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| - My experience with CarMax has been a mix of really awesome and absolute crap. The best way to approach this review is separating departments and my experience with each of them.
SALES (5/5): I absolutely recommend Joe Memolo with complete certainty. Solid five stars for my experience with Joe. If you need to purchase a car (new or old), he's the best person to see! He is as real as it gets and will not yank you around. He's a thinker and great with finding solutions for you. Joe makes it happen. I have purchased three cars with Joe in the last three years for myself, my parents, and my fiance. He made each experience fun and most importantly, painless. The only reason I didn't purchase my most recent vehicle with him was because I received a better financing offer from another dealership. Ask him what you're looking for, what you want to pay, and he makes it that easy.
SELLING YOUR VEHICLE (4/5): I have sold three cars to CarMax because they have consistently given me the best offer for my vehicles. Plus, it's easy. They inspect your car, they give you a quote, and you either take it or leave it (the amount is usually good for a couple days or so). If you accept it, then it just takes a bit of time for the sales office to process all the paperwork. They aren't particularly quick, so don't engage in the process if you're in a hurry. Otherwise, great experiences and if you don't have a loan/lien on the vehicle, you receive a check immediately. The last car I sold still had a loan, so I just waited for them to send the funds to my bank and I received a check for the remaining funds within a couple weeks.
SERVICE (1/5): Ughh, the maintenance department. I don't want to write a novel of details regarding my multiple interactions with them, so I'll keep this short. I'm not sure what makes them so horrible. Overwhelmed? Who knows..it's not like they're doing anything to rectify the bad service. Good luck being able to make an appointment when your car gives up on you. If something popped up on you at the last minute, and I'm sure it did, you won't get in for another 2-3 weeks. Who has time to wait like that? And you know what's the worst part? They recommend going to a dealership! Although infuriating, the extended warranty you buy with CarMax seems to be accepted by everyone else, BUT your deductible is higher! Of course it is. I've had my car "repaired" a couple times, just to bring it back in! Incompetence?! I'm just glad I don't have to deal with them anymore. I don't care that it costs more to visit a dealership, none of us are EVER going back to CarMax Service.
CAR QUALITY (3/5): I have heard people talk about the quality of the cars that are sold through CarMax. I didn't really believe it nor did I think it was their fault if a car turned out to be a dud. After my experience with a 2007 Volkswagen EOS, I think this theory may be right. I had a horrible (almost) two years with this car. Since it was used, I wasn't surprised when some issues came up and I had to take it in for service, but it became excessive (both window motors died, convertible top sticking, warped door panels, faulty ignition wiring, windshield wipers stopped working, etc, etc). After driving it for approximately 20,000 miles, I was worried about what would happen next and how much money it would cost the next time. I couldn't live like that anymore and that's when I finally sold it back to them. The car I purchased for my parents aren't having severe problems like the EOS, however, its quality is pretty poor. I blame that equally on the maker, but CarMax also chose to have it in their lot and sell it. Who test drives these things? On the plus side, we've had my fiance's truck for 2+ years and we LOVE it! We've had zero problems and it has required only one big maintenance within the last year. So we lucked out on one of three vehicles, yay.
Basically, tread carefully. I can't say if I really recommend CarMax for your next vehicle purchase, but I wouldn't say to "stay away" either. Definitely consider one of their locations when you're looking to sell a vehicle since it's most likely the best dealership offer you'll receive. Other than that, you're on your own.
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