Carvana

Submitted a offer for a trade on our F150. Went to purchase a Ford Bronco Sport. It said I would get back $109 because of positive equity. Paid the $100 deposit to hold it then went through the process to purchase the Bronco. When it got to the part about the trade in it said my trade in is worth more than the vehicle I'm purchasing and to call them for the next steps. I call to be told they can't give a refund for the small difference and I would have to sell the truck to them then purchase the Bronco. Two customer service agents had to get in touch with someone higher up to confirm and were confused as to why they couldn't just do the trade.
This would make me have to pay $3,000 in taxes and registration fees instead of $600 because it's not a trade so I end up on the losing end. The Bronco was already over priced by $4500 from msrp. I even said to just give me less on my trade then. Nope wouldnt do it. They make it too difficult. I had better experience at car dealerships. One agent said the refund system is all messed up. I think it's because car values were so high in May that they bought so many vehicles from people they ran out of reserve. I've heard of people not even getting paid by direct deposit from them after selling a vehicle to them. They are very shady and really could care less if you buy from them. What's interesting is they have a recording while you wait on the phone that even says they will pay the difference on a trade in. Clearly false advertising. Don't do business with this shady company.

I was pre-approved for financing, picked out a car online, began their website purchase process two evenings ago and was told by their website to submit insurance proof for the vehicle "within 3 days". The very next day I got a text saying I had 4 hours to submit all documentation and proof of insurance and they also needed income and banking documentation. I jumped through some hoops and submitted everything that was requested within one and a half hours of the requests, including the insurance coverage. One minute after the new "deadline" passed I STILL got a text stating I had "missed the deadline" even after monitoring my account every few minutes to make sure I caught any requests for more info. My order was placed on hold due "my failure to submit everything on time" according to Sebastian their AI chat or text bot. Aggravated and slightly alarmed, I cancelled the order by chat with the AI, a human rep for Carvana, and verified by email and my online account the order was in fact cancelled by Thursday 5 pm CST. I also asked a human on chat with Carvana to make sure my banking info was removed from the purchase and she assured me it was now that the order was cancelled. I was suspicious though and I moved my down payment back into savings where it could not be charged out of my checking account, "just in case". Well, "just in case" emailed me an hour ago today and told me my down payment "did not go through", that there was some kind of problem with my bank. LOL. Yes, Carvana, there is a problem with my bank. They don't let their customers get ripped off by crappy business models like yours! Trust your gut, folks, this company is just hot garbage with raw sewage topping. This company is being sued in Pennsylvania, has had to settle fines and suits in California, and Florida has also had issues with their violating DMV laws. Do yourself a big favor and DO NOT attempt to do business with this trash heap. They are on their way down and will try to take their customers with them. The owner was charged and plead guilty to bank fraud charges in the 1990s. Look it all up, it's a matter of public record and found via Google.

A week and a half ago, I began the process of trading in my car with Carvana. Within a week and a half, I had to re-submit my income verification, my employment verification, my car insurance information, my payoff information, and I had to reschedule my pick-up 3 times despite giving them everything they asked for and more. I was scheduled to pick up my new car tomorrow morning, but they needed more information, which I provided. I was then told that I was approved and that they needed to confirm one of my paychecks via a phone call and that I would receive my confirmation. At 5:30p.m. I called Carvana to see if they called to confirm my paycheck and was told it wasn't done. The rep then tried to call my place of employment, but no one was there because their shift ended at 5:00 p.m. and I was told that I would have to reschedule. I cancelled my order and removed the car from my insurance. "Hassle Free" my $#*!. I have decided to keep my car so I have to thank Carvana for that, but I will never recommend Carvana or do business with them. If this is their business model, why are they still in business?

