Carvana Reviews

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.

Unfortunately the first car we got had a subtle issue that you wouldn’t have noticed unless you took it on a hill or a faster road. I noticed it about 3 hours after I had the car. I reached out to Carvana and within seconds (literally) I had a list of in network mechanics to take it in to. The next day, because it was after hours, I made an appointment with a mechanic from the list. It had early transmission failure. The mechanic helped me get a claim started to fix it. The process was easy. In the end we decided not to keep that car and swap it for another car.

I called Carvana from the car on the drive home and told them was the mechanic said and the lady I spoke with helped me narrow down cars I might like. When I got home I got on the computer and she had a list of cars that fit within our parameters saved to my favorites. Of course we could shop any on the site but we did end up choosing one of the ones she put on the list. The process to swap the car was literally as easy as saying we will take that one. They brought us the new car and picked up the first car. Everyone we spoke with was kind, friendly, and amazing.

When it comes to customer service they really have exceptionally great customer service. As we approached the end of our 7 day money back guarantee we got a email about or registration. Prior to buying a car with Carvana I had called the DMV and Carvana to find out about the costs of tax tag and title and was told Carvana handled it. In most cases this is true. Unfortunately whoever I spoke with didn’t realize in Oklahoma they can’t pay it for us. They do start the process and our metal tag came and they are sending a file that we will just take to the DMV so the final registration process will be super easy. However the surprise of now needing to pay the $800 in tax tag and title costs wasn’t a very nice surprise. It was a communication error. In most states they do work those costs into the final price of the purchase but not in our state.

After speaking with Carvana they have said in the future they will train the representatives to double check that information based on the buyers state before saying they cover it so there aren’t any surprises for future customers. Overall I would recommend Carvana. Despite the communication error this has been hands down the best car buying experience I have ever had. After buying from Carvana I do not think I will ever buy a car from anywhere else.

To make a very long story short, the tow company initially reached out at 10:15 p.m. to say they arrive within the hour to retrieve the inoperable vehicle. However, they did not arrive at my home to retrieve the inoperable vehicle until 2:40 a.m. Yep, 2:40 IN THE MORNING. Lights flashing, backup alarm sounding, chains rattling then the vehicle being drug out of a garage. I. Was. Livid. The following morning, I placed a call to Carvana to relay my experience. They were most apologetic and assured me that was not the norm.

When the replacement vehicle arrived a short time later, the driver asked me to again tell my experience with the tow company, which I did. He was appalled, most apologetic, and assured me that was not how Carvana conducted business. Other than the fact that I had to return a brand new 2026 Jeep due to 21 failure codes then was jolted from bed at 2:40 a.m. by a tow truck in my driveway, my experience with Carvana themselves was great. The Jeep failure and unacceptable time of the tow company's arrival were no fault of Carvana. I have recommended them to several people and will use them again in the future.

I call carvana when I got home, spoke to a really nice lady and I told what had happened and what are they going going to do to resolve this since I did everything I was suppose to do and they didn't held up their part. I told them I can't take another day off from work and lose a day pay and carvana going have to deliver it and waive the delivery charge since it was their skew up after. About an hour of her going back and forth on the phone the only way to get my vehicle was to pay the 700 delivery fee for their mistake and it took 5 days later. I would have never gone through carvana if I knew they were going to skew me like this.

Mercedes couldn’t get the code to clear so they would need to remove the front bumper and see what is wrong. They also found an issue with a ”boot” in front leaking but said they would cover that with manufacturer warranty. They recommended all 4 tires needed to be changed, the front 2 due to above and the back 2 because they were barely legal. Thankfully Carvana’s warranty said they would allow Mercedes to do the collision light issue. We already had approval from Carvana’s warranty to replace the front 2 but that was scheduled for the next day at Pep Boys because that is who the warranty company uses. Pep Boys said they would submit to replace all 4. The warranty company would not cover the rear tires because it is considered normal wear and tear. Well not on a car I just purchased it isn’t!!!!

