*This is kinda long but READ IT!* Also, the only reason I downloaded this app is to write this review. I need that to be known. Yesterday I walked into carmax to get my jeep appraised and was greeted by Madelynn who was the nicest. The store was so clean and everyone had a smile on their face. Scott was my salesman. Started off kinda funny because he called me while I was right next to him. Scott appeared to be very basic and boring so I was glad because I knew this would be quick! [i know, the worst!] but I was wrong. So wrong. To pass time we looked at other jeeps and I started to ask about his background and what brought him to carmax. Explained my situation and wanting to trade in but also wanting the best deal. I hate numbers... Scott loves numbers. I know nothing about car sales but Scott knows about sales in general. It's his third week at carmax. Interesting. Prior to carmax Scott was a big boss who sold and negotiated baller deals. My man! Told me all the ins and outs of dealerships [opposite to carmax] and what I need to know to get the most out of my truck. We talked about his wife, his family, his passion, why he loves carmax and the atmosphere, how thankful he is to have his job [he doesn't even need to work. Hate him] and meet the people he has. I won't get into detail about our conversations but I left the dealership with tears in my eyes and forever grateful to meet Scott. He owed me nothing but an appraisal and took time after he was off to explain how to make sure no car salesman ever screws me over again, how to further my career, and save. I left with notes, a much better attitude and confidence, and a new friend I will never forget! If you're ever shopping the lot, look out for him! He will throw a witty one liner at you and brighten your day effortlessly! THANK YOU, SCOTT! read more

Unless you have plenty of time to waste and you enjoy sitting in bumper to bumper traffic stay away from this place. With a supposed scheduled appointment the wait for a trade value on a vehicle was well over an hour. Got the same thing done at Ted Britt Ford in 15 minutes. Made my last visit to Carmax. read more

Be careful with your purchase and ask full disclosure on all car's history. Good selection and simple purchase.

NEVER again! There were some exceptional people at the Dulles CarMax. The business office specifically as well as the person who handled all the paperwork for signature. However, after the purchase, the salesman never returned my driver's license. Though the salesman drove my license to my house, he "found it" almost 2 weeks after the sale in the lost and found, after another CarMax employee searched the lost and found, stating they took everything out and could not find it. Also my social was somehow recorded wrong and the salesman kept asking for an additional copy of my SSN card, after everything required for the purchase was provided and acknowledged as provided. There were many things that just seemed "off". I and other members of my family have purchased other cars from other CarMax facilities and never had an issue. In fact, other CarMax facilities have proven a desire to excel. Avoid Dulles CarMax! read more

Carmax is a horrible place to buy a vehicle. I've delt with them twice and both times were a joke. I will never be back. Salesman was extremely rude and unprofessional. Couldn't sit still for even 5 mins. Consistently getting up and disappearing for 10 to 20 mins at a time. Wanted me to buy the car I was looking at on the website with out looking at it up close. There so called 125 point inspection is a complete scam. Finally after I kinda got an attitude with the guy I got to see the car. It was completely filthy inside. Had a very low tire up front. Was very low on coolant and brake fuild. This is the type of quality you get from them. Plus there vehicles are very very over priced . Some of them by several thousand. They also insult you with the amount they want to give you if you sell them your car. They offer thousands less then what its worth. All in all carmax is a scam. I highly advise shopping elsewhere. read more

The service here is awful. I would never but another car from carmax a simple body clip fell off and they could not be botherd to help me fix this piece. The service manger talked about all this and that made no sence to me.Stay away from car max good prices on car shabby service. read more

We just sold a car here, and the experience was really, really good. We had been to a Toyota dealership in Springfield who offered us $3k for it, and this place gave us $8k. We were thinking we should get $9.5k, but after two weeks of shopping around, it was clear that Carmax was giving us the best deal unless we were to try to sell it ourselves. They honored their quote for 7 days, and the transaction was so smooth. The salesperson wasreally knowledgeable about how to deal with tags, registrations, etc. All in all, they were pros and we will go to them again and recommend them highly. Don't be hesitant to go there; just be honest with yourself about the worth of your car (and your time), and you won't be disappointed. read more