My name is Ebony Spivey and I brought a car from Carvana 2 years ago. The car was leaking/burning oil when I picked it up. The guy at the pickup location told me that it had an oil change recently and he thinks they may have spilled some oil. He made a claim right away and I took it to a repair shop they suggested. I went there 2 times before they stated Audi was the only place with the correct tools. I made an appointment with Audi and they diagnosed the vehicle with several problems. The warranty company finally agreed to pay the roughly $8,000 in repairs. It stayed with Audi for 3 months. I drove the car another 2 months and it cut off on the highway. Audi towed it in and stated they would make the necessary repairs. It stayed a few weeks that time. I drove it another month or so and it cut off again. This time Audi kept the car 14 months. I picked it up and it broke down again. I went back and forth with Audi. I paid to have it towed back in and again it was temporarily repaired. Now it sits in my garage. Meanwhile, Carvana was giving me the runaround like they were going to help me get a different car. They claimed that if the car wasn't drivable they would take it but couldn't get it from the dealership. I offered to tow it wherever they wanted and then they said the warranty company was making repairs so they couldn't take it. Then they said I waited too long. Yet I have proof that I was contacting them regularly and offering to tow the car wherever.

Worst unreliable company I have ever dealt with. Prefer sleezy car salespeople. They have cancelled delivery 3 times. Truck broke down,

When Carvana or any company's transaction goes smoothly, they get satisfactory reviews, kudos even. But what if the transaction gets derailed? That is when great companies separate themselves from the pretenders. Carvana is in the pretender camp.

On the day of the promised delivery date, I get an email that morning from Carvana stating that the delivery has been postponed for three weeks. No phone call, no apologies, just a system generated email. Mind you, the transaction had been locked in for two weeks. When I called them they stated that the car still needed their 150 point inspection. Really?!... I was dumbfounded. I made it very clear on a number of phone calls to different Carvana reps that none of this was even remotely acceptable and escalation was requested through their management ranks. Not once did I get a call back from their higher ups. Further when I pushed for compensation for their internal mistakes (again... admitted by two reps during these calls) in requesting rental car payment compensation during the delay, their minions only offered $230.00 as 'inconvenience payout'. Further, that compensation process would be rolled into a 45 to 60 day timeline followed therein by another 10 to 15 days for distribution of those funds... if... approved. If approved? If approved?!

So... as a consumer let me go thru the entire process... I hustle to place the order agreeing that the price is firm, hustle to download all necessary information on line required by Carvana, most of all to ensure my funds are arranged and at the ready for delivery... get countless automated emails from Carvana about how the original agreed to delivery date is approaching, start getting revved up that I will be driving my highly anticipated car of choice... and then Carvana just plain fails all the way across the board.

Still waiting for that upper management phone call... think I'll get it? I cancelled my order today and got another car at a dealership. Never thought I'd enjoy haggling with that salesman on the price, but it sure beat this Carvana experience! I will take every opportunity I get to bad mouth Carvana and dis-sway anyone from using them.

I rarely leave reviews but this has been one of the worst experiences I've ever had with a company in general. I got the highest offer to sell my car from Carvana after comparing multiple offers, I decided to go this route. They market themselves as being convenient, but this has been anything but. Sure, they give high offers, but they make it impossible to retrieve. My drop off option was over 2 hours away, so I opted for pick up which cost $100. Figured that $100 was worth my time and hassle. Within 2 weeks, I have been rescheduled THREE times. They have had to extend my offer which dropped by $700 even though the timing was on them. They offered to reimburse my pick up fee, but will not simply waive it. The amount of time and money I have wasted on the phone with them trying to get a pick up scheduled is ridiculous. Their excuse is the same everytime- "they don't have the staff" yet they are sure to tell you about all the ways and third parties they use to follow through with pick ups? Also, if you do not have the staff, why is pick-up an option? Why are there dates and times you offer when you cannot follow through? The first time they rescheduled was 10 minutes AFTER my pick up time. The other times were less than 24hrs. Each time requires the customer to change their schedule, remove plates and belongings from their car, and is a complete inconvenience when it does not happen. When I ask to speak to a supervisor, they tell me it will take over 14 HOURS for them to get back to me. They are leaving their customer service representatives in terrible positions because not even they can get any response from higher ups, or hubs, in a timely manner. I will stray anyone away from carvana immediately. Save your time and money. The few extra thousand is a facade because they essentially force the customer to continue and re-appraise their car due to expired offers because they cannot show up as planned. Wish I could give carvana 0 stars.

