Carvana Reviews

We checked online to discover that is the indication the sensors in the tires have failed and needs replacement. Now the car we purchased is 8 years old and has just over 40K miles with the wear of approximately 5 or 6 out of 10 on each of the tires. These are the original tires, and the sensor on those tires tends to last about 6 years.

Now, since the car was purchased for our daughter and she is a fairly new driver, we went ahead and purchased all four new tires, rather than just replacing the sensors, simply because we know that the braking distance is increased as the tread of the tires wears down. To be honest, we were not expecting to have that additional cost of $1300 on a car that she has driven less than 20 miles. We are hoping that is the only issue we will have with this car, as our 7-day guarantee ends today. To be fair. we have not discussed this issue with Carvana, simply because they may have been unaware of the issue with the failing sensors, but we did find it odd that the indicator began flashing within the first 10 miles of usage. We recommend that in the future, they install new tires on a vehicle that is past 6 years of age.

I want to recognize each person who helped make this experience so positive:

• 09/05 – The gentleman who delivered my Kia: I unfortunately don't remember his name, but he was very nice, professional, and courteous.

• 09/06 – The woman I spoke with from Arizona: I also don't remember her name, but she was incredibly nice, helpful, and understanding. I truly appreciated the way she assisted me when I explained why I was reconsidering the Kia and looking at another vehicle.

• 09/07 – Zack or Zackary: He was the gentleman who helped me with the pickup of my SUV, and he was also extremely nice and professional. He made the process smooth and enjoyable.

Every person I interacted with treated me with kindness and professionalism, and that really stood out to me. And then came the **icing on the cake** — seeing my SUV come down the Carvana car elevator was **SOOOO COOL!** 😂 That was such a memorable moment and honestly made my first Carvana experience even more special. Overall, I could not have asked for a better first experience with Carvana. From the original delivery, to reconsidering my vehicle choice, to finding an SUV with lower mileage that I felt more comfortable with, everyone made me feel like I was in good hands.

Carvana, you have definitely gained a customer for life! This has been one of the best car-buying experiences I have ever had, and I honestly don't want to go anywhere else for a vehicle in my lifetime. Thank you to everyone who played a part in making my experience so positive. You all are truly the Rock Stars! ❤️🚗

When it arrived, I gave it the kind of inspection you would expect from someone who has bought a few vehicles over the years. I verified the VIN and confirmed that it was indeed the Rock Creek edition. I walked completely around it, examining both sides from different angles. I inspected the windshield and all the glass, checked every wheel and tire, and, while it was still on the delivery truck, got a good look underneath for any significant scrapes or signs of fresh fluid. I checked the hitch receiver, which does not appear to have ever been used, and looked beneath the hood. Everything was clean, and the fluid levels looked good.

The Pathfinder also arrived with two keys. Leanne had only expected one, so that was a very welcome surprise. As pleased as we are with the vehicle, what truly made this experience exceptional were the two gentlemen who delivered it, Ryan and David. They were courteous, professional, patient, and completely focused on customer service. As I inspected the vehicle, Ryan pointed out some of the things customers commonly want to check and jokingly acknowledged that it was obviously “not my first rodeo.”

They carefully inspected our trade-in and performed the required on-site diagnostics. Everything was exactly as we had represented it, and the process went smoothly. All our paperwork was ready, including the title to our previous Pathfinder, and their paperwork was already organized and prepared. There were no surprises or unnecessary delays. Ryan then sat with Leanne inside her new SUV and patiently walked her through its many features, explaining what everything did and answering her questions in detail. He never made her feel rushed. That kind of personal attention is something you seldom experience when purchasing a vehicle.

Ryan has been with Carvana for some time, while David is relatively new and was being trained by him. I honestly don’t believe David could have a better person mentoring him. Ryan’s patience, attention to detail, professionalism, and genuine concern for the customer were evident throughout the delivery. David was equally courteous and attentive, and both gentlemen represented Carvana extremely well. What also impressed me was the way they spoke about Carvana. They didn’t merely sound like two employees completing another delivery, they spoke with genuine pride about the company they work for. That says a great deal about an organization.