Extremely frusturated with my experience purchasing a car from Carmax. I purchased my car on a Friday and as I was leaving Carmax, I discovered that my car would need to be looked at by service the following Monday. The first full week of me "owning" my new car I didn't see it once nor did anyone in service find it important to call me with an update or even return my voicemails when I was forced to call to inquire about the status of my new purchase. Apparently phone calls were being made to my boyfriend which is fine yet it is still inexcusible that none of my voicemails were retuned. Upon dropping the car off your service writer set my expectation and said to my face that as the owner of the vehicle I would be receiving daily phone calls. Unfortunately, he failed to call, much less return a voicemail when I repeatedly reached out to him directly. I trust you can understand that is is an incredibly frustrating situation to have to deal with because I was recieving no communication about what might even potentially be wrong with the car and what I might be needing to deal with as the new owner of this vehicle. This same service writer then did not once look me in the eye when I returned on Friday to pick up the vehicle. He quite frankly acted like a kicked puppy and which leads me to belive he knew he acted badly yet was simply going to do his best to continue to ignore me. It is a terrible way to conduct business and I can not imagine how this in any way is "the way car buying should be". Now in this past week I have had the opportunity to drive the car and get used to it and am discovering major issues with the radio sound and quality. I will now have to work through those issues on my new purchase and have zero faith that I have the support of the dealership where I purchased my car. So there goes your "5 days no hassle return" policy and my ability to address these issues because for the first five days my new purchase sat somewhere either at the BMW dealership or at Carmax. read more

I have purchased three cars from these guys over the years due to their honesty and integrity. One of the cars had an issue so I took it back during the first 30 days. Even though they didn't find the problem, they fixed it free when this problem occurred again several weeks later. I can't imagine buying a used car from any dealer (and deal with the unbelievable hassle and feelings of being ripped off) or an individual. These guys are honest and truly do the right thing for the customer. read more

We bought a car for my daughter's graduation from college. First, the car we bought was $2K over the blue book value. No negotiating the price. Be ware of that. Second, they give you 30 days warranty. Our mechanic reviewed the car and it had a leaky rear seal. So CarMax reviewed the car...yes, it has a rear seal leak. They will fix it. They have now had the car over 3 weeks...OVER 3 WEEKS SO FAR...and have not even obtained the parts needed to repair it. It's a $1K fix. They are repairing it for free but already over 3 weeks and it sits there...untouched. The customer service is awful. I will never never buy a car there again. I will tell everyone I know how awful this place is to deal with. Even when asking to speak with the manager, there is a run around. Unbelievable at this point. read more

Got a great salesman who was patient and very helpful. When I became visibly interested in a more expensive car than I came there to test drive, he did not start pressuring me. He held both, told me to take my time it was a big decision. I went with the pricier car, and everyone came in to tell me congratulations. Some of the staff who drive the same brand of car came into my room to chat and tell me how much I will love it. They gave me a compettive loan rate and everything was so easy. I would give it five stars except they bought my old car for a comically low amount - $25. They said it had a rollback. It was an old car with high miles and I probably would not get more than 300-400 bucks if I sold it on my own so it was almost worth them just dealing with it so I would not have to. But still. It was drivable and clean and the tires were worth more than that. If you want stress-free car buying, this is the place. If you want to save every nickle you can and wheel and deal prices (i hate that) don't go to Carmax. read more

First the good. I liked that I could walk around without a salesman and sit in any car, it helped me narrow down my search. Compared to my previous car buying experiences, it truly was no hassle. I also liked that I didn't have to go to the DMV. The bad? I left something in my trade in car (which I felt they offered me way too little for, but I did not want to have to sell it on my own so I took it). I called as soon as I got home and left a message and got no response. I called again, no answer. For 3 days I called and no one ever answered the phone. Today (10 days post purchase) I have a dead battery. Called the service department 5 times and never got a return call and no one answered. Not sure if after you purchase they put your number into their caller ID as sucker or what, but trying to get these people on the phone is useless. Once you purchase from them you are dead to Car max. My advice, go sit in the cars find one you like, then go to a dealer that answers their phone and actually cares about you after they take your money. I regret not returning my car in the 5 days. I do not look forward to dealing with them over the warranty on my crappy battery. Horrible, atrocious, absolutely the worst post customer service I have ever experienced. So much so that I took the time to post a review, and I do not like to review. read more

