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March 2024 by Wong S.
I sold my car to the Kearny Mesa store. 2 days later I realized I left the garage opener in my car. I called the store and asked if they could help to locate it. The lady who talked to me said the car was shipped to another store but she would send an e-mail to the other store to ask them to check, and asked me to call back a few days later. 4 days later, I called back, and here's all the frustration started. I called the phone no. of Carmax Kearny Mesa, but call was actually directed to Carmax's national center, there's no way I could call directly to the Kearny Mesa store. So I have to tell my case to the guy in the national center before they can transfer me to the Kearny Mesa store. It happened the lines in Kearny Mesa were busy so I was put on hold for 30 minutes, and finally the guy in the national center told me better hang up and call again later with the extension no. 6090. 10 minutes later I call, but there's no extension of 6090! So again I had to talk to someone in the national center, tell her the story again, and have her transfer me to the Kearny Mesa store. This time I got someone at Kearny Mesa store to talk to me. Again, I told him the case...... He put me on hold for 1 hour and 15 minutes, without talking to me during the whole wait time. I felt that something was wrong, the guy might have forgotten that he had put me on hold so I called the national center again with another phone, told my case the fourth time, and got transferred to the Kearny Mesa store once again, talked to another lady there, told her my case..... This time the lady told me the car was shipped to Carmax Murrieta, and she transferred me to the Murrieta store. I thought I could finally talk to someone in Murrieta, but the call was transferred to the national center again!!!!!!! What's wrong with this SOP that all calls are actually going to the national center? It's wasting the time of customers, is totally inefficient, and makes no sense at all! As you can tell, I have to tell my case to another guy in the national center before he could transfer me to the Murrieta store. Finally, after 2.5 hours of being thrown around, I finally talked to someone at the Murrieta store. And of course, once again, I told him my case, and it seemed like they knew nothing about my case from the Kearny Mesa store. He asked me to leave a phone no. for a callback, as they need time to locate my car to see if the garage opener is there. I am now waiting for the Murrieta store to call me back. If I don't receive their call in the next few days, I am sure I have to go through that frustrating process again to contact someone at the Murrieta store. Carmax, this totally frustrating!!!!!!!
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March 2024 by Nikki C.
Jeff Shaffer should not have a job at Carmax. His attitude towards customers is truly appalling. I understand some people have off days but WOW. Thankfully the manager transferred us to another associate. Though, management and other employees did address they were aware of his disrespect towards customers in the past. Wondering why they let him continue to work with this child-like "bully"behavior? Very embarrassing for Carmax to condone such poor customer service.
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March 2024 by Margaret D.
Came here for a test drive. It took maybe 15 minutes beyond my appointment time to get seen and the desk rep told me I could wander the lot to find the car I'd reserved. I couldn't. But I found a Tesla to test also and one other car, but was told I could only do 2 per day. The car was brought out and the rep gave me the keys and told me to come back in 20. That's fine on some cars but not if the last time you bought a car was 10 years ago and you're in a Tesla. He just told me all the controls were on the turn signal handle and gave me a bar code card saying if it stopped suddenly with a hard brake it would turn off and I'd have to scan the bar code. I asked how and he said it would tell me. This seemed a little weird to me--what if I had to hard brake in traffic? I didn't know how to adjust the mirrors or anything else. On the other car, I didn't know how to adjust the display light and so had a hard time driving. Anyway it was an odd and impersonal experience. The office itself is a cavernous liminal space lit by fluorescents reflecting onto institutional white tile, adding to the feeling of indifference. At least I'd have the rep make sure everything is adjusted before they send you off.
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February 2024 by Heather Duvall
Christian at the Kearny Mesa (San Diego) location is an absolute delight and a blessing. Thank you such much for your help and emotional support lol.
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February 2024 by Victor Moran
Great customer service, very happy with your offer. I will always recommend.
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February 2024 by Clinton Foster
They made it very easy to purchase my vehicle. Chris was very helpful as a salesman..
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February 2024 by Dale Sandford
CarMax is slipping a little bit on their service and pricing. I bought 2 vehicles from them, 3 and 5 years ago. However, they have kept their prices (especially for trucks) at high levels, so I ended up purchasing a new vehicle instead this past weekend.
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February 2024 by Sheila Golding
I purchased a2015 honda crv on 11/1/23. Jordan was amazing even ordered a piece for my cup holder that was missing for free. Where they exceed a 100% customer satisfaction 20/10 is that 94 days after the 90 day warranty I found out from aaa my alternator was reading low and may be why my battery died. Even though I am over the 90 days I am under the 4000 miles. Carmax is honoring the warranty even though contract states whichever comes first. Thank you so much
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February 2024 by Tadhg Keaveny
Had a great experience working with Big Jeff
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February 2024 by Team EQ
Car ? Max low ? ball
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February 2024 by Ruben .Lozano
Very good experience, Cristian treated me very well and quickly, I arrived and left with my check in less than 20 minutes, I recommend you fill out all the information correctly online and arrive with your offer.They paid me what I said in the offer.Super recommended!!!
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February 2024 by Talbert
Fair price for selling your car. Awesome in-store system and service.Online, not so much.
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February 2024 by Honee Orpilla
The whole process was quick and painless. Levi was very efficient and thorough. Thank you so much!!
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January 2024 by Ian Williams
Spoke to Mike in service today! Everyone should learn from this guy ! Thanks Mike for getting me scheduled and taken care of in a timely manner
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January 2024 by Karla Frost
Loved the ease to buy a car with no pressure or upselling. I knew exactly what we wanted and was able to go in test drive and then buy!