CARMAX OCALA

“It was an outstanding experience from start to finish. I found the Highlander online, and it was delivered to Ocala for me. The team there did an amazing job handling the entire transaction, making the trade-in of my previous vehicle for the new one smooth and hassle-free. Everyone was professional, knowledgeable, and made the process easy. I truly appreciate the excellent customer service and would highly recommend them to anyone looking for a new vehicle.”

“I have had what I can only describe as an extremely unacceptable experience with my purchase from CarMax. Bought a 2015 GTI from the Orlando location, a week later I’m spitting oil and have a sunroof leak. Was assured the car would be going to Volkswagen for repairs as euro cars are notoriously picky. They got the sunroof done at the dealer and had the oil leaks diagnosed, upper timing seal and oil pan seal blew out due to PCV valve failing. CarMax elected to do that work themselves with their “30 year” experienced tech much to my concern as different brands have certified techs for reasons (wouldn’t have my master tech father in law for Chevy work on my VW and even he agreed) all of my concerns were downplayed, disregarded, condescendingly ridiculed and told “we don’t work off of what if scenarios” and “we have the utmost confidence in our techs” they proceed to “fix” the issues and then send the headliner to a local place for repair on it. Fast forward 1 MONTH later and I get the car back, every handle in.the headliner is broken (edit: can’t blame the upholstery shop for this as the VW design of said handles are atrocious and the shop is working with me directly to correct that issue, props to them) , dents in a pillar from someone either at VW or CarMax, sunroof wind buffer shredded (likely VW). The manager covered the cost of dents, paid my first car payment, and got a replacement wind buffer (all very respectable of him personally) fast forward one more month PCV valve they put in gets replaced at my cost by me with Oem unit, oil pan leaking oil everywhere due to being improperly installed and an aftermarket poor fitting aluminum pan, and I finally get my appointment to have handles put in and they now can’t install them and have to drop the headliner again. CarMax has cost me so much time and money now. I had to replace the oil pan for 500 of my own dollars because they will never touch the car again. Incapable doesn’t even begin to describe their techs, the only one with any value that I dealt with is Javier, his assistant manager is the most condescending ignorant miserable thing who try’s to do nothing but appease the company and ignore any shred of customer service and integrity. Talks over you to the point you end up raising your voice and then she wants to avoid the issue and either walk away or hang up. I after 2 and a half months of owning the car have now had to dump 1000 of my own dollars into the car and my own time to do the repairs myself that they should have been able to do or let the actual certified techs at the dealership do. They brag of their experience and then look like fools when they can’t fix it right. I would avoid carmax like the plague. They changed for the worst a few years ago apparently. I wouldn’t let them do an oil change on a lawnmower unless you want to be doing it again yourself at a later date. Their customer relations is equally of zero help when they just call and work with the manager. Go to auto max or carvana or better yet, a reputable dealership, I’d even argue drive time would be better than CarMax or a Craigslist side of the road deal. As an update, working directly with the upholstery shop, can’t speak highly enough of them and their professionalism, carmax on the other hand further showed their true character when the upholstery shop tried to get me a loaner so I didn’t need to sit all day waiting and the POC decided to run me under a bus saying how I’ve completely burnt my bridges because apparently expecting correctness on a vehicle I’m paying for from a dealer that preaches how they inspect their vehicles heavily before selling is just entirely unacceptable and bridge burning. I’ve been cool calm and collect for long enough with these people.”

“We had another outstanding experience buying a used car from CarMax. Over the years we have bought and sold many vehicles with CarMax. The difference this time was some body work needed to be done (not on photos) post delivery. They followed through completely on the commitments that the staff made when we were contemplating buying the car and looking at the bad paint spots. We routinely recommend CarMax to people. We would not buy a used car from any other organization or person.”

“!!!!Warning!!! ⚠️ Never ever set foot into this place. The service department customer service is horrible. I can’t begin to tell you the nightmare that I have been through. From the first time buying a vehicle to getting items fixed. When buying the car the airbag light popped on. Worst customer service experience ever. I barely had my car the first month. Stay far far away from CarMax. Someone needs to address the customer service issue.”

“Extremely happy from the service and time spent here which was very little! Was a quick and easy process! The car is chose was beautiful in person and very relaxed vibe and demeanor in the dealership. Carmella was very helpful and very considerate. I appreciate her laid back sales approach as I did not ever feel pressured or stressed or out of sorts or blind sided by unexpected situations. This was a very good experience me and my family will remember! We will continue to buy our cars from carmax as the process is amazing! Thank you for all your help carmax family! And I hope this review helps anyone reading feel confident to give carmax a try!!!”