Carvana Reviews

However where Carvana failed me is they left the car in our condo complex after paying me. They said a tow company will come in next 24-48 hrs to tow the car (which they never advised during the selling process). Due to this, I had to change my personal schedules and commitments so I can be home whenever the tow service becomes available. Communications post sell and before actual pick up with Carvana is poor. This part is where Carvana failed and did not make me a happy customer despite their aim to make all customers happy per their slogan.

The woman walked through and I said can you tell me what the process is going to be. She said have a seat and wait. So I said, you mean sit down and shut up, and she said yes. Now there I am, like many others I'm sure, I have already invested time and money in this transaction and I can feel sleaze, but just walking away has costs. To me she is the face of Caravana and I would never recommend them even though the man who did handle the paperwork was professional and friendly.

The rep that texted me back then stated “we have run into a transportation delay.” What kind of ** is this? Do you guys know what you’re doing? Like another reviewer said VERY well, Carvana employees aren't empowered to do much other than to say "Sorry you're having this experience." DO SOMETHING ABOUT IT— enough with the useless lip service. Responding for each negative review with a generic “We are sorry for ___________ & we hope you enjoy your ride.”

Lastly, I now have at least 10 days of interest in paying on my auto loan WHEN I DON'T EVEN HAVE MY CAR YET! I’m not sure how they get away with such unlawful practices. They don’t even compensate for a single thing, lots of legal issues I’ve read of. So long story short, if you want to be messed with and treated like a joke and constantly delayed (based on most reviewers) 4 weeks, Carvana is the place for you.

I’m a single parent with no family able to help me financially, so I had to figure it out and thankfully could. Yesterday I found out the inside of all 4 wheels tread is entirely worn bald, which you can’t see from an initial outside examination of the vehicle. One tire blew which the warranty will replace because it covers road hazards/damage but they will not replace the other 3 which will be roughly 900 dollars to replace due to labor and the odd tire size for Velosters(I cannot change the tire size without voiding my warranty). I’ve driven the car the average amount of miles for the time period, it most definitely should have been normal wear and tear and lifespan for tires. That has been the case with the three vehicles I’ve purchased and driven before this one.

I tried calling Carvana to make a complaint about this but was told 3 times it was policy and so beyond a regular note I couldn’t do anything more, I wouldn’t get help with replacements and no one would be calling me back to escalate the complaint. I asked to speak to a supervisor and was refused and spoken to in extreme irritation over the issue of compensation which he kept repeating, instead of acknowledging this was the second major issue in a year for a car that had supposedly passed an inspection that said this things were in good order. He kept repeating the policy, even though my situation was that the inspection regarding that exact policy clearly had at least one provable and one strongly implied error. I could not get him to acknowledge this, he kept repeating they would not pay, which I already acknowledged I’d heard him say twice and needed to speak to someone else.

After this last bit, he finally let me speak to what they stated as leadership. She listened and wrote a detailed report to send to the local office and inspection center which was what I needed from the call, but ultimately I’m still out 900 dollars and wondering what I spent that 3,000 for if every time something happens I’m going to have to shell out money I don’t have to wait a month (best case scenario) to get back. And I have very little faith in their customer service to care or do anything about any other issues that should arise when they take so little accountability for issues I should never have been dealing with this soon now. The fact I had to push so hard to speak to someone who didn’t just repeat policy instead of hearing my actual and unique concern has made it so I will not buy from Carvana again and I will caution anyone I know against considering it. I purchased from Toyota in the past and regret not doing so this time.

The delivery driver arrived about 2 hours after our selected time which was fine. Be aware that they have a 3-hour window. We were used to dealers giving you a full tank but this arrived at a quarter tank. The car was as described and we had chosen a 21' model so it still has a factory warranty. Carvana also has a 100-day warranty. There were a few things not listed on the inspection, the windshield has a crack and there's a small dent in the door. Overall, we were happy with the ease and selection and will do this again.

When I contacted them (via chat) you can never get ahold of anyone in support, only sales, they had me submit pictures and then they referred me to another company they bought SilverRock, for repairs.. The wheel was denied, the least expensive they said ok... oh yeah, and there is 100 deductible.. Are you starting to see the picture here. Learn from mine and everyone else's mistakes, they will ship you junk, they know they are. They collect all shipping up front, that way if you turn the junk away, they still walked away with a grand.

