saying "You have an express pickup, it's a beautiful car, you can return it in 10 days if you don't like it." I pushed again and was ultimately told no--it would be "inconvenient" as the car was being cleaned, he'd have to tell them to stop, and I wasn't scheduled for it (I checked online again, I was). I should've left here- but I'm an hour metro away and needed a car so I tell myself weird but whatever, there's a return policy. I initiated the ACH transfer--only to find out there's a limit below the car's price (directly contradicts what I was told on the phone). Guy says I can pay the remainder with debit, I said ok but all I have is Amex, he said that was fine so I finish the ACH--great, except I get to the payment office and swipe, only to find they don't accept Amex. At this point I'd already paid over half the cost for a car I hadn't even seen. He then suggests I walk 20 minutes to a target to withdraw $14,000 in cash, or withdraw $1,000 fourteen times because I said I have a $1,000 limit. After ~45 minutes of back-and-forth with managers, they "figured it out" and moved me to another desk with a different guy (other guy is never to be seen/heard from again, I guess he gave up on the commission). There, I discovered *all* the paperwork guy 1 filled out was wrong--address, state, everything. It got so bad guy 2 turns the monitor and I end up typing my own info into their system. Multiple managers kept dropping in with conflicting or incorrect documents (including telling me I got a huge tax break switching states, but it was paperwork for the wrong car. My information- different car). Finally, after triple checking the title will actually be in my correctly spelled name, we finalize everything: and he asks me how I'd like to pay. WHAT. We go through all the same options, I explain I've already done this, and he says I'll have to leave without the car and come back the next day with a check (he's very adamant I get the check to them ASAP). I asked about financing the remainder to be able to take the car and simply paying it all off the next day to avoid interest. He agrees and enters my info with no proof of employment, obviously it got denied, then told me financing "wasn't an option" because I'm a bartender. I'm not being overly sensitive that's verbatim. I insist he enter my actual income--it gets approved. Note every time you apply it drops your credit score. Four hours later, I finally paid and signed everything. I then saw the car for the first time. Guy 2 immediately sets the alarm off, I'm left alone in the garage while the he keeps running back for documents he forgot/ bringing them out for me to sign on the windshield, and after another ~30 minutes I'm told I'm good to leave. As I was driving off, the salesperson asked for a positive review and casually mentioned there's a tracker somewhere in the car that they couldn't find--"just toss it if you see it." I genuinely cannot imagine a worse experience- if you can believe it these are just the highlights. I would have paid significantly more elsewhere to avoid this, and I fully expect something in the paperwork to come back and bite me. For that reason alone: go literally anywhere else. read more

I just recently purchased a vehicle here. This was my first Carmax purchase experience. I decided to go with them because I have family members who have had good experiences with them in the past. The organization was easy to work with, and I was able to get a vehicle shipped from another location within a short amount of time. My sales person was Shama and she was very experienced and helpful and patient. Before completing the purchase, I took the vehicle for a test drive. It looked and performed just like the description on the website and the application. And while we were completing the paperwork for the sale, they filled up the gas tank and re-washed the car because it got a little dirty on my test drive, lol. Highly recommended. read more

CarMax - Here I am with my 2021 Lincoln Corsair. - Used Car Dealers Near Me - Sterling, Virginia

Subsequent to purchasing a 2020 Nissan Sentra, a warning light was displayed. I called an 800 number for service and received a message on my cell phone number two weeks later. When I repeatedly attempted to contact the service representative at the number provided, I was unable to get through. In my opinion, you will, in all likelihood, have a good experience purchasing a vehicle through them, however, should subsequent maintenance be required, reliable mechanical services not associated with CarMax will be needed read more

First time buying a car with CarMax and it was a very straightforward and smooth process. I found a car I was interested in at the NJ location and paid the $100 to have it shipped to the VA location (very convenient and reasonable price).. Within a week the car had arrived, completely the quality inspection, and was ready for the test drive. I ultimately ended up purchasing the car a day later and once again a smooth and timely process. read more

I purchased a car from this location a few weeks ago. The purchasing process went smooth and I have no complaints there. However, my engine light turned on due to faulty gas tank sensors about a week after buying the car. I tried multiple times to call and get a hold of someone at the service center to schedule an appointment, but every time I called I was sent to voicemail. I left several messages and gave them ample time to get back to me before I had to give up and call the Potomac Mills location. Of course the Potomac Mills location picked up right away and was able to get me in a day later! Maybe save yourself the headache and don't go to this location! read more