By the time everything was finished, it felt less like a business transaction and more like spending time with a couple of old friends. From the effortless online purchase to the delivery at our home, the entire experience was outstanding. Leanne is thrilled with her new Nissan Pathfinder Rock Creek, and I cannot say enough good things about Ryan, David, and the service we received from Carvana. This was truly one of the easiest and most enjoyable vehicle purchases we have ever made. Carvana earned every one of these five stars, and Ryan and David deserve special recognition for making an already good experience unforgettable.

Being a middle-aged widow, I didn't want the hassle and pressure of dealing with a used car salesperson. I hated being forced to go through the process of finding another car, but I knew exactly what I wanted (the exact same interior and exterior colors of my former 2018 Subaru), and Carvana gave me plenty of choices. I've only had my new car for one week, and we are still getting to know one another, but I think it's going to be a long and happy relationship!

The only negative thing I can say, AT ALL, is that the Carvana vending machine was down the day I went to pick up my new car. However, I loved the whole process of paying for the car, choosing my warranty options, and signing all the required documents ahead of time, and only having to sign one piece of paper (title application and odometer statement) when the keys were handed over at the Carvana dealership. No pressure, no hassles, and no hidden costs or tricks. Buying a car should always be this easy and pleasurable, especially after the unexpected trauma of a serious accident.

Another issue was this: Teslas like this don't come from the factory with a front license plate holder installed. Our state's law, however, requires them. While the guy who delivered the car to our house put on the rear license plate, he said something like, "I can't do the front license plate because they don't let us put screws into people's bumpers anymore." That means that they leave you with a car that, technically speaking, isn't legal to drive. The kicker is, when you install the front license plate holder, no screws actually go into the bumper: Screws hold the plate to the plate holder, but the plate holder sticks to the bumper with adhesive tape. So evidently the guy was misinformed.

The third thing I'll mention is that some of the information on the website - info that is supposedly about *your* car - can be wrong, because it's generated by AI. The notice on the screen even says so. I can't go back and prove it now, but I'm pretty sure the website said my car would be AWD, but it is in fact rear wheel drive. I think this would constitute a material claim of false advertising, but the website warns you not to believe it! It's shady and dishonest at worst, regrettable and misleading at best. If it bothered me that much I would have returned the car, but caveat emptor. All that being said, I still prefer Carvana to having to talk to a salesman at a car dealership.

They were gracious enough to offer a $100 reimbursement when I expressed my new expense of rental car/uber over the next 8 days because of their failure, like that is any sort of recompense. To make matters worse, I asked how long it would take to get my money back and go elsewhere, 10-15 business days. They took it out in hours, but oh no, giving it back will take weeks. GTFO here.

It is now 4 business days since Carvana picked up the car, but they have not given us a check for our trade-in vehicle or refunded our money. Customer service has given us various stories about the timeline, none of which match or have come to fruition. We were told a check for the trade-in would happen at the return. It did not. We were told the money would be refunded for our down payment in 3-5 business days. Then we were told it would take 10-15. Then told that the down payment was made via card, when it was done through Plaid. The entire process has been extremely disorganized, and I truly don't feel we've received an honest response a single time. We are beyond disappointed and have VERY little faith in the integrity of the company overall.

I purchased a 2024 Audi A4 Quattro Premium Plus through Carvana with the understanding that I was purchasing a vehicle that had been properly inspected, was mechanically sound, and was safe to operate. The vehicle's history indicated that it had previously been involved in a minor accident. Based on that disclosure, I reasonably expected that any prior damage was limited in nature and would not compromise the vehicle's structural components, mechanical systems, or essential safety features. Unfortunately, my experience has revealed a significantly different situation.

What was represented as a minor accident appears to have involved considerably more substantial damage, including damage to components behind the front bumper that directly affect the vehicle's electronic safety and driver-assistance systems. The nature and extent of the damage raise serious concerns about the accuracy of the vehicle's reported accident history, the adequacy of any repairs performed before resale, and whether the vehicle should have been offered for sale in its condition.

