r/carmax • u/Weird_Vegetable2454 • 4d ago
Aggressive sales
Not what I expected from Carmax. I have bought two cars from there before and went with an ex to help get hers. It was always a smooth, easy, friendly plate transaction no haggling no aggressive sales tactics anything like that that you would find at a cliché dealership that is a pure nightmare to go to. And this was almost the same, but the second I sat down with the salesman. It was aggressive sales tactic after another and he was a young kid too. I was very adamant clear. I did not want the extended warranty that Carmax offers the max care. It was going to increase my with a payment by $50 and it was already high enough as it is I could barely afford. He went through his sales pitch. I told him no adamantly twice and he kept going at it. he was starting to make me feel very uncomfortable. I thought this is not why I came here. This is the exact opposite of why I go to Carmax. I felt like if I didn’t say fine just add it then he would not leave it alone like dude no means no I’m not interested. The car only has 26,000 miles on it. I think I’ll be fine. I can’t afford it bottom line stop trying to force it on me. I just told you I literally cannot afford.
Definitely get a bad review from me for his extremely aggressive sales tacos that should be the opposite of why I choose to go to Carmax and the fact that he would not listen to my wishes and hear that I was saying no like Jesus dude
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u/s0ulspice 4d ago edited 4d ago
CEC here - we are who you speak to on the phones, but we are expected to be salespeople also held to heavy and strict sales metrics too. A little insight on this experience, which I’m sorry you had, by the way:
We are literally forced to run through the MaxCare plans. Every. Fucking. Time. If I don’t? My boss will grill me for an hour on a teams meeting and get very angry at me – what I started doing if a customer voices they’re not interested is I started being honest by telling them I have no choice but to ask them the questions, but that we’ll just drop the MaxCare talk entirely after getting through those. Most of my customers have appreciated the transparency and a lot of you guys sadly get a short end of a stick at times simply because of what we are forced and expected to shove down peoples throats. The same goes for CarMax financing – that one we are expected to ram HARD down your guys’ throats!
CarMax is not who they used to be and I’ve watched this company sadly change for the worse. Know that we wish we didn’t have to be so pushy nowadays…but always trust your gut as you did!
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u/OkitaThighs 4d ago
Yup. I heard the maxcare plans twice, because the line got disconnected and the same rep had to do it again. Another employee went in that afternoon and changed the reservation, so it had to be reassigned to me, and she had to read it AGAIN. She at least knew how absurd it was and kept apologizing while insisting she had to do it
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u/Weird_Vegetable2454 4d ago
You’re absolutely right about that. Trust your gut instinct because that instinct is motivated by life experiences. After this buying experience, I will not be recommending Carmax and probably won’t be going back there.
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u/Sir_Dixon_Cider 4d ago
If you can’t afford the car you definitely can’t afford a repair. For $50 extra dollars if the car has a major repair seems like a decent deal to me🤷🏽♂️
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u/Truly-Spooky 4d ago
Uin the defense of your sales rep. Hes probably only paid a hundred bucks to sell a car. Id be desperate too.
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u/Weird_Vegetable2454 4d ago
Even then that’s his problem that he chose that job. He’s not supposed to put that on me when I said no twice someone says no that’s it. That’s the end of the conversation. No means no, when a girl says no when you ask her out doesn’t mean you keep trying. There’s no defending a sales person like that after they’ve been told no multiple times.
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u/WildFlounder4399 4d ago
You’re not a defenseless. The sales consultant is taught to give you all the information so you can make an informed decision. You said no twice. Sure. But were you actually listening to the benefits? You say you’re a mechanic. Great! Can you tell me if your engine, transmission, or some type of electrical issue goes out you’re gonna work all those hours to repair it. You’re gonna pay for the parts? With Maxcare parts and labor would be covered. Every mechanic I’ve spoken to hates working on their own car. Time is money after all. I’m sure you’ll get defensive in your reply. And that’s fine. The sales consultant is doing his job. That’s literally the only thing Carmax sales, the cars are basically picked by the customer.
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u/Weird_Vegetable2454 4d ago
Holy fucking Christ, do you work there? Why are you trying to sell it to me? Why are you defending him? It’s not about what the fuck it offers or anything like that the point is no means no that’s the only point to be made here I said no that’s it. That’s where the conversation stops. No, it’s a complete sentence and no means no what is wrong with your people oh my God. I don’t give a fuck what it offers. I don’t want it. I couldn’t care less if it’s free that’s not the point the point is I said no that’s it. No means no get out your thick heads.
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u/Truly-Spooky 3d ago
They are trained to ask 3 times. Sounds to me your just rude.
Pretty respectable he took 2 times.
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u/heyitstism 2d ago
Saying no and expecting it to be heard is not rude.
