Consumer complaint received 2016-01-20
Company: CarMax, Inc.
State: TN
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I am a XXXX year old XXXX Mom/single parent. I have a XXXX & XXXX year old at home. I am XXXX, I have a XXXX, so I needed something with parking sensors and a back up camera. I trusted CARMAX when I bought a XXXX XXXX XXXX from CarMax in XXXX, Tennessee with an original contract price of {$27000.00} at 15.9 % simple interest through Carmax Auto Finance. The driver side door has a defect, and some body/trim damage. I purchased the XXXX car at night, and the door damage is such that you can not see it unless you are looking for it. The bluetooth technology package does n't work, nor the DVD player. The trunk trim was n't secured in, but that is not something the average consumer can detect. The back-up camera does n't work consistently and there is a steering column defect. The vehicle had XXXX miles on it when I bought it. It has approximately XXXX now. I was not made aware of any warranty or what it might cover at the time of purchase, so I incurred a great deal of unnecessary expenses maintaining the vehicle. 
I purchased the car, XXXX XXXX, XXXX. I made my first payment on XXXX XXXX, XXXX which was my understanding the first payment was due. There was XXXX payment that was reversed in the coming months. I have been living on a very fixed income due to my XXXX, and my benefits are not always received in a timely manner. 
When I became late, I spoke with CARMAX to make arrangements and was met with a very negative response. I worked very hard to bring things current in spite of my financial and health limitations. From XXXX XXXX - XXXX XXXX, I made payments as I was able, and then Carmax repossessed my vehicle without notification late XXXX night in XXXX XXXX. I was forced to file Chapter XXXX in order to have my vehicle returned to me. Please remember that I need this vehicle 's features due to my limitations in the mobility of my neck. Carmax charged off {$27000.00} dollars, and made a claim for the same amount in the Chapter XXXX case. According to Carmax records, during the Chapter XXXX, the Trustee made the payments according to the plan he had structured. He determined the value of the car to be {$20000.00} in XXXX XXXX. Carmax agreed to take that amount in the Chapter XXXX plan as a payoff amount. At the time I filed for Chapter XXXX, I had paid directly to Carmax approximately {$2900.00}. From XXXX XXXX thru XXXX XXXX I paid approximately {$9100.00} dollars. In XXXX XXXX, I received some assistance and paid {$5000.00} dollars to bring the account current. I was told this brought my account current by your representative XXXX at extension XXXX. He changed my due date from the XXXX of each month to the XXXX. I made a payment in XXXX, XXXX and XXXX for {$580.00}. There was an issue with my checking account in XXXX beyond my control, and I notified XXXX of this by phone in advance, and attempted to make arrangements. As a result, my bill pay check did n't process for XXXX, but I paid {$580.00} on XXXX/XXXX/XXXX and {$30.00} fee per XXXX @ extension XXXX. When I paid the {$5000.00} towards my account in XXXX, I was told my payoff ( balance owing to own the car out right ) was approximately {$14000.00} dollars. 
According to CarMax, I have paid a total of {$18000.00} towards the purchase of this vehicle I bought for {$27000.00} in XXXX XXXX at 15.9 % interest. I was informed the pay off was {$21000.00} dollars through the XXXX of XXXX XXXX. I paid the {$5000.00} towards my account in XXXX, the payoff to own the car was {$14000.00} dollars. As of XXXX XXXX, I had paid a total of {$18000.00}. XXXX XXXX responded to my concerns, and I acted in good faith upon his offer to accept a balance of {$11000.00} for the car. since the time I have raised this issue in XXXX XXXX, I have paid {$14000.00} dollars towards that {$11000.00} dollar balance.

Company response to consumer: Closed with explanation