Of particular concern, the vehicle was sold with an illuminated dashboard warning indicating an existing mechanical or electronic system malfunction. This was not merely a cosmetic issue or an insignificant warning. It involved a malfunction of the vehicle's front radar and adaptive cruise control system, which is part of the vehicle's advanced driver-assistance technology. A consumer purchasing a relatively new luxury vehicle should not discover that a previously reported minor accident may have left critical underlying components damaged, improperly positioned, or unrepaired.

## Discovery of Mechanical Damage and Safety Concerns. Following the purchase, I experienced problems with the vehicle's adaptive cruise control and front guidance systems. The vehicle displayed warnings indicating that the front guidance or radar system could not function because of environmental conditions. As a result, the adaptive cruise control was unavailable.

Initially, such warnings might suggest temporary interference from weather, dirt, or other environmental factors. However, subsequent inspection and diagnostic findings identified physical damage associated with the radar system and its supporting components. A diagnostic evaluation performed by Eiseman's identified fault code **C110BF0, Automatic Distance Control Sensor Limited Visibility**.

More importantly, the inspection findings indicated multiple underlying physical problems, including:

- The potential need for proper radar alignment and advanced driver-assistance system calibration following mechanical repairs.

These findings are particularly concerning because the problem does not appear to be limited to a malfunctioning electronic sensor. Rather, the malfunction is associated with physical damage to the components responsible for positioning, supporting, and connecting the radar system. The difference is substantial. Replacing or adjusting a sensor without correcting damaged brackets, connectors, or mounting structures may not provide a permanent repair. If the radar cannot maintain its required position or alignment, the system may experience recurring faults or calibration problems.

I want to emphasize that my primary concern has never been minor cosmetic damage to the exterior bumper. Cosmetic imperfections are not what prompted this complaint. My concern is the mechanical and potentially structural damage underneath the bumper that directly affects the operation and reliability of a safety-related vehicle system.

## Discrepancy Between the Reported Accident and Actual Vehicle Condition. One of the most troubling aspects of this situation is the discrepancy between the vehicle's reported minor accident history and the physical damage subsequently identified. A minor accident designation creates a reasonable expectation that damage was relatively limited. However, the presence of a bent radar mounting bracket, damaged electrical connection, radar misalignment, and damage to supporting structures behind the bumper suggests that the previous impact may have been considerably more significant than the vehicle history led me to believe.

Based on the inspection findings, I believe the vehicle sustained substantial collision damage that was not properly repaired before it was resold. Although a comprehensive structural inspection would be necessary to conclusively determine the original accident's severity, the documented mechanical problems raise legitimate questions about the integrity of the previous repairs and the vehicle's condition at the time of sale.

I am particularly concerned that damage involving the front bumper's underlying support and radar mounting points may have been overlooked, inadequately repaired, or left uncorrected. This is not simply a matter of dissatisfaction with a used vehicle. It concerns whether a vehicle with unresolved accident-related mechanical defects, including a malfunctioning driver-assistance system, was sold to a consumer without an adequate explanation of its condition.

## Carvana's Response and Customer Service. I want to distinguish between my experience with Carvana's customer service representatives and my experience with its warranty partner, SilverRock. Throughout this process, Carvana's customer service team has been extremely helpful. Representatives have made genuine efforts to assist me, address my concerns, and help navigate the situation. I appreciate their professionalism and willingness to work with me.

My complaint is not intended to diminish those positive experiences. However, good customer service alone cannot resolve a mechanical problem when the company responsible for administering warranty repairs refuses to authorize the work necessary to correct the underlying defects. In my experience, the most significant breakdown occurs when the matter is transferred from Carvana's customer service team to SilverRock.

Carvana may genuinely intend to support its customers, but that support is undermined when its warranty partner takes an approach that appears to prioritize limiting the scope of repairs rather than correcting the underlying mechanical failure. This creates a situation in which Carvana's representatives attempt to help, yet the consumer remains without a satisfactory resolution.

## SilverRock's Handling of the Warranty Claim. My experience with SilverRock has been the most disappointing and concerning aspect of this entire situation. Despite diagnostic findings indicating damage to multiple related components, SilverRock has refused to provide coverage for certain parts that are directly connected to the mechanical failure. Instead of authorizing the complete repairs necessary to restore the system to proper working condition, SilverRock has taken what I consider to be a minimal approach to the claim.

