worked with Donna Diani for a car and experience was wonderful. She took time to make sure it was the right car for my needs read more

The epitome of unprofessionalism, disreputable character, incompetence, laziness, and arrogance. Zero customer service. Only concern is getting your money in their pocket. You will not get what you pay for. Caveat emptor. read more

Bought a great car from Carmax, but their auto finance sucks. They don't let you pick your payment date. So when you buy your car, they don't let you pick, then if you want to change it, they give you rules. I've never had this problem before. Think twice before you buy from carmax, you may get a good car, but you'll be dealing with headaches for awhile afterwards... read more

I had a great experience! The moment we walked in the door, we were greeted by Kevin whom immediately tended to my car for appraisal! I didn't get as much as I'd hoped, but I got more than I thought! (I had been warned about how little they may offer). It was a '98 with body damage! We were in and out in less than 2 hours and got to look around on the lot which allowed us to actually get in the cars! It was a smooth process and very relieving! read more

I've read some of the less-than-stellar reviews of CarMax, but decided to head there (Sterling, Virginia) when selling our car. We did quite a bit of research to determine its fair market value before going. It was easy to make an appointment online and Parveen called us soon after just to make sure we had everything we needed. Bernardo shepherded us through the process and he was great, even though he was very new (it was his second week at CarMax). Then Candice helped us through the final transaction and paperwork. We were in and out in about 45 minutes. The facility was VERY impressive - big, clean, lots of soda machines and snack machines, restrooms, and free WiFi. Bernardo let us know what the steps involved would be and how much time each would take. They presented us with an offer, which is good for 7 days. It is no haggling, take it or leave it, and there was absolutely NO pressure for us to sell. The offer was $239 less than Kelly Blue Book, which we thought was very fair (we did have a scratch on the exterior door). Sure, we could have tried to sell it ourselves and I'm sure we could have made more than $15,000, but we understand that CarMax has to make some money on the deal and they offer a very convenient service, which is worth something (no personal ads to place and then waiting at home to wonder if anyone will call and once they do, if they will show up and if they are a serious buyer). We were VERY impressed and would go back there without hesitation. I have a car lease that expires in December, and they also will take lease cars (if the car's current value is higher than the buy-out price contained in the lease, you can actually turn a profit by going to CarMax). Our hats off to CarMax. read more

Sold a car here, but did not make a purchase here. Process was very easy and straightforward as advertised. Took about and hour and a half to get my car appraised. Was happy with the price they gave me, so I came back to sell it the next day. They were swamped when I went to sell since it was a Saturday, but after a couple phone calls, forms, and waiting for about 45 minutes, I was called to sign over and accept a check. Total selling process once in the back took about 20 mins. Very impressed and I will certainly check them out when I am in the market for a used vehicle. read more

This review is for selling my used car to Carmax in Sterling, Va. Bottom-line: The appraisal was $1,000-1,500 lower than Kelly Blue Book, which was the same story for a friend of mine who sold her used car to Carmax. Carmax told me they have the highest prices and I would get less at another dealer. I wish I had checked ... I will only go to CarMax as a last resort if I ever sell (or buy) a used car again. Time: On the web, I made an appointment for a weekday 10am appraisal (when they open) and received a confirmation. When I arrived, they appeared to be already open and I waited 15 minutes. At the accounting/finance desk, I had to wait 20 minutes to begin the process, because they only had one person available to close (10+ booths). However, by 11:30am they had 3 doing closings and I was done and out in 25 minutes. At 11:55am, I was able to leave = almost 2 hours vs. "45 mins". On the plus side, Carmax was clean inside and seemed to be run in a very business-like, aside from wait times. ( I did NOT receive a freebie for writing this review, nor connected in any way to the owner or employees.) read more

