CarMax in
Laurel Brook (MD)

great experience. quick, efficient, straight to the point and no goofy stuff. got my plates day of from the carmax. the woman who helped me was amazing. she was new but she really looked out for me. we actually had a pretty deep conversation and it was nice. the people are very welcoming and almost friend-like. lot’s of different personalities and races of people. all around great experience with lil to no issue (the car had to be detailed).

If I could leave negative stars I would because the lack of communication between online support and in-store is dumbfounding. I was told I could sell my car without having my cosigner with me, and boy was that incorrect. I took 3 hours out of my day to sit and wait for them just to turn around and call me an hour just to tell me to come back and get my car. I will NEVER do business with CarMax ever. again. Thank you for the waste of time and making me late for work. Upon receiving my car back a piece in the front was broken

A great experience from beginning to final purchase of our gently used 2018 Hyundai Sonata Limited. What a fun car - we are deeply grateful and satisfied customers! Thanks Michael Avizad, senior sales manager. - sincerely appreciated your service!

The service department is sub-par. Wife buys a vehicle and it came with the 90 day warranty before all of the others kick in. So within the first week she realizes that the brakes are making noises. She calls and is told to bring it in. After they look at it it is found that all the brake pads and rotors are at the minimum spec to pass maryland inspection. Keep in mind they do their millon point inspection, or at least say they do. So after a little back and fourth they replaced everything at no cost to us. I mean that was the very least they could do since we juat paid 30k for this thing. So we move forward to almost a full week after the brake repair the "steering assit reduced" light comes up. The temp gauge goes down and the thing sound like a plane about to take off. This is a very common GM issue. That problem comes and goes. I also noticed that it is leaking antifreeze in the rear. I got under the vehicle and seen a active leak around the hoses for the rear heater. We call and set it up to come out the following week. So before we take it i realized that the back window is leaking. So we take it back for all of these issues and wait for an update. Well get the update of them not finding issues except the window leaking. They couldnt find the leak after they seen my pictures, they sent me one back with staining saying they couldnt find it, well i guess the tech didnt wanna do the job. The reduced steering assist they could not duplicate, even though it is a common GM issue. So common that a little google search would have given you 50 million results all saying the same thing. I guess the tech had fun doing the test drive since the drivers seat was put all of the way down, laid back some, and the radio station changed. So now to the window leaking issue that was found right away and parts were ordered. Wife calls and checks on the status to be told the part will be in at 11 and will be and hour after. She called back around 1:30 to be sent to voicemail. So almost 3 and no call back. So she called again and was sent to voicemail, to call back again. So we head out there to see what is up. We get there ask and we were tild our service adviser will be out to talk to us. So she comes out to tell us the part wouldnt be in until after 4. My wife asked what happened to parta coming in at 11 and the service advised mad that she was getting questioned. Mad enough to give attitude saying I never gave you a time. So my wife came back with you told me parta was coming at 11 and it would take about an hour to complete. Service adviser got pissy and said she never gave a time and walked away. About 530 the service adviser comes out says it ready and hands the paperwork with no explaination on any of it. So we now have a vehicle with 2 issues that i will have to pay out of pocket for. 2 issues they could had corrected but choose not to do their job and do whats right for the customer. 2 issues that would had effected their pocket not mine. So just stay away, far away and take your money somewhere else.

As a previous customer who has bought 2 other cars from CarMax in Laurel it saddens me to leave this negative one. However, I would leave negative 10 if I could. We were so upset about the experience it took awhile to get past the anger to write this review. Bought my husband the FORD truck of his dreams and based on past positive purchases we went to CarMax in Laurel this year. (2025) Bottom line the Tailgate on the Truck was defective and the service department could not fix it despite having it for over a month. My husband drove the replacement car longer than the truck. The customer service after you buy your car at the Laurel location is none existent. All the upper management were aware of the situation but never tried to rectify ( we offered to take another truck) but they were not about resolving the situation. Finally they agreed to a refund and we had to push to get all our money back. Sadly, only one person at end apologized for our very bad experience. We were told that the general manger at this location knew about the situation but we never heard anything at all from that person. With this big of a screw up as the head person you need to meet with the customer and at least apologize. Finally, I believe that they had hoped we would keep the defective truck if they made it hard enough for us to return it. Almost 6 weeks of hassles for a truck my husband got to drive about 5 days. Also, I cannot prove it but I am pretty sure I saw this same truck on their website after we returned it. Signed a former loyal customer

If you are looking to buy a car this dealership would not be one I recommend. For days we have needed them to send us one thing for our bank to finish approving the loan and we have not been able to get ahold of anyone. We have called for days multiple times and only gotten one person on the phone from the business department and even then they said they would get back to us and we still havent heard a thing. The sales team who work from home are incredible. Every person we have talked to has tried to help but the business department and the dealership.. terrible. They have drug this out for days. After we get our car we will not be back to this dealership nor will we recommend to anyone. This has truly been an awful experience and has taken the excitement out of this. I am highly disappointed. If i could give 0 stars i would. P.s FINANCE THROUGH YOUR OWN BANK IT WILL SAVE YOU 5% interest.

