Consumer complaint received 2018-01-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: CarMax, Inc.
State: GA

Complaint narrative:
My Fianc and I went to XXXX N.C. to buy our XXXX XXXX XXXX XXXX XXXX, which was a no down payment, Sign and Drive. We completed the signing and proceeded to drive from there to XXXX, GA. When we get back there was issues with car, from the battery not charging well, water leaks from roof, and fuel injectors problems. We ended up broke down in front of The XXXX, GA, Carmax store to get it fixed but because of the problems we were having personally, and Physically, we fell into a serious slump having lost jobs, business deals going bad cause of missed appointments, cause the car was not driving, plus we became homeless. So we caught a break finally with between help with our familys cause we decided to get married, and our XXXX XXXX XXXX XXXX went really Well, so we decided to pay the car off using their online method of pay. Carmaxs Corporate told us that they would have us sign another contract for the same car, and account with the price of the Tag Registration in the contract since we didnt have the money for that and the back payment we had owed In the account, cause they was threatening to Repossess the car, before they decided to put the tag and registration price in the contract. We ended up paying for insurance on the car twice cause they canceled but had to pay for it unexpectedly, and still didnt leave with a rental cause the insurance didnt have rental insurance. They had us waiting for over 10 hrs, and they knew we was ready to go and trying to leave quickly, cause I asked to make copies of my Dyer need Letter I needed to send to my XXXX Lawyer, cause the Letter was stating my Homelessness, with a serious health condition. By the time we finished the signing the last pages, my fianc was shutdown and irritated. Then took a taxi to the room. Before we went we thought we had it paid the balance paid, and we was right. After the first repossession in XX/XX/XXXX, And got it back. It forced me to pay attention to the account number, and noticed it had changed. I did my research and found the original account to find out we had paid on the day we was signing another contract, but wasnt told we paid, with no congrats. We wasnt told we was getting another account, but was told that we didnt have to pay again til XX/XX/XXXX. XXXX told us months later that Carmax told them that they didnt have our contract anymore when our muffler went out, and said that when we bought the car, regardless of our Extended Warranty that cost more money to get. Also, When the print outs for our payment history became available, I noticed that as we tryed to pay Online and thought we was caught up on the payments for awhile, the computer was rejecting payments cause the balance was paid for, but they kept charging us as fast as we can pay. The whole CARMAX industry we in on the scam cause they kept sending notices of payments, and threatening to repossess the car again. They knew we needed the car, so they just kept taking and taking. We even had received check for overpaymenting. XXXX upload all documents, and a short video of a XXXX worker admitting bold face, rejecting what was obviously a lie. They wanted us to pay for the muffler that had broke. Carmax has a policy to protect each other as co-workers so they scam when they can, take advantage as much as possible, and they pray on the weak. They violated the US PATRIOT ACT by give us misinformation and Bulling, also violates the A.D.A. ( American Disability Act ) by knowing taking advantage of XXXX Americans.

Company response to consumer: Closed with explanation