Carvana

I paid $100 to "call dibs" on a car. Once it had passed their inspection, I started the buying process, still within the time frame of placing the car on hold. I received a confirmation of my order, and proceeded to upload the documents Carvana asked for. I spoke to a customer service rep who confirmed the documents had been reo. I then received a call by a rep asking me to update my delivery address and resubmit a couple of pictures. This was on a Wednesday morning. The email confirmation said I had until Friday morning at 8am to submit al the paperwork and my 10 day been payoff quote for my trade in. I resubmitted what they had asked for on Thursday morning and when I got off work at 6:30pm on Thursday, I called to verify everything had been received. The rep I spoke to told be the car I had paid and had received confirmation that I was buying had been sold to someone else and there was nothing she could do about it. She tried explained that the rep who had called me released the car and had not placed a "lock" in the system so someone else was allowed to purchase the car. She apologized several times and told me the rep made a mistake and said she would get a supervisor on the line. I waited on hold for over a half hour and she was never able to get a supervisor. She said she would have to submit a ticket since Carvana had made a mistake and that a manager would call me first thing on Friday morning. I never reps call on Friday so I called back. Same sci. The rep could not get a hold of a manager. Again, apologized and said they would give me a discount on a similar car and that he would look through their inventory and have a manager call me back. It has now been a week since my car was sold out from under me. I have not received a call back, nor a refund for the money I paid to "call dibs". I would stay clear of Car an a and not waist your time.

This is literally the worst car- buying experience i ever had in my life. I tried to buy a vehicle on 9/21. My bank Capital One isnt local so i had them overnight my cashiers check directly to Carvana's payment center. It was signed for by a K. Kelsey. Delivered at 9:44am, literally the next day. There were 2 cashiers checks 280.00 and 3520. 00. First they couldnt find any of the cashiers checks. Then after 2 weeks they eventually found the one for 280.00, but they never located the 3520. 00. I called every single day to ask if they found my down payment. The answer day after day was NO. Then they finally admitted that the payment centers relocated and it may have been lost in the shuffle. My bank has a 90 DAY POLICY to replenish my funds so i can get another cashiers check. That is absurd. I CANNOT WAIT 90 DAYS to get my money back and I CANNOT WAIT. 90 DAYS to get a car. Carvana completed a declaration of loss but that is not good enough. My bank still has to investigate etc. This situation has caused me so much hardship. I was supposed to receive a vehicle within a few days and now its been 27 days with no vehicle. Im constantly paying out of pocket every single day for Lyfts and taking the city bus. I cant take the bus everywhere because i have 3 children that has school and other extracurricular activities to get to by a certain time. So i mostly take Lyft which costs close to 100.00 per day. I am literally going broke behind this horrible situation. I NEED CARVANA TO FIND MY CASHIERS CHECK IMMEDIATELY. I need to be compensated for all of this extra hardship that you've caused. I need someone to take ACCOUNTABILITY for this situation. ITS STILL NOT RESOLVED! I DONT HAVE MY MONEY AND I DONT HAVE A CAR!

I bought a car off carvana in December after someone wrecked into me and totaled my car. Thought the whole process was easy but not happy about the high interest rates and was skeptical without driving the car. The car wasn't my first choice. The original car I wanted was pending sale, another car I wanted hadn't arrived yet but they make you pick one and then you can return it in 7 days or 1,000 miles if you don't like it.

The day the car arrived I wasn't impressed. It was basic and not much to it. They let me drive it re ad l quick before leaving but I noticed one of the lights was on which I informed them of but they said it would turn off. I couple days went by and the check oil light came on so I took it to get looked at. On my way several lights came on so informed them at the shop. I was told it needed an oil change and then told it needed brakes abs possibly more but the codes were dealer specific and carvana said it needed to go to a dealer. The closest dealer that could look at it within the week was 30 miles away and carvana didn't give me a rental or anything so I needed to have someone follow me and take me back when it was done a few days later.

I inquired about the other car I was interested in that wasn't available yet and was told it would be available soon and I would get a call back the following day. The next day no call back so I called again. Long story short by the time they told me the car wouldn't be available until the following week it was too late to exchange cars.

My car had nothing but problems from day one and I was told that because of the car shortage places like carvana were doing the inspections so quick just to make a quick sale and overlooking the problems.

Worst mistake I ever made was getting a car here.