If I could give no stars, I would. This place gave me the worst car buying experience ever...I knew it was too good to be true. I went to CarMax in Sterling on the Saturday of Memorial Day Weekend and bought a Kia Optima. My husband and I selected a car that had many many scratches on it but it looked pretty good for the most part...We asked the car salesman if we purchased the car would all of the scratches be taken care of...he stated yes but let me get a manager to confirm....he brought out a manager (yet no one knows who I'm talking about now at CarMax) who confirmed that all problem/cosmetic issues would be taken care of...we even spoke with their buyer Alek who also confirmed that all issues would be taken care of as long as we made an appointment with their service department within 5 days of purchase....Long story short, we spoke with 3 different and asked them all if the problems would be addressed in order for us to make a purchase and EVERYONE stated that they problems would be fixed. My husband and I mentioned more than once to all parties mentioned above that if they could not be fixed then we did not want the car and would continue looking. They all assured me that the issues would be addressed and all apologized profusely for the fact that the car on even on the lot to begin with considering the chipped paint, scratches and ripped leather, but again everyone said the problems would be fixed and that we needed to document precisely everything that is wrong on the work order and to point everything out. So we proceed with the purchase and I make the appointment for the service department. I meet with a nice lady who does not look as confident that all will be taken care of but notes all of the problems and says her team with do their best and she also apologized for the condition of the car. She keeps me posted daily and then tells me my car is ready. I come by to look at the car and 85% of the problems have not been fixed yet I was told a supervisor inspected the car...Hardly any of the scratches were fixed so she keeps the Optima another night and says she will have her manager look at it and will get back to me tomorrow...We now it's tomorrow, did I get a call? No. So I call her and she says they fixed some of the problems but she knows I won't like it and so I should just return the car. I'm livid because I was promised by multiple individuals, two who claimed to be supervisors, that this car would be fixed and we would be on our way...Yet I was lied to by everyone. My husband called and spoke with a night time manager who said to him that they would fix the car and if it they couldn't, then we could return the car, no problems...BUT when I get to CarMax and speak to the same guy he then started back tracking stated that he didn't know if that was really possible because he doesn't make "those kinds of decisions, that guy works during the day."....Nice.....So I asked well wasn't that person here today, because that is who was supposed to make this decision today yet no one called me and updated me. Lots of back and forth, lots of him squirming and doing anything not to talk to me or give me any kind of definite answer and lots of him passing the buck to this mysterious manager who is supposed to call my husband and I tomorrow no later than 10am...not going to hold my breath. So now that I'm am exhausted with the whole thing, I am I wasting my time? Are they going to do what they promised as part of the sale or are they just going to tell me to give the car back and pick something else.....Cue the Jeopardy theme song....He says they most likely won't do anything and will tell you to give the car back if you don't want it....I am so mad!! CarMax presents themselves as upstanding salesmen, that they aren't these shady, sneaky, misleading salesmen and that is EXACTLY what they are. They all lied to me and my husband and we feel completely manipulated... I know this was long and I left out a lot more that could be expressed about the run around and lies but I wanted people to get the gist of my experience...Please think twice before you come here, my family bought 3 cars from them before I made this purchase and they treated my husband and I like suckers...Oh and the manager that told me that most likely there would not be anything else done to make the car in perfect condition stated that they will put the car back on the lot for sale... I said when you do, and the next person asks about all of the scratches, tell the truth, tell them that you are not going to do one thing to fix it, allow that person to make the informed decision that your co-workers robbed me of. Find a reputable dealer and avoid CarMax. read more

This was the absolute worst experience. Dropping off a vehicle for repair on July 2nd (forcing my way into the service center for an appt) and then picking up the completed car 4 weeks later on July 31st? Your team should be embarrassed. I purchased the car 2 weeks prior to the appt, and given my awful experience with a CarMax vehicle I purchased prior to this vehicle, I got smart and immediately took my new CarMax car to an independent dealer/mechanic to find any issues. Well, my mechanic finds a leak in the transmission cooler/heat exchanger. Does CarMax really complete a thorough review/inspection of each car prior to sale? From my experience, purchasing two cars from them, NO. Problems both times with condition of vehicle at sale. There's too few staff for the amount of cars on the lot, sold, and serviced. The math doesn't make sense. Knowing the price is appreciated, but then selling someone an insurance/service package and they have to fight to get a service appt and then wait a month to get their new car back for repair? Ridiculous. I will not recommend your service center and if asked, will happily share my terrible experience to prevent others from having the same experience. I may recommended your sales center, but as long as people know your vehicles may not be inspected as thoroughly as they should be. Way more cars than people working there. I don't blame the people working there, but the stress and time lost as a result of your business model is unacceptable. On top of all this, I had to call to get an additional set of temporary tags because my vehicle was gone so long I couldn't register it. You should be calling me and sending those out! Not the other way around. Additionally, I get a letter today the line items/costs in my contract are inaccurate. Now I have to fix that with your business office. The story never ends. I'm exhausted and unhappy. read more

This review is strictly for the service department. The sales department have been amazing in the past and we have only had great experiences from them, however, after this last experience with our most recent purchase, we are hesitant about ever going here again. We bought our Kia in February, but by June, we were having major issues. The AC went out, and the RPM meter broke. Then, we took it back because the fan would stay on even after we turned the car off for HOURS. Completely drained the battery and caused the car to die. When we took it in the VIN number didn't match what they had in the computer. They had to call the police to confirm and then manually enter the VIN. Then they still said they would take no responsibility, wanted to charge us $150 per hour of "running tests" even though the guy said it was most likely a communications wire, which alone would be $400. This has been insane and extremely frustrating. read more