The problem with this approach is that the front radar system does not operate independently of the components surrounding it. The sensor, mounting bracket, electrical connections, underlying support structures, and required calibration must work together as an integrated system. A repair that addresses only one component while leaving other damaged components in place does not necessarily correct the actual cause of the malfunction.

Multiple vehicle technicians, as well as information obtained through Audi, have supported my concerns regarding the necessity of addressing the underlying damaged components. Based on these professional assessments, I have been advised that a limited repair that fails to correct the mounting, connection, and alignment problems could result in recurring system failures. Yet SilverRock's handling of the claim has not, in my view, adequately addressed these concerns.

I find it unreasonable that a warranty administrator would consider authorizing a limited repair while refusing coverage for directly related components necessary to make that repair effective and reliable. If a damaged mounting bracket or underlying support prevents a radar sensor from maintaining proper alignment, simply repairing or replacing another component will not resolve the fundamental problem. Such an approach risks creating an ongoing cycle of temporary repairs, repeated diagnostic visits, additional expenses, and continued vehicle downtime. It also places the customer in the unacceptable position of having to repeatedly justify the need for repairs that qualified automotive professionals have identified as necessary.

## Independent Technical Assessments and Audi Involvement. Because of the seriousness of the problem and the disagreement over the required repairs, I have sought additional professional input, including assistance from Audi. The purpose of involving Audi is to obtain an independent manufacturer-level evaluation of the vehicle's front radar system, damaged mechanical components, and necessary repair procedures.

I have also sought to have the vehicle evaluated by Audi Washington, with the goal of obtaining a diagnostic report identifying the actual cause of the malfunction and the complete scope of repairs required. SilverRock has indicated that it will cover one hour of diagnostic labor. While that assistance is appreciated, authorization for a limited diagnostic evaluation is not the same as accepting responsibility for the repairs necessary to resolve the condition. The central issue remains whether SilverRock will authorize a complete and technically appropriate repair, including any damaged mounting brackets, connectors, supporting components, and calibration procedures confirmed to be necessary.

My expectation is not that SilverRock approve unnecessary work or unrelated cosmetic repairs. I am asking that the components directly responsible for the documented mechanical failure be repaired or replaced in accordance with appropriate Audi repair procedures. A repair should restore the system to its intended operating condition, not merely clear a warning temporarily or provide an incomplete solution that may fail again.

## Safety and Vehicle Integrity Concerns. The safety implications of this matter should not be minimized. The Audi A4 is equipped with advanced driver-assistance technology designed to support the driver under specific operating conditions. Proper function of the adaptive cruise control and related radar-based systems depends on correctly positioned sensors, intact electrical connections, and properly installed structural supports.

A radar sensor that has been displaced or incorrectly mounted due to previous collision damage may not operate as intended. Depending on the nature and severity of the damage, such problems can affect system availability, reliability, and calibration. Although the vehicle can still be driven without adaptive cruise control, that does not make the underlying condition acceptable or eliminate the need to assess potential safety consequences.

I am also concerned that the identified damage may not be the full extent of the vehicle's previous collision-related problems. Damage to mounting structures behind the bumper creates a reasonable basis for requesting a more comprehensive evaluation of the surrounding components. This is particularly important because the vehicle was sold with an existing dashboard warning. That warning should have prompted a thorough investigation of the underlying cause before the vehicle was placed into the hands of a consumer. I should not have to undertake this level of investigation after purchasing a vehicle represented as suitable for ordinary use.

## The Broader Concern With Carvana and SilverRock's Partnership. While I have appreciated Carvana's assistance, I believe the company's partnership with SilverRock has the potential to cause substantial long-term damage to Carvana's reputation. Carvana's customer service representatives can be responsive, helpful, and genuinely committed to resolving a problem, but those efforts lose much of their value when the warranty administrator does not support an appropriate repair. From a consumer's perspective, Carvana and SilverRock are not entirely separate experiences. The warranty is part of the vehicle purchase experience, and consumers reasonably associate the quality of warranty service with the company from which they purchased the vehicle.

When the customer is caught between a helpful vehicle retailer and a warranty company unwilling to authorize what appears to be necessary corrective work, the resulting frustration ultimately reflects on both organizations. I am particularly concerned about the possibility of other consumers encountering similar problems with previously damaged vehicles.

