While the online experience valuing the sale of my car was a piece of cake, the in-store experience was terrible. It took 2.5 hours -- even with an appointment -- to complete the sale. Four different people worked with me - each step of the process being someone different with a vague explanation of what they were doing and then a follow up of well call you when its time for the next step. Once everything was done, finalizing the sale was easy also. But everything in-between was terrible.

Easiest car-buying experience ever. They were open on a Sunday which worked great for our schedule and we were able to complete much of the paperwork online ahead of time. Mike and Brooklyn helped us with the transfer, test drive, and purchase and they were awesome. The car runs great! The price was amazing, especially with used car prices being so high right now. And the CarMax interest rate for financing was better than our bank could offer.We were also really happy to see how seriously CarMax is taking COVID precautions. Required masks, hand sanitizer availability, and plexiglass at the desks were all excellent additions to their facility.CarMax has treated my extended family well in previous transactions and Im happy to say they treated us well today too!

We purchased a 2018 Honda Odyssey. Everything was checked off as being safe and met standards. The car was not checked and when I brought it back the manager even said it didnt look like they spent much time testing it. I had the van die on me about once a week in the 30 days we had it. Took it to have the battery checked and that came back good but they said the tires were bald in the front. The stripping and chrome pieces were also warped and falling apart. The rear AC has a terrible whistle. I learned they dont even have a shop or inspection unit on the premises. While in the waiting room for 5 hours I heard a lot of stories similar to mine, unfortunately.

Arrived for an appointment at 5 PM to sell our car. Was already given an estimate online. Car was inspected and offer was confirmed by 6 PM. We were told and we just had to wait for a manager to sign the paperwork and move the car to the back lot. We were then forced to wait 3 1/2 more hours for them to simply give us back our drivers license and paperwork. No explanation was offered for the long delay. Will never return here.

Using CarMax was the smoothest and best car purchase experience Ive ever had. I was looking for a specific car and was able to set up alerts on their website as new stock came in. With some patience I was able to find a low mileage model with the options I wanted - and it was easy to get it transfered to my local CarMax location. When the car arrived and I went to check it out, I felt zero pressure from the sales associate who was happy to show me some competing (and cheaper) models so I felt confident in my decision. I love the car, love the sales process, love CarMax and would highly recommend buying a car with them. They should be a wake-up call to the car industry for how smooth and pressure-free the buying process can be.

I was met by a polite staff, was directed on what I needed to fill out, was updated on the progress of my auto sale, and after a short wait, was provided a generous offer that I accepted.

Just sold my my 2020 Chevy Equinox. Got several online quotes . They were the best. They paid me what was quoted thru their online quote I got. Not a penny less. Feel very satisfied. Local dealer offered $3000 less. No more trade insurance for me

I had a truck transferred from an out of state CarMax. The whole process was very painless and low stress. I want to give special kudos to Kim, the sales associate that I worked with. She was very knowledgeable, kind, polite, and easy to work with. Thanks Kim!

Overall great customer service, very clear and precise. Easy transaction.

AWESOMENESS. Great customer Service, I was in, did my test drive, signed my paperwork and was out the door. Car is nice. I spoke with a customer Service representative names Genesis Watkins, who explained everything I would need to make my experience easy. Great Customer service, as she was very detailed and answered all my questions completely. My Customer Service representative at Car Max in Pleasant Hill name is Brooklyn. She is awesome as well. She went over all the paperwork, to make sure I understood everything and I was in and out in no time. Thank you Car Max for the great experience, and thank you for my new car.

I have never had such an easy, hassle-free car buying experience! I walked in, chose the car I wanted without having to dodge a salesman. The staff was friendly, I used both the in-person staff and online services as well. I had the car I wanted transferred from SoCal, which is an amazing service itself! Overall, this is where I will be going in the future for vehicles from now on!

I came to this store to return a vehicle as my circumstance has changed. I was served by an associate called Alex and he was knowledgable and efficient and made the return process a breeze. Great customer service all-round!

If you plan on getting a car definitely make an early appointment in advance.

