CarMax Phoenix-Gilbert - Now offering Curbside Pickup


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Rating and reviews of CarMax Phoenix-Gilbert - Now offering Curbside Pickup are from and

10 reviews

Frustrating, Joyless Experience

by Brandon M on May 07, 2021

I ordered my Jeep Wrangler online to be transferred from CA to AZ. While doing this, it took several calls to their main customer service area. For an online purchasing experience, there seemed to be one heck of a lot of traditional interaction. They seemed to have a need to run my credit and get me pre-approved twice before we settled on shipping the Jeep. Days later, by chance I looked extra close at a shipping confirmation, and they were set up to ship a completely different Jeep coming from the East Coast. This was after hours of listening to reps go over the car history, etc. How this could happen after so many confirmations is puzzling. I spent a full day getting that changed. Oh BTW, in order to correct the problem, they had to run my credit AGAIN to assign it to the correct Jeep. We're up to 3 credit pulls. It took about a week to receive the Jeep at the Gilbert location. The website showed at it was received and they're inspecting and putting on the final touches, getting titles, etc. The Jeep sat at Gilbert, three miles away from me, for an additional full week before I got the call to come in. At this point, because Carmax touts everywhere you look their amazing inspection process, and how they're making my Jeep "just right", I figured I'd arrive to a Jeep that's ready to drive off the lot. A vehicle that they've gone over with a fine toothed comb (just like the Escondido lot claimed to do.) When we arrived, the sales person said a check engine light just came on during his (literally) 50 yard drive to bring the vehicle up to the front door. We test drove anyway. During the test drive, we noticed that (1) the car was FAR from ready to show - the windshield was caked with sticker residue, there was a part sitting in the backseat (tailgate hinge) that was broken off, and the engine cover was literally unattached and just floating between the engine and the hood. Not to mention, the check engine light, which was a simple evap issue. Since our salesperson, Logan, who is really great, promised to get those fixed immediately, we made the deal on Tuesday morning. BTW, when finalizing the papers, they needed to pull our credit yet again. 4 credit pulls!! It's now four days later and the Jeep is still in the shop with no specific information on what the problem is or when it'll be done. So, I physically went to the Service department today and spoke with Roger, who's been awesome. Then the service manager, Cruz. Cruz is the only one who's customer service skills were questionable, as empathy, whether genuine or contrived, is not a skill he seems to possess. He had no desire to escalate the situation or push the process, so I did it for him. I went to the dealer lot down the street, where Carmax transferred my Jeep. They told me that they have to replace THE ENTIRE FUEL TANK. Now, I won't have the Jeep until at least early next week. Maybe. Who the heck knows. What an amazing 150-point inspection process, right? Here's the big issue. Carmax touts a meticulous inspection process. My Jeep has been on TWO Carmax lots for well over a month, and even obvious, basic repairs were not done. The Jeep sat at Gilbert for a week before they called me - and it obviously just SAT. Nothing, obviously, was done to it. Yet, they certainly had time to drape the vehicle with Carmax decals, license plate frames, etc. I'm no mechanic and it took me a 5-min test drive to find serious flaws in their process. If they can't take care of the "little" things during inspection, I have no faith that they took care of their highly-marketed 150-point inspection, because both lots obviously failed in this area - not an opinion - the results speak for themselves.That being said, shout out to most of those I've interacted with - amazing employees working in a highly-flawed process. Carmax has totally and completely sucked every bit of joy and excitement out of purchasing a new car. Their inspection process is a flat-out lie.

Customer service 4.0 Buying process 1.0 Quality of repair 1.0 Overall experience 1.0 Does not recommend this dealer. Did purchase a vehicle.

They did a great job I ended up having another car...

by kevinnichols57 on Mar 09, 2021

They did a great job I ended up having another car shipped here and buying that one .It was a nissan murano it was a little larger which I wanted .So far it is a great car.

Customer service 5.0 Overall experience 5.0 Does recommend this dealer.

horrible wouldnt recommend to anyone anywhere

by daniel on Mar 03, 2020

This place tried to sale me a 2016 scion frs release for $23,000. Yeah not happening that was before taxes and all that it ended up being $27,000 for a used 4 year old car with 13k miles on it. No negotiation they said even with cash offers. Wouldnt recommend this place to anyone. Over priced.