Eventually I wrecked and totaled the car after only two months because the abs was not working as it should and I couldn't stop on time before I wrecked into someone

This has been the most difficult car-buying experience I've been involved in thus far in my life. I had a car locked in and ready for delivery that was dropped because the staff verifying my ID picture admittedly made a mistake; I was promised a callback that hasn't happened yet regarding this occurrence (now 2 days past the 48 hour promised window); to replace the car I wanted I was sent a car $2000 more expensive (remarkably similar to the good old bait-and-switch, making Carvana exactly like the dealerships they claim to be different from), and now I am dealing with more back and forth. I wanted to increase my down payment to try and keep my monthly payments comparable to the car they baited-and-switched me with and, upon completing the 2 minutes of updating of numbers, I was pushed back four business days in delivery time.

The people I interact with over the phone are always super kind and seem to be well-intentioned, but never able to do more than put notes on your profile with the promise that help may come from someone else in the future, which as I mentioned before, it never does. There is zero interaction between departments, clearly no real communication between subordinates and their leadership, and certainly no callbacks or customer service.

I am still trying to muscle through this ordeal due to a lack of inventory on the market, and the dire situation my family is in trying to work three jobs with twin babies between two parents. If things turn around I will happily adjust this score and update the comments, but I haven't even received the car yet and the buyer's remorse I am feeling already is crippling.

The concept of Carvana seems great on the surface but the utter lack of devotion to customer service makes this company's model untenable. Be very cautious if you consider utilizing this website, and if you really need a car I would recommend visiting a dealership where at least you can have some consistent contact with human beings. While I am still waiting with bated breath, hoping against hopes the car will actually show up and that maybe I'll hear back from one single human being, I recognize and suggest that for all intents and purposes this company should be your absolute last stop, last ditch effort at buying a car. If at all possible, utilize something else. Anything else.

I purchased the vehicle on May 13,2022. When it arrived, the car was nice. The delivery driver had the car off the truck and already started when i made it to him. I test drove the car and noticed that it drove nice. On my way home i stopped at a gas station, cut the car off and went in, came out and got in the car, started it up and immediately, a message pops up indicating that the car was in need of the A5 Service, and it was overdue by 20,900 miles. How the hell did they perform a 150-point inspection and didn't change the oil and other things outlined in the Service manual?

Long story short, i was told to take it to a "preferred" shop to get a diagnostic performed and the warranty company would pay for it. The people at the shop told me that they would have to keep the car until the warranty company, Silver Rock pays for the repairs. I had 2 days left on my 7 day trial. I contacted silver rock and a rep told me that it was going to be 24-48 before they could look at the diagnostic and approve it. Then there will be another 24-48 hours for them to pay for "APPROVED REPAIRS". I called Carvana to see if they could assist... NOPE! I asked to return the car for another. A week later, I had to drive 70 miles to meet the delivery driver. I inspected the car inside and out, once i popped the hood, i noticed the air flow hose was not connected and would not snap together so now i have to reject the vehicle and drive the 1st car back home adding miles to the car.

I've been back and forth with Carvana on the issue with this car since picking it up. I actually told them that if they agreed to pay for the diagnostic and any repairs needed that i would keep the car. They declined. A5 Service is regular maintenance which is about $350 plus a $100 Diagnostic charge. I'm not buying a vehicle that needs to be serviced. I will be taking the car in for the diagnostic at their "PREFERRED SHOP" if the repairs are not approved, CARVANA YOUR CAR WILL BE AT THE SHOP AWAITING YOUR PICKUP! OH AND LIKE YOU TOLD ME... CONTACT SILVER ROCK FOR THE PAYMENT FOR THE REPAIRS! I WILL NOT BE TAKING IT HOME WITH ME

The worst customer experience I've ever had.

Mistake 1: Delayed delivery by three days the day before the weekend started and couldn't tell me when I would receive the car because everything was in the hands of higher-ups who no one could get in contact with.

Mistake 2: The registration. My God. The registration struggle alone is why I am begging every possible consumer possible to stay away from this business. I have spoken kindly, cried, begged, and even screamed about my issues with registration. For background purposes, I am a graduate student who was in the middle of finals at a university out of state. My license and driver's insurance still reflect my home state, which is where I wanted the vehicle registered. I used my university address as the delivery address, and apparently as the registration address. Despite Carvana supposedly being the one skilled in registration, they did not flag the driver's insurance I submitted to them being from a different state (which is not allowed for registration in my university's state). They went ahead with the registration process in the wrong state, anyway.