They would not refund my shipping charge. They never shipped me a car, yet I lost over $500. I would urge caution with this company.

The day my car was delivered, which was only 6 days ago, I went to take it for a drive and the AC was blowing hot air for 45 minutes. Now mind you, I live in Texas and the car came from Texas. How do you complete a 150-point inspection and not noticed that the air conditioning doesn't work? Not only did the air conditioning not work, but the cooled seats did not work. I insisted that a mechanic come to my place of business and fix my car ASAP. He came the next day and refilled the non-existent freon and recharged my AC. While doing that, he noticed that the air filter was completely clogged with debris. Now once again I ask, how can this happen if the car has went through a 150 point inspection. I would bet my life that the car was never even checked for "anything." It probably never even had an oil change. Today, I came home from work and go to fold my mirrors in and the passenger side mirror only folds partially and then starts clicking. It doesnt stop clicking even with the ignition turned off. I go outside to hear where the clicking is coming from and the mirror is completely facing away from the car. Yet again, another thing wrong with the vehicle that was not checked. Upon looking at the 150 point inspection checklist again, I see that the interior and exterior of the vehicle was supposed to have been premium detailed, and the car came to me completely filthy. The most they did is vacuum the floors. The checklist also stated that floor mats were included, but do you think there are any floor mats in the car? No. All I got every time I called carvana was "I'm sorry." Well I'm sorry carvana, but I'm sorry does not cut it. Carvana is deceitful and dishonest and does not deliver anything that they say they will deliver. Do yourself a favor and don't ever buy a car from carvana. You will be completely dissatisfied promise you

Horrible! I will NEVER do business with Carvana again!

My car was delivered as promised, but once I started inspecting the car I noticed it has more damage then it was listed on the actual site and description of the car.

The delivery person said to take pictures and send it to him and he would take those and send them into Carvana/silver rock.

Fast forward to a few weeks later, I took my car to the body shop to get fixed since it was approved for it.
The body shop then tells me that silver rock and Carvana only approved one scratch! 1! Out of 13 pictures and damages they only approved one scratch.

When I called Carvana to find out what had happened the agent told me that Carvana and silver rock determined that the damage they will cover was only 1 scratch and the rest "meets their standard" for a used car. I told the woman that it's not fair to deliver a car that you didn't disclose the damages of. I asked her if she knew that Carvana didn't disclose the damages, she said yes that is correct but that Carvana would still not honor their promise to fix it.

I asked their legal team information and she gave me that, a few hours later she called back and profusely apologized and swore up and down that she would get it taken care of herself, apologized in the way I was treated and that she understands how frustrating it must be.

She really played her part in that one, it's been a week. I haven't heard anything from silver rock or Carvana so I decided to check in and to my surprise the woman that was "helping" me is no longer available to help and the person who I was on the phone with all of a sudden turned into "management team" and said sorry but we aren't going to approve that because of standards.

This company is literally the worst company I have ever dealt with.

They do not care about customers at all.

If I could give less that 1 star I would. The initial order off the internet took no time and was easy, however that is where it ends. They delayed the truck we were going to purchase 5 different times, the worst being 2 hours before it was supposed to arrive, Carvana sent a text that it was delayed yet again for another week. When they finally brought the truck it was completely rusted out underneath from the front to back. The vehicle had been rejected multiple times by others, and they were still trying to unload it on another customer. Their customer service is sub par and uncaring. There was a rep named Lajuan that pretended to be helpful until we got off the phone and he e-mailed me. He told me he would do whatever he could to help just e-mail him and he would get back to me. Well, I e-mailed him and he ignored me, then the next day dismissed me and told me to call the customer service number with any further questions. The worst part is that buried deep in the car fax stated the truck model was subject to rust and Toyota would fix it for free to the consumer. Carvana did not care to actually get it corrected for free, they just wanted to sell this rusted out vehicle. Their "Inspection team" is a joke because there is no way they should be selling such an extremely rusted vehicle. We rejected the truck and I will never go this route again. I did not do my due diligence by reading reviews ahead of time so shame on me. I would have seen every single problem I had with Carvana and moved on. Please save yourself time and frustration and read reviews before you do anything with this company. I would go to any dealership and spend 10 hours there before I would ever deal with this company again.