It took 3 visits, but only because 1st was on Sunday and my leasing company was closed. I got a very nice offer. All 3 associates were professional and knowledgeable. They dont work on commission, so you dont have to return to the same person. 1st 2 visits I walked in without an appointment and had to wait for about 30 minutes. On the last visit, I made an appointment but still had to wait for almost 40 minutes. The car I was selling was leased, so it took longer than if I had a pink slip in my hands. Overall, I am satisfied and will be back to sell and buy cars from them.

My experience at CarMax exceeded my expectations! I filled out a survey online to sell my car, went to the store, and was in and out quickly! Everyone working there was friendly as well. Thank you, CarMax Concord!

Never. set foot in a CarMax before. I sold my car. The online offer was exactly what I ended up with. The people were great. It took two hours, lots of waiting.

It was great because we received the offer that was quoted online. My only issue was that the process took too long and we were handed off to too many people. It would of been better if a single employee took care of all if not most of the process. I felt like they were multi tasking with too many clients at the same time and had to divide their attention with too many people.

I was nervous about the process and details of selling my car. Brooklyn made is so seamless and easy. She was very friendly and kind. Explained the process and reassured me that I was in great hands.

Very friendly and attentive staff. Was there for a test drive and decided to purchase after and they walked through the whole process with me. They even mentioned that I should call my bank to approve raising the daily spending limit on my debit card for the down payment and patiently waited for me to do that. Overall painless and enjoyable experience.

Very efficient, professional, and courteous. I strongly recommend you make an appointment instead of just walking in. Was in and out in 90 minutes. Walk ins typical had to wait 2-3 hours just to start the process.

I really enjoyed the experience of not being bombarded with a sales person trying to make a car sale. They asked my needs and then allowed me to look and come back with questions. There was no pressure to by a car. And id you see a cat and are still looking. The website allows you to hold it and schedule a test drive. Great car buying experience. Thank you. & God bless.

Paul at Carmax today 5/6/2021 was excellent. Swift, organized, genuine personality, patient w all my questions. Thank you so much

Training is needed for the overall process fluidity of all sales associates..I came to the store on 3 different occasions and all 3 different associates had different various levels of expertise. kinda souring the experience.

Amazing customer service and amazing dealership. Everything was clean and organized. Test driving the cars went smoothly and when I decided on a car, they made it so easy. The hardest part was getting the insurance set up with another company! I would highly recommend CarMax to anyone looking to get an amazing car with wonderful service.

Hi parent of 2, we called ahead, person on the phone said no need for appointment and I would be seen today to sell a vehicle. We drove here with our kids and two vehicles. Show up and they told us that they are booked for the day. Do you know how inconvenient this is? Absolutely horrible customer service. I heard if how easy it was to sell a vehicle with CarMax. Save your time, just go with carvana they come to you. Im so upset with this location, if they made a mistake, they couldve taken me in.

I made an appointment to sell a car that was left to me by my brother who passed away. The process was so very fast and easy and I was given a fair amount for the car. The people I worked with were very pleasant and professional and the location was very clean.

Jessica was attentive and met all our needs. This was our second time selling a truck to Carmax; both time were pleasant experience. Thanks

Everyone at the this location I interacted was polite and welcoming. The store was clean and professional and Gabriel Skoog was great in making sure the process was explained. He was a great help!

Super good service very friendly and very Knowledgeable.. I recommend to selling your car there...

Excellent service! We sold our car. They gave us a very good price;better than the dealer, paid off our loan and we walked away with extra cash. It was an easy process too. Thank you!

The whole process of selling my car to car max was a pleasant experience. I will definitely come back to buy or sell through carmax before talking to any other dealer.

I could not have asked for a better car buying/selling experience. Quick, easy, painless. No drama with the finance manager. Fantastic customer service and follow up. I will always use CarMax from now on.

I came in and was greeted promptly. A sales associate started the process for me to sell my car to the dealership. I went outside to open up my car for the associate to take pictures for the appraisal then waited in the lounge area for the offer. About 35 minutes later the associate said the offer was in and we sat down and talked about it. We agreed on the offer and paperwork was finished up within the next 20 minutes and I was on my way with a check in my hand. Thanks!

