Consumer complaint received 2022-11-21
Company: CarMax, Inc.
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I am writing to you today to complain about my auto finance company ( Carmax Auto-Finance ) . From the beginning of the purchase, Carmax tried to manipulate me, the make and model of my vehicle YEAR is XXXXXXXX XXXX XXXX XXXX XXXX is XXXX XXXX XXXX XXXX. On the day, XX/XX/XXXX, I signed a retail contract and also purchased gap insurance and extended warranty up to 125,000 miles or 5 years. We signed all the documents which they gave us. We read it carefully and signed them. And from the following month, I started making payments to the company. 

After 3 months, on XXXXXX/XX/XXXX to XXXX, I received a letter from store that i need to sign my retail installment contract again. They explain that we missed the sign of the Gap agreement in the retail contract. They write to me that they needed complete signature of this financing contract. Otherwise, they can stop the funding of my current loan and it will be cancelled. But the fact is that it was already been funded, and I have also made payments. Then I contacted Carmax customer service, and they found out that we did sign the gap insurance in retail installment contract. They are also confused as why the store would want to re-sign this one. At the time the store also tried to bribe us if we sign this contract again then they will refund 2 tanks of fuel. They keep calling us, and then I talk to the Carmax agent online, and he shares the retail contract with me. At the time of the vehicle purchase and it was signed signed by us.we were confused so much why they need sign and why they are lying whith us After a few months, I discovered that the car had different tires than it should have had. I contact Carmax and after all the discussions of two to three hours they decided to change my tires. They know its their fault at the time of purchase they told me that tire 's are new in a second month i had to change my tire. and also when I bought the vehicle, they didn't tell us that the car must have a run flat tire, ( for new or pre-owned vehicle bmw 5 series ) it comes with it, but the tires fitted were normal tires. 

From then on, we thought about it and we didn't re-sign the contract after all this situation. We decided to join the other finance company. We refinanced our car with XXXX  on the date XX/XX/XXXX and they paid of carmax and became our new lien holder. Now XXXX sent us a letter saying they needed a title from the car but Carmax didn't send them a title. They should have sent to XXXX because they paid off my car loan. After few months my car went to the pothole and my insurance company said it was totaled, now XXXX ( my insurance company ) wants an auto title, Now my insurance company wants to pay XXXX  to release the title. But now we need a title of the car after contacting Carmax Auto-Finance . They told me the new lien holder is XXXX XXXX XXXX  . Well, we didn't make a deal with XXXX XXXX XXXX . We have not signed any documents with them, so how can Carmax release my lien to XXXX XXXX without my permission. How can they share my personal information with the XXXX? It is illegal to share them. I do not know the history of the car, which I also want to know because they lied to us too much. I want to know whether the car had a accident or not. I would also like legal action with the store if they try to cheat other customers on a Carmax auto loan. From XX/XX/XXXX, to XX/XX/XXXX, is the worst time I had with the Carmax. I was hit so hard both mentally and financially. Because of these situations, I often have to go to the store. I didn't concentrate in my personal or professional life just because of this fraudulent company. 

When I called them they told me they don't know how the XXXX  in this title. They easily told me they will take a letter from XXXX XXXX XXXX XXXX of not interest in car and easily get out of this situation. Now I am calling every single day in carmax title department and somebody picked up the call listen situation and says he/she will find out what's going on and call me back, but they never call me back. And also I am attached the letter they sent on XX/XX/XXXX when they tried to resign the retail installment contract. 
Now XXXX  wants as a 1st lien holder as a carmax auto finance. For that XXXX XXXX XXXX has to transfer lien to carmax auto finance .then carmax will transfer lien to XXXX XXXX XXXX .then XXXX  will transfer the lien to XXXX insurance XXXX This process takes at months now i don't have car. my insurance will give me only 1 month of rental car after that i have to pay for car rental .and also i have to pay my auto loan to XXXX  until they get a title of the car, and then they transfer to XXXX and XXXX will release payment. 
carmax have to provide title under name of XXXX  so we can move forward with this process and release my car payment from my insurance company XXXX made payments after my vehicle totalled .its a breach of contract they have to provide right title to me as per retail installment contract. 

sincerely, XXXX XXXX

Company response to consumer: Closed with explanation