We were hopeful but let down at every turn. This is a bad company with a bad product. If in the market for a car, you are better off going to local lots and staying away from these jokers.. As un-American as it gets.... A disclaimer, I have hired a lawyer and we will be filing suit. They agreed to take the car back within 7 days but will not refund the shipping... They lied, I want my money back. I will be glad to provide evidence to anyone who is thinking of using them.

Also, I was sent many emails requesting additional information time and time again. At one point the issue was my insurance wasn't readable -- when it was in fact an uploaded PDF. So I called, and while I was on the phone I confirmed with the person that Carvana did in fact now have everything they needed to go through with the purchase (every time they send an email about this or that being missing or incorrect, there is an ominous warning about the sale being cancelled if you don't response quickly). Alas, even though I had uploaded everything required, and even though the agent said everything was in order -- the very next day I got an email that my insurance needed to be uploaded.

As if all this wasn't hassle enough, late in the day before we had to drive all the way to Philadelphia to pick the vehicle up, we got an email that the appointment needed to be rescheduled until next week due to a logistics issue. This after we had arranged a vacation day from work that we then had to burn. The drive to Philadelphia was a nightmare as we anticipated, the Carvana isn't in a safe area of Philadelphia, and the canyons that pass for potholes were all around the facility.

This was a horrible experience and then the vehicle failed inspection as it needed new tires and all told we spent $1,800 getting the vehicle road ready. I know there is a 7 day return policy but really? Drive to a from Philadelphia, find out it failed inspection, and then drive it back to Philadelphia to return it? Will never use Carvana again and will not recommend it to anyone who asks how it went. The only positive is that we do love the SUV and other than the $1,800 to get it road ready, we are happy with the vehicle.

During this time I called and tried to find out what the next step was, and that was to order another car, again I was rescheduled for the 4th time without a call but from me to them asking what is going on. Well when I get my other car, I was still paying for insurance on the car that the motor was blown up because they wanted to check it out to see if it could be fixed, no call!! Now with the new one the rotors are bad and I got to find a service center which is no listed and my running I am so upset with Carvana and the way that I was handled. This is reason for this long bad review. I got more problems but I don't have enough time nor energy to write this long book, almost for got that I paid for the 1st delivery, and then had to paid for the second I would have cancelled the sell but they stated that I couldn't get a refund, on the first nor the second car.

With several calls to Carvana (always waiting 40-50 minutes each time), we tried to find out exactly where the car was in Carvana's system, hoping to drive to pick it up and save some of the high transportation expense. No go. Among four Carvana representatives, we got four different responses as to where the car was and no one would permit us to cut the transportation expense in any way by going to pick up the car. We were told that the car could not be delivered to us at our winter month Florida location because of registration and titling of the car in another state. So we had to make arrangements to drive from Florida to Michigan (1,400 miles) to take delivery there.

We went ahead and arranged travel to go from Florida to Michigan to get delivery of the car in Michigan as instructed. Only to get sudden and unexpected notice from Carvana ... while we were driving from Florida to Michigan ... telling us that delivery was delayed on Carvana's end - with absolutely no reason given why. So ... We had to stop our trip, turn around and head back to Florida, pay the costs of our canceled travel (hotel, car rental, meals) and then reschedule delivery to another Carvana location, eating up yet more time and incurring yet further expense before we could get the car we had fully paid for (including exorbitant transportation). No one from Carvana ever offered reimbursement for any of our travel expenses when Carvana unilaterally and with no explanation canceled our Michigan delivery. No explanation was ever given by Carvana for the delay. We still had no idea where the car was.

When the car was finally delivered at a Carvana tower location, it was significantly damaged under the front bumper. Repairs will require at least four full days of work at a body shop in Florida (thus costing us another trip between Michigan and Florida at our further expense and inconvenience). This damage, of course, was present and easily observable on the car at the time of delivery despite "passing with flying colors" Carvana's 'meticulous' 150 Point Inspection (which we in fact relied on in buying the car to begin with). The inspection clearly covered the front bumper. Wonder how that damage could possibly have been missed in that 'meticulous' Carvana inspection?!

And, just to top it all off, I just now received a message from Carvana, two weeks after delivery of the car, telling me that the Carvana agent in charge of the titling and registration paperwork at the time of delivery screwed up by having both him and me sign the registration documents in the wrong places, necessitating a flurry of overnight mail gymnastics to get the correctly placed signatures on registration documents before the temporary registration expires.

