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Here's What Customers Are Saying
Dr. Sheree Wiggins
I decided to bring my car into CarMax so that the appraisal would be the most accurate. I had already done one online and it expired. When I brought my car in, the appraised amount was actually MORE THAN what was quoted online so I am so glad that I decided to bring it in. On the day I had to turn my car in, everything went smoothly. However, the only problem I encountered was when I was sent am email about setting an appointment to turn my car in. It gave me the option of submitting my documents and all important information online to expedite the appointment. It even told me how much money I needed to bring with me that day. When I arrived, there was zero record of my appointment or documents. I'm glad I brought them with me. But the payoff amount that I was quoted online was almost $300 less than what I actually had to give them to completely pay off my car. I'm just glad that I had the money in my account. But if this feature isn't going to be used correctly, then it shouldn't be offered as an option. Otherwise, I would tell anyone wanting to sell their car to take it to CarMax.
Jenna Morris
I had a great experience buying my first car from CarMax. Donna was very helpful, listened to our needs and concerns and provided appropriate solutions and options. I chose a car, a week later decided it wasn't for me, returned it, and then left with the car I loved. There was no hassle or negotiating, it was very easy!
Jeff Shew
*I'm giving 4 stars now just because I purchased the vehicle today and haven't had it long enough to potentially experience any issues some of the less than positive reviews have mentioned. I may adjust if necessary* First the good to great - Great website and easy interface, very easy to shop for vehicles based on exactly what you're looking for. Very easy to go through the pre-qualification and setting up the vehicle purchase online. The website gives you an immediate sense of a very smooth and easy experience. At least in my case, the pictures of the vehicle were representative of what the vehicle actually looked like in person. Found a few imperfections and minor dings once I saw it in person, but I'm not expecting perfection in a used vehicle. Overall, the vehicle was in excellent condition and was clean. Also, the process on buying day was super simple and as quick as it could be using the Express pick-up option. Sales consultant Pouyan contacted me by phone before they opened, sent me his personal cell, and told me to let him know when I got there. Even though I got there 20 minutes before opening, Pouyan brought me in and he and a sales manager did as much of the work as they could before opening. I was out the door and in my "new" vehicle in less than an hour. Second, the not so good - The "no haggle" pricing is awesome for convenience and a less frustrating experience, but it also means you're paying more to way more for the vehicle then you should based on book values. I found this out when I tried to do some comparative financing with my personal bank and they wouldn't finance the purchase price even though they go as high as 120% of the book value. Ultimately though I had tired of looking for the vehicle to fit our needs and this one had the features and lower miles I was looking for so I agreed to pay more for the convenience. The other drawback is if the vehicle you are looking for is at a Carmax in a different state, they are going to charge you to ship it to Charlotte and that's non-refundable. So the $600 I spent to have it shipped would have been lost if the vehicle ended up being a dud in person (Thankfully it was not or at least to this point does not appear to be). What began as my most major gripe ended up being lessened by a very smooth experience at the dealership. I thought I would be able to do the entire car buying experience online as well as have the vehicle delivered saving me a 60 minute trip to Charlotte and initially that looked like the case. Then on the day I attempted to finalize everything, I was told they were requiring an "Enhanced Identity Verification" and I would have to travel to the dealership despite providing all of the information they had required and my credit score being in the excellent range. I attempted to get clarification on why I needed to do that, and that's when the phone tag and transfer game began even though I will say every one I spoke to was friendly. As I said however, the gripe on that part was greatly reduced when the experience at the dealership went so quick and smoothly. Overall from my experience so far, I would recommend CarMax Charlotte, sales consultant Pouyan, and sales manager (I believe) Danielle. The price points of their vehicles may influence if I purchase from CarMax again, but my experience there was good.
Alvin Mercadel
Great experience, great professionals! I actually bought a vehicle and returned it for another and things couldn’t have gone any smoother! Great place to buy a vehicle! Couldn’t be happier!
Samantha Herrera-Agudelo
Super upset, dissatisfied, overwhelmed and stressed with the customer service of this location. We order a vehicle from Orlando Fl. That was said it was in “mint condition”. To our surprise it had an accident. See photos attached. This dealership then sent us to Columbia Carmax location to have it “repaired” Columbia location buffed it out but unfortunately the damage did not go away. Columbia location had us look for quotes to repair it but Charlotte does not want to cover the repair cost. Additionally, it’s been over a month and charlotte has us driving illegally with an Expired dealer tag and they have not been capable of transferring our tag. To add to this nightmare. Nobody ever calls back, answers emails or have the decency to help us. Not even David the sales man that sold us the car. Customer service continues even after the sale. All the representatives just keep transferring our calls, leaving us on hold or having us waiting for call backs. At this point I will never buy a car at any carmax location. It’s clear that the company as a whole lacks employee customer service training.