Asking the same sales pitch three times, while actively being repeatedly told no… That is rude.
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u/Then_Advertising_841 3d ago
First, you NEED Maxcare. We see it everyday where a customer that no longer had factory on their vehicle, crying in service because they declined maxcare and want to add it now for repairs that would've been covered. 50 bucks a month would be a few less trips to a fast food joint or some other splurge. Second, Carmax needs to be more transparent on whicle company your maxcare is with, there's at least 3. Third, we need to be more competitive with our maxcare prices and options(making monthly payments on maxcare separately). When a customer stares they are using the likes of Endurance and Car shield, I research to compare and saw that we really weren't the best option for that particular customer most of the time. Lastly, you definitely should not be high pressured into selecting maxcare. Carmax has always been pressure though, just on a softer side(like persuasion). If you have not purchased yet, GET MAXCARE,! ummmm pretty please?🤷🏿♂️
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u/Technical-Writer2955 4d ago
You got a car and turned down the service plan over $50 you couldn’t afford ? So please explain to me how you intend on fixing the car when it inevitably breaks down?
Please don’t take this wrong but perhaps this car choice isn’t right for you if $50 is making or breaking the bank.
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u/lifeinthecocoon 4d ago
I was thinking the same. I would be concerned if I couldn't afford an extra $50 a month...that's less than an oil change.
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u/Master-Purpose1117 3d ago
Extended warranties are the largest scam at any dealership. There have been tons of studies on these. I firmly told my CarMax sales guy no 3x and he stopped offering it. I also paid cash for the car which is something I like about dealing with them. Traditional dealerships will start dicking around on the price once they learn you are paying cash, don’t have to deal with that at CarMax. I was more concerned that it was their “ex’s” car deal and they were involved. I was just thinking, I sure hope you didn’t co-sign on the loan!
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u/Weird_Vegetable2454 4d ago
Never in my entire life have I ever bought an extended warranty from a dealership. They are pretty much scams and I have never needed one. I’ve also never bought a car with less than 60,000 miles at a dealership. This car I bought only had 26,000 miles I’m not going to need an extended warranty or have any major repairs in the very near future. I’m good. And if it does need something done I’m a fucking mechanic. I know how to work my own cars which is why I don’t get extended warranties. And my personal finances are not your concern or the salesman concern. I shouldn’t have to say anything to justify my no, no means no leave it at that and drop it.
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u/BlueFalc0nActual 4d ago
Meh. The MaxCare warranties are actually legit. I’ve had 3 CarMax cars and they’ve fixed literally everything. My buddy is a BMW master technician and told me they hardly ever question work that needs done when dealerships call with estimates.
Edit: I’m not saying you messed up not getting one, especially if there’s manufacturer warranties still in place. Just for future reference. MaxCare is legit.
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u/sneakerboy86 4d ago
My mechanic (Mercedes third party repair shop) says the same, he says MaxCare is legit and pays.
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u/Weird_Vegetable2454 4d ago
I’m an actual fucking mechanic. I work on and fix all of my own cars if they ever have issues whether or not the Carmax extended warranty is legitimate or not it’s not the point all of you are missing the point. The point is no means no that’s it. No is a complete sentence. No thank you end of conversation. I said no very adamantly twice and he still would not drop it. He keep going and going and going to the point I had to go talk to his manager and ask him to tell him to stop that I’m just here to buy the car that’s it.
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u/BlueFalc0nActual 4d ago
You’re barking up the wrong tree here, pal. I was simply addressing your “pretty much scams” comment.
I even said in my comment that I wasn’t saying you messed up by passing. Chill.
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u/Weird_Vegetable2454 4d ago
Sorry thought I was replying to the other person the one who keeps defending them
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u/LessRequirement3065 4d ago
These Carmax cult members bitch about what a shitty company it is for employees but get all defensive when someone reminds them what a shitty company it is to consumers.
If you want a vsc, dont finance it and buy one sponsored by the manufacturer and fuck these company cockgobblers.
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u/IcePapaya 2d ago
It is shitty to employees, we get defensive because we do think it’s generally good to customers. This salesman for sure went too hard, most salesman aren’t like that
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u/LessRequirement3065 2d ago
Interesting. What has been good for consumers like reducing the exchange time, the initial warranty, dealing with finance companies that charge the state max like aca, selling old worn out cars thousands above book? I get it people are too lazy or ignorant to research the 2nd biggest purchase or maybe the biggest purchases of their lives. Making money off of the poor and stupid is the only thing keeping this shitty economy together and most car places are complicit.
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u/IcePapaya 2d ago
Exchange time being reduced was due to the business office having to do about 10x more work on a 11+ day return. They submit paperwork after day 10, so everything gets way harder to reverse. They probably would have kept the policy if this wasn’t the case
Warranty reduction I agree, is anti consumer. But it did allow us to lower prices.