Best experience I ever had buying a car, Brooklyn at the pleasant hill location was awesome, very well done, I will make sure my kids will be buying their next car from CarmaxThank you

Very professional service and competitive pricing. Highly recommended.

Took a while to meet with representative though we had an appointment (some 45 minutes past appointment) though then Brooklyn was friendly and efficient. The whole process was painless and pleasant.

Received a quote online but it dropped $3,300 when I went into the showroom due to a perceived transmission issue when it was taken out for a test drive. They had another tech take it out and the perception was found to be noise the turbo makes when spooling up. The original quote was restored and I was out the door shortly thereafter, with check in hand.

CarMax is definitely the place to go when searching for a used car. The staff is very professional and knowledgeable. Their is no pressure and I would recommend going there instead of to a used car dealer any day of the week.

Purchased a new car, it couldnt have gone more smoothly. The car was spotless, nothing wrong with it, everyone was friendly, service was great. There was a fifteen minute wait to get someone on the phone, but other than that it was a perfect transaction.

Antonio was very knowledgeable and helpful the whole time. I already sold 2 cars at Carmax and he’s the sales associate on those 2 cars. His customer service and rapport was excellent. He’s a great asset to Carmax.

One star is as good as you’ll get from me. Here’s whyAt first everything was all good I had a great sales associate nice time talking to her and buying my car. As I proceeded to check my car to make sure everything is okay. There’s plenty of problems with my car. First the tire spudders when I accelerate which I cannot figure out why.. secondly my windshield wiper sprayers do not work .. I have to clean my window by hand when I have a brand new vehicle from the dealership that was said to be in great condition.. Last and most importantly my fluids were extremely low!I had no windshield fluid, barely any coolant ! I also had to add more brake fluid .. if I had not checked under my hood I would have broken down .. Also I was not informed about heavy scratches in the back passenger side of my car like some type of animal was back there. very unprofessional if you wanna be lied to and sold a car that’s not in “ great “ condition as the paper work and dealership then CarMax is for you if not I highly recommend another dealership.. Iam not happy this is completely unacceptable.

Sold my car to Carmax. Easy and convenient online appointment, great purchase price offer, easy to transact, clean facilities and following COVID-19 social distancing protocols indoors, quick appraisal process and check-in-hand within 90 minutes.

Love how got I my car in one day. Delivered to the store in an out in 2.5 hrs. Customer service is out standing!

Antonio and Dani gave us one of the best customer service experience weve had in a long time. Pleasant Hills Carmax will be on my list to refer my friends and family.

Excellent experience and super easy. The whole thing took less than 2 hours. Salesperson Paul was awesome to work with and very helpful.

We had excellent fast service! No pushy car sales experience! Mike was our sales rep! I think we kept him overtime but he did t complain!!!

Great car selling experience. It was easy to get the offer and sell my car. There was quite a wait for my first appointment so I had to come back a second day which is why Im not giving 5 stars.

CarMaxs system is swift and hassle free. I liked that!And Alexander Aquino was impressively knowledgeable in the process making it painless for a car seller like myself who just wants to get it done. He displayed an ideal demeanor every sales person must embody. What a fine gentleman!

Online offer to buy my 06 Lexus RX 400h was very fair (and above all the other online sites, as well as trade-in offers). Michael, the Carmax rep was very nice and clearly explained the process, which took about an hour. After signing some paperwork and transferring title, I got a check for the amount of the offer. Very smooth process.

Came to sell my car. Offer was great and the entire process was super easy! My only feedback is that I was given a check and told I shouldnt try to do an e-deposit with it. However my bank is an online only bank so it would be great if you made checks that could work for e deposits also.

So after bringing my car to get looked at i sat tgerefor 4 hours for them to finally tell me im gonna get a rental car until my car is finished i get to the car rental (enterprise) then charges me 160 dollars to get the rental car that i didnt order and was forced to get because i was no where near my home not a good experience overall

CarMax is great! Great deals and super easy to shop. I went to the pleasant hill location. I believe his name was Michael and I’m so sorry if that’s wrong and he was incredibly kind and helpful. However, I did notice the car was still really dirty unfortunately not till after the purchase but there were tons of marks on the ceiling that can easily be removed, something that looked like barbecue sauce on the dashboard, and my key had earwax on the top when I took it out the remote. I just wish I actually did receive that care and sterilization especially because of COVID before purchasing.