Car buying process was good, service department is the worst I have encountered in my entire life. Within the 30 day time frame I got a warning of low coolant. Luckily I was under the 30 day warranty and also had purchased the extended warranty. I called in the make an appointment on Thursday, the lady who answered was quit rude and informed me there were no appointments available until next Wednesday! Mind you if your car is leaking coolant it can ruin your engine so how can they expect me to drive the car. Well they said they would provide me a loaner which is good. Now Wednesday is here and they call and let me know it was just a faulty cap and it was under warranty and my car is ready. I asked when is the lastest I could pick up my car-8:30pm ok cool. I get here at 6pm at the service department I waited for like 5 min without being acknowledged, even though they saw me. Finally asked quite rudely how can they help me. I told them to pick up my car, then they told me to go to the business department which would help me. Now the infuriauy part, when it's my turn they tell me it's a 45 min wait, to pick up my car! My car is ready how is this possible?? It's already been an hour and 15 min and I'm still here. This will be the last time I take my car to be service at carmax. Absolutely ridiculous and complete waste of my time. read more

Service department is good...*IF* you don't mind waiting a week for an appointment. I called to drop off my truck for service and they had a seven-day backlog of appointments. I don't want to drive for a week with a MAINT REQD light, so I pay through the nose at the Toyota dealership down the road. I've bought two vehicles here, and will buy again. Other people complain that they get far under Blue Book value for their vehicle, but that doesn't apply to me as I run vehicles into the ground and donate the carcass to charity for the tax deduction. read more

Horrible service in the business office headlined by a manager named Gail whose lack of understanding is shocking. She ignores customers at the stand, doesn't look at you in the eye when talking and bluntly delivers bad news with the emotion of a doctor. This is my third visit to this location in an "attempt" to sell my car. I have now been waiting for over an hour and would definitely take it somewhere else if I had not already accepted the appraisal. Rest assured I will never be doing business here again however; do yourself a favor and don't make the same mistake that I did. read more

Not impressed at all. It can be a good place to look at various models in one lot. That is probably the reason I gave it 2 stars. I have purchased dozens of cars in my life and most have been between 1 and 3 years old. My advise is that if you are looking at domestic cars, Carmax may work because of the "No Haggle' policy, and you are not being swarmed (as much) when you arrive. I was comparing and looking to buy a Mercedes, BMW or Audi and wanted to look at several models at the same time. They had some variety but the quality of the cars were not as good as other dealerships. I saw one that had overspray on the inner wheel well and another car smelled musty. The prices are not "Deals" but I do think they are fair retail prices. The salesman was nice and told me that I could look online and they could transfer a car from another store. I went home and found a BMW that I wanted to look at from another local Carmax. I filled out the information to get Pre Qualified and received a call at 9:00 am that I was approved. Then we went ahead and had the car transferred to the Dulles location. I was given a notification that the car was being held and transferred so I waited for 2 days. When I called, and then checked online, the car was not in the system anymore. I can only assume the "glitch" is that is was sold at the local branch. Another car was held for me but it was not the color that I wanted, and also showed some road rash. After doing more research that night, I found that there were several Certified Pre Owned cars with the same or less mileage for between $500.00 and $1,200 less from BMW dealerships. When I purchased the car from the BMW dealer I even got a better rate through BMW Financial. My recommendation is to do the research and figure out a good price range to pay and go to the respective dealer. Especially the high end cars. If you want to feel like you are at a DMV, the Carmax experience may be for you. If you are in the luxury car market, you want to buy from a dealer because it adds to the whole experience. The experience includes low pressure, and sales people that know the products they are selling. My new 2015 5 series feels and smells brand new. BTW: I am not a snob. My daily driver is a 2002 Chevy Silverado with 280,000 miles while my family car is a Nissan Pathfinder. I do have a special place for German Cars and have owned several. read more