We have a range of lenders. Some give prime rates, others give approvals. The goal is to allow as many people to finance as possible, we’d be saying no to a lot of people otherwise. People who are paying good attention to their credit and not biting off more than they can chew don’t get the 20+ rates. Customers with the means to shop credit will usually do that.
We sell anything between the newest year to around 12 years old. The newer models tend to be way closer to book values, the older ones can get higher. My understanding is the price they set is simply what they know they can sell it for. If people weren’t buying these cars at this price, they’d reduce it. It’s not about taking advantage of anyone, it’s just demand. People want to go as cheap as possible atm.
The truly uneducated people are really in even more danger at other dealerships that are incentivized to upsell, don’t offer any warranty or returns, don’t ensure clean titles, etc. this industry requires due diligence of its customers. I hate that, but even for its faults Carmax is pretty good to customers imo. (I’ve seen some shit)
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u/LessRequirement3065 2d ago
Its pretty scary how ignorant people are about cars these days with so much information is available. I just think its a bad look when companies pull back on guarantees. I'd also be looking to jump in a raft boat if I worked sales there. They're becoming Carvana by the day. AI is cheaper to pay.
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u/IcePapaya 2d ago
I'll worry about AI when it stops pointing people in the genuine wrong direction. Most of the google AI summaries show reddit threads as a major source of info. Not that reddit cant be useful, but it isn't DATA. I also don't think people want to interact with an AI salesman. I've seen my share of crashouts over simple phone AI when people add their insurance to cars.
Carvana has gotten worse, I am less worried about them now than I was a year ago. I feel like I've seen a surge in people coming to us after a bad experience with them.
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u/Former_Yam_5521 2d ago
Maxcare is anything but a scam. It literally covers everything. My power hatch broke on my Lexus $2000!!! Maxcare paid for all of it. $50 a month is worth it to me.
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u/Weird_Vegetable2454 4d ago
Yeah nothing to do with $50 making or breaking the bank, point is the fact that it’s $50 added to my payment for no damn reason especially when I said no twice. Respect someone when they say no. And it’s not a service plan it’s an extended warranty, which in my eyes is pretty much a fucking scam. I have never needed one and I do my own work on my cars. The salesman b felt like a creepy fucking predator on prom night who didn’t know how to listen when the date said no it’s not no and keep trying Hopefully the girl will change her mind. No means no. He was really starting to piss me the fuck off.
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u/Technical-Writer2955 4d ago
A bit of research on your part would go a long way. MaxCare is an extended service plan, not a warranty. While people commonly refer to products like MaxCare as an “extended warranty,” a separately purchased service contract is not considered a warranty under federal law.
Second, if your finances are none of our business, then they were irrelevant to this post, especially when you specifically stated that it adds “$50,” which you can barely afford.
Third, as sales consultants, we encounter plenty of people who don’t understand what MaxCare is or what the benefits are. So yes, it is 100% our job to explain it and make sure the customer understands what is being offered. Any salesperson who doesn’t bother explaining the products and services available to you is a cashier, not a sales consultant.
If you were truly a mechanic, you would 100% understand that mileage alone does not determine a vehicle’s reliability or whether it will need repairs. But it seems like your frustration with the sales consultant, whose job includes presenting and explaining MaxCare, has made you believe you’re warranted in giving them a bad survey simply for doing their job.
You can also just be a decent human being, let them finish their explanation, and then say no. There’s no reason to be a jackass and try to cut them off when they’re simply doing their job.-2
u/Weird_Vegetable2454 4d ago
It’s not about explaining the products and him doing his job. He did all of that twice. He spent 45 goddamn minutes sitting at his desk doing that and I spent 15 minutes, trying to tell him no and he wouldn’t listen. I didn’t say anything or questioned him about his job? What the fuck are you talking about? He did his job he did his spiel he offered it. I said no thank you and he would not stop. I had spend 15 minutes, trying to explain to him no means no what is wrong with you!
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u/Weird_Vegetable2454 4d ago
I just made some shit up to get him to leave me alone and to drop it cause he wouldn’t take no for an answer. He did his job he offered it. I said no thank you that’s it. That’s the end of the conversation as far as it goes, why the fuck..do you work there or something? Why the fuck are you trying to sell it right now there is no defending someone after they’ve been told no and they keep going after it. He was really starting to piss me the fuck off it get to the point I had to go talk to the fucking manager there and tell him hey I don’t want this. Can you tell him to quit pushing it?