We purchased truck and it was delivered w/ no problems. However, the registration was awful! After several weeks Carvan finally completed registration and plates were sent. A few days later the State dmv sent a letter and said tax and fees did not go through and insufficient funds from account. We were told to pay (which carvana was supposed to) in 7 days or collection fees and repossession of truck will happen. Carvana referred us to 3rd party loan, who referred us back to Carvana and was not helpful. Awful experience!

I bought my first car on Carvana a few years ago. Smooth process, it was great. I bought a 2022 Ford Maverick on Carvana a few weeks ago. Decided to swap it for another one with more features. Was supposed to be delivered today. Used the text channel 15 minutes after my appointment time (hadn't heard from the delivery person) and was assured that my vehicle was in transport for today. Called and was told it "needed to undergo more inspections" and that now they couldn't bring it until the 26th. They refuse to extend the mileage allowance on the truck I have now because "it will depreciate the value." That's my problem how? Now I'm screwed out of work for the next 10 days and won't compensate me in any way because it says in the contract that they aren't liable for any delays that are due to circumstances out of their control or not due to their own negligence. Sorry, how is it NOT negligent or within your control for your lots to NOT be secure enough to prevent theft of catalytic converters on vehicles that are in YOUR possession and are ALREADY PAID FOR? Now I have a truck I can't drive and they have my $38k. I'm furious and disappointed. Will NEVER use Carvana again and will tell anyone who listens not to use them either.

What a TERRIBLE experience! DO NOT pay the $100 to reserve a car from them and expect to receive the car. I did this several MONTHS ago and just found out today that the car is "no longer available". I didn't find this out by them contacting me, I found this out on my own. Throughout the waiting process, I contacted Carvana several times and each time I was told that the car was in the inspection process and that no other information was available. However, each time I spoke to somebody, they tried to sell me another car and tried to get me to cancel the $100 hold. I didn't want another car, I wanted the car I reserved! It is for this reason that, in my opinion, I believe Carvana is in the illegal practice of the old "bait and switch". I honestly believe that they never had the car that I reserved. Today when I spoke to someone I wasn't offered any type of resolution, just a "we're sorry". Their apology means NOTHING to me. What a HORRIBLE and UNTRUSTWORTHY company! No big surprise to me now when I see all of the class action lawsuits against them and the financial problems that they are having. I realized through all of my conversations that their customer service was a joke, now I realize that the entire company is a joke. I hope this helps others steer clear of them. There are plenty of other companies out there that I hope are better than Carvana. Thank you so much Carvana for the disgusting experience and for the complete waste of my time! Oh yeah, and now I'm told I have to wait another 7 days for my $100 hold to be released! Haha, what a bunch of clowns!

Traded in my car and got a good price $17k, added an additional $7K to complete purchase. Decided after 2 days that I don't like the car so I picked another one and no problem scheduled delivery of 2nd car and pick up of 1st. While on the phone the rep said you can watch the website and if you see something you like more you can always change it out before delivery. I found what i really wanted, started the purchase online so wouldn't get snatched up, called customer service to make sure all the funds would be applied to this car and they told me " So sorry your deal has to be rebuilt and it will take 20-40 BUSINESS DAYS to do anything with your account. " I can't get my money back until then. What about the 7 day money back guarantee? The car I finally found was an additional $3K you would think they would want to make a sale, i didn't give them the additional money since they have basically frozen my account.,. I can't return the car I don't want to the local Carvana. I have to keep it and I am responsible for it (insurance, storage) until they let me know when they are coming to get it. In the agreement I got when took possession of the car it says they will pick up the vehicle the next business day as long as it's within the 7 day window. I am without a vehicle and $24k. 20 to 40 business days could be 2 months! Merry F*****g Xmas from Carvana

Kept making me resubmit information until my purchase timed out twice. No individual ever reached out to me. Same robotic email.

