CarMax — Attraction in Fremont

My experience was terrible from the start. I tried ordering a Kia Niro from Santa Rosa and after one week I heard nothing back. I started looking around at other Carmax locations to see what they had and decided to start looking at Teslas. I found one at the Fremont location and went out one evening to drive a couple of units they had in stock. Both units were very dirty inside and out. It looked as if someone was using them as daily drivers. One even had a dealer plate inside it. One unit in particular, the one I ended up wanting, had worn tires on front and back with the front tires easily being under 4 mm as the 2mm wear bar was even with the remaining tire tread. The rears weren’t much better at somewhere between 5 to 6 millimeters. I asked the sales person if they could at least have the two front tires replaced as they were under the legal limit and Carmax limit of 4 mm and he told me he would give me a call the next day, but he did not. I reached out to him myself and asked him once again if they were willing to replace the tires, but this time I requested all four tires be replaced and that I would pick up the vehicle that evening. After a few lines from the sales guy that didn’t make sense, I told him to ask the manager. The salesman called me back later that evening and told me that the only thing they’d be willing to do would be for me to pay for all four tires and they would take care of the labor to install. I really like the car so I decided to buy it anyway. I told him to make sure that the vehicle was fully detailed as it was very dirty when I test drove it. I came late on Sunday after my kids soccer tournament. Waited about 2 1/2 hours to receive the vehicle washed, but with no effort to detail the vehicle on the interior. There were many spots on the dash and the trim that could’ve been easily wiped and treated, but they weren’t. I decided to take delivery of the vehicle and gave them the benefit of the doubt as it was late and I’m sure the detailer was trying to leave on a late Sunday. Getting home I looked in the trunk storage area to pull out the charger to charge my Tesla And the charger was missing I had to go to a supercharging station to charge my vehicle because they gave it to me with only 45% charge. I had to come back the next day, my salesman was off so the guy that helped me just provided me with a home charger and was pretty prompt about it so I did really appreciate that. The very next day a light came on on the car dash noting that the windshield wiper fluid was empty. I was very surprised something as simple as windshield fluid wasn’t checked. It makes me wonder what else wasn’t checked thoroughly. When I called my sales person about these things, his response was to say that once sales people sell the car they no longer handle any concerns that come up and that I need to just call the service department directly. Being in sales for the last 25 years, that had to be the worst line I’ve ever heard In my career. Don’t get me wrong, I love my Tesla and I don’t regret buying it because I am very happy with it despite this all, but that has more to do with the vehicle itself because it is exactly what I wanted, but I would not recommend Carmax or this particular dealership in Fremont, not the sales person or management, to anybody, not friends, not family, not anybody reading...

Very poor experience. They wasted my time claiming the car have features when it didn't, just kept pushing pushing and following up before I purchased the car, but when we passed that bridge they handled my concerns very poorly. Kept saying you can call our service department with any issue the car might have. Who wants to buy an expensive car and in the first week deal with service?? Then when I return the car they surprisingly saying you have to wait 15 days to get your money back, because you brought the car back after the 7-day cutoff to get the refund check in person. Now have to wait 15 days, the other car that I found in another dealership is gone because I have to wait for the Carmax refund to pay the down. The kid who calls herself manager, Tammy in business office, is telling me you should read what you sign not listed to what our sales rep told you. Wow. I just leave it at that. Waste of so many hours, and Carmax gets to put your money into work for almost a month, put a dent on your credit, and insult you when you are exercising the right they offer you to return the car. No communication no talk no mention of 7-Day cutoff. This location is a -10 Star. Time for Google to start negative star rating.

Update; Responding to the dealership who copy pasted a standard response to imply customer care. To inform fellow Bay Area residents and recommending them to absolutely avoid this dealership, I am adding some updates to my review.

I have emailed, called and left a message for the sales manager, Nicholas Pava, who ensured me on Friday 3/19/21 around 3 PM that on Saturday he will talk to his manager and get back with me to arrange my payment back. Shame on him, it is Monday 3/22/21 10:13 PM I have not received any follow up. God knows I will be able to get my money back from this sloppy dealership or I have to spend half of it in lawyer's fee to get my 30-day-we-will-decide-when-and-how-you-get-your-money-back Guarantee refund check back. I guess a sharp way of funding overhead cost to pay for bunch of irresponsible, unprofessional staff who don't give a damn about the customer time, all with the incremental value of keeping your money for up to let's-wait-and-see how long, and being proud to do this for your benefit. So dear customer service representative, please tell Nicholas Pava to give me an...

I went to Carmax to finalize an online offer. Per the website, the appointment should be 30-90 minutes - we were there about 3 1/2 hours. While I don't mind waiting, I do mind being condescended to and disrespected. After about two hours, I went to inquire at the business office. A very polite woman said she would go check the department that approves the sale price. Meanwhile, Brianna (I guess she fancies herself a supervisor? She shouldn't be - her customer service is an embarrassment for your organization) decided to involve herself, I guess I looked exhausted? In the most disrespecting and condescending manner, she lectured me using some corporate buzz words/phrases like, "she's going above and beyond to help you, ma'am." and something about "partnering with finance to succeed." Getting a status update for a customer is NOT going above and beyond - that is your job - customer service.

Finally, Carlos stepped in to save the day. Carlos Vera-Rosas is probably one of your top employees at the Fremont location. He clearly cares for his customers and maintained a polite and professional manner consistently. He easily answered all my questions and eased my worry. But for some unknown reason, "I'm underqualified and in Charge Brianna" decided to take one last go at being a disgusting person. As Carlos was competently and professionally reviewing everything, she started to attempt to lecture me on arbitrary policies that I do not care about, nor had I asked about. Since she was such a ray of sunshine earlier, I did not acknowledge her reappearance. She eventually got the hint and wandered off while speaking rudely about me loudly enough for my husband and myself to hear. Super classy, Carmax. As she was complaining to her coworkers that she "doesn't usually go off like that, but..." we finished up with Carlos and went to sit and wait for things to be finalized.

All in all, I was able to complete my sale, but the experience has me completely turned off from every engaging in business with this company again. This should actually be a complaint to your HR department because honestly, having an employee exhibit that much hostility in a minor situation leads me to believe that she probably is a poor fit for direct customer...