I went to CarMax in Laurel for a scheduled 10:00 AM appointment, arriving early at 9:00 AM. I was told the body shop tech would take my car at 9 to address some paint issues from when I purchased the vehicle, then the service tech would take it at 10 for my original concerns: the front fender camera on my Tesla, the rear glass trim, and basic maintenance. What should have been a quick visit turned into an extremely long one. Replacing wiper blades and a HEPA filter should take about 30 minutes total, but I ended up being there from 9 AM until almost 3 PM. I was told I’d get an update around 11:30, but I didn’t hear anything until 1:13 PM — only to be told the parts needed to be picked up from the Tesla store down the street and would take “30 minutes to grab and 30 minutes to install.” After that, the service advisor went on his mandatory lunch break and said he’d keep me posted, but I didn’t hear back again until I approached him myself after 2:30 PM. My car was pulled around shortly after, but even after all that time, my actual concerns — the camera and rear glass trim — still weren’t addressed. As a former tech myself, I understand the “waiters gonna wait” mentality, but a nearly 6-hour wait for wipers and a filter is excessive. A simple heads-up about realistic wait times would’ve gone a long way. I’m hoping my next visit is smoother and that the remaining issues actually get resolved.

Do NOT buy a warranty from them. They do not have the expertise or proper equipment to service a vehicle. Currently they are on day 3 to replace 3 TPMS sensors. A 2 hour job at a competent tire shop at best. Repair of front parking sensors took 9 days.

Laurel Car Max was Great. I worked with Levin and Jai. They kept me informed through the whole process and made it easy for me. I had a vehicle shipped from another state. When the delivery was delayed, CarMax refunded my shipping fees. When I showed up at my appointment, everything was waiting for me. I had test drive and subsequently bought the vehicle. It was an easy and nice experience. I would do it agian.

It’s quick, simple and efficient process. You get paid, as offered the same on online application. You just go and drop your car and get paid. It’s as simple as that !! On top, Carmax pays the best price for your used car, when I compared offers from any other used car dealers or companies . Carmax is the best!!

Jeff Dawkins is an amazing salesman. He was very attentive to my needs and budget! He was also very professional, patient and thorough. He made my car buying experience pain free!

This was my first time selling a vehicle & my experience with CarMax was absolutely great! The reps were very knowledgeable & professional! The process was extremely easy, since I was already informed on what docs I needed! I would definitely use CarMax again & highly recommend their business!!

We can’t say enough good things about our experience selling our car to Carmax! From the moment we walked into the building to the moment we left was a totally amazing experience. We got an online offer and when we arrived we met with associate at the business service center and from that moment on every single person we interacted with was fantastic! The whole process took less than 30 minutes and our expectations were exceeded tremendously. If you have a car to sell and/or to buy, we would definitely recommend going to Carmax!!! We’ve never experienced a selling/buying experience like we recently did at Carmax!

The entire process was very easy and straightforward to have the car we wanted shipped to our local CarMax and to purchase it. Our salesman Levin was friendly and helpful. We are thrilled with the car we got and the price we paid for it.

CarMax in Laurel made car buying an absolute breeze! My sales agent, Ms. Jacqueline Pretty, was amazing—she went above and beyond to make the entire process smooth and stress-free, even staying late to ensure everything was completed. The service was phenomenal, quick, and truly customer-focused. I couldn’t have asked for a better experience. Highly recommend CarMax Laurel and Ms. Pretty!

I’m very disappointed with my experience at CarMax Auction. We bought a car that they claimed only had a differential problem. Based on that information, we spent $1,100 to fix it — but the issue is still there. It’s clear the car had more serious problems than what was disclosed. We trusted their description and expected honest, accurate information from a professional auction like CarMax, but that trust was broken. This experience cost us time and money, and we feel completely misled. Buyers — be very careful. CarMax Auction does not provide the full truth about vehicle conditions.

Carmax was recommended to me by a couple of colleagues and my goal was to stay in one place if possible. Vincent was professional, personable and purposeful in directing me through my search. The entire process was painless and efficient.

