Consumer complaint received 2025-12-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: CarMax, Inc.
State: DE

Complaint narrative:
XXXX  XXXX XXXX bought loaned from CarMax, paid very good on vehicle until there was a recall on it. called CarMax, they told me to call XXXX  XXXX XXXX. i sent it in to XXXX  XXXX with XXXX- they assessed vehicle and said it can not be started so they cant check the recall, i called back CarMax and told them. XXXX XXXX was delivered by XXXX to CarMax, corresponded with CarMax service center and customer representee as well as loan department finance dept. no one fixed the recall or attempted to, XXXX XXXX sat there in their lot. i asked for an appraisal to be done, one was done and put online then i t was removed before the XXXX before i could accept, i called back and asked for another appraisal no one would answer, or give me any assistance when i asked about my vehicle. I asked for appraisal several times contacted CarMax several times and they said they would contact me back no one did. during this time i stopped making payments on vehicle because of how they were dealing with me, expecting for someone to call and assist, the only person that contacted me was the finance dept at CarMax demanding payment for a vehicle that i had towed to their facility asking me where the vehicle is, some more time passed then they sent repossession threats to me, i told them they didn't have to do that because the vehicle was already in their possession and it needed to be fixed because it has a recall. they repossessed the vehicle from their own facility knowing that i had already towed it their to them for it to be fixed and looked at and no one assisted. i think all of these people worked together in a fraud ring to take advantage of my credit and resell the vehicle and to further put me in debt to keep me down and to get their own greedy financial gain. no one tried to assist me with the fixing of the recall when i asked for assistance, yet the only person that kept constantly calling was the finance office and after expressing myself to the finance office all they did was send threatening voice calls about collection and repossession, I think this strategically planned by CarMax associates, I don't think this was a coincidence, at no time did I go to CarMax to get a vehicle with my social security number information to only end up owing for a vehicle that I no longer have, I had no problem paying for the car each month as I was receiving 100 percent XXXX form the VA so the money was always there. I think there is a major fraud ring going on and people like me are being targeted for their personal interests. the vehicle was charged off, and CarMax and finance department kept contacting me over and over again telling me that I still owe a balance for a vehicle after they stole it from me. I think the people dad this together are wicked and crooked and some of the worse type of human beings on planet earth. and I regret giving them information and doing business with them, they took advantage of me and use my personal information for their own personal gain, the abuse my social and credit history which prevented me from getting into a house of my own, I will never do business with these people again in any part of the world.

Company response to consumer: Closed with explanation