Quite frankly, this entire mess is just ridiculous and disrespectful treatment by Carvana of an honest and trusting customer by any measure. There is really no other way to put it. So yes, we are definitely most dissatisfied with Carvana. Wouldn't you be too if you were treated this way? How could we possibly return as repeat customers - or recommend Carvana to friends and family who ask about our Carvana experience? It was miserable. What an incredible waste of time for us with all of these screwups. We truly wish we had bought the car we wanted elsewhere.

Carvana should be completely and thoroughly ashamed with this kind of treatment and, equally importantly, it should be embarrassed with no reaching out to us as customers to make this right with some sort of fair refund on the full price paid. We see no evidence that Carvana cares a wit about us and the poor experience they undeniably gave us here. For these reasons, we feel that Carvana has thoroughly let us down in each and every aspect of the quality experience we expected of them.

This company is nothing but a bunch of con artists. They are just a fancy by here pay here a lot. They use a company called Bridge Crest to do their financing. Bridge crest and carvana are the same company even though they will try to deny. Opinion is do Not do business with these people. They are right now being sued in multiple States because of their practices when it comes to getting cars registered in their customers' names and my opinion again this Company and bridge crest are both garbage.

I get in the car about to leave. Start it up and I realize that there are some warning lights on. I get back home two hours later, Get ready and go to work. Get out of the car and turn around and the passenger's tail light is on, strange because the lights are not on. I come out a little later and the back door was wide open, I know I locked the doors. So there is a short in the wiring system that they already know about and had to have known about prior to me getting the car. This goes on lights, doors opening on their own, lights won't come on, car won't start.

Finally three days into this. I start trying to contact Carvana and Sebastien. Only no human contact from them till day 7. I leave messages, text to no avail. They tell me to call the warranty company because the car won't start with a full battery. (All this time they know that the car has been worked on several times for electrical problems in the last few months. It's clearly on the CarFax.) So they sell me a car that they know is not working right.

The towing company tells me that they won't tow it because it's "Out of Warranty" Says Carvana...They ran the VIN and told me even the manager that the car does not have roadside assistance. This is day 5 mind you, they say I will have to pay for towing and pay the deductible from the other company to have it fixed. I don't even own the car yet it's day 5.

Then they tell me the next day that I have to take it to one of the in house dealers for repair...my options are Firestone and Pep Boys, This is for an internal electrical issue. The car had had new tail light sockets installed less than a month earlier and other electrical work. Then I get a referral from one to take it to the dealer. I call BMW because that is what it is they say it needs to go to Mini to be repaired. OK so Mini is either two hours back in Birmingham or two hours away in Nashville Tn. That's my only option for repair and I have to pay the deductible in order to get it repaired. That's after I get it there and it may or may not work or the doors may come open and kill me on the way.

All of this from day 1 to day 6. Keep in mind it's not even my car yet and I'm paying for towing, repair work, rental, and everything else. It gets better. Long story short do not trust a word that they say that is even if you can somehow get in contact with them. The email for corporate is a dummy email, the phone numbers will only transfer you to another machine. Just don't do it. Date of experience: April 05, 2023

The first week everything was fine, the car drove well and our return period came and went. On day 9, we noticed the temperature gauge was a little higher than normal, and decided we would take it to a shop to get inspected in the next few days. On day 10, we went for a short drive (about 15 min) to run some errands, and we noticed the heat gauge started to spike. Right after noticing that, a strange noise started, so we begin finding a place to pull over. Before we can, we see smoke pouring out the engine and pull over right there. I remembered the 100-day warranty and called them to find where I should send it. Of course, they require you to send it to a Carvana-approved facility in their network, which is fair enough.

I get a tow truck and send it over to the only one in the area. I get a call the next morning from the shop saying that they believe the head gaskets have blown and they are unable to do repairs like this. I call Carvana to explain the issue, and am then transferred to their partner SilverRock who handles warranty claims. They tell me I will have to send it to a different shop within their network, which is about 40 miles farther. They confirm that the shop works on engine repairs such as this. I had used my own insurance towing for the first one, so they offer to tow the vehicle this time, and it gets sent to the new shop.

