Consumer complaint received 2025-12-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: CarMax, Inc.
State: IN

Complaint narrative:
Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  IN XXXX Email : XXXX Phone : XXXX Account : Auto loan financed through CarMax Auto Finance Vehicle : XXXX XXXX XXXX XXXX  Case Related to Pending XXXX  Arbitration : XXXX Case No. XXXX -- - XXXX. What Happened I am filing this complaint because CarMax Auto Finance, CarMax Auto Superstores, and XXXX XXXX XXXX XXXX  have placed me in severe financial hardship by : 1. Refusing to repair or buy back a defective vehicle that has been in dispute for almost a year. 


XXXX. Delaying arbitration and refusing to cooperate, while I am a pro XXXX consumer with limited resources. 


XXXX. Continuing to demand monthly payments, even though the issues with the vehicle are the subject of an active XXXX arbitration case. 


XXXX. Creating an unfair balance of power, where XXXX individual consumeram forced to defend myself against multiple corporate attorneys. 


XXXX. Causing me to fall two months behind on payments due to hardship directly caused by the defective vehicle and the companies refusal to resolve the matter. 




-- - XXXX. Ongoing Harm / Hardship Because of the vehicle defects, CarMaxs refusal to correct the problems, and the ongoing delays caused by the companies, I am suffering : Loss of transportation, affecting my ability to provide for my XXXX children. 

Financial hardship, including being two months behind on my auto loan.

Risk of negative credit reporting, repossession, and further financial damage.

Medical, family, and economic stress, worsened because I am pro se navigating arbitration alone. 


I have repeatedly notified CarMax and XXXX of my hardship and the defective condition of the vehicle, but they have not taken any steps to provide relief, a safe replacement vehicle, or a payment accommodation. 


-- - XXXX. Arbitration Obstruction / Unfair Practices CarMax and XXXX are : Attempting to delay the arbitration by filing unnecessary objections. 

Opposing my reasonable requests as a pro se consumer, including written proceedings and emergency relief.

Ignoring their obligations under the CarMax Arbitration Agreement, XXXX Consumer Rules, and under consumer protection laws.

Continuing to collect payments even though the vehicle is disputed and the case involves defects and warranty issues.

This behavior appears to violate federal consumer protection standards, including unfair, deceptive, or abusive acts or practices ( UDAAP ). 


-- - XXXX. What I Am Requesting From the CFPB I respectfully request that the CFPB : 1. Investigate CarMax Auto Finance, CarMax Auto Superstores, and XXXX XXXX XXXX XXXX for unfair treatment and arbitration obstruction. 


XXXX. Require CarMax Auto Finance to place an immediate hardship hold or stay on my auto loan, including : No negative credit reporting No repossession No late fee accumulation No collection activity XXXX. Require CarMax to cooperate with arbitration and to stop delaying the resolution of my claim. 


XXXX. Ensure the companies comply with all consumer laws related to financing, warranties, arbitration agreements, and fair treatment. 




-- - XXXX. Documents Available I can provide the CFPB with : XXXX case filings Dealer documents Warranty claim paperwork Emails with CarMax and XXXX Proof of hardship Vehicle repair history Arbitration correspondence

Company response to consumer: Closed with explanation