I have received a plethora of incorrect guidance over a little less than 20 occasions, because none of their employees are trained properly. In chronological order: 1. Just try to register anyway, maybe the state office will overlook insurance (spoiler: they didn't). 2: Maybe your insurance can issue a temporary policy for this state just so you can register (Also didn't work). 3. We have to do the rebuild process, which supposedly takes over 90 days. After screaming, they got it done in 1 day. Plates were supposedly going to be mailed. 4. The entire time, they're saying the can't issue temp tags because of state rules, so just show cops your purchase agreement. (Irresponsible and probably illegal). 5. Plates are on the way. 6. You need to transfer the car registration yourself, incurring over a $1000 of fees, despite contracts no reflecting the correct state fees. We'll have to issue new contracts. 7. We can't do anything, contact the lien-holder, this is their fault. 8. Lien-holder says to wait another week while they check.

So, I have a $25K car that I cannot drive which has been insured for over two months, and Carvana's employees are inept to a point of madness. I am deeply angry, frustrated, and I don't think I've ever hated a company more than this one. Stay away if you have any respect for yourself.

To whom it may concern,
I am in the process of purchasing a 2021 Dodge Charger from Carvana. The pickup date was scheduled for August
19th, at noon. Today, August 18th, I removed the Carvana Protection Plan from my purchase order, due to personal
Reasons. To my shock and dismay, I was immediately penalized and my pickup time was delayed until August 27th, 9
More days without transportation. I was hopeful that the advertised ease of purchasing a Carvana vehicle was
Accurate and true.
However, after spending 2 hours on the phone with Carvana representatives, I was told that because I changed my
Order to exclude the Carvana protection plan, my delivery process completely starts over.
Carvana representatives also said that I can request to have a supervisor call me back, but if the supervisor does not
Have time to get back to me by noon tomorrow, my order will be placed on hold, and the pickup date will continue to be
Moved further out. At this point, I am strongly considering NOT purchasing a vehicle from Carvana, because I will be
Fired from my job if I do not have transportation by this Saturday.
The frustrating part of all this is that there are no direct communication lines with persons of authority to assist
Customers when it really matters. Carvana's promises displayed on the website, at this very moment, are shown
Below. Print means absolutely nothing if paying customers are forced to wait 9 days to obtain an automobile!
Misleading current and future customers who are potentially spending hundreds of thousands of dollars to support
Carvana business is not the recipe for success. Word of mouth can be just as damaging as "good reviews". My hope
Is that this reaches Carvana leadership, because I am certain that I am not the first or last person to be treated as if my
Business JUST DOESN'T MATTER.
Stressed beyond belief,
Tracy Ortiz, Aldine ISD
Special Ed. Pediatrics
With Carvana, you decide how and when you'll receive your ride. Have it delivered right to your driveway or
Pick it up from one of our Car Vending Machines. Your choice.

I purchased a 2013 Chevrolet Cruze in February of 2022. Had no issues and trusted Carvana to provide me with a great car that would last me a couple of years. I was wrong, recently I had to pay for new brakes, rotors, as well as an oil change. Which is fine that's typical maintenance for a vehicle. I was told by my mechanic that the car had patch work done in order for the vehicle to sell as well as bad wear and tear, and oil had been leaking in the engine previously before I purchased it. A week later the head gasket blows, I was informed by the mechanic to call Carvana. I call carvana and I am placed with an advocate and I inform him of my issues. He informs me that I am out of the 100 day warranty however if I'm able to provide documentation from a mechanic I could submit the documents via a link provided. I spent the past two days gathering the information just to informed by Carvana that they provided false information. As customer I am upset because I am now stuck with a car I can no longer drive and a car payment. Now my car will be repoed and this will end up on my credit. All because an advocate provided false information and made it seem like this situation would be fixed. Now that I have the documentation I'm being told nothing can be done for my situation.Due to the fact that I purchased the car in February mine you I've only had the car for 8 months. Had two different mechanics do diagnostics and both are stating that my gasket should not be blown and the damage was already done prior to me purchasing the vehicle. Now I'm stuck with a payment and am being told that I'm better off getting another car than getting this fixed. I owe close to 14,000 for a car that is not working and will cost even more to get fixed when the issue can happen again. I am at a loss for words by the way I have been treated by several so called advocates. Regardless I was provided the wrong information and the situation has yet to be fixed. I am being blamed by advocates when I have proof/documentation from a certified mechanic at precision tune stating the issues wrong with my car were prior to my purchase. It's no reason I should need a new engine within 8 months unless there wasn't already preexisting issues. Advocates were very rude and condescending regarding my issue, it was made like it's my fault. I have documents as well as proof of call where I was told to get information from a mechanic to send to Carvana. Now I'm getting the run around and nothing can be done. Yes I know of the warranty and 7 day guarantee but I was told by an advocate to submit documentation to prove the issues are preexisting which I've done. Yet nothing is being done to fix the situation. I recommend doing research on Carvana before buying a car, wish I would have looked more into the reviews prior to this.