Customer service 1.0 Buying process 1.0 Quality of repair 1.0 Overall experience 1.0 Does not recommend this dealer. Did not purchase a vehicle.

used car needy

by Suz on May 12, 2019

I bought a car and decided to return it. Just didn't like the ride. No Problem! Don Foster was the best, no hassle,car salesman that I have encountered! I found another vehicle and no hassle return. It was great. All of the test drives were great and I was very comfortable doing them. Loved working with Carmax and Don Foster of Gilbert , AZ

Customer service 5.0 Buying process 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.

Be Careful!

by JC on Apr 19, 2019

Attention: Your Personal Information might be at Risk!!! I was in contact with a sales agent trying to arrange a date to see a particular car and test drive it. Right away, the agent asked me to provide my Address and Date of Birth via email. It is extremely inappropriate and against rules and laws to request for confidential personal data/information via email just to schedule a date for test drive. I left a VM to one of the sales managers who apparently did not seem to care about the issue. Not to mention that his sales agent was rude and unprofessional. I wonder who the agent would have done with my sensitive and personal information in her e-mailbox! I asked why she wanted this information and stopped receiving a response! It felt fishy! I also submitted an email to Carmax Customer Service – no response either! I will report this! Be Careful before it’s too late!

Customer service 1.0 Buying process 1.0 Overall experience 1.0 Does not recommend this dealer. Did not purchase a vehicle.

Great experience

by P Burke on Feb 28, 2017

Thanks to Dayna Palmer it was a hassle free experience. This is my 3rd car from CARMAX and will return! Great service dept as well!

Customer service 5.0 Buying process 5.0 Quality of repair 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.

Unhappy with service issues

by Robin on Feb 19, 2017

We had a great buying experience and even had good support in service until service could not determine the problem with the low tire light. It appeared on the trip home from the lot. We have had the car in the shop three times and several phone calls. Each time they felt it was something different including the tires. On the third trip they replaced the rear tires to match the front, but that was not the problem. When that didn't correct the issue, service became defiant with my wife like it was our fault the light keeps returning. There answer this time was to take the car to another of their stores were they can put it on their computer to determine the problem. But they said we had to pay $99 for this service. We are unhappy, but are very happy with the car and we are convenced the car is safe. We will be purchasing another car in the next six months and this small problem has given us second thoughts about returning to CarMax

Customer service 4.0 Buying process 5.0 Quality of repair 1.0 Overall facilities 5.0 Overall experience 3.0 Does recommend this dealer. Did purchase a vehicle.

Awesome place!

by CubsFan21 on Dec 30, 2016

CarMax is much smoother than any other car buying experience you will ever find. Their salesman Matthew Johnson is a great guy. He was very patient and helped me find the perfect car after I spent months researching. He really knew what he was doing and gave me a wonderful experience. I would recommend CarMax to anyone!

Customer service 5.0 Buying process 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.

rudely asked to leave.

by Porsche cayman on Sep 08, 2014

I went down to look at a car at 8:40 after they closed. I was told to leave extremely rudely to leave or the police would be called. I said I am looking at a car. The man called the police. Like seriously? I met another man and he was greeted the same. We both where dressed well and drove expensive cars. He said they lost my business and they lost mine. He was interested in a Mercedes and I was in a Porsche. I have no problem being asked to leave. But the way it was said was like I was vandalizing the place. I seen at least 2-3 cars at every lot. people come and look at night.

Customer service 1.0 Buying process 1.0 Overall facilities 1.0 Overall experience 1.0 Does not recommend this dealer. Did not purchase a vehicle.


by William on Nov 20, 2011

I went there looking for a Jeep I saw on and they got me a carfax report and test drive (a good long freeway and street drive) as soon as I arrived. They were extremely friendly and honest. They admitted that the Jeep had been in an accident but proved that it was only a fender bender. As a matter of fact, they guarantee not to sell cars with any type of frame or flood damage. They even replaced the battery for free because they noticed some corrosion on the connection when I was inspecting it. They let me look the car up and down, inside and out as much as I wanted. They HARDLY charge ANY fees! It's great. The taxes and fees together were only 10 percent of the list price. Best customer service I've ever had at a dealer! They even sent me off with a full tank. :) Thanks Phil at the Gilbert branch for helping us!

Customer service 5.0 Buying process 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.
Dealer Responses

William, we are SO excited that you had such an excellent car-buying experience! We will be sure to pass along your review to Phil at our Gilbert location. Welcome to the CarMax family and hope you are enjoying your new-to-you Jeep.

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