CarMax Puyallup

“We spent over 6 hours working with Justin, and overall he was patient, knowledgeable, and not pushy at all. He fixed everything I asked to be addressed before we left the lot and took the time to explain things without pressure. We also had genuinely pleasant downtime conversations, which made a long day easier. That said, there were a few moments that are important to note. When I expressed discomfort about showing my full bank account balance during the e-pay process, I didn’t feel that concern was handled well. I wasn’t asking to avoid payment — just to protect my privacy — and I wasn’t given the opportunity to talk it through in the moment. After I had already shown the account screen, a manager later clarified that my full balance was not required and that only the routing and account number were needed. That clarification was appreciated, but it would have been much better to receive that reassurance before being asked to share sensitive information. There were also a couple of smaller oversights. I had to turn back to have the gas tank filled after leaving because it was forgotten, and when we first arrived and asked for someone to walk the lot with us, we were encouraged to look on our own. That may be part of CarMax’s standard process rather than Justin personally, but it didn’t feel very welcoming. Overall, Justin was pleasant to work with, respectful of our time, and helpful throughout the purchase. With clearer communication around sensitive topics like payment privacy this would have easily been a 5-star experience”

“!AVOID! !LEMONS! DO NOT EVEN GO IN THIS ESTABLISHMENT. Bought a 2022 Hyundai Sonata SEL plus. SO FAR, they have officially had my car LONGER than I have, they kept it until the 90 day warranty expired. They DID NOT fix the misfiring issue, and they now have it again for the same issue. They have a “no haggle” policy, you’d think that means you pay what you see on the car sticker, NO!! Even with a down payment of $10,000 I STILL PAID MORE THAN WHAT THE STICKER WAS ON THE CAR… a sales manager almost promised with how assuring he was of them putting me in a different car, taking care of the loan, and putting all the money I’ve already spent on a different car. WRONG “the gm has to stand behind this car and will not be doing any of the sort, we’re gonna send it back to Hyundai to fix it” this makes TWO attempts now, both having severe misfires in more than one cylinder, they’ve had my car over 30 days.. 6/10 cars they have in their car lot STINK, mostly of dog, or paint thinner. Many of them have quite a few scratches and dings, which you will still be expected to pay the price on the window (remember no haggling prices are more than firm, not fair) ALL of the cars in this location are overpriced by a MINIMUM $3,000 according to KBB.com and that’s BEFORE they tack on 10,000-15,000 in fees. They lie on there service records as one car was reported no accidents/repairs and someone spent 2,000 to have the vehicle transported to this location to find out one of the quarter panels had to be repainted, which carmax was “unaware of” and how, as a consumer was this found out? They didn’t even bother removing the quarter panel during respray, because there is overspray EVERYWHERE near the trunk. They also DO NOT detail the inside of these cars “complementary” and when I did have my car after the “fix” they left me with 30miles until empty, until I asked how it got to the dealership for repairs and they replied “we drove it over there” and I replied with “and you didn’t wanna give me more than 30 miles before empty?” Not to mention it also needs a service in 14 days (via the cars automated system telling me) and I’ve not even had it long enough for an oil change to be needed… OH! AS WELL AS, they REQUIRE a picture of you to be taken with a bow on the car. As when I asked if this could be avoided they said no and hassled me until I begrudgingly agreed, that alone says they do not care what you think, your beliefs, you as a consumer, or your interest.All this to be said this is how, as a service member I was treated, only god knows how they’ve treated others. I’ll be contacting the Attorney general for Arbitration Tuesday. To carmax: don’t bother replying to this review, you have all my information and if you want this review taken down, you know what needs done in order to make this right AND if you just so happen to delete the review I’ve copy and pasted it, I’ll be checking daily to make sure this review stays and I will not be contacting you again concerning the matter. The one and only pro I can think of? They have given me a “loaner” vehicle “until mine can be fixed because we are gonna have yours for a looooong time” DO NOT BUY A CAR HERE”

“As a vehicle transporter, this location has got the absolute worst process and procedures in place. Every single time I or one of my coworkers show up here to drop off a vehicle. We have to wait anywhere between 20 minutes upwards of 45 minutes with repeated phone calls to the store to get an inventory person to the receiving gate. There is no bell, there is no walkie-talkie. There is no line of communication to be able to coordinate with these inventory specialist. Furthermore, trying to drop off a vehicle that does not run or drive is an absolute nightmare because they have all of the areas blocked off after the gate to where even a tow truck struggles and sometimes can’t even make a corner because of these non-running vehicles. This is absolutely ridiculous in this place needs to start having a full-time person that only sits in the guard shack monitoring the gate back here even if that means that they have to hire an outside security company from 7 AM to 7 PM as they’re receiving hours state”

“So I was introduced to Carmax via searching online and finding a vehicle that,on paper, was perfect. It was down in Oregon so I paid the shipping fee to have it brought up to Puyallup. Things were smooth and the sales guy I was scheduled with for the test drive was plenty nice. The vehicle though, was gross. The smell inside the vehicle was so bad that I didn’t last longer than 10 min to test drive it. I was shocked and disappointed they even presented a car that smelled that bad for test driving (think wet dog/embedded urine). I told them there’s no way I can move forward. They offered another vehicle same model to drive but it wasn’t what I was looking for. They mentioned searching other locations for a closer vehicle match but I did I was not willing to risk another shipping fee after this experience. A couple of days later, someone named Elisa from Carmax Puyallup reached out and left a voicemail stating she read my feedback and she was initiating refund of my shipping fee, that I should see it in 2-4 days but if I don’t see it to please call back. I was pleasantly surprised at them offering and initiating it, but disappointed when it never actually happened. I even called her direct line after waiting a week, left a voicemail for her and nothing. No refund, no call back, nothing. If you are going to proactively offer a refund, then Make it happen. Don’t offer lip service and then ghost people. I traded my car and bought what I was looking for, sans gross odor, elsewhere. I cannot recommend Carmax to anyone I know.”

“Sara (sales rep) was so helpful she listened to every issue I had and helped me even when she didn’t have to! Yall have a great team and helpful people and I’m glad I was able to get everything fixed the way I needed, and they also even gave me a amazing discount for my repair even though they technically didn’t have to! Again thanks so much yall are the best dealership I’ve worked with thus-far.”