Many of you know from past blogs that I have a thing for cars. It’s kind of an illness. Every couple of years I trade one in, and the only reason I’m not financially destitute at this point is a lovely creation called CarMax.
Jimmy Hill is my CarMax salesperson. He’s sold four cars to me, and there’s a reason why I return to him. Jimmy has incredible patience, knowledge about his cars, and seems to feel that helping a customer is more important than making the sale. He told me that if he helps people, the sales will come. I had a recent situation with a car just recently bought at CarMax.
For the first time with any CarMax purchase, I had some mechanical issues with the car. They might be minor (we haven’t found out yet), but I wasn’t happy. So, I went back to CarMax loaded for bear, ready to fight the usual battle of “I know it’s only been five days but it’s your car . . . ”
Instead, here’s what happened.
- I called Jimmy and told him the issue. Rather than transferring me to the service department as quickly as possible, he said he would walk over there and talk to the service manager. I was in the car chugging down the road on the way to the dentist. Based on past experiences with car dealers, I expected I might get a rude call in a couple of days.
- Jimmy called me back in five minutes, and told me he already had talked to the service manager and I would get a call from him within five minutes. I almost drove off the road when my phone rang three minutes later.
- The service manager recommended I come right in. Shoot. And I had the dentist to look forward to.
- My salesperson did not avoid me; he met me at the front door. We took the car to service while they prepared a loaner.
- I told Jimmy I wasn’t comfortable with this car; he brought in the sales manager while I put on the boxing gloves anticipating a fight.
- The sales manager said they felt the car had a minor problem, but they would be willing to give me a refund on my car and shop for something else I might like. It was my call. Jimmy spent four hours looking at other cars both on the lot and on-line.
I’m not sure what I’m going to do, but I do feel like CarMax is on my side.
To the regular car dealer that spent thirty minutes describing every feature of a car I didn’t want, then took me out on the road while explaining how his car is better than other cars, and finally introduced me to the sales manager who immediately explained why my possibe trade-in wasn’t going to be worth what I might think it would be worth, take note. You created an experience about you and your car that I didn’t trust. CarMax asked me what I was looking for and then helped me find it.
Most importantly, when I had a problem they actually focused on finding a solution that satisfied me. A little customer respect creates an experience that goes a long way. At least four cars worth.
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I have bought exactly 7 cars from a dealer (either GM or Ford). I will buy no more. My latest purchase, a 2005 Ford Freestyle, was purchased from the Carmax in Jacksonville, FL. And I’ll go back there in a heartbeat to buy another. I found a vehicle I was interested in down in Orlando. Paid $49 to transfer it to Jax – before I ever met salesman Michael face to face. Went for a test drive, had Carmax’s policies explained to me and bought the car. The most painless car-buying experience I’ve ever had.
Brian: Thanks for sharing your experience. Isn’t it amazing? Just trying to go back to a regular dealership after dealing with Carmax is painful, and the “game” that other dealers play is so much more evident. Dealerships are going to have to change the way they do business.
Hi Donna: You’re absolutely correct. There was no game being played at Carmax – it’s really what you see is what you get. At no time did I feel any pressure to buy, and every step of the process was explained, and drove away fully tagged and happy with the purchase. I’ll admit, some cars were a little over-priced for the market; so I looked for alternatives.
I was surprised they gave me the complete printout of the service and repairs they made to the car prior to putting it on the lot. No other dealership would even discuss their reconditioning process. And it’s the only time I’ve had a dealer go thru a complete safety check of the car prior to letting me leave with the car.
All dealers here in Florida give the standard 3 day back-out clause on a purchase. Carmax has a 5 day satisfaction guarantee; decide you do not want the car, take it back no questions asked. In addition, they have a 30 day bumper to bumper (almost) warranty. I have to take my Freestyle back for the 60k mile transmission service, but, that’s all it needs.
And to any readers who may be wondering: I’m not a Carmax employee – just a satisfied customer. In my day job I am the MIS Director for a non-profit organization in Lake City, Florida. And I drove a round trip of 250 miles to buy may car from Carmax – a trip I’ll gladly make again the next time.
[…] pleasure”? I would have felt served instead of tolerated. My experiences at places like Car Max have been exemplary. It can be […]
I had a ‘different experience’ with Jimmy Hill at the RICHMOND [broad Street] CARMAX.
Although he was courteous and kind in showing me a late model VOLVO which apparently had some battery/electrical issue because he couldn’t get into the car with the key fob. Mr HILL returned NONE of my 4 pone calls or 2 emails directly to him concerning the purchase of this after my initial view of and departure. ALL i did was ask for the car to be put into service and get the battery charged so my wife could test drive it at a later time. Perhaps he blew me off because he thought I couldn’t afford the car or maybe hhe thought I was out kicking tires. Whatever the reason, that is the response I GOT from MR.HILL. Subsequently I contacted the DEALERSHIP because the vehicle in question dis-appeared from the CARMAX website. Did I get a follow up call/OR EMAIL Mr. HILL. no I did not. I could not reach Mr. Hill by phone always got dumped into his voice mail. consequently I decided to move my business requests to Mr.Myers who did not ‘blow me off’, found out that the car was in service getting reconditioning. CALLED ME BACK several times on my cell phone. Even called an found a replacement salesperson to handle my test drive on his DAY off and for this busy executive has been been worth his weight in gold. I have already bought 2 VOLVO’S from CARMAX.. looks like I am about to pick up a third..
Thanks for sharing your experience. I’m glad you found a salesperson to take care of you – and it sounds like you and I will probably run into each other at CarMax someday . . .:)