Sales team and business office were great. Service department is the worst! It's a shame I had to rate them so low based on this one department. Dropping your car off for the 30day repair service was such a headache. Lack of communication or transparency. Don't bother calling them after 3:45 because you will go straight to voicemail. They claimed that things were working 'just fine' when they actually weren't. They did provide me a loaner which I appreciated but then wanted to keep my car over a week while they waited to find a part FOR THE RADIO.... I understand they deal with so many different vehicles and need to order parts when necessary, but they could have informed me of the time frame, gave me my car back and called me back when the part was in. Instead I guess they figured it would be better just to hold my car for days and days and I wouldn't miss it read more

The buying experience was very easy. No pushy salespeople. I drove out with a Jeep. One happy customer. I really liked not having to haggle over the price. read more

Very easy process and David did a great job answering my questions and expediting the process do I could get to the next phase .... Buy a car! Comfortable waiting area, clean premises (inside and out), and attentive staff! read more

Sold my 2003 Volvo to Carmax and everyone was so helpful and friendly! I went through 3 different people here because I went on two separate days and they were quick and informative. Very happy with my experience! read more

I came to sell a car and went to the station to find out how long the wait was. The response was "It won't be long." I then asked, "Can you give me an idea of how long it will be?" "Not long" was the rude answer. I asked, "Is "not long" a half hour or an hour?" He responded, with "You won't be waiting that long.", almost in defiance and with a desire to show power. I then tried another question, "Can you let me know how many people are ahead of us?" He responded, "It won't be long! Are you in a rush?!" I was shocked and said, "Don't worry about it; I'll ask someone else." The person who I ended up asking looked at the screen and promptly told me that it would be about 40 minutes and we have 7 people ahead of us. Now for the clincher: The rude person is George - the Manager! WOW! The Manager is actually the one who set the tone of 100% nastiness. I am shocked that this is the guy that runs the CarMax of Sterling. I found the rest of the staff to be delightful. The Manager could learn a lesson from them and, possibly, leave a job that he clearly hates.... or maybe he just hates customers who don't look like him. read more

I bought my first car from Mike Sarioglu at CarMax on Friday! Great customer service and (so far) I love my car! Thank you so much!

I have had to return to Carmax in Sterling Va a few times because the original car that I bought turned out to have several mechanical things wrong with it. The service department took the car in to fix the problems no questions asked. I decided to just go ahead and get another car from Carmax instead of waiting for the first car to be fixed, hoping that there would not be any problems with the second car. Both of the sales associates that I dealt with were very friendly and helpful in explaining the many steps not only regarding the original sale but the process in getting the second car. I would recommend this location highly. read more

e purchased a 2011 Jeep Wrangler, December 2020. We had it xferred from Florida to the CarMax in Garland, TX; this was our first jeep purchase. We test drove it, and questioned how it was driving, and was told, "there is a big difference between driving a car and a jeep. So, the way it was driving was normal. OK. The day after purchase, we took it to a jeep specialist and had them look it over, because the ride was pretty rough and the steering was off. We were told the front steering stabilizer needed to be replaced, coolant recovery tank needed to be replaced and flushed. Called CarMax with this information and they were able to get us in within 2 days. By the time we got the jeep in, the steering was so off, it was dangerous to drive. We drove it over very slowly and with hazard lights on. Why wasn't this found in their 125 point inspection? 3 - days to do this work. CD player/radio stopped working. They had to send radio out of town to "repair" it - 9 days before we got jeep back. Once returned, radio and CD would stop playing and a popping sound would occur in speakers. This time, they sent our vehicle to Jeep dealership and had them order "new system" and install - 13 days. At this point, CarMax has had our new vehicle longer than we did. Next item, lots of rain in area and we can't figure out where rear wiper switch is. The one in vehicle does not look like one in manual or YouTube. We took the jeep back to CarMax and told them, we think the "arm" has been changed because it does not look like a 2011's per manual or YouTube. "Not possible, why would someone do that", is what was said to me. After that person and two of his coworkers, one being a mechanic, tried to figure out why wipers weren't working, we were told, "the arm was switched", and they would have to order new one and it would take a month for the part to come in from Jeep. Why weren't these areas identified and taken care of during their 125 point inspection? All of what I've discussed, should've been taken care of before we purchased it. Surely, wipers are a part of that inspection, and someone saw there was an issue with rear wiper. We've purchased several vehicles from CarMax, and the last two, we have had the above type problems. Meaning, issues that should've been taken care of before purchase, weren't. Now, we are having to go back and forth to get the work done!!!! read more