Amazing Customer service!Just financed a car for the first time and the staff was fantastic! You can tell they really care for their customers and make sure to go through every financing option with you to ensure you get your dream car for the best price. Procedures as far as cleanliness is very thorough and both the store and cars are very clean. Just make sure you bring every document you would need to make the process time shorter. Overall, great service and will be going to them next time.

Bad communication, they never pick up calls (we literally heard phones ringing multiple times while we were on site and they deliberately would not pick up calls), miscommunication and obscene waiting times led me to waiting 6 hours to procure my car.Do not have a telephone line if you do not pick up. Do not give out appointment times if you are going to be delayed anyways or are understaffed. As a nation-wide car dealer, deliver the service and the easy, memorable experience that you promise to your customers. I want to enjoy my new car purchase, but instead drove home tired, exhausted, and frustrated.

Wont be back to this location. The hold I had on a car had to be extended due to health purposes, I spoke in depth with multiple associates to make sure said car was on hold for me - only to find out day-of that the manager shipped the car to another location and sold it to another person - therefore prioritizing a sale over possible exposure in a pandemic. I drove an hour to and from for nothing, and have nothing to show for it despite having an in-cash deposit and car loan already squared away to purchase the vehicle. : / CarMax seems like a trustworthy and safe company for car dealership during these hard times but this manager really screwed me over.

I just love the way that have there set up. You get on line and look at the cars and you pick out the car you like and then go in and fill out the paperwork, put down your down payment and drive on out.😁💞 Ask for Jimmy Dinh.he is a very good salesperson.

I felt highly satisfied with the excellent service due to the kindness, empathetic listening and taking action from Gilberto Gonzalez to make the auto loan possible. This is what I call surprising and excellent service! I also remember Jessica Salazar for processing the paper work of my car and her awesome politeness. Congratulations for CarMax who a great leadership to build a high performance team!!

Had a great experience from start to finish! We appraised my car and traded it in. There was no hassels, hidden fees or tricks. I appreciate their responsivness and making everything so easy!!

CarMax is one of the best places To buy your own budget car with reasonable price and your piece of mind crystal clear policy for every customer No hidden agenda. that’s what I got experience.Good luck

Jimmy helped me with selling my truck and he was incredible! He was kind and knowledgeable. He provided me with the information i needed and kept me happy and comfortable during the process.

Arrived at 230 for a 230 appointment. After 10 minutes of checking in(waiting in line / filling out a form), was given an estimate of 10 minutes wait. Then, after 30 minutes in the waiting area, I checked back and was told honestly, another 20 minutes. Maybe my tolerance needs to be adjusted, but the possibility of only waiting another 20 minutes (for a total wait of 60 minutes) was just too much disrespect for my time - so I left. If you value your time, keep your expectations low when you walk in the door...

I sold my car here after getting an online instant price quote. They were able to honor the quote and got me finished up with a check in my hand in about an hour. The staff were extremely friendly and knowledgeable. They were very fastidious with virus sanitation too. Everything spaced out and sanitized frequently.

Professional, clean and safe (during pandemic), and friendly and helpful. I cannot imagine a better car sale experience, and they offered more than the dealer was going to give us for our trade-in. I made an appointment, and the whole process was quick from start to walking out with a check. Ive sold 3 cars to CarMax, and will continue to do so

Kira Welch helped me with my purchase of the car. I decided quickly which car suited my needs best. She made the whole experience fun. She also made it run sooo smoothly, which was unusual for me when buying a car. I would recommend Kira to anyone and everyone.I had the same type of experience with Paul when I went back a week later to get help on learning more about the car and all of its bells and whistles. He took his time to make sure he answered all my questions and, when necessary, took the time to research all the information I needed.My experience with CarMax as a whole has been exceptional. Your sales people are the best of the best.

Everything was simple and smooth. The associates were all professional and helpful.

My experience with CarMax was very efficient and professional. The whole facility was clean and organized. They gave me a fair price for my car, I tried another dealership and they offered me over $1000.00 less than CarMax. Overall very happy with my experience.