I looked at a 2016 BMW and it needed serious repairs so I picked up a 2017 Fiat. Carvana's "Treasury Department" submitted the withdrawal from my bank for the 2016 BMW (some $12,000 more than that of the Fiat). BTW if you see a 2016 BMW M235i white convertible do not buy that car. As soon as I saw the mistake, I informed Carvana as well as my bank. It has taken over a month for Carvana to fix the issue. You can not speak to the "Treasury Department" directly, it goes through their customer service and they will not allow you to speak to them. Why is this important? The Treasury Department are the only people that can rectify their mistake. For over a month, the Treasury Department told the Customer Service Reps to tell me, "They are aware of the mistake and it is being taken care of." These were lies and deception. It took me to contact the BBB to get Carvana to respond finally. However, Carvana was to acquire a pay-off quote as this loan has been accruing interest. So the check is for the original amount of the loan. Guess who eats the interest? Me... Also, I had to apply for another car loan because of Carvana's mistake due to Banking Laws and the percentage rate went up during that time so over the life of the new loan, it will cost me over $400, along with more hits to my Credit Score. But Carvana doesn't care nor do they seem to be concerned about making a person want to be a return customer.

Carvana has a corporate culture of delay and deceit and sarcasm. They made a mistake, and I have too, just do the right thing Carvana, correct it do what you say you are going to do, delay and lie. No one accepts responsibility at Carvana. One thing that is consistent with EVERY employee I have spoken with, is to blame someone else or another department. No one has any power to do anything besides say "I'm so sorry." No wonder why Carvana has never made a profit in all of its years of business except 1 quarter. Until Carvana finally goes out of Business you can be assured I will tell anyone that will listen to my Carvana experience. You really get to know a company when they make a mistake, Carvana has proven itself over and over again that they are horrible at fixing its own mistakes and taking care of the customer. Save yourself a headache and use Varoom, Carmax, etc...

I bought my car in January 2021. The buying process and delivery was fairly simple and easy. Shortly after my car was dropped off I noticed there was a large area of paint missing on the front bumper. The vehicle inspection report only light scratches from normal wear and tear. And the Carfax had no reported accidents. I mentioned the discoloration of the plastic trim on the front end and it was dismissed. I sent a photo of the missing paint to the field advocate who dropped my car off, and she said the repair should be totally covered by the waranty and the warranty info was in my folder. The day after I got my car I packed it up to move from ohio to Arizona, it took 3 days to drive and then I spent the weekend moving in to my apartment. I just had a week off of work this week so I took my car to get looked at. The driver's side mirror was also damaged when I took possession of the vehicle. They covered the replacement mirror and replaced the engine idle stop/start switch which was also defective. When I picked the car up the guy at the dealership said it looked like the vehicle was in a front end collision. Which explains all of the messed up paint on the front end and the trim. And possibly the damaged mirror. I immediately contacted carvana to notify them as I had been told by one garage that the warranty would not cover paint. They said since I did not contact them within the first 7 days there was nothing they can do about the damage to the front end of the vehicle. I informed them that I had texted the field advocate with pictures on day one, which they said didn't count because that poison did not notify the correct department of the preexisting damage to the vehicle. So now I get to live with a wonky home garage looking paint job on the front end of my 40,000 dollar car, because I wasn't able toget my car looked at within 7 days while moving across the country. So I guess my point is. Their "thorough inspection" is apparently not thorough enough to see a crappy repair job from an obvious accident. So make sure you get your car to a mechanic ASAP for a real thorough inspection because if you don't get it in within 7 days you don't exist. Also, the car in the photos on the carvana site that I thought I was buying do not show the obvious damage to the front of the vehicle. So keep in mind if you buy, what you see is probably not what you're going to get.