When we first walked in we already waited a half an hour just to test drive one car. Then when we got back we found out out sales associate was leaving in 10 mins. So we decided to wait for another one 40 minutes later no one called or even came up to ask if we needed help. It just felt like we ended up being ignored. read more

YOUNG BUYERS BEWARE!! I'll start by saying the one star is because my son said the woman who helped book his appointment was, "very professional and great". Unfortunately, it all went downhill from there. My 18 year old son showed up at 728pm for a 730pm appointment to text drive a vehicle he had shipped to the Dulles CarMax. He was told someone would be with me in less than 10 min, but he could go out to the lot and look at the truck as it was unlocked. He went out and the truck was locked so he looked at a few other trucks while waiting. One hour later he went back to the front and was told it was too late to test drive because they closed at 9pm. The next day, he went back as a walk-in and was told it would be 30 min. Once called, the rep said, "when are you ready to buy, you've test driven a lot of vehicles." He explained that a couple of months ago he was still trying to decide which truck he wanted and now he was ready to buy. He was told it was too busy and he wasn't allowed to test drive. I believe they took a look at his age and DISCRIMINATED against him thinking he didn't have the money and was wasting their time. Little did they know he had plenty of money and they've now lost our business. We have at least two more vehicles to purchase in the next four years and it WON'T be through CarMax! You will respond with some BS about being sorry and to call some number where I'll be on hold for 30 min to get no where. Typical! read more

CarMax - Here my son after purchasing his truck NOT from CarMax! Treat people equally! - Used Car Dealers Near Me - Sterling, Virginia

So glad I did not see the low score here before I went in to sell my car - I had a flawless experience! I upgraded earlier this week to a new-to-me EV, and as soon as I felt satisfied with that purchase, submitted appraisal requests for my 15 yo/low mileage car at 3 popular used car resellers. Carmax's offer was the highest of the 3 by a couple $100s (and double that of the lowest offer) so I booked an appointment there and crossed my fingers they would not knock more than those couple 100s off the price. As soon as I checked in I saw my keys whisked away by one of their techs, and within about 20 minutes I had confirmation my appraisal value was good to go. Another 45 minutes or so of on-and-off waiting & paperwork and I was out the door with check in hand, mobile deposited a couple hours later into my bank account. Could I have gotten a bit more $ with numerous hours more of work? Almost certainly. But I just wanted an easy - but fair - solution to get rid of my old car, and could not be more impressed at how seamless everything was. I will definitely keep Carmax at the top of my list next time. read more

4 years later: great reliable transportation. No major issues. A little pressure on buying the warranty that I could have lived without.

Had an excellent experience with Carmax service and their basic warranty. Purchased a car in late January - the fourth or fifth we've bought there over the years. About a month later, the car's driver assist system braked suddenly and set off a dashboard warning that the system was no longer available. After trying the easier remedies without luck, I made an appointment w Carmax service at the Dulles store. The service advisor who greeted me noted right away that I was covered under their 90-day, 4000 mile warranty. He repeated back to me the problem I described, then asked if I needed a loaner. He had me checked in and out the door in a loaner in less than ten minutes, with a promise of a call later that PM. Around 1:30 pm he called to say Carmax would have access to the needed sensor calibration equipment that PM or the next day and would fix the car then. Sure enough, the next PM, around two, they called to say car was ready. I went back the next morning, turned in the loaner, and got my car, again in under 10 minutes. I paid nothing. Great job Carmax!! read more

Great experience selling an old used car here. CarMax's online offer was the highest of five I had gathered online. Once I arrived, they inspected my car and reduced the online offer price because the "check engine" light was on (it had turned on that very morning I was driving to CarMax to sell), but their price reduction seemed reasonable to me given the circumstances. Moreover, they said I could take another week to think it over, so I appreciated that they didn't try to pressure me into accepting the lower price on the spot. I ended up going with their offer anyway because it was still higher than any other I'd received. The sale process overall took about 1.5 hours from start to finish, but they kept me updated of the status throughout, so I didn't feel like they were ignoring me. I deposited my check the same day. The whole experience was efficient and transparent. read more

Do NOT go here to sell your car! They absolutely low-ball you for the most minor issues like negligible hail damage. Do not trust the online offer because they will appraise your perfect condition car for thousands of dollars less! I searched up my same car with same condition and mileage on their carmax website, and low and behold - they were selling the same car for $6,000 more (as-is condition) than what they wanted to give me for my car. When I mentioned this, they argued with me that they have to make money too. Yeah sure, low-ball your customers so you can make thousands off of both the seller and potential buyer of the car. We will not be coming here ever again. read more

