CarMax Lancaster

“Extremely disappointing service experience. I brought my vehicle in after it overheated and went into the red temperature zone, which is obviously a serious issue. I also mentioned a suspension noise that occurs in specific drive modes. Despite clearly describing both problems, the service department claimed they could not reproduce either issue. Instead of properly diagnosing the overheating event, Julia the service advisor simply told me nothing was wrong and tried to charge a $176 diagnostic fee without providing any actual diagnostic information — no fault codes, no scan report, and no detailed explanation of what was checked. The warning light is still on. When I asked for the specific fault code and diagnostic steps taken, I was given vague responses instead of real documentation. Charging a diagnostic fee without providing any diagnostic documentation or scan results is not an acceptable service standard. I even asked if the vehicle could be sent to the Audi dealership for proper diagnosis under my MaxCare warranty since the store could not identify the problem. That request was dismissed without any attempt to help resolve the situation. This is now the second CarMax location where I’ve experienced the same level of incompetence from the service department for separate issues. If a vehicle overheats into the red zone and the response is essentially “we couldn’t reproduce it,” that’s not a diagnosis — that’s avoiding the problem. Very frustrating experience, and not what I expected from a company that promotes customer service and warranty support.”

“First time here my husband and I didn't even receive a hello from anyone. Second time scheduled a time to speak with someone. All she wanted to do was appraise my current vehicle and gave me wrong information of which aisle the vehicles I wanted to see were on. Sales person claimed all vehicles were unlocked which was not true. No one cared to spend anytime to answer any questions I had on the vehicles or get keys.”

“I love the way they do business. The price is the price ! No hidden fees no fishy sales tactics ! I came to this location and Michael James was my sales associate. He got me in and out with my car and plates in an hour, I cut the check and was on my way ! There's no rush or anything , you come with insurance and get to test the car for 20 minutes alone . If you don't like it just don't buy it, their not gonna breathe down your neck to buy anything. Worst case scenario you have 10 days to bring the car back for a full refund . Thanks again Mike!”

“This was my second time selling a car to CarMax and it was great! I had an appointment and as soon as I got there I was greeted by an associate who took my information, assessed my car, and provided a quote. I accepted it and they immediately took me to another person to process and sign the paperwork. The whole process took about an hour. Everyone I dealt with was friendly and professional. They had a comfortable waiting area while paperwork was being processed. I recommend CarMax to family and friends. I’ll return again to sell my car and would consider buying a car from them if I was in the market for a previously owned car. Great experience!”

“Awesome dealership your not out of your truck yet and there welcoming you. Go thru front door and they great you and offer you coffee or water and direct you in the right direction. Well went in to sell my truck holy moly what a courtesy then showed me and my wife. Very very impressed. Went to the counter gave them my keys, title , truck and in fifteen minutes or less I was signing the title such awesome girls taking care of my paper work and explaining to me and my wife of the transaction taking place and handing over my check. CarMax really go out of there way to make you comfortable. Carmax and the crew are awesome to deal with. Keep up the great job you’re doing. The pagan family Five thumbs up 👍👍👍👍👍and 💯percent Veteran Approved. Keep up the good work”