My experience with Carmax in Sterling Va was amazing! They made the experience extremely easy and fast. I worked with Akbar he was very knowledgeable and helped me ever step of the way. I have never used carmax before but I definitely will be using them in the future. read more

CarMax is by no means the cheapest way to buy a used car, but for me, it works. I paid more for my car than I may have elsewhere, but I got more for my trade-in than other dealers offered. The convenience was worth it. My salesman, Brian Kone, was terrific - friendly and convivial, and the instant I said "Cut the pitch and get to the numbers," he did! He was there at the appointed time for me to buy the car and never made me feel rushed, even though both visits were on very busy Saturdays. read more

BEST car buying experience ever! Our salesman, Mark Owji was great. He was knowledgeable, and not remotely high-pressure. But, he did assist in pointing out pros and cons to various vehicles we were considering. The other thing we really liked about Carmax is that they didn't play games such as"let me check with my manager" and hold you hostage, and make you waste an entire day - a sales tactic most other "traditional" car dealers use. Lastly, while the prices aren't necessarily going to be the lowest, they're fairly priced, and you get a vehicle that's been checked over, detailed, and if you're not satisfied you have recourse. Can't imagine buying a car anywhere else, now! read more

Checked in @ a little before 8am for my 8am service appointment...it's currently 10:12am and no one from the service team has updated me about my car...great service guys! read more

I found the perfect car online and worked with Brian Will at Carmax in Sterling to complete a transfer, test drive, trade in of my old car and cash purchase. In all, a pretty easy and low stress process. I am an experienced car buyer. I would shop there again. read more

This is my second time doing business with CarMax. I have enjoyed both experiences. As a woman, I prefer their no-haggle business approach. I would sell or buy a car with CarMax again. read more

My daughter needed a new car as her car died a week ago. We decided to go to Carmax as we had seen several cars online and wanted to check them out. We made an appointment to test drive a car ( you can only book one car at a time). Mark was our salesman and he couldn't have been more patient and kind with the 2 of us. We test drove 2 cars but we were able to look at 5 and decide which one was the one to test drive. She decided on a 2018 Honda Civic which had really low miles and was in great shape. The whole process was easy and no haggling about price etc. It was completed in about 2 hours total with all the looking and 2 test drives. It would have been less if we just test drove one. Mark was a very experienced salesman (but a no pressure guy as well). He told us he had been with Carmax for 19 years and he was retiring next month. I only hope Carmax sends him off with a great celebration as I'm sure we were not the only people he has given wonderful service too over the years. Thank you! read more

Best car buying experience ever! Quick and easy. Great customer service and our salesman Trivan was excellent. First time buying at CarMax and I'll definitely do it again. read more

We had a great experience buying a vehicle here. We are likely new lifelong fans! Service was efficient, pricing fair, great selection, and we got exactly what we wanted. read more

Yes, we don't get the best price when sell to Carmax but boys, it's such a great process and very straight forward about everything. I think there should be more business model like this in the auto buying/selling industry. read more

This is a review for the appraisal process only, I have not bought a vehicle from them. I thought the appraisal process went great and I think they quoted me a very fair price. It's actually the same exact number I had come up with after much research on car value websites and listed sales prices for the same vehicle. The person I dealt with was very nice, polite and professional. No pressure to sell it to them, price is good for 7 days. Overall I thought it was a very nice experience and they gave me a very fair value for my vehicle. read more

I have bought and sold 4 vehicles here at this point. I have been totally satisfied. Nichols is the best on the sales side. I just had my first experience with the service side of things. They had my vehicle for three days for warranty repair. They did a great job keeping me informed. My only complaint is if you have someone's vehicle for three days, you should wash it before returning it. The max care warranty I bought paid for itself in one visit. read more