So one week from getting the car, we paid to replace the 2 rear tires out of pocket, it has spent a half a day at the tire shop having the tires replaced, sent another half a day at the Mercedes dealership finding out about the leak and now we are taking it in next week to have the repair done and to diagnose why the collision light is on. The interior was dirty, spilled sticky stuff on the console, windows filthy, etc. Why don’t you detail the car before you send it out for delivery? But my wife loves the car so we are working through the issues and by the time we are done I hope we don’t have any more issues. Spending the time and extra $600 has made me very reluctant to ever buy from Carvana or recommend them to anyone else.

I have photographs documenting the condition of the vehicle at delivery. I am requesting that these issues be formally documented on my account and that Carvana provide an appropriate resolution, including consideration of having the seat professionally repaired or providing an appropriate credit/adjustment. I would also like this complaint escalated to a supervisor or appropriate customer-resolution department. I am still within the 7-day return period, so I need this matter addressed promptly before I make a final decision about keeping the vehicle. I hope Carvana will take responsibility for the discrepancy between the condition represented in the listing and the condition in which the vehicle was actually delivered. I really believed Carvana was better company then this.

Steven **

When the shop submitted the claim it was denied.. I contacted Carvana to see if they can escalate this because who wants to buy 2 new tires and they JUST PURCHASED a car. This is the second time I purchased a car through Carvana, but if this does not get resolved to some satisfaction I will NEVER use carvana's services again and I will tell my friends not to as well. This entire experience has been absolutely ridiculous and very frustrating!

I purchased a 2022 Jeep Compass Trailhawk. Before delivery, the vehicle was delayed, and a Carvana representative told me they were simply “behind on inspections.” That immediately raised a red flag for me. Why was a vehicle listed online, available for purchase, and my money taken if it hadn't even completed inspection? I later found out the Jeep had actually FAILED inspection.

And Carvana did not readily give me that information. I had to repeatedly ask and basically BEG to find out why it failed. Eventually, I was told the reason involved a “history management code.” I also repeatedly asked for documentation about what had been found, what work had been performed, and updated inspection information. Getting clear answers was incredibly difficult. Unfortunately, my concerns about the vehicle ended up being justified. After taking delivery, the Jeep SHUT OFF WHILE I WAS DRIVING IT — WITH MY NEWBORN BABY IN THE CAR.

That was it for me. Having a vehicle unexpectedly shut off while driving is scary enough. Having it happen with my newborn daughter in the car after I had already questioned Carvana about the vehicle's failed inspection made the situation completely unacceptable. I had trusted that I was purchasing a properly inspected, safe vehicle.

There was absolutely no chance I was going to continue driving that Jeep with my baby in it, so I returned it within Carvana’s return period. You would think that would be the end of the story. It wasn't. After initiating the return, the Jeep sat in my driveway for TWO WEEKS waiting for Carvana to retrieve it. During those two weeks, I emailed Carvana multiple times asking when they were going to come get their vehicle. My emails were ignored. I received no meaningful response while a vehicle I had already returned was still sitting on my property. They FINALLY picked up the Jeep after two weeks, and I cannot explain how relieved I am to finally be completely done with this experience.

I do want to be fair: I got my money back. I received a very good deal on my trade. And there were individual Carvana employees who were extremely nice and genuinely tried to help me. I don't want their efforts to go unrecognized because the overall process was terrible. That is why I'm giving Carvana 2 stars instead of 1.

But a good trade-in offer and a refund don't outweigh what happened. I was given misleading information about an inspection delay, later discovered the vehicle had actually FAILED inspection, had to fight to even learn why, struggled to get documentation about the vehicle, and then the Jeep SHUT OFF WHILE I WAS DRIVING WITH MY NEWBORN BABY INSIDE. After returning it, it sat in my driveway for another two weeks while multiple emails went unanswered.

Buying a vehicle should not require this much detective work just to figure out what you're actually buying. I'm thankful I got my money back and that my baby and I were okay. But after everything that happened, I personally would never purchase another vehicle through Carvana. Two stars — and the second one is entirely for the good trade-in offer, getting my money back, and the genuinely kind employees who tried to help me through an experience that never should have happened in the first place.

The fact that the car was not safe to drive in the shape I received it, and Carvana was not willing to waive or even reduce the out of network deductible given these facts is disappointing. I should have trusted my instincts and returned it before I had the first viable chance to get it looked at. As visible as the serpentine belt is, it’s difficult to believe Carvana even looked at the vehicle let alone inspected it as claimed.

