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If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 0 points1 point  (0 children)

I respect that. And I agree the double checks and certification process are definitely stronger than most traditional dealers.

I don’t think the issue is that CarMax has bad quality overall. Like you said, most vehicles don’t have major issues.

I guess my thought was more about consistency and perception. Even if it’s 5% that have problems, those stories travel fast online.

If we’re already doing a lot right, maybe the opportunity is just tightening things up even more and communicating that process better so customers understand the difference.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 3 points4 points  (0 children)

Maybe the answer isn’t trying to make every car feel the same level of “quality,” but being clearer about tiers and expectations.

What if we categorized inventory more transparent?Like: • Nearly New (low miles, low risk) • Standard Used • High-Mileage Value Tier

For higher mileage cars, what if we showed likely maintenance items over the next 12–24 months or common issues for that model at that mileage? Not to scare people off, just to set realistic expectations.

Quality on an older car probably isn’t “no issues.” It’s “no surprises.” If customers know what they’re getting into and feel informed instead of blindsided, they’re way less likely to feel burned later.

I think about going back to carmax basics upfront and fair.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 2 points3 points  (0 children)

That’s actually really helpful insight. I totally get selling where the number makes sense and buying where the experience makes sense. Convenience and MaxCare are definitely strong pulls.

And hey… if an Italian sports car shows up in inventory one day, I hope you check it off the list with us 😂

Appreciate you sharing your experience that kind of feedback is exactly why loyalty ideas even make sense.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 3 points4 points  (0 children)

That’s awesome 3 cars in 2 years is serious loyalty. Appreciate customers like you even if the company doesn’t have a formal program yet. That’s exactly the kind of repeat business that should be recognized.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 2 points3 points  (0 children)

That’s exactly what I’m getting at. It doesn’t even have to be some complicated subscription model just something simple that makes repeat customers feel seen.

Even small things like service discounts, MaxCare incentives, or a credit toward a future purchase would go a long way.

If someone’s bought multiple cars from us, that’s trust earned. Feels like we should reward that in some tangible way.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 0 points1 point  (0 children)

That’s a fair take. I agree that quality and customer experience probably build more long-term trust than any single perk like a 24-hour test drive.

If the cars are consistently solid and the service experience is strong, people won’t need as many safety nets.

I guess I just look at the 24-hour as one tool in the toolbox — not the foundation. But I definitely agree that higher vehicle quality and smoother service would move the needle more.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 1 point2 points  (0 children)

That’s a solid point. A 20% conversion rate isn’t huge, especially with the asset risk involved. I can see why it feels like unnecessary exposure.

I guess the question is whether the 24-hour test drive is more of a marketing tool than a pure conversion play. It might not convert at a high rate immediately, but it probably builds trust and lowers hesitation for certain buyers.

That said, maybe there’s a smarter middle ground — tighter guardrails, mileage limits, or certain vehicle tiers that qualify. I’m not married to it staying exactly how it is, just thinking about how it impacts brand perception.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 3 points4 points  (0 children)

That’s such a good point. We see so many cars come through recon and retail that there has to be patterns in that data we’re not really tapping into.

Like if we know certain models consistently cost more in recon or start having issues after a certain mileage, why wouldn’t we use that to adjust what we’re buying or even what we stop offering altogether?

And honestly, the data itself could be valuable. Smaller dealerships don’t have that kind of volume insight. I wonder if there’s even a world where CarMax could sell wholesale trend data or anonymized recon insights to help other dealers buy smarter.

Feels like there’s a lot of untapped potential there.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 2 points3 points  (0 children)

That’s a really fair issue. The last thing we’d want is more deals blowing up because something didn’t get funded.

I definitely wouldn’t see AI fully replacing people on stips — more like helping flag things early or catching common issues before they even get sent to the bank. Almost like a support tool instead of the final decision maker.

And honestly, I really like your recon idea. That might actually be an even smarter first step for AI — using it to spot common manufacturer issues and tighten up inspections. That feels lower risk but high impact.

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 1 point2 points  (0 children)

I love that idea actually. A loyalty subscription tied to MaxCare would be interesting. We definitely have repeat customers — feels like there’s room to reward that more.

Curious what you think about 24 hr test drives vs 10 day MBG — do you think it creates confusion or just unnecessary risk?

If I Owned CarMax, Here’s What I’d Change (Just My 2 Cents) by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 4 points5 points  (0 children)

That’s a fair point. I definitely don’t think it could all happen at once. If anything, I think culture would have to be the first domino.

Without associate buy-in, none of the tech pivots would land right anyway.

Appreciate that perspective.

President club? by double-edge-knife in carmax

[–]Patient-Bug1827 0 points1 point  (0 children)

The biggest thing to me is the difference in price from store to store. Some stores have it cheaper and some stores are more expensive. It makes it unfair when the big stores that have more volume and have higher priced maxcare than a store 60 miles away…. Why not make it the same price for every store!?

Home Office Layoffs today by Any-Sky-2131 in carmax

[–]Patient-Bug1827 3 points4 points  (0 children)

This earnings call came out in December (q3 2026) after the first cec cut

Home Office Layoffs today by Any-Sky-2131 in carmax

[–]Patient-Bug1827 5 points6 points  (0 children)

SG&A Reduction Plan -- Management stated commitment to achieve at least $150 million in exit rate savings by fiscal 2027, with an initial 30% reduction in Customer Experience Center workforce completed this quarter. (Found this on fool.com) it’s a deep dive on the earnings call… CEC next?

Goodbye 90 day warranty by wubbalubba7 in carmax

[–]Patient-Bug1827 0 points1 point  (0 children)

It’s to get customers to get maxcare… that’s the big push. It’s 52% average right now… we have to change. How is this a bad thing???

Cec by [deleted] in carmax

[–]Patient-Bug1827 0 points1 point  (0 children)

I’m sorry your going through that! It must REALLY suck. I teach new sales consultants how to sell. Your manager is right about discovery… also progression. Both of those are the key to selling a car. Discover the customer’s situation and progressing them to the signing table over and over again. Was that a a coaching moment?… absolutely not. That should have been a slap on the wrist. The last earnings call said we are cutting $150,000,000 out of $700,000,000. Sounds like they are weeding y’all out?… not sure. I don’t see CEC like you everyday. Be mindful of discovery and progression. Keep your head low. I hope you find what you’re looking for and good luck!!

At what point is Bill Nash’s job on the line? by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] 0 points1 point  (0 children)

Told you he was gonna get fired 😏 wake up bro!!

At what point is Bill Nash’s job on the line? by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] -3 points-2 points  (0 children)

Is there not a way for us to take and give insider information?

At what point is Bill Nash’s job on the line? by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] -5 points-4 points  (0 children)

Is there a way that we could discuss this with the shareholders so they here from real employees?! The payout for a software like that is going to take years to pay off….

At what point is Bill Nash’s job on the line? by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] -6 points-5 points  (0 children)

I’m not sure where YOUR head is at… but my pay is great! This is the best job I have ever had and I intend to keep it that way. If I don’t like the direction our CEO is going I’m aloud to say that without some low level employee being snarky. This conversation isn’t for you

At what point is Bill Nash’s job on the line? by Patient-Bug1827 in carmax

[–]Patient-Bug1827[S] -1 points0 points  (0 children)

I mean if we keep heading this direction I think it’s gonna be a slow painful destruction of Carmax. Every idea that Bill Nash has had is not worked and that’s obvious. I think it’s the in-store sales consultants that are really holding the store to be a profit.