CarMax Richmond

“I had a wonderful experience from start to finish! After having an initial test drive I sat down with Samita and we explored some other vehicle options. She found me the perfect vehicle based on my family needs and recommended that I have it transferred because it was free to transfer. The vehicle was delivered within a few days and after I test drove it I knew it was the vehicle for my family. The purchasing process went smooth and was transparent all the way through driving off the lot. Sumita was great and super helpful even coming in on her day off to make sure that I was happy with my purchase! I would recommend CarMax West Broad to anyone looking for a great car buying experience and ask for Samita!”

“My experience with CarMax on West Broad Street in Richmond began pleasantly, which makes what followed even more upsetting. The sales process itself was professional, and a representative named Walter was helpful in assisting me with selecting a vehicle within my budget—a 2022 Ford Explorer—which I ultimately purchased after being assured it had undergone thorough inspections, especially since it was transferred from another location. However, within just one day of driving the vehicle, I began experiencing concerning issues. This was alarming given the repeated assurances that every vehicle goes through multiple inspections prior to delivery. The idea that I was driving my children in a vehicle that clearly had serious mechanical problems—problems that should have been caught before the car ever left the lot—was frightening and unacceptable. When I brought the vehicle back within days, I was repeatedly reminded that I had purchased a “used car,” as if that somehow excused compromised safety. Being used does not negate the responsibility to ensure a vehicle is safe to operate, especially when customers are explicitly told the car has been inspected. The service experience only deepened my disappointment and distrust. I arrived at the dealership at 10:00 AM for a scheduled appointment and sat for hours with no updates, finally learning—after seeking answers myself—that the rotors were in fact bad, despite earlier claims that they were “fine” and merely shaved down. I had already expressed concern that shaving the rotors would be a temporary fix and not address the underlying issue, which ultimately proved true. Bad rotors are not a minor issue: they can cause reduced braking power, increased stopping distance, vibration while braking, damage to brake pads and calipers, overheating, brake failure, and an increased risk of serious accidents—especially when transporting children. I was also told the vehicle needed reprogramming, yet the technician never arrived, and staff knew the car would not be fixed that day despite keeping me waiting until 4:30 PM. I was passed between staff members, given inconsistent information, and left feeling that the inspection process is unprofessional, unreliable, and poorly equipped to ensure customer safety. CarMax needs to take far more pride and accountability in its inspections and stop dismissing legitimate safety concerns by repeatedly telling customers they are “buying a used car.” Safety should never be treated as optional or negotiable.”

“Five star experience from a five star Carmax salesman. I can say this with complete confidence from having my own experience selling cars, that this truly was thr fastest and smoothest experience I have ever witnessed or been a part of. Geo Williford wastes no time with trying to be or sound like a sleazy car salesman, he is someone who genuinely took time to reach out, follow-up and follow through like a pro. When I tried to inquire about the overall condition of the vehicle we purchased, he was honest and transparent...and I was able to verify everything he stated. Start to finish-- maybe 90 mins??? And we had to leave and come back to the store to finish...when I got back, we picked up right where we left off and he got me and my family rolling. If youre having any questions about the car buying process or just ready to buy in general then Geo is your guy. Shoutout to Dan too for keeping my informed. There was another tall white guy (he had a beard too i think?? Lol) there too who was real cool. Great store, great experience.”

“I purchased a car from here a few months ago, and the salesperson (I can’t recall her name) was helpful, professional, and efficient throughout the process. More recently, I had an issue with my key fob, and the service department took the time to program two new keys, run a diagnostic on my sunroof, and get it fixed as well. The entire experience from purchase to service was seamless and professional. I couldn’t be more satisfied with my used car purchase here.”

“Mr. JOE MCSPADDEN greeted us and then in a one or two clicks, he showed us a 2021 Toyota RAV4 Hybrid online with more features than we needed and Joe made it sound that it was just for us. Joe left for a few minutes and brought the vehicle to us for the road test. The SUV was white with black trim and black interior. We were sold. As we rode around for 30 minutes, we decided that we were going to get the car and not go to dinner as we had planned when we started out Friday afternoon to look for SUV's. When we told him that we were using a credit union for financing, he explained the time that we needed on Saturday morning and made an appointment for us to return to CarMax at Noon on Saturday. Joe was in the sales area when we returned on Saturday and he acknowledged us and the thank-you was sincere. He knew we were happy. In addition to sales, the cashier was pleasant and personable, as well as the gentleman that had called us as we left the credit union. The closer was very young but he treated us with respect and we like what he said about our old car that we traded in. I would use CarMax again and I hope, in the not too distant future, as we might need another vehicle. When we rode away, it felt like a brand-new, car-buying experience instead of that previously owned situation. Mel Lane”