CarMax — Local services in Richmond

I have bought 3 other cars from carmax with no issues until my most recent one. First off, I had to take my car in twice for service. First time it only took a day and then was done. Second time, I needed 10 hours worth of work done on it and was told it would take 3 days. I spoke with Spencer and she informed me that they would order the parts and then I could bring it back in for everything to get done. A week went by and then all the parts were delivered. She then called me and told me I could bring my car in on April 28th at ANY time and they would give me a loaner. I then went on Monday the 28th, and Spencer was out so I spoke with Damian, who had NO RECORD of me bringing my vehicle in since there was nothing on the schedule. I explained to him that Spencer told me I could bring it in whenever. He then told me that they have no loaner vehicle ready for me and it would be a few hours. I had my 1 year old with me that I had to wake up out of his sleep to go early and drop the car off, just to be told that I would have to either wait for hours or go home and come back. I went home and waited for a call from them. I didn’t receive a call back until 2:50pm when I was on the way to pick my other kids up from school. I then had go drop my car off with all 3 of my kids and get the loaner. I arrive and the loaner wasn’t even at the front. So we’re there just waiting for it again. Mind you, I have 3 kids with me just waiting, after I told it was ready to go. They finally brought it up and said it would be equivalent to my ford explorer. I received a nissan pathfinder which is an EXTREMELY smaller car with NO bucket seats! My kids car seat don’t fit all in the second row and I can’t fold the seat down to let them crawl to the back since there is a baby carseat in the way. Mind you, I was told it would only take 3 days so I dropped off monday afternoon 4/28 and expected I would have it back by friday 5/2. I then don’t receive a call or anything from Spencer about the car on Friday 5/2 so I figured it was taking a but longer. I reached out via email on 5/6 saying that I have not received an update and wanted to see what was going on. I received an email back from Spencer saying that they’re still working on it and it’s not now going to be ready until 5/16. Then told I would receive a call later this week with an update. I then NEVER receive a call back from Spencer or anyone else later the week of 5/6. So 5/16 passes and I still hear NOTHING from Spencer. I then had to call Spencer on 5/19 for ANOTHER update since the timeframe of when my car would be done has changed 3 times now. I leave a vm and then get a call back on 5/19 stating that the car has only been fixed for 2 out of the 4 problems and they are expecting to have the car done now by the end of the week on friday 5/23. At this point I’m frustrated because the day keeps changing over and over again. Spencer stated they only have 3 technicians and they have all been out throughout the time my car had been there for the holidays or sick and they are working on 30 other cars as well. Which, I understand, but needed to have been communicated this with me. So 5/23 passes and still no communication or updates from Spencer and still no car. I then call back on 5/27 with no answer from Spencer. I then call back on 5/29 and speak with Spencer again about the car just to be told they’re still waiting on one last thing to get fixed and it should be done by tomorrow 5/30. Tomorrow comes around, STILL NO CAR! I don’t receive ANY other communication from Spencer until yesterday 6/6 at 5:09pm and I’m told the car is now ready for pickup and they will be closing service at 6pm and not back in the office until Mon, but I can get my car from the business center yesterday until 9pm or today 6/7 from 9am-9pm. Then I received an email from Spencer stating my loaner tags had expired and to bring it in asap! I checked the tags, they expired 5/28! So I’ve been driving this car for 10 days with expired tags and no one told me! My brakes are still not fixed either! I am...

We're an active duty Military Family and my Hubs who is stationed overseas wanted to purchase a vehicle here to drive to his next duty station. We had to get a POA in order for me to complete the purchase and from the very beginning it was clear that Carmax was unfamiliar with the process of providing customer service with this type of scenario but we wanted to give them the benefit of the doubt because we had the vehicle shipped to this location. I was able to sign all the paperwork and the check (in my husband's name) on his behalf. Carmax was confident that all was well. Days later I received a phone call from Vanessa stating that the check was not able to be processed by the bank and we needed to basically do the entire process over or speak to the bank. Again, my husband is stationed overseas. I contacted the bank (who serves military families and instances such as this) and they told us that they were in correspondence with the dealership. Fast forward my Hubs had to come home last minute and we spoke with Vanessa to inform her that we would be able to address everything on Monday. We visited the bank and they again told us that all of this would have been a quick fix if they would have received an email back from Vanessa in regards to everything. The bank stated time stamps of conversation with her with no further responses from her after asking that she simply send an email showing them the POA so that they could process the check. We had to drive to bank to get issued a new check, then back to dealer to drop off and sign check. Guess who assisted us? Yep, Vanessa and she said that she didn't receive any information from the bank. Google Reviewers: How did the bank teller know her name?? If she didn't speak with them???? THIS is when we became agitated. If you are unfamiliar with a process, just say it. Take ownership of making a mistake or not following through. It was an inconvenience and if we had not have paid the shipping fee, we would have just went elsewhere. Our lesson learned was to go further in depth about asking if everyone knew what needed to make place to make this transition smooth and even read reviews ourselves about the dealership. If you are ever in this position just make sure that everyone understands what is needed from every...

Where to begin.. My husband had been looking for a new jeep compass and we had found our own financing, so we didn't have to deal with that on arrival. We get a sales rep (didn't make a prior appt) within 30 seconds of walking in the door. He had been with the company for years but at this particular location training. He helped us find the car that my husband wanted. The process was fairly quick (probably because we were prepared with our own financing), maybe an hour total. It took half an hour for the car to be brought out to us from being cleaned after we signed the paperwork. So a total of about an hour and a half start to finish with driving off the lot.

Now the "issues" We were given only two standard keys, although the jeep should have come with a key fob for remote lock/unlock. Well, the manual said that the car security system would not active unless we had the key fob. So, we called the dealership and they told us to speak with the automotive dept. The receptionist that answers the phones for them told us that she would look into it and call us back (my husband called at 1PM). The lady never called back, so I call back the next day. She informs me that we will have to just buy it from them and she will call the key dealer to estimate a price for me. She eventually calls me back and says $100 and sets up an appt time, over a week away. In the mean time I spoke with the sales manager to inquire about this because why am I paying for something that the car should have come with but didn't? He informs me that yes the fob should have come with it that they guarantee one fob if the car is equipped for it. He says he will inform the lady so there won't be issues when we go get the key. Appt to get the key arrives and she tries having us pay for the key, saying that no we don't get a free key. We have to tell her that she was informed of this and we had emails from the sales manager to back this up.. we did end up NOT having to pay for the fob though. Basically sales was great! Automotive receptionist not so much. No call back and uninformed of their policies, not to mention her...