Business ProfileforCarmax, Inc

Worst customer service and appraisal process Ive ever experienced. Had our car delivered to the service center on a Monday, showed up to an appointment on Tuesday, filled out some basic information with the representative and were told wed get our appraisal in ***** minutes. An hour later, we are told the person needed for final sign off on the appraisal had left early and theyd call us back the next day with an offer. The next day came and went with no call. On Thursday, we follow up ourselves and they send us the appraisal for $150 dollars. Shocked, we ask why it was so low and they inform us there was no key with the vehicle so they couldnt confirm anything about it or get it to start. We assured them the key was there, it had been delivered directly from a dealership via AAA who handed the key directly to their service desk along with the car. They insist were wrong and say pick up the car if you wont take our offer. We have AAA take the car back to our home and then call again, asking to speak to a manager. The manager repeats the same line and swears they dont have the key. We follow up with the dealership and AAA who both assure us the car had a key and it was delivered directly to Carmax. We involve their national customer service center as well as local police. Now a new manager talks to us and assures us the key isnt there, he talked to everyone who was working Tuesday and they dont have it. I explain to him the car was delivered Monday. He looks into it again, immediately finds the key, and without apologizing or explaining, says we can pick up the key from them. After another 20 minutes they reluctantly agree to mail it to us to not further waste our time to drive there and back. Incompetent service team / hand off to sales, incompetent managers and really the least pleasurable car experience Ive had in my life. Avoid this Danvers Carmax at all costs if you value your time and want to be treated with an ounce of respect. Run, don't walk, away.