Grab some popcorn, sit down relax and strap in because this review is going to be a long one. I found a 2023 Hyundai Ioniq 5 at this location that I wanted. I initiated a transfer from Dulles to PA but after several days I found out it was going to take, potentially, 3 weeks plus to get the vehicle transferred. I decided to make the 2 hour trip down because why not. I test drive the vehicle and love it so I initiate the trade-in and buying process. Well little did I know that Virginia does not do other states sales tax and not once was I explained this by my sales person or anyone at this location. I even asked my sales person twice, “is the PA sales tax included (in the bill of sale)”. His response “yeah it’s in there.” Well I get home and a few days later I find out that, nope the sales tax was not included. With two twins on the way I really couldn’t afford to dump 3k in taxes and fees. On top of that when it came to trading in my vehicle I had to walk myself up to the business counter several times because I wasn’t being told to wait or, get in line, or you’ll be helped in a minute. Trading my old vehicle in took 3 times as long as actually buying the new vehicle. I had technically bought my new vehicle before my trade-in was complete… I was constantly getting pulled in two different directions all while trying to deal with the buying process. On top of all this, when they “cleaned” my new vehicle the interior had marks most likely from a boot that was not there before. I never mentioned this to anyone and let it go. But why should I have to do detailing on the interior the next day after buying a, practically, brand new vehicle. Most of it came out but not 100% of it. So much for “cleaning” the vehicle. I call CarMax to complain and get offered a “return and rebuy”. Where I return the vehicle and buy the same vehicle back. Okay doable. After an entire week of talking to my credit union and CarMax I determine this is the best option. I setup an appointment via CarMax Dulles AND later via CarMax customer service for the Lancaster location for Friday the 27th. For one, I arrive at the Lancaster location and they had no idea I was coming. Second I get told that transferring the title and other things would take a few days. Not once was I told by Dulles OR CarMax customer service that this would be the case. I was told it would be a painless somewhat quick process…nope, essentially i would be out a vehicle for several days. CarMax Lancaster business office and manager (who has been GREAT thus far) has been working to fix the situation. I am currently sitting here and I over hear that one of the employees got hung up on from the Dulles location. Twice I’ve been to the Lancaster location and I keep over-hearing that Dulles is THE worst CarMax location to deal with. And that’s from CarMax employees. So far the situation has not been fixed and Dulles has made this the MOST painful car buying process of my life. And it all boils down to no one at the Dulles location explaining the car buying process for out-of-state residents. Had I known it would be this painful I would have waited the 3 weeks to a month for the vehicle transfer and dealt with Lancaster because so far they seem to be the only ones who have been truly helpful in this situation. As of posting this review, I think a solution is finally in sight. And this is all thanks to the Lancaster location. They are setting me up in a rental vehicle until the return process can be completed due to PA having more strict titling / inspection process. So now that you have eaten your popcorn and gotten a good laugh do yourself a favor and avoid this location because apparently CarMax Dulles is terrible at selling vehicles and dealing with potential customer service issues. Even if it involves employees from their own company. They don’t answer calls and even Lancaster can only communicate with them through email. Some of the worst business practices have ever witnessed have come from this location.

Our salesman Andrew was awesome! The 2 stars is for them to find a way to navigate this new used car sales boom. We made an appointment for 4pm and arrived at 3:59. We checked in and had a seat. I went back to the desk at 4:15 and asked how long the wait was expected to be. The salesman’s told me approximately an hr! I asked to reschedule for tomorrow and he said it’ll likely be the same wait! I don’t know if anyone understands what an appointment is because that’s unacceptable. In that case, you should only take 2 appointments per hr and not have people waiting. I understand everyone wants used cars so CarMax is the place to go. But I’m a returning customer and this totally turned me off from purchasing. So we took our business elsewhere, to Ourisman Lexus to be exact, and made a purchase with less miles and a cheaper price than the one we looked at.

Great buying experience!!! I don’t even know why I haven’t bought anything from CARMAX before. Let’s just say after this experience I will no longer buy from a dealership (I’m tired of their games and hidden fees). Hubby has always wanted his type R, and today we finally found one he really loved. We even traded in our newly purchased 2021 civic and got it appraised for $2000 more than we expected. They were really busy at this location, so we figured it would be a while before we were helped. Well they say, good things come to those who wait! lol. Our salesman, Joe was very professional, honest, and made the whole transaction smooth from start to finish. Thanks Joe! Hubby is one happy man!

