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Carmax / Hold Title after vehicle paid off

1 GA, United States

Carmax took 5 months to send me my title - only after I phoned
We were approaching the payoff date for our van so I phoned Carmax to confirm the payoff amount and the expected time frame in which we could expect our title. At the beginning of June I spoke with a nice woman named Ruth at Carmax. She told me the pay off amount, updated our address, and assured me that our title would arrive 4 weeks after our last payment. We made our final payment and waited...and waited...and waited. As things go, I got busy and assumed that my spouse had received the title and filed it away. Then recently (November) I was looking through our van file folder and noticed that we had not yet received our title. I phoned Carmax and went through the phone menu, found out that we had indeed paid off the van, and that the title had not yet been mailed to us! It was explained as an "oversight, " as the customer service rep chuckled. I told her it was nothing to laugh about - what if I had wanted to sell the van? What poor customer service! She promised the title would arrive in 7 days. We'll see if they can get their act straight this time.

I prefer to purchase my cars from individuals and this experience with Carmax reinforces my reasons for avoiding purchasing vehicles from used car dealers.

Ca

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