CarMax

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CarMax is the nation's largest used car retailer. Choose from nearly 50,000 CarMax Quality Certified vehicles all at low, no-haggle prices.

Address: 8901 Executive Center Rd, Ellicott City, MD 21043, USA

Phone: (410) 696-3500

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State: Maryland

Zip Code: 21043

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Reviews

Best Car Buying experience ever.  I didn't have to worry about pressure, financing or how many test drives I took.  I got caught up at work and was concerned about the time that I would arrive.  So I asked Deontae W. what time he would be leaving and he told me 6p.  However, when I finally arrived and as long as I took to make a decision, he was patient, courteous, helpful and delightful.   It took me until 730p after arriving at 3p because I couldn't make up my mind.    And the lady (I am sorry I cannot remember her name) that helped with my paperwork was great as well.  Quick to answer any questions, very knowledgeable.  This is what customer service is about.   I got a car and am very happy with my choice.

 9 years ago (28-09-2017)

UPDATE: After this experience, the manager reached out to me personally to make it right. They sent me a voucher for a free oil change, which we agreed on over the phone would be sufficient. I have increased the rating. 

Car Buying As It SHOULDN'T Be. 
We booked a 12pm test drive. It was 1pm before we were taken to the lot to find the car. The drive was short and strictly dictated turn by turn by the service agent. I had to tell her at one point that I wasn't done testing it and I needed to pull over to try the 4x4 options. She even seemed surprised that I wanted to pop the hood. 
Sad thing is, everything started off well. I received a call from a rep confirming our appointment and car type. I was excited. 
 When we got to the store we were acknowledged but waited five minutes or so to talk to the person who called me. He then told me I should go to the auto service waiting area as it might take 10-15 minutes to find someone to help me. And here I thought he was the one scheduled to help me.
 After 20+ minutes of waiting we were greeted by a replacement rep who thought I was there for a car appraisal. We told her we had a reservation to test drive a very specific car. It took another 10 minutes to find our reservation in the system and for her to get the information from me they wanted. Then she went to scan my license, but it's an out of state license (Active Duty Military) so it required a managers approval, add another 7 minutes. 
At this point we were ready to walk away. We had timed our visit to allow us to test drive the vehicle and keep our 6 month old happy. She wasn't enjoying the wait either. Once we found the car, it was dirty. Cigarette holes in the upholstery and French fries in the door panel. Just not a great impression. 
What's most frustrating is I'm not sure I didn't love the car. I think it was probably a fair price and maybe was even the right car for our family but it took so long to even see the vehicle by the time the test drive was over we were ready to go and get the frustration behind us. Not going back. First and last experience at CarMax. 

      
      
      
 10 years ago (03-07-2017)

Least helpful staff ever. Waited for over 35 min to walk the lot even though I had an appointment. Luckily, I knew exactly what car I wanted, and after test driving I was ready to purchase. However, my agent knew nothing about the process. Throughout the financing she asked 3 different employees for help on various different forms. I live in Virginia, so I had to get the car inspected there before the Ellicott City location were to mail me my permanent plates. After I had my inspections and passed, I reached out to my original agent at Carmax. She stated "I just spoke with the business office the next thing that will happen is they will FedEx you the tags." So I waited over a week and nothing came in the mail. I reached back out to her, and she simply stated "I don't know- contact the business office". She had no idea. I contacted the business office today and guess what? They haven't even made my plates, let alone mailed them. The representative said that the inspection "just popped up in their system today" - the inspection documents were faxed 10 days ago. They said they would call me when they go in the mail, but I'm not holding my breath.

 9 years ago (21-08-2017)

This was my 5th CarMax purchase but the first at Ellicott City.  This had to be the worst car purchasing experience in my life.  After waiting 12 days for the car to be transferred from South Carolina it didn't pass MD inspection.  Of course no one; including the service dept; could give me a definitive reason why.  For two weeks I was told it was being repaired at the Cadillac Dealer and yet it sat in the same spot in the back lot.  After walking the lot and confirming the VIN, I was still told it was getting fixed off site.  After I pointed that fact out things got moving.  I went to the Cadillac Dealer and got the full detail on the vehicle.  I did end up buying the vehicle but was completely infuriated by all the new scratches on the vehicle since my initial viewing.  The emblem on the back was missing as well.  If I did not already have my loan and check in hand I would have cancelled the deal.  I rate this place very poor on all elements of the process.  Considering my wife and both children are car shopping, this is the very last place I would consider.  I long time customer lost for sure.

 9 years ago (21-08-2017)

Excellent experience.  Fair price for my trade-in, friendly, professional sales and finance staff, vehicle as advertised, no game-playing in trying to make the sale.  No complaints.

 9 years ago (26-08-2017)

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