Awesome experience, come here if you want to see cool people wearing awesome hats.

By far the worst experience in commercial relations in the last five years. Major ADA violation on our entering the Pleasant Hill dealership, total disconnect between the prior phone and net contacts and the experience in-store (resulting in the total loss of the promised 24 hr test drive) and just a general delay of two hours to prep a car that was supposedly ready to go. This was a $25,000+ cash sale and we have never been treated this badly.The Honda IS nice which was expected for a 2500 mile car.

When I walked in, I was automatically welcomed and since I had an appointment was seated immediately. Easy process with Alex - fortunately, my car sold for what was quoted.

They made me wait an close to an hour to just speak to a live human after arriving 5 mins early to my 7pm appointment. They say that they close at 8 but one of the reps I spoke to for setting up the appointment told me they close at 9. After getting to test drive the car that I really liked they run my credit and ask for my proof of residency, income, and address, they additionally ask for a physical copy of my original social security card. I’ve never been asked that by anyone ever at any of the used car lots I visited since I’m a first time buyer. I even inquired with friends who work at other used car lots and they said the banks don’t even ask for that just my social security number. Then I leave without a car at close to 10pm, and I come to find out from one of their consultants that they ran my credit an additional time without getting my consent or letting me know prior to it. I’m pretty sure they can’t do that and will be consulting a legal assistant for what my next steps for that should be. I am definitely not going back.

It was an easy and quick process from the beginning to the end. It took 15 minutes after the initial inspection of my vehicle to receive an offer.The offer price was higher than I expected and there was no pressure to sell. I highly recommend that you visit CarMax first and I promise that you won’t be disappointed! The dealerships will only give you half the amount that your vehicle is worth.Thanks again CarMax for making my experience pleasant.

My experience at CarMax was was a seamless efficient painless experience. I was surprised and impressed by the staff and the whole experience. I had never heard of CarMax before selling my car to them.

EJ was the most charming and professional service rep. He kept me in the loop every step of the way as he fixed the problem.kudos to EJ

It was a very pleasant experience selling our car on CARMAX. The salesperson was knowledgeable and the time spent at the dealership was professional in every respect.

Easy process. No pushy sales people to deal with. And nice vehicles on the lot.

How CarMax and BMW will sell you a lemon and wash their hands of it... I bought a 2017 330i BMW from CarMax last September. The salesperson told me how the car had been leased and it was purchased from BMW. He also told me the car had been serviced by CarMax and I would get a 90 days, 4000 miles warranty from CarMax. He did try to sell me an extended warranty for $3400 +, which I did not buy.The car had 56000 miles when I drove it off the CarMax lot. It has 58000 today. So I put 2K miles in the car, since Covid hit I barely drove the car, but well below their 4000 miles limit. The car broke down and left me stranded in the middle of the road last Tuesday. I’ve been driving 34 years, I have never been left stranded by a car in my entire life.I’ve taken the car to the BMW dealership and a local mechanic. They both told me the same thing. The cooling hoses are busted, they cost $4600 to fix. This is on a 2017 vehicle with 58000 miles, remember. They both told me this is a common problem in BMWs. The AAA tow truck driver told me he is always towing BMWs for the same reason. They overheat! This is a known fact and anyone that buys a BMW should expect this problem at some point. And by the way the car is below the 4 year BMW warranty limit but when I called them they told me though luck.So in short... BMW leases faulty vehicles, CarMax buys them and then they turn around and sell them to unsuspecting consumers like you and I.

My experience was great! I found the car I wanted online and made an appointment to test drive it. I was in and out of the with my new car within 2 hours. That included test, drive and CarMax getting it ready to drive home, with a full tank of gas. :)

I felt comfortable selling my car to This company, specially the price was good and so professional.

It was an easy and satisfactory experience. I would buy another car or truck from them.

Carmax staff were very knowledgeable and helpful. I was attended on time and process of selling my car was very smooth.