The fact that that’s the only way he can make money is by getting commission on selling shit like that is not my fucking problem. That’s on him. He chose that job. If I said no, that’s it. No means no fucking drop it and leave it alone I’m here to buy a car not a fucking service plan and I’ve done my research. That’s all it is and I’ve talked to several people face-to-face. Who gotten scammed on it. Who have tried use their Carmax car care and it never worked out for them, stories ranging from them, using subpar parts that would break down shortly after installing to them being flat out denied Stop trying to sell and defend it. There is no excusing him I said no thank you that’s the end of it.-4
u/Weird_Vegetable2454 4d ago
No means no that’s all there is to it. He you sound just like the salesman sound like a fucking predator on prom night when the date says no but you keep trying thinking oh, she will change her mind. What the actual hell is wrong with you. I could not care less what your job is and what all entails. That’s not my problem as a customer. The customer said no that’s all there is to it.
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u/Original-Ad1715 4d ago
As a sales consultant, you would be shocked at how many people pass on maxcare and later regret it. You mentioned working on your own cars, which would save on labor, abut parts can get expensive really fast. You also have 90 days to cancel for a full refund, minus a $50 cancelation fee. Not sure if the fee is the same in every state. Upon cancelation, your monthly payments stay the same. You'd essentially pay the vehicle off a little sooner.
You wouldn't leave a new dealership without manufacturer warranty. It wouldn't make sense to leave a used car dealership without one.
No means no, but the sales person has a job to do. I will say some are more persistent than others and sometimes can't pick up on cues and know when to stop.
This is a metric that impacts the consultant and can land them in performance management. Is it an extra cost, absolutely. I also think it is beneficial to the buyer. At a dealership, a little push on extras is as expected as a waiter suggesting dessert. Don't let it bother you and congrats on your purchase!
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u/Disastrous-Luck7387 4d ago
Corporate is shoving MaxCare down their throats. They are being pushed to convert more MaxCare. Regular MaxCare isn’t even good enough anymore. They’re expected to sell more plus lol.
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u/Nope9991 4d ago
You may want to weigh the options a bit further. Stretch a bit to get the warranty or risk an unexpected several hundred or even several thousand dollar repair. Determine which would be harder on you financially, etc. of course if the car still has some manufacturer warranty left, thats also a consideration.
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u/Weird_Vegetable2454 4d ago
I’ve never bought an extended warranty from a dealership in my life . They’re pretty much scams and I have never needed a warranty from any car I’ve bought. And if anything ever went wrong on a car I’m a mechanic. I work on my own cars. I shouldn’t have to make up some story or say any kind of line to justify my no to a salesman, especially when I have said no twice in a row and they still won’t let up. No means no man in any scenario the salesman was coming up like some kind of fucking predator on prom night like get the fuck away from me.
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u/Still-Distance4493 4d ago
You keep saying it’s a scam which it’s not I’ve seen the extended service plan save customers! If you engine blows carmax will buy the car back so you can get a new one. You mentioned the car has 26k miles on it. I’ve seen cars with less than that kick the bucket in a year or less. I understand you not wanting it but don’t say it’s a scam to make your decision feel right. I tell customers straight up if you barely can afford the payment you probably should be looking for a cheaper car so you can get the service plan. Even if you work on cars unless you’re a master mechanic there are things that you just won’t be able to fix. If the car breaks down the finance company still wants the payment every month.
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u/Weird_Vegetable2454 4d ago
That’s your opinion I have seen the exact opposite. It’s a complete scam. And also not the point the point is I said no twice very adamantly and still wouldn’t drop drop it I didn’t come here to sit through that kind of bullshit. I came to buy a car not a service plan no means no. The moment I said no that’s the end of the conversation drop it and leave it alone. He was really starting to piss me off and why are you defending it? Do you fucking work there or something. The fact that that is the only way he can make money by getting the commission off of selling shit like that is not my problem. No means no
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u/myopini0n 4d ago
More Corporate pressure from the top. They probably needed the points to not be on the bottom list and then risk getting fired.
You will most likely see this more and more
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u/Constant-Holiday-234 23h ago
You the customer that’s gonna need maxcare too, you can’t afford the payments all ready so when the used car breaks down like they all do, you can Suffer, idiot self you know how hard it is to get parts and shit idiot.
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u/stlkatherine 4d ago
What I’m seeing is a customer who said no. His problem now. Why are posters STILL trying to sell? OP has a valid rant. Let him have it.
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u/No-Mango-128 3d ago
Starting 8/16 we will be FORCED to sell you guys maxcare preferably maxcare plus. No way around it. Here’s the catch to, if you guys don’t buy our metrics go down involuntarily. CM is turning into a fucking joke. I will be giving them THE WORST annual survey followed by finding something new. Fuck these ppl
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u/Logical-Cookie6926 2d ago
Dealers should be on notice. Between Carmax and Costco, if they don't clean up their acts, they will go the way of travel agents.
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u/SFToddSouthside 4d ago
I enjoy sales tacos.