Business ProfileforCarMax Auto Superstore, Inc.

We purchased a car from the ********** location on 7/19/22. Due to a bank error, the check we gave for the full purchase price was rejected and we had to reissue it. We spoke to ***** who gave instructions to for the new check and we reissued that same day, 8/8/22.More than a year later, on 10/3/23, CarMax wrongfully repossessed that vehicle. Upon inquiry, the second check we provided was never negotiated. We knew there was a delay in negotiating the second check and contacted CarMax ********** on 3/8/23 and spoke to ******* but she reassured us that everything was still fine. After the car was repossessed, on 10/4/223 we contacted CarMax ********** again and still we were told that everything in their system was showing that things were fine. We spoke to ****** and *****. Given the repossession, it clearly was not and we requested that the senior manager, *******************, contact us immediately. To date, ******************* has not responded. In the interim, we spent more than 4 hours navigating CarMax Corporate, talked to more than 10 people, and were hung up on more than 6 times. We finally were put in touch with the Credit and ********************** where we learned that CarMax Corporate Offices do not communicate with the CarMax sales locations nor have the same systems to look up vehicle information and status. Furthermore, we learned that CarMax ********** had input the contact information incorrectly so when CarMax Corporate started collection attempts, they were calling the wrong number. In addition, when we called in March and provided additional contact information to Alondra at CarMax Pleasaton, that information was either never put into the system or CarMax Corporate never had access to it. CarMax's failures to update their systems and poor communication is what led to this wrongful repossession and unduly caused extensive out of pocket expenses to recover the vehicle.