Car has had front end work, new air conditioner and new engine…. Thank goodness I took the warranty. I owe 16 k on a 7k car

Waited 1week for car and 5hrs before delivery they postponed another week the day of they delayed again for 2 weeks. We cancelled order

Would give half a star if I could. Waste of time, offered 3k for a 36k truck. Ha what a joke. They screw you worse than normal car dealers..

So I paid my 60k cash,
My car has been delayed 3 times,
Nothing but lies and excuses from Carvana!
Worst car buying experience ever, DONT WASTE YOUR TIME, DONT BUY FROM CARVANA!

I purchased a car from Carvana in October 2021 and the same day they delivered it, BROKE DOWN!
They sold me a car that has a parasitic draw, a driver side door lock that doesn't work, bad battery cables, bad battery terminals, exterior damage that was not listed on the website or shown in any of the pictures, and a cut gas line going from the tank.
I took the car to Ford to have the battery cables and terminals fixed, which Caravna gave me a hard time about paying for that even though the car was still under warranty.
After having those two problems fixed that's when I found out about all the other problems with the car. I tried returning the car within the "seven-day money-back guarantee" which they just simply refused to honor and gave me a bunch of BS excuses.
It's now going on the seven-month mark of me going back and forth with Carvana trying to get them to take this car back and refund me my money since they no longer have the vehicle I traded in.
I am currently in contact with an attorney so I can get this problem resolved and finally be done with this HORRIBLE company!

Also, the loan company they use Bridgecrest is just as horrible as Carvana.
They have given me just as many problems as Carvana has.

SO DO NOT BUY OR SELL WITH THIS CARVANA
STAY AWAY!

First impression wasn't great. When the carvana truck arrived with my new car, the associate crashed it into my neighbors car while unloading it while I literally watched in what felt like slow motion. We didn't see any body damage to either vehicles so I signed for the car and took it directly to my mechanic to check it out. Many issues were found. The tires on a 4WD were all mismatched and there was no maintenance record of when they were added so while the tread was fine, we couldn't rule out dry rot. The steering wheel was off center and pulled to the right and the front tire roters were rusted and needed to be fully replaced. In addition, I found a crack in the windshield that wasn't noted anywhere, the car wasn't clean/detailed and it arrived with less than a quarter tank of gas and a nasty AC and oil filter. Just…basic things that any inspection would've found.
Carvana touts a rigorous 150 point inspection, so that's obviously crap, their delivery people are not trained well (he's been over an hour late for delivery and 2 return windows) and generally don't really give a crap on the conditions their cars arrive in. Instead of fighting with their claims team to try to get the repairs made, I decided to return the car. I have zero reason to trust that Carvana would care enough about me as a customer or my experience to help me with repairs, and have first hand knowledge from other Carvana buyers that they do everything they can to not pay for repairs to the vehicles they sell.
It's clear to me the "old" carvana is dead and this company is going down the drain. If you're on the fence, just don't risk it. If it sounds easy and convenient, it's probably too good to be true.

I had my car 1 year and one month and the day before I got paid my car was repossessed how I have no clue I still have all my receipts even when I was late or my parents paid my step father called the financial company and told them to take money out on a certain day and they never did I called and told them to take money out and they would only take one payment out I would call back to find out why they didn't take the extra money we told then to take out this passes me off because the financial department made me loose 2 different jobs dealing with this nonsense and now I'm out of a deposit and a entire year and 1 months worth of money because of these customer service reps not doing there job and and at the end I got fired now I have no car no job and no place to live all because of carvana/ bridgecrest and the car they took from me I found out when I went to get my belongings out of it that the 2018 car they claim was never in a accident had been in a flood there was water damage you call tell by the frame I have proof I'm about to upload the video don't buy from them they lie thank you oh yea and I called because right after they dropped my car off after the 7th day your supposed to return it on the 8th day maintenance required popped up on my screen I called them about it and they keep transferring me to departments Noone knew anything