The trade in value they gave me was quite low but consistent with what dealerships offer. I don't think I'd sell a vehicle to Carvana. The vehicle I purchased was in as good or better condition than described and I have zero complaints on that. I'm skeptical on the title/registration service. It's not that I feel I got charged more using Carvana, it's just it didn't buy me anything. I still have to go to my local DMV and wait in lines to complete it. I would have gotten everything done in the same day had I done it myself. So, I don't see much benefit. Everything functions as it should, it came with a full tank of gas and all routine services were recently done, so I have months of worry free use. So, I would use Carvana again in the future. The experience was positive for me.

At one point, they claimed that some of the documents I provided may have been false because they could not verify the amount of my direct deposits. What they failed to understand—or failed to properly investigate—is that my direct deposits were being distributed into two separate bank accounts. They verified only one account and apparently assumed the deposits they saw represented the entire amount. They never asked me about the second account before making their accusations.

I also had a vehicle placed on hold and paid an additional $100 hold fee for what was advertised as a Z71 Chevrolet Silverado. Afterward, I discovered that the vehicle I was paying the additional $100 to hold was not actually equipped with the Z71 motor/configuration represented in the listing. I cancelled that vehicle, and I still have not received that $100 back.

My original down payment was $3,190. I cancelled the first vehicle and selected another vehicle with a lower down payment. I was told I would receive a $1,000 refund within 5–10 business days. Those 10 business days have now passed, and I STILL have not received the $1,000 I am owed. Then things got even worse. I selected another vehicle and proceeded through the entire underwriting process. I obtained insurance for the vehicle beginning 08/26/26 because Carvana required active insurance as part of the purchasing process. I provided everything they requested, including additional pay stubs and Plaid verification of my bank deposits. The Plaid verification confirmed that my deposits matched.

I signed the contracts. I provided the required documentation. I paid $2,000 toward the vehicle. Delivery was scheduled for 09/08/26. Then, at 11:59 PM on 09/07/26—LESS THAN 24 HOURS BEFORE MY SCHEDULED DELIVERY—Carvana emailed me and cancelled my order, claiming that the documents I provided “may be false.” Let me be VERY clear: THE DOCUMENTS WERE NOT FALSE.

My income was legitimate. My deposits were legitimate. My accounts were legitimate. I had already gone through their verification process and provided everything they requested. The issue was that my money was being deposited into multiple accounts, something they apparently failed to properly account for during underwriting.

Meanwhile, I had already sold my previous vehicle, which was completely paid off, because I relied on Carvana's approval and the scheduled delivery of my replacement vehicle. I have also been paying insurance on a vehicle that I never even received because Carvana required me to have insurance in place to continue with the purchase.

Now, after putting me through all of this, Carvana has apparently blocked my ability to speak with customer service and blocked my calls through their phone system. I have been prevented from getting a reasonable explanation or resolution through normal customer service channels. The only option I have been given is essentially to communicate through a dispute email. At this point, I have contacted an attorney and am pursuing my legal options. Carvana currently owes me money that has STILL not been returned, including:

Potential losses and expenses resulting from being left without a vehicle to get to work after I sold my previous paid-off vehicle based on Carvana's representations and approval

I jumped through every hoop and every piece of red tape they put in front of me. I provided the documentation. I completed the verification. I signed the contracts. I obtained insurance. I paid the money. I made arrangements based on their approval and scheduled delivery. And then, the night before delivery, they cancelled the entire transaction and left me without a vehicle. This is not how a company should treat a customer who has done everything they were asked to do.

I intend to pursue complaints regarding what I believe are false, misleading, and unfair business practices, as well as seeking recovery for the financial losses I have incurred as a result of this situation. And yes, I will be sharing my experience and documenting this entire process through every appropriate review and consumer complaint platform available to me.

Carvana had multiple opportunities to properly review my documentation and resolve these issues. Instead, they accused me of providing potentially false documents, cancelled my vehicle at the last possible moment, kept money that I am still waiting to receive back, and then restricted my ability to even speak with customer service. I am beyond angry, frustrated, and disappointed. This entire experience has been unacceptable, and I will not simply walk away from it.