CarMax — Local services in Green Brook Township

My experience purchasing a vehicle from this company went from exciting to horrible. Elongated time lines, lapses in communication, lack of clear concise directions and expectations were all factors that impacted my experience and this review. Greenbrook Township’s current level of functioning is a horrible reflection of Car Max’s supposed “high standards.” Sadly, I am researching NJ’s Lemon Laws in preparation for the worst but hey, Carmax gave me coupons for maintenance in the future for a DYSFUNCTIONAL vehicle how ironic. In sum, BEWARE. To be as concise as possible my experience was as follows: April 13th, 2024-submitted my application for purchase.major concern was the disparity between the mileage listed on the site (51k when first posted) and 34,594 miles, on the last odometer reading as indicated in the Experian report dated 10/31/2022. I did not receive a clear answer about this until I spoke with Joe, one of the managers on 5/10/24. I was very firm on the fact that it was advertised at 51k, after submitting my application it was changed to 53k, 54k and finally 55k. No matter the company’s position on my grievance I found it horribly deceptive that a company who highlights transparency and trustworthiness as a selling point to reel customers in, does not uphold their standards with true integrity. April 15th, 2024 I received a text stating my vehicle was on route to be delivered from Florida to the Green Brook township store. was informed that April 19th, 2024-ETA for my vehicle’s arrival was 4/22/24 .April 22nd, 2024-delay in ETA. The date pushed to 4/24/24 .April 26th, 2024-Firstly, the vehicle was not clean at the time I inspected and test drove it (not a good impression). Secondly, upon my own review, I noticed things with my own eyes such as two noticeable dents that even Pedro agreed he saw when I mentioned them. I was disappointed because both dents were pretty apparent! The dents weren’t major however noticeable along with a patched/botch paint job. At this point, I lost confidence in Car Max’s level of service and standards knowing that they would give me a vehicle that had these issues if I went with everything they gave. How is it possible for professionals to view my vehicles for at least 3 ROUNDS of inspections! and they miss two dents and patched paint. Pedro brought his manager out at the time and offered to waive the transfer fee. I was thankful for the consideration, however still concerned about the level of service the company was providing to me at that moment. I was told I could take the car and bring it to a shop on my own or have CarMax do the work and accept a 1 week delay in receiving my car to get the work dent and paint job completed. I obviously went with the latter. Saturday May 4th, 2024 8:42am- Manager Hunter responded to my text stating the car dents needed to be repaired by their vendor Dent Wizard because it couldn’t be done at their location and the vendor isn’t available on the weekends. I WAS FURIOUS because this reply only indicated that staff FAILED to complete and honor the requests I made for the dents to be repaired following my test drive on April 26th. HUNTER was the ONLY staff person that was consistent, poised and empathetic enough to hear my grievances, avoid challenging or give me customer service jargon and ACTUALLY DO SOMETHING ABOUT MY SITUATION. He also spoke with my fiance who was furious about the level of service I received, however Hunter called me, texted me and sent follow ups without being prompted to follow up on my complaints. May 8th, 2024-Hunter informed me of challenges their team ran into getting the paint job done, Hunter applied a discount to my purchase, one that Diane mentioned Carmax could not be given despite everything I went through. It was disappointing knowing that I had to almost beg for things to be done by a company who fell short. FRIDAY 10TH, 2024-I FINALLY RECEIVE MY VEHICLE BUT GUESS WHAT?? AS OF MAY 15TH 2024 MY CAR ENGINE OVERHEATED AFTER ONLY HAVING THE CAR FOR FIVE DAYS. This experience has...

I had the opportunity today to visit Carmax in Green Brook, NJ, and it was such a pleasure!!!!! I have been in search of my own Subaru desert khaki Crosstrek the moment I saw this car on the road; Four years later, I am SO grateful to finally be able to say that it is mine!!!! :) This would not have happened without the help, patience, and care of salesmen Markell and Eddie. This was my very first time ever purchasing or even looking at a used/new car since I started driving over ten years ago. I was extremely nervous and anxious to be at the car dealership, but my worries faded quickly due to how personable Markell and Eddie were right from the jump. They both had such a perfect balance of professionalism and friendliness, doing SO much more than just answering my questions about the car after test-driving it and then of course selling the car. By the end of the visit, I really felt as if I was talking to friends that were genuinely happy about my purchase. I faced some troubles on my end that were not in their control at all, and I truly appreciated their patience and optimism throughout the process, despite these frustrations. I can confidently say that my experience was fantastic, and if I could give more than only 5 stars, I for sure would!!! I 1000000% recommend this dealership, Markell, and Eddie. They truly made my whole day through this experience and I am extremely thankful to have my dream car. I am sending all of the very best positive vibes and energy their way!!!! Thank you both SO...

I dealt with a few different customer service reps while I was purchasing my car, and one thing was clear: they truly exemplify customer service here at Carmax Green Brook.

I received my first phone call with Justin at Carmax to come in and see my car, which was being shipped from out-of-state, and he was very cordial and accommodating over the phone.

When I came in to check out my newly shipped car, I was greeted by my enthusiastic sales rep, Jennifer. She has not only demonstrated patience and great customer service throughout the process, but she addressed our concerns about the car and helped to make sure everything went smoothly with our purchase. She was very communicative, texting me directly with updates and calling me to let me know the status of things. She also let us test drive the car, even though it was after hours that day.

When we came in the following day to pick up the car, we had representative Stephanie take care of us. Stephanie was just a great, down-to-earth person who was very transparent about the steps in the process. She was very easy to talk to, and we felt right at home.

My husband and I really appreciated how hassle-free buying a car is at Carmax. We never once had to worry about negotiating for things, we felt comfortable asking questions, and all of our concerns were addressed in a patient and...