Excellent experience overall. The appraisal took about 30-40 minutes. Good offer - just $137 less than Carvana and $2,500 more than the dealership. Brought the car back to sell 4 days later (offer good for 7 days). Super clean waiting areas and friendly staff. The wait time to do the paperwork for selling takes about 1 hour. All around, great experience. Just need to speed up the process. Will be back!

Oscar was knowledgeable, friendly, courteous. He explained everything in detail and answered all of my questions. He even took some pictures of me by my new car. It was a very pleasant experience. Thank you Oscar!!! Job well done...

Best online quote. When I got to the dealership it was quick, polite and easy. Reception did the paperwork and the tech reviewed car and removed plates and toll pass. Soon the paperwork and check were in my hand. In and out in less than 30 mins. Recommend this service.

Excellent service. Honest and credible. Bought my vehicle with a few glitches needed to move. They said when I got settled in my new house they would take care of me. Three months later I called they had me drop it off. I pulled into the service center 10 minutes later drove off in a loaner car. They called a couple days later it was fixed. I pulled into the service center 10 minutes later I'm back in my vehicle. Everything was fixed. I can't say enough about Car Max if I could give them 10 stars I would. Thanks Car Max. Promises made and kept. 👍👍😀💗

A few years ago I bought a car here and when I was recently looking to purchase a new one I returned. Not sure what has happened over the years but the service leaves a lot to be desired these days. So impersonal. I tried to make jokes and be upbeat with the people I was speaking with any everyone was just straight to business. The appraisal they gave me was a total joke. They claimed my car was “shifting hard” and that was the reason for the low ball. I took it to a few dealerships in the area and was offered THOUSANDS above what Carmax offered. In the lobby was a big sign saying they allow a 24hr test drive and when I asked to do this I was told I couldn’t because I already drove the car that day (for 10 minutes). I was planning to buy the car outright but who wants to drop that kind of money when no one seems to care about you as the customer. It’s great they don’t haggle and you know what the price is but their customer service sucks.

Made life easy for us as new parents when we had to trade in for a van right after our twins were born. Good selection and the staff was very polite and helpful.

This was the fifth car I have purchased from Car Max over the last 15 years. If you prefer certainty in your car deals this is a good place to do business - I knew the exact price for the purchase and exact value of my trade, no balancing one off against the other. While the vehicles are premium priced the quality is higher and you get the 5 day buyers remorse clause along with a 30 day warranty. My salesman was polite, positive and prompt. He was good to work with and handled all details with skill. There was a problem with the DMV computer so my tag transfer would not go through. No problem, they loaned me a dealer tag till my paperwork went through - then I sent the tag back via Fed Ex in the envelope Car Max provided.

Easy in/out. I received an offer for my car via email that was good for about a week. I scheduled an appointment for Saturday at 10 am. I arrived on time with all the documents. Quick check in at desk, I waited while they looked over the car and then they confirmed the price. I then drove the car into a garage and said goodbye to it. I signed the papers and left a half hour later with the check in hand. I was there for an hour and 15 minutes total. Pleasant waiting room with water. I'm very pleased with the service provided and the price I received for my used car.

I strongly advise against considering CARMAX for your car purchase. Despite having acquired two cars from them, I encountered numerous issues with each purchase. While they project a friendly demeanor when securing your transaction, their commitment diminishes once you are bound by a contract. The financial department's customer service, in particular, has consistently resulted in late fees due to their failure to automatically process payments. In the past five months, I have had to contact them repeatedly to rectify this issue, causing significant inconvenience to my overall financial obligations. During these interactions, the customer service representative exhibited a lack of competence, and upon expressing gratitude for his assistance, he responded dismissively and abruptly ended the call. I recommend exploring alternative options for your car-buying needs.

My first experience buying a car at CarMax. Mark S. Moratzka was absolutely the person I was looking for to assist me in the search for a vehicle. Professional and helpful, a great listener who understood what I was looking for, and found us the car. The perfect fit for my daughter's first car. We are very happy with the car. Thank you, Mark.