Still keeping this review as a 1 starI called the Customer Care team that asked me to call to fix the multitude of problems. I did call and they said they would take care of the main concerns right away(within 24-48 hrs) well.... they didn’t call back and when I did, the person I spoke with (Bri) was not available and they put me on hold for over 45 min and still have not tried to fix any of their problems. I keep getting lots of promises and then nothing happens. They are a “over promise, no delivery” kinda place. I’ll share this review with as many people as possible and hope they don’t do this to someone else I have hundreds of contacts and those hundreds have thousands. CarMax will hopefully change their attitude and bad behaviors.Mitch

Brought my 2017 Audi Q5 love it. People were fabulous n friendly.

Mark and another wonderful individual came to my home exactly on time to drop off the car. Sanitized the car. When payment system via phone wouldnt work, Mark came up with an easy solution. Absolutely CAN DO attitude from start t finish. Couldnt have been easier or more positive. Thank you.

Their call center does not have the actual schedule of the Pleasant Hill location. I made an appointment for an appraisal at 10:30 on a Sunday, and they do not open until an hour later (the appointment was on their TVs in the building). They were however helpful and got me someone as soon as they could. The appraisal was simple and straightforward, and when I came back a couple of days later to sell the car the process was smooth. I also was pleased with their Covid-19 precautions, and all desks has plexiglass on them.

Manager Delay was great!

Be careful ! The big open sign out front means they open at 11am 😆

Brittney was friendly. The only thing I didnt like about my experience was i checked in at 11:11 I didnt get called till 12:05. My appt was 11. Other than that carmax gave me a good price on my car that I was selling. Thanks carmax

It was easy and honest. It took longer than I expected ( 1hour 30 minutes ) but I attribute that to reduced COVID 19 staffing. Both Edmonds and my Vallejo Toyota advised me to take the CarMax offer and they were right. I was pleased the internet offer was the same as the actual offer.

Was able to find the car that I was looking for but the receptionist gave me the wrong area to look.

Had a fantastic car-buying experience! Car Max associates are friendly and professional, I didnt have to argue with any annoying salespeople, and I got a better deal than I have seen anywhere else. Recommend, and will be back next time!

The staff was very friendly Jeff and Jack were the ones helping me out, i may not have had all the right qualifications but that didnt hesitate them to help me out with a car, would definitely go again for a second car in the future!

I was first impressed by how easy the website was to navigate. Car shopping is such a hassle in person at regular car lots. When i made my selection i was reached out to by the very next day by a delightful young lady bu the name of Ellen Davis. We chatted went over options by, rates and how the car would be shipped to my location.Once in the store I was impressed by the cdc guidelines that were followed by staff, practicing social distancing etc. I waited a few moments and then was assisted by Danielle. She is a great listener and very courteous. She was never hesitant to find out more information. I really appreciated her. Im glad I went with carmax, I love my new car!!

Everything went as planned.

Didnt honor a payout quote we got from CarMax at another location even though we were told they would by the Fresno dealer that quoted us. Lies, headaches, problems.

My wife and i had a really friendly and stress free experience. I found what i wanted online and Carmax s promise was solid. I will always buy from Carmax in the future.

This was 1st for me: having a very good experience at a car dealership. The team at Carmax was friendly, professional, and efficient. I used Edmunds to appraise my car. Carmax reviews and validates Edmunds appraisal through photos, inspections, and and a test drive. The team continuously communicated the steps in Carmaxs car purchasing process and finished with a check equal to the appraisal and the filing of all the necessary paperwork with the DMV. I highly recommend using Edmunds to appraise your car and Carmax to purchase it subject to its review process.

Overall CarMax is a very easy way to buy a used car. Good selection and responsive customer reps on the phone. The only rub I have with them is, as a customer, its easy to get lost in the shuffle during their busy times. The hand off between customer service on the phone and a rep for me was not tight..

I was very satisfied with my experience with CarMax. No haggling with used car salesmen, every detail of car history investigated and verified. Also the associates who take care of the final paperwork are friendly, helpful, and honest. It was a good experience.

Friendly people. Professional staff, straightforward process.

Carmax really cares! My experience was smooth from start to finish and I know they have my back. Buying the car was a breeze. I had all my documents and everything ready before I went which helped that be as great as it was but even if I didn’t it would have been great! The chairs aren’t comfortable but I wasn’t sitting down long enough to care!