CarMax Germantown

“Honestly if I could give zero I would. I went to purchase a vehicle from CarMax and was disappointed with my experience. The salesperson, Rayven, was rude and unprofessional throughout the process, which took away from what should have been an exciting purchase. In addition, there was a very strong odor of alcohol coming from her during our interaction. The smell was noticeable enough that it caused me concern as a customer. I cannot speak to whether she had been drinking, but the odor was strong and definitely left a negative impression. My concerns were not limited to Rayven’s conduct. Throughout my visit, I observed what I felt was a generally unprofessional environment among multiple employees. At one point, I overheard employees discussing information related to my finances, including what appeared to be the amount of money in my bank account. I am bringing this to management’s attention because customer-facing employees represent the company, and this experience did not reflect the level of professionalism I expected from CarMax.”

“Kurt was the representative that we worked with. His quiet professionalism made the experience very pleasant and stress-free. He provided us with updates during the process and answered all our questions, demonstrating his expert knowledge of the process. He was a pleasure to work. Kurt is a valuable asset to the CarMax staff at the Germantown Road location. He also has a great smile. He gets 5-stars and 5 thumbs-up.”

“had an extremely frustrating and disappointing experience with CarMax. What should have been a simple and straightforward transaction turned into a drawn-out and disorganized process.After they took possession of my vehicle and presented an offer, I later found out that the paperwork was not actually completed on their end.  Even though my Volvo was in Car Max's possession and they had the key. This left me in a position where I did not have clarity on the final numbers that I was already given and agreed to, and I was forced to bring the new vehicle back and wait even longer for them to sort out something that should have been handled correctly the first time. I was then told I would have to take the old car that I sold to them, because they didn't have everything ready to purchase the car. This could have been handled without me having to take off from work to come up to Germantown location and just sit and wait for hours! After completing the purchase, I had the vehicle for barely 3 days before I was told I needed to bring it back in. From there, things only got worse. CarMax kept the car for over two weeks, and during that entire time, no one could give me clear answers or meaningful updates about what was going on. Every time I reached out, I either got vague responses or was told they would “look into it” with no follow-up, or we are waiting for someone to do something and we do not know anything at this time.Communication was poor throughout the process. I had to follow up multiple times just to get basic updates, and there seemed to be a lack of coordination between their team members. The lack of communication and coordination between their team was unacceptable. For a company that prides itself on being hassle-free and customer-friendly, this experience was the complete opposite. I was left without a vehicle, without answers, and without any sense of urgency from their side.   This situation created unnecessary stress and inconvenience, especially when timing and financial details matter. I expected a much higher level of professionalism and organization.After weeks of inconvenience and uncertainty, I ultimately had no choice but to return the car altogether. However, I was not in possession of my car and they were not sure where my car was, when I came in to return it on 04/18/2026. I had to show them where in the parking lot, my car was. They didn't think they had the car and that it was still at the mechanics.This experience created unnecessary stress and wasted a significant amount of my time. I expected professionalism, transparency, and efficiency—none of which were delivered.I will not be using your company again, and I will be letting everyone know what an awful experience we had.”

“I was referred by my friend on how wonderful his experience was in selling his vehicle. He's been using Carmax on 2 of his vehicle and asked me to try it. All I can say is WOW!!! Best in all category. What you see is what you get. Had my first transaction at Carmax Germantown, TN. It was a breeze and will be doing more business with then for my vehicle needs.”

“People there are great and worked their magic getting me into my dream car 10th Gen Civic Si. Carla was an amazing associate who walked me through the process and her manager last night was great as well. Only complaints I have is that there was more damages to the vehicle than what was listed online. Besides that overall process was great.”