CarMax

Had a great experience purchasing my car with Oscar. He helped out with a lot of questions my mom and I had and was very patient so I felt comfortable with my purchase. After purchasing I took my car to He helped out with a lot of questions my mom and I had and was very patient so I felt comfortable with my purchase. After purchasing I took my car to get checked by my mechanic and unfortunately found filthy air filters, a weak battery, and a couple other minor issues. I was disappointed to hear about these simple problems, especially because CarMax has their salesperson walk you through a whole checklist of standards they check for the car, including clean air filters, etc. However, I did appreciate that I was able to make an appointment fairly quickly for the CarMax service department to fix these issues. Regarding the service department, I was initially quite frustrated because I dropped my car off early in the morning and was told I would be informed whether my car would be able to be picked up the same day or if it would take more than a day to fix the issues. I proceeded to hear nothing throughout the day and it took me calling several times over the span of a multiple hours (I called a couple times and got no answer, so I left a voicemail that was also not answered.) to get any update on the status of my car. I understand that the phone lines get busy, so my frustration is not at the phone not being answered but rather at the lack of communication. I was told that I would hear back from the associate working on my car which did not happen until the end of the day after I had asked for an update twice. The next day, I also did not get any update until I called the service department, again after not being able to get through a couple times, and was finally connected with Gianna (hopefully that's spelled correctly) who was super helpful and who, I felt, really turned around my experience with the service department. She let me know when I could expect to hear back from her and then actually did get back to me when she said she would. She was also able to give me a real update on the status of my car and give me a tangible estimate of when I could expect my car back. She also was able to secure me a rental vehicle as my repair was expected to take a couple days. I really, really appreciated her communication and efficiency. Once I got my car back my mechanic checked it again and was able to let me know that the technicians at CarMax did a great job of taking care of the repairs. While I would've liked the issues to have been taken care of before I was handed the keys, I am pleased that CarMax took care of the issue and it was all covered under the 90-day warranty. More