CarMax Phoenix Gilbert

“I dealt with a young lady by the name of Alexandra S. in the service dept. She steepped up for the Tolloson location as Gilbert is much closer to us. The vehicle unfortunately had some issues that were resolved and communicated to the best of her ability. She is patient, warm, and very easy to work with. 10 Stars, I know my so will be so happy to get his BMW back today. P.S WASH IT somehow.... LOL. Whoever her Manager is better know that she is a worker and does whatever is needed to make the customer happy. Bravo! Thank you Regards, Doug and Kaden”

“We weren’t really in the market for a new car, but due to our situation, we needed to find another vehicle. After visiting several dealerships and getting turned down for financing within our budget, we decided to reach out to CarMax — a company we’d purchased from before. I had a strong feeling they’d be able to help us, and I was right. It took less than an hour for them to let us know we were approved for the car we wanted. This has truly been the best car-buying experience I’ve ever had. I started with a quick pre-qualification online, made a short phone call, and completed the application over the phone — all within about 15 minutes. We got exactly what we needed within our budget, without feeling pressured or rushed at any point. Sabrina, Sean, and the entire finance team were amazing. We opted for express pickup and handled almost everything online, including signing the documents. When we arrived for our appointment, the process took 30 minutes or less — no waiting around for hours like at other places. For anyone looking for a car, especially if your circumstances aren’t ideal, I highly recommend CarMax. I’ll definitely continue buying my vehicles from them in the future.”

“I purchased a vehicle from CarMax and chose their express pickup to save time. Instead, it turned into a 3 hour ordeal. Car & Key Lost: When I arrived, the team couldn’t even find the car or the keys. I purchased it with two keys, but one was permanently lost during the process, and I still only have a single key today. Poor Preparation: They had to clean the car three separate times because it was still dirty each time. Paperwork Chaos: The paperwork was done wrong, twice. What should have taken 30 minutes stretched from daylight into sunset. Registration Nightmare: I live in South Dakota and bought the car in Arizona. They repeatedly messed up the tax and title paperwork, making it nearly impossible to get my South Dakota plates. The DMV has had to re-issue temporary plates three times because of CarMax’s delays and errors. What was supposed to be a smooth, “express” experience was anything but. I left frustrated, still missing a key, and months later I’m still dealing with plate issues. I expected better organization and professionalism from a national company. This did happen about a year ago on July 11, 2024. I just continue having issues with the company and trying to get ahold of any support team. This was my first time buying a car on my own and was really hoping for a smooth process but even a year later, I’m still having issues. The on site staff was friendly and trying their best to resolve the issues. As one issue was getting solved another was being caused.”

“We recently visited CarMax to purchase a 2023 NX250. Overall, the experience had some ups and downs, so here’s a detailed account. We first came in on a Tuesday for a test drive. The staff was polite and handed us the car to drive around. In the middle of the test drive, we got a call from the salesperson saying he forgot to give us the key fob—but we didn’t really notice any issue and just returned the car safely. We decided to go ahead with the purchase and came back the next day to sign the paperwork. This is where things got a bit disappointing. The salesperson, John, handed over the keys, and we realized there was only one key fob. This had never been mentioned before, and it was only vaguely hinted at in the listing by a single picture showing just one key. When we asked if they could provide a second key fob, John said it was policy to sell it with only one and offered a discounted replacement, which honestly felt a bit off-putting. We also noticed a few dents and a scratch on the passenger side rear door that we asked to be fixed before finalizing the purchase. They initially promised to fix these and told us to come back, but when we returned the next day, those damages still weren’t fixed. They repeated the same policy lines and basically didn’t offer much more than a discount on repairs or replacements. In the end, we went ahead and purchased the car, but the lack of transparency about the key fob and the unaddressed damage left us feeling less than satisfied. If you’re buying here, double-check for these details and be prepared for a bit of a runaround on those “extras.” ### However, after contacting CarMax Customer Relations, the situation was handled much better. They provided a new key fob and fixed the dent as requested. I appreciate that their customer satisfaction team stepped in and ensured our concerns were resolved. Overall, the process had its bumps, but I’m glad CarMax ultimately took care of the issues. My advice: double-check details like key fobs and minor damages up front, but know that their customer care team will stand behind the purchase if needed.”

“This was the first time I used Carmax and it was excellent! Linda my sales rep was great and communicative. I absolutely love the car! There was a deep scratch and Carmax offered to fix it at no cost which was such an unexpected outcome. Super happy and would definitely recommend. Everyone from sales, pickup, and service was great. Bella was great handling the service with the scratch and looks much better! Thank you for everyone who was involved.”