My experience raises broader questions about the effectiveness of pre-sale inspections, the adequacy of accident-related disclosures, and the process used to resolve safety-related defects discovered after purchase. I cannot speak to the circumstances of every vehicle sold through Carvana. However, this experience demonstrates why strong inspection practices, transparent accident disclosures, and comprehensive warranty claim reviews are essential.

A company cannot build lasting consumer confidence through excellent customer service alone if its warranty process does not consistently deliver appropriate mechanical resolutions. The long-term consequences may include diminished customer confidence, negative consumer experiences, repeated complaints, and reputational harm that could otherwise be avoided through more effective warranty oversight.

## Requested Resolution. At this stage, I am requesting a comprehensive and reasonable resolution based on the vehicle's documented condition and the professional diagnostic findings. Specifically, I am requesting:

1. **A complete review of the vehicle's pre-sale condition and accident history**, including whether the reported minor accident accurately reflected the actual extent of the damage and whether sufficient repairs were performed before resale.

2. **A comprehensive inspection of the front bumper's underlying mechanical and supporting components**, particularly those associated with the radar and driver-assistance systems, to establish whether additional damage or safety concerns are present.

3. **Authorization for all necessary repairs directly related to the documented mechanical failure**, including the radar mounting components, damaged electrical connectors, affected supporting structures, and any other components confirmed to be necessary through professional diagnostics.

4. **Completion of manufacturer-appropriate testing, alignment, and calibration**, as applicable, to ensure the affected driver-assistance systems function as designed following repairs.

5. **A written explanation from SilverRock** identifying which repairs it has approved, which repairs it has denied, and the specific warranty provisions and technical reasons supporting any denial.

6. **Direct involvement from Carvana's customer relations or management team** to ensure that SilverRock's proposed resolution adequately addresses the condition of the vehicle rather than authorizing an incomplete or temporary repair.

7. **Consideration of an alternative resolution, including repurchase or replacement**, if the vehicle cannot be restored to a properly documented, reliable, and safe condition within a reasonable period.

These requests are not unreasonable. They reflect the basic expectation that a consumer should receive a vehicle whose material accident-related damage has been accurately disclosed and whose significant mechanical defects are appropriately addressed.

## Final Statement. I purchased this Audi in good faith, relying on the vehicle history provided, the apparent condition of the automobile, and the expectation that any warranty-related problems would be handled responsibly. Instead, I have spent considerable time pursuing diagnostic evaluations, communicating with multiple parties, and attempting to secure repairs for mechanical damage that appears directly connected to a previous collision. What was characterized as a minor accident has become a serious concern involving the vehicle's underlying mechanical components, electronic safety systems, and the adequacy of prior repairs.

I remain appreciative of the efforts made by Carvana's customer service representatives. They have demonstrated a willingness to assist, and I believe that deserves acknowledgment. However, SilverRock's handling of this claim has been fundamentally unsatisfactory. Refusing to cover components directly related to an established mechanical problem, while offering only a limited repair that professionals have cautioned may lead to repeat failures, is not an acceptable resolution. I should not be required to accept an incomplete repair simply because the warranty administrator is unwilling to authorize the complete work necessary to correct the problem.

More importantly, consumers should not have to discover potentially substantial unrepaired accident damage after purchasing a vehicle that was represented as having sustained only minor damage. Carvana has an opportunity to distinguish itself by taking ownership of the overall customer experience and ensuring that its warranty partner supports complete, technically appropriate repairs when warranted. I sincerely hope Carvana recognizes that the practices of its warranty partners directly influence its own credibility and consumer trust.

My objective is straightforward: **I want the vehicle properly evaluated, the full extent of its damage accurately documented, and the necessary repairs completed so that it is reliable and safe to operate.** Until that occurs, I do not consider this matter satisfactorily resolved. **I respectfully request that Carvana and SilverRock review this complaint together, reconsider the scope of authorized repairs, and provide a written resolution that addresses the underlying mechanical defects rather than their symptoms.**

Over the next several days, I started noticing more things wrong with the vehicle. I moved the seats and there was tons of crumbs, trash, and spilt things between the seats. The windshield washer fluid was empty. There are spots on the roof of the vehicle (it has a panoramic roof) that appear to be in between the glass as I tried wiping them off, and scratching them with my fingernail from both the inside and outside and they did not come off. I reported the issues to the company and was met with the most difficult, time consuming, and frustrating process.

