CarMax, CarMax Business Services Unscrupulous RePossession Practices, Internet

My friend purchased a truck from CarMax.  He financed it.  The truck was fine.  He purchased it to start a new business and it went well until he got very sick.  When he knew that he was not going to make it, he and his family called CarMax and said that they should take the vehicle.  CarMax said that they would send them some papers to deal with the situation.  He died soon after.  CarMax never sent any papers.

I called CarMax to inform them that he died and to advise that the family still didn't have the paperwork.  I also advised that he did not have assets in his estate and they still wanted to surrender the vehicle.  I advised that I was calling to help his wife and that there was a lot to do.  He has been gone about 2 1/2 weeks. 

Last night at 2:30 in the morning a man arrived at their house ringing the doorbell.  My friend's wife and her two kids were scared out of their minds.  They called the police because they were afraid and the policemen helped them.  My friend's wife turned over the keys because her husband intended that all along anyway.

My friend's wife is so sad and overwhelmed by all the changes that have occurred in their lives, but still tried to do everything she could so CarMax would know that the vehicle could be surrendered without any trouble.  CarMax chose to ignore all the information they were provided and to make it traumatic for the grieving family.   This makes them not just inept, but rotten.