The start of my purchase at the Dulles store was good. I took the car home, went to program my radio and found the touch screen didn't work, found several scratches in the front window and the rubber seal on the sun roof was damaged. I called the sales man and he asked that I contact the service department and they would handle it. So, I couldn't get a appointment until after my 7 day return time was up. Note, I only had the car a week prior to dropping it off. I drop the car off on September 29th and didn't get my car back until October 20th (over 3 weeks). The radio was replaced and I was told a new seal would be install in the sun roof but not the case as they attempted to glue the old gasket in place which pulled out as soon as I opened the sun roof. I was also told that the scratches in the window would not be addressed as it wasn't that bad and James told me we had to spend a lot replacing the radio and we're not replacing the glass because it meets our standards. I went to Car Max because I thought I would get quality service and a good car. I guess selling a car with a malfunctioning radio, possible leaking sun roof and damaged wind shield is how they do business. I guess they are okay with it. Make sure you look over the car very well if you plan to purchase here. Last thing, they want me to bring the car back to replace the seal that should have been done while the cars was there for 3 weeks. I guess they want to keep it another few weeks while they make a second attempt to fixing it. Damn, I just got it back and you need me to drop it off again. read more

I was really impressed with how professional everyone was. I decided to sell my car and the person on the phone was polite and didn't push me and everyone I met at the store was professional and friendly. They listened to me and sought to understand my situation. It is simply wonderful when a firm whose commercials depict them as nice and friendly turn out to be like that in reality. I am very happy with my interaction. Oh, and the price they offered for my car was fair, which also made me happy. read more

Everything started great. I decided to use CarMax because of a previous awesome experience at the Woodbridge, VA location. It is too bad I did not go back there as my experience at Sterling, VA was HORRIBLE!!!! In fact it feels like I was scammed. After settling on a car I had my rather large down payment wired directly to their account. They then claimed to have not received it and kept up that statement for four days! The business office personnel would not answer the phone and when they did they would not run a trace on the transfer using a universal tracking number. They refused to work with my financial institution that did my wire transfer as well. Then, at 9:30 PM on the fourth day I received a text from the salesman saying that he had great news and my money was received and he had no problem holding the car for another day. Yeah, right. When they opened in the morning I called and let them know I wanted my money back. Now I'm being told that it will take several weeks and I have to jump through all kinds of paper work hoops and waiting for them to submit the paperwork to some other location. Bottom line, DO NOT GIVE THEM ANY MONEY! Oh, and the store manager is a coward as she refused to return two phone calls. The store's assistant manager (claimed), Uriel, told me to just call the police. Really? At least if I was robbed on the street a person would have to put some effort into it. RUN AWAY FROM THIS SCAM HOUSE!!!!!! read more

This was the best car buying experience we have ever had. Talk to AL. He is polite, not pushy, very knowledgeable on the entire process and knows his cars. From selling our car to buying an updated car, we found it very easy to do. Highly recommended read more

I have bought several cars from this Carmax location only to be extremely disappointed on the last transaction. In October 2017 I purchased a 2014 Acura TL and actually had the car transferred in from another location. This car had chrome rims on all the pictures and the description however when the car arrived the chrome rims were switched out. Carmax claims they would never change the rims along the way however the rims that I now have on my car are defective constantly having issues with alignment and rotation, as well as peeling with the painted chrome falling off on two of the four tires. The older lady in the service department and her management treat me as if I am crazy and do not want to help me in anyway. The manner in which I am treated with such disrespect is absolutely terrible customer service and they've lost a customer in myself and I hope others in the future. read more

Bought my car 4 years ago from this place and just recently found out that my trailer hitch hookup doesn't work because Carmax did not disclose that the previous owner had done their own shoddy wiring to one of the rear tail lights. Not to mention that when I first got the car I scheduled an appointment with one person who handed me off to another rep who had nothing to say about the car I was test driving. Taking the Crapmax logo off my car was the most satisfying thing I've ever done. read more