The "advocates" through the chat have fake names and profile photos. There were times when I would be "chatting" with one person and it would switch over to another. I was told conflicting information in the same chat; for example, I was told to send photos I had submitted through a link they texted via email, then when I asked for the email, they told me I could not submit photos through email.

In the end, after spending hours on hold through calling, and more hours through the chat system trying to get help, I was approved for the seats and bar through their service company, and will receive a $100 check for detailing. They claimed the spots on the roof would be covered with the $100, however after explaining I did not believe the spots could be "cleaned off", they said nothing could be done after a claim was denied. I did try returning this vehicle as well during the 7 day window, however since I needed to take out a loan through my personal bank, I could not get another loan approved while the current one was still pending. It was a huge, stressful mess.

Another thing to note - there is no way to call the local Carvana locations, they only give out the 800 number, and have astronomically long wait times.. one call took over an hour on hold to be connected with an agent. I believe being able to call the local spot where I picked up my vehicle would have alleviated a lot of the stress, as this would have me dealing with someone who had met me in person and helped with the actual vehicle I bought. Believe it or not, this is the condensed version of all of the frustrating things that happened during this process. Due to my personal experience, I would never buy through Carvana again or recommend it to anyone I know.

Bottom line, I have a vehicle, and for that I am grateful. I am also shocked and amazed that in 2026 I was able to order a vehicle via the Internet and have it delivered to my home. What kind of witchcraft is this! How I got to that place is another matter entirely. My list of issues is long, and while I am appreciative of having a running vehicle, there are many issues I have with the process that stem from poor communication and lack of customer service.

My story is going to be lengthy and I will probably repeat some things in different ways but I need to do it in this manner to show the level of my frustration with the company and their agents in the field. I pray this actually reaches human eyes instead of AI. Maybe the length and details will flag it for actual human review instead of being lost in the algorithm jungle.

List of issues:

Initially, I had a 2013 Honda Ridgeline on hold and was going to go for it, but decided based on the website I could get my backup choice in two days. I started the process, and by the time I clicked on the process for my payment, the delivery date changed from 9/6/26 to 9/21/26! I was not happy about this but decided I would be fine with delivery at that time. I would go to Oklahoma City and get to experience the car vending machine. I reached out via the website chat feature and checked the delivery calendar up until the 18th, but no opening came up, so I made plans to drive to OKC to pick up my new vehicle. By the way, up until the day I was supposed to pick up the vehicle, the website still showed two-day delivery. I should have listened to my gut when I saw the website that things would soon take a turn for the worse.

Driving to OKC from Tulsa was not what I wanted to do, but I made the most of it by making a day out of it with my wife. I arrived at the vending machine right before my appointment and was greeted by Lillath, who would ultimately be my rep. After watching what I consider normal retail issues, including a customer having to go through half a dozen key fobs to start her vehicle, it was my turn.

Lillath and each Carvana site rep said the words, "I apologize," so many times I should have been on guard. I watched six other customers drive off with vehicles over the next hour. I had no clue it would be the precursor to me not getting my vehicle on 9/21. The first instance of the downward spiral was being told the truck is in OKC. The next instance was it was in OKC, but not on the truck to be delivered. The final word from onsite was that it would be sometime in the next week for my truck to be delivered. I got the number for customer service and started what became one of the worst Customer service experiences I have ever been a part of.

I have been in customer service for many years, and my biggest problem after being on the phone for an hour and a half with three reps was that there was nothing I could do except roll the dice and hope things would work out. Level one customer service rep Nolan followed the same script of apologizing multiple times before offering nothing regarding how to get my vehicle. I continued to explain how I did what I was supposed to do and that the fault was on the company; he offered nothing additional beyond an apology.