Great experience and I love my new car…2015 Mazda 3 I Touring 2.0 Sedan (Red in color) 6 speed manual..no problems so far…the only concerning thing was how dirty the oil was when I did oil change

This was my first experience buying a car through a company other than the traditional, local “car dealer.” I would have rated the entire experience with 5 stars if not for the last step in the process. The initial steps were great. My EXCELLENT contact in the sales process, Laura, is a superstar. I put her in touch with my 21 year old son for whom I was buying the car. I gave them my budget and mileage parameters and 1-2 days later they brought me the choice of cars. I didn’t have to leave the comfort of my home. But when it came time to go pick up the car…that was a different story. The car was not ready. The person at CarMax in Sterling, Virginia took hours to do things like attempt to call my bank to verify the official bank check, etc., etc. If I had not walked over and asked “what’s the problem” they likely would’ve stayed on hold for another hour with Truist/BB&T bank trying to get someone live. For over 2 hours my son and I sat there with no updates and no communication. Laura and I got the football to the 10 yard line, and then CarMax really dropped the ball.

Stephen was fantastic to work with. I already knew the vehicle I was interested in since I had it shipped from another location. Only issue was the mileage on the vehicle was about 5K more than advertised and shown on in the pictures, but that was the fault of the originating location, not updating it after an employee was using the vehicle. However, they did make a price adjustment for the extra miles.

Mark was phenomenal - courteous, transparent, easy to work with, and straightforward. We had a great experience both buying and selling with Carmax and will definitely continue to do business with the company! 10/10 recommend

My experience from start to finish was nothing short of amazing! David was my sales associate, and he was wonderful to work with. He accommodated my schedule, answered all my questions, he was very friendly and made the entire process a breeze! As exciting as it is to purchase a new vehicle, it can be dreadful at times due to long waits and all of the paperwork involved, but I did not experience any of that dread with CarMax. This is my go-to place to buy a vehicle. Highly recommend!

Brought my 2013 Audi Q5 in here to sell on a Saturday. Simple process even though it was a bit of a wait. That is understandable for a Saturday afternoon. Ended up accepting a good offer and the finance department was very helpful in completing the transaction. MUCH better than selling privately.

Great experience with Christina! We chatted while the appraisal was being done on my car and time flew by! Good offer which was good for 7 days. While I wasn’t buying, I did notice they had a large selection of nice looking vehicles.

The whole process was painless and went more smoothly than we expected. We got an online offer, took it in and had it inspected, they confirmed the offer, and we walked away with a check an hour later. Very pleasant staff at every step and the showroom is clean and well organized. My father, who was selling the car, was extremely impressed by the experience.

These days (Apr 2022) car buying and experience doesn’t gel… you can’t get both, while they have lots of options, it’s next to impossible to get an appointment for test drive, they’re always busy in the evenings and there’s no one to answer your questions just a kiosk to browse, IMHO you can can do that on your phone so kinda redundant but they do have many options to choose from so still recommend for browsing their lot if you’re in for a used car purchase. Update (June 2022) In an ideal world CarMax is the best place to buy or sell your car… no pressure, no haggling, no bait and switch, quick appraisal. Unfortunately we don’t live in an ideal world but I’m glad there’s CarMax, we sold our car to them, they gave us 5k more than dealer, 7k more than caravan and 6k more then other online car buyers (2017 Honda Accord EX-L fully loaded) Car buying was just ok, we didn’t buy from them but we will in future because of a great customer experience.

I had a pretty decent experience with my local CarMax purchase. If I'm being 100% honest, I did encounter a couple of bad salesmen prior to getting one that was patient enough to answer all of my questions. Indeed I did feel that if you look poor the sales won't give you much help. I was able to do most of my vetting online and only had to go into the show room to test drive a few cars. I did like the ability to test drive vehicles for 24 hours prior to purchase. I did do that with two additional cars. I ended up purchasing a Mercedes C300 which seems to be running well with no issues. In addition, I think being able to keep the car for 30 days help customers feel good about their decisions on deciding if this is the right vehicle for them. All in all, I would recommend CarMax to my friends and family. ' Thanks :)

Our car buying experience was great. It took some time, but these days everyone is short-staffed and the salesperson worked hard to do everything. Julio was a great salesperson. I'd highly recommend him. I love the touch of putting the bow on the car. This was my son's first car so it made the experience special.