Carmax appraisal was swift and organized. My experience was a pleasant one. No hassle pretty straightforward. Make an Appointment online then show up and wait in your car. Appraisal offer will be ready in about 10-15 minutes depending on how busy they are. The offer is good for 7 days. No more haggling once the offer has been made. read more

CarMax - Used Car Dealers Near Me - Sterling, Virginia

I bought my car last year. It was pretty simple, I test drove within their parking lot, went back the next day, gave them a check and picked up the car. The process was pretty simple since I was not financing the car. I did not trade in my car either. read more

First and foremost, I'm giving CarMax Sterling, Virginia, a one-star rating only because zero or negative stars aren't an option. I am incredibly dissatisfied with my first luxury car purchase from CarMax Sterling, Virginia. Since buying my Mercedes-Benz less than a year ago, I've faced constant issues, including simple malfunctions like the rear hatch not closing properly--something I pointed out the day I bought it. Despite six or seven service visits, none of the reported problems have been resolved. Each time I pick up the car, I have to show the service team that the issues persist, only for them to dismiss me once the problem temporarily resolves after several attempts. The sensors misfire, brakes engage without reason, and the doors struggle to unlock. The windshield wipers make a clunking noise as they hit the metal on the driver's side. Despite replacing them at my expense three times, the issue persists. While it may seem minor, driving through three states in heavy downpours with that constant noise significantly adds to the stress of the journey. To make things worse, I was given a loaner Mercedes from Tysons Corner that broke down with the same set of issues--further proving something is seriously wrong with these vehicles. I've now been without my car for weeks, forced to drive rentals or loaners, while still making a hefty payment on a car I no longer feel safe driving. Furthermore, I am an intelligent, well-educated woman fully capable of interpreting Virginia's lemon law. Without question, my car qualifies, having been in the shop three or more times within the first 18 months for the same unresolved issue. Yet, CarMax refuses to acknowledge this, leaving me either without a vehicle, driving a faulty loaner, or stuck with a rental I don't like and never intended to purchase. CarMax Sterling has been unresponsive, and it took legal threats and the promise of negative reviews just to get someone to return my calls. I've bought three other cars from CarMax Woodbridge with great experiences, but this has been a nightmare. A $65,000 car shouldn't spend more time in the shop than on the road. I would never recommend purchasing from CarMax Sterling. read more

I would give zero, if I could. They wasted 3 weeks of my time. I had a car shipped, from another state. They sent me a personal link, to track the status. Their website and the page they sent me both state that you can take a 24 hour test drive. I was told, on the phone, that as long as I had good insurance and was not an 18 year old taking a $50k car, it should be no problem. I arranged for a ride to their location, 24 miles from my home. As soon as I arrived, things were fishy. I was early and told to find a seat to wait, yet someone immediately was available. The salesman took a very long time to talk to the manager and seemed to be smirking when he came back and told me to take everything out of my hand, so I would not throw anything at him. They both refused to allow me to take the car and said the website was wrong and they have nothing to do with it. I had already filled out the paperwork at my mechanic's shop and intended to pay for the car when I brought it back. I was told that they have a plate problem and don't have enough plates to go around to let me take the car. The salesman and manager both wanted me to buy the car, without having it be checked out, and rely on the 10 day warranty. I told them I would never buy a car I don't have checked out and I would not start a loan process, which makes a hit on my credit, and then be stuck with trying to get a refund from them. I walked out, without the car, and told them both exactly what I thought of what they were doing. It's shameful. I demanded and received a refund for the shipping. fee I paid. I had my 2 adult sons with me, as they provided the ride. Neither could believe the garbage both men were peddling. read more

CarMax - Used Car Dealers Near Me - Sterling, Virginia

This is an update of a 5 star review I posted on 7/29/2024. I bought a vehicle from them on 7/29/2024. I still don't have the title! The title information they initially sent to DMV was wrong. Consequently, I received a title to a car that I didn't purchase! I've contacted them several times, but I'm not getting anywhere. Today I was told they haven't sent anything yet to DMV. Very frustrating! I still think they sell good vehicles at reasonable prices, but a lot of the staff leaves much to be desired. read more

Wish I can give zero stars. Carmax Sterling is quick to sell but when it comes to fixing couple issues takes them forever. So while at shop your "10 day exchange/return" is out the door. Should have known to "window" shop around first. Or at least check out other places. read more

I brought my car in perfect condition with no issues at all, but after their so called inspection, they suddenly claimed my engine was knocking, which made no sense because it was running just fine before; I didn't take their deal, and when I left, I immediately noticed the knocking sound myself, making it pretty clear that something shady happened while they had my car so if you're thinking of selling here, be careful because they might try to pull something on you too. read more