Fair warning, this is rather long...but I want people to have a good understanding of the type of unethical business this Carmax is running before patronizing this establishment. Should you have any doubts, I encourage you to read the other reviews about this location's service center. If you're short on time, the key takeaways are: - After the first 30 days, Carmax's customer service becomes a frustrating and faceless experience, with little to no ability to address issues due to the customer having to interact with virtual representatives that do not have the authority to resolve complaints. - Make sure to request a copy of the "125 point inspection" performed by Carmax (or any other documentation on the condition of the car prior to purchase [if they will provide it to you]), and request record copies from any secondary sources that refute or contradict Carmax's inspection results. - Should you find yourself in an unresolvable dispute or unable to obtain responses from Carmax, a complaint with the Better Business Bureau (BBB) seems to be the only thing that gets Carmax's attention. Details: I purchased a Mercedes at the Dulles Carmax in March 2015. The car had a few minor issues that fell under their 30 day full coverage, and they took care of them, which was fantastic. A short time later, however, I noticed water dripping into the interior of the car (after rain, etc.) -- at one point, it got so bad that all the carpeting was soaked. I took the car to Mercedes Benz of Tyson's to have it inspected (I have a warranty with Mercedes directly as purchased through Carmax.) Mercedes indicated that the sunroof pipes (for water drainage) were badly clogged, and that this wasn't an issue that had arisen within the past year -- the car was sold to me with clogged pipes. They offered to fix it for a fee, but recommended I take it back to Carmax for repair first since they failed to clean the pipes prior to selling me the car. This began a months-long dispute with Carmax that eventually resulted in my having to come $1424.48 out of pocket to repair the issue, due to an unexpected rainy season hitting the area and my needing a resolution quickly. During the initial stages, my in-person complaints with Dulles Carmax's management (specifically, Craig and Scott) were met with complete disinterest and disregard. Carmax and I went in circles due to their refusal to provide records indicating Carmax had inspected the sunroof pipes prior to sale (which I was told would've occurred during their "125 point inspection"), citing "confidentiality"(?) reasons, and my refusal to now pay Carmax (at a rate of $112/hr) to do another inspection on the car to diagnose the problem (as I believe this would've resulted in Carmax finding themselves not at fault.) My paperwork from Mercedes was essentially dismissed outright, as Scott directly stated he "did not trust" Mercedes' technicians. Frustrated with trying to deal with Dulles Carmax directly, I attempted to file a complaint with Carmax corporate -- big mistake. All complaints filed with Carmax corporate are either immediately redirected to the original dealership for response (a detail about which Scott rather flippantly warned me), or are "handled" by a social media team that is like a virtual Oz and has zero decision-making power. The only good that came from my virtual exchange was that they were able to provide me a copy of the 125 point inspection for my car. Unsurprisingly, the inspection record did not indicate anywhere that the sunroof pipes had been inspected. If I knew then what I know now, I would've paid a little bit more and gone with a more reputable establishment. I will never purchase a car from Carmax again and recommend you do the same! read more

Carmax has sooooo disappointed me. I bought a car from them before and it was a GREAT CAR!!! For some God known reason, went back and bought another car from them. Took the car back for steering issues within the 30 days, and the Service Dept guy had such an attitude. I have never seen such a lack of caring about customer service! He actually suggested that I take it to the dealer so they don't have to honer their obligation of fixing any problem within 30 days! Dealer would have charged me $99. Sorry, Carmax, you need to do it for free!! read more

Got help from the auto repair department. I came in there needing to get my tires rotated and my oil changed. I also had a strange sound when turned to the right, I dropped it off and the job was done 2 hours later. When I got the car the sound was not gone. So i came back inside and told Michael. He was quick to stop what he was doing and assist me. He didnt charge me any extra and quckly took care of my issue. Would definitely come back read more