At this point, I asked to escalate the call to the next level. He reluctantly transferred me after more apologizing and being on hold for quite some time before the next rep, Adrian, came on the line. After explaining things AGAIN to him, I was given the following options:

4. Cancel the order entirely

When I asked about the location of the vehicle, the only thing I was told was that it was in transit, but not that it was in a place I could go to get it. I am reasonable, and I realize that, for insurance and safety concerns, going to an inspection station to pick up a vehicle is not normal, but once again I explained my circumstances and got nothing from Adrian except more apologies.

Finally, I went on the app and cancelled the pickup, and he was able to schedule delivery to my home and was frustrated at the level of excitement from Adrian about there being no delivery fee, at which point I told him if I had to pay a delivery fee at this point, I was going to cancel the order. I was offered a $65 gas card for my inconvenience and more "I'm sorry", and nothing more. My biggest problem with this long story is that I still feel that the customer was penalized for an issue with the company. Which brings me to my final hurdle: delivery and the aftermath.

The delivery was smooth, and the driver was very detailed about the process and was surprised when I told him about what had happened to get us to the delivery on 9/24/26. He pointed out the things he noted in his report, and we both noted the odometer mileage was different than what was reflected on the paperwork. Other than that, the delivery was smooth. I drove back to work and waited till 9/27/26 to give a closer inspection of my truck to see if anything else could be wrong. My plans are to call the approved body shop and leave the truck with them while I am out of town 10/5/26-10/9/26. While I like the warranty stuff and the body stuff, I don't like that the shop I have been using for the last nine years is not an in-network shop. Not a deal breaker for me.

This section is not completed, so I only have notations of the journey to this point, not the completion, but my observations and what was submitted to this point are:

The Collision Center on Route 66

-Rear passenger taillight housing cracked(Not reflected in the photos online)

-Excess corrosion on battery terminal(Not reflected in the photos online)

-Scratches on the roof(Not mentioned online)

Update: 10/13/26(photos included to this point)

It appears that the only repairs approved via SilverRock are the things that were pointed out during the seven-day trial period. I expected a few things to not be approved, but not all of them that I made note of. The part that bothers me the most about this is that, when looking at the photos online in the areas I picked out, the photos make everything look clean and good.

I won’t be able to drop my truck off until 10/26, which I could be upset about, but I will let it go. I will be calling into customer service again to inquire about this latest development. Just not today. Like I told Adrian, after completing the call, I felt less than nothing after getting off the phone with him, and over the last seven days of driving the truck, I was quite bitter and was probably more critical of a used truck than I would normally be. Ultimately, I will keep the truck, but I am going to be very critical of the slightest thing to go wrong over the life of me owning it. Honestly, there are going to be things I would normally let slide that I will jump all over because of how things started.

At this point, I would only recommend Carvana with an asterisk because of the lack of tools the company makes available to their front-facing customer service reps. As a decades-old retail manager, I appreciated the professionalism of all the reps but hated the lack of empathy from the company when a customer is in need, and the company obviously dropped the ball.

I contacted carvana within two, 2 or 3 days of receiving a car well within my 7-Day return time.. They stated that they would pay to have it repaired. Gave me a shop to take it to. I took it there and was told I needed to take it to the dealer. Upon taking it to the dealer carvana's warranty service denied. The repair that I was already told was being paid for. For the past 2 days, I've been going back and Forth with carvana as they keep insisting that everything is taken care of and I can proceed with the repair, yet every time I call the dealership they have no information stating that carvana has approved the repairs.

After reviewing the emails I have received from carvana, I found that none of the emails confirming payment were actually copied to the dealership, they were only sent to me. I feel like I'd be getting to run around for the past week and a half on something that was delivered faulty. If you choose to use carvana I would go over every square inch of your vehicle before you even accept delivery!

Carvana was contacted by Kelly BMW Carvana. Stated that they would have to send out an investigator to make sure this was the problem. Kelly BMW gave me a courtesy vehicle to drive while they were fixing my vehicle. The inspector waited until the seven days expired and then he stated yeah the struts are bad but the seven days have expired and they could not help me, the struts are $ 1400.00. Each all four of the struts were bad which they knew when the sold me the vehicle and for four struts would have totaled to be $5600.00. Tried to go to arbitration. No one would give the information to contact arbitration, so I finally told them to come and get the vehicle.