Pretty standard CarMax, to be honest. They have a big lot with a lot of cars. Also SUVs and trucks, but don't buy those. I promise you, you don't need a giant vehicle. But if you insist, CarMax has them too. (Buy a sedan instead, no really). I wasn't blown away by their service, but there wasn't anything to complain about. We reserved a car to test drive, we walked in, drove the car and left. It just wasn't the right car for us, but I love the ability to do that and not have a sales person all over you the whole time. I didn't buy a car from them today, but I'll almost definitely buy from them eventually. I've already preached at you about utes, so I might as well throw in two more cents. Don't finance a car at CarMax. Go to your bank or visit a credit union and find a lower rate. It's not that CarMax is bad, it's just that you can probably find a better interest rate somewhere else. You won't know until you've tried, but trust me, it'll probably save you thousands.

Best car purchasing experience ever! Very informative, quick, and efficient....Andre Duckett of Carmax Laurel was exceptional! He walked me through the process step by step from getting the car shipped to the express checkout. I cannot say enough to show my appreciation. I can't see me buying a car from anywhere else ever again. I wish I could give 6 Stars!!!!

I showed up at the wrong CarMax and Laurel fit me in their busy schedule after I was told I wouldn’t make the other appointment in time. The atmosphere is very spacious and clean. The vending machines were fully stocked. Most of all the staff was very accommodating, professional and friendly. Thanks for the great service Ms. Nickeeya Dickens!

My experience was awesome; the sales agent (Samuel) was professional, knew the system/cars, accomplished the paperwork in record time, and was available during the entire process for questions and clarification. And CarMax has a rock solid guarantee for the cars they sell.

The sales person was great. My issue is w I th the car itself. The car was clean in and out. The car should have never passed MD inspection. The muffler was lose. The muffler heat shield was loose. The front rotors were wart. Needed brakes. Sometimes got over looked 125 inspection check must have been done by Donald Duck. They did fix the problem but this should have been done before the sale. The car was over price and it was in a MVA. THEY DID NOT TELL ME ABOUT. I SEE WHY THEIR STOCK FELL 20 %.

I had a great experience buying my Jeep Grand Cherokee at CarMax in Laurel, MD! There was no pressure at all — everyone was super understanding and easy to work with. I got to test drive the car on my own with no salesperson in the car, which made a big difference. Claude helped me through the process and was amazing — he clearly explained all the numbers and wasn’t pushy or sneaky like some typical salespeople. Highly recommend asking for Claude if you're looking to buy here!

I recently purchased a vehicle from the CarMax Laurel location and had a phenomenal experience. My appointment was at 7:30pm and when my wife and I arrived the staff was welcoming. We had to wait a while for an associate to free up, so my wife and I played Heads Up while we waited. Mr. Thomas was our associate and he took great care of us while he was finishing up with another appointment. Mr. Jonathan kept checking on us while we waited we appreciated that, and also Mr. Steve also came to check on us. Everyone made our car buying experience easy and treated us like family. Mr. Thomas took his time and was very patient with us and we loved the car we purchased. Mr. Tommy finished the purchase process off with great customer service. Mr. Jonathan came over to us and thank us for being accommodating for the wait and gifted us a couple of oil changes on them for the long wait. We were appreciative for the gift. If you are looking for a great experience to purchase your vehicle, please contact and go to the CarMax Laurel location they will take great care of you and your family. Thank you to everyone at the Laurel location my family and I are customers for life.

I'm beyond impressed and satisfied with the customer service and commitment to making me feel like I found a real partner in my car transaction. From the purchase process to a hiccup with my car, I honestly couldn't have expected a better outcome. I've sold vehicles to CarMax before, but never purchased until now. I'll definitely be using them again in definitely and have been spreading the word about my experience to friends and family. If you need a great consultant to work with at this location, reach out to George Holland. He's amazingly helpful and made my experience ideal. Thank you

Carmax goes above and beyond for every customer. Carmax made me feel valued as a customer and a person. Everyone I interacted with had the mindset they were there to make your car buying/selling experience positive, with no stress. Carmax staff will help you fix any small problems, and some big ones. Carmax must have an exceptional training program for their employees because the consistency of pleasing the customer was the same as I transferred to different support groups. This is what I learned, volume is not Carmax's secret sauce. Carmax secret sauce is their people and their culture. It is an amazing thing to see in person with a major life transaction like purchase a vehicle. It a shame I can't add an additional star to this review, like the golden buzzer on America's Got Talent. Carmax especially the Laurel MD location would earn my sixth star ratings award. Trust, quality, customer focus, no hassle, no hard sells on nonsense, great employees who care. I will never buy a car anywhere else.

Sean King did an amazing job for both myself and my wife. I had used the app to look at vehicles, and in fact ordered one up from VA for free, so I came in with my pre-financing, trade in value, and major decisions made. I was complete and on my way home in about 2 hours, and a chunk of that was because I decided to go in on a Saturday morning when they were busy, so I had to wait my turn with everything. My wife took maybe twice as long, but she didn't even have an idea what she wanted when she went. Great people working there, lots of choices, and an easy shopping experience.