Shortly, I get a call from the second shop telling me they are also unable to do the repairs and that they must be incorrectly listed in the system. I call SilverRock back and am told to once again send it to a different network shop. This time I call the shop ahead of time and tell them the issue, and they confirm themselves they can do the repair. I am asked to provide mileage for the car, and I inform them that I am no longer with the car and do not have the exact reading, nor have access to the record at that moment. They tell me verbatim "That's ok, I just have to input something so give it an estimate." I provide my best memory of the mileage, which it turns out is about 5,000 miles higher than the actual. The same support rep tells me they will be unable to cover the repairs as my mileage is now out of warranty.

I inform them that I clearly got the mileage wrong in my estimate as I am sure the vehicle has barely been driven. The rep then tries to say there is nothing they can do now that the mileage is put in and I will have to pay for repairs myself! I have to argue with them extensively to cancel this claim and input the actual mileage, and made very clear how ridiculous it is that they told me an estimate is fine when it clearly wasn't. I called the previous shop to get the mileage and finally get a new claim started. SilverRock once again provides towing. Later that day, the third shop calls me and asks why I sent the vehicle there as they do not do work like this.

Apparently, I was told incorrectly by a newer service technician. This of course is not the fault of SilverRock or Carvana directly, but it contributed to this frustrating experience and would have been avoided without their in-network policy and poorly labeled system and support. I finally get send to a fourth and final shop, the last in-network shop in the area, now located 60 miles from the previous shop and over 100 miles from the original location. I am told I will need to attempt this shop before being approved for an out of network shop closer to my home. I once again call the shop and make triple sure they are able to work on engine repairs such as this. They confirm and I get the car towed to this fourth and thankfully final shop.

The shop receives the car and confirms they can do the repair, and they begin the process with SilverRock. This process ends up taking just shy of 3 months. It took SilverRock over a week to send out an inspector to confirm the repairs needed. The shop offered to put in a new engine they already had, and SilverRock refused, opting instead to send their own engine. It takes nearly 2 weeks for the engine to arrive, and the shop reported that the engine was completely broken upon arrival. They once again offer their engine and SilverRock refuses.

This time, the engine takes more than 3 weeks to arrive. The engine still has issues upon arrival, but the shop deems it serviceable if additional parts are ordered. The shop owner told me later that he had to fight with SilverRock to get a approval for these parts to properly fix the engine they sent, which would have caused further issues if not addressed. I am very thankful for this shop owner, who was also extremely dissatisfied in his dealings with SilverRock. After finally receiving all the needed parts, the vehicle repairs are finished within the week.

I just recently picked up the vehicle and so far things seem to be running well. However, when I inquired about the warranty running out in only a few days from this point, I am told that the 100 days still counts down despite the vehicle undergoing repairs, and despite most of this delay being caused by SilverRock and by extension Carvana. Carvana refuses to budge on this policy, and is shifting the blame to SilverRock and acting as though it is entirely out of their hands. My 100-day warranty will end up with only about 15 days of actual vehicle use.

This is a Carvana policy, and SilverRock is their partner for warranties, yet they refuse to take any action. This was the attitude expressed by nearly every member of Carvana support, that they have no power in any of these situations and refuse to take any responsibility. Carvana claims to have performed a detailed inspection of the car for potential issues, yet every mechanic involved in this fiasco said the same thing: a cursory glance at the engine would have told any inspector that the gaskets would blow soon.

They hide behind policies and guarantees to avoid responsibility, but the entire system is designed to run out the clock and is an absolute scam. Customer support will do nothing for you. Their partners are awful and unhelpful. There were multiple errors in their systems which held back the car registration, and the user dashboard consistently showed incorrect information. There were very few points throughout this whole experience that actually went smoothly. You may get lucky and have a positive experience, as long as nothing is wrong with the car it will most likely be painless. Just be warned not to trust the quality of these cars or expect much help if something goes wrong.

While scrolling TikTok, I saw an ad for Carvana and clicked through just to see without expecting anything. 4 days later, we were at the car lot to sign the paperwork and receive a check for an amount over the loan payoff. We were there less than 15 minutes. The representatives were on top of things, friendly, and accommodating. 3 days later, the leaser notified us of the car loan being paid off. I honestly didn't have high hopes that we'd be able to get out of our loan and we fully expected to still owe something. I was completely skeptical throughout the process until this morning when I got the pay off notification. I would highly recommend Carvana to anyone in a similar situation! Also, the vehicle vending machine was awesome to see in person.

The next car I actually received, but was very unhappy with. First, the air did not blow cold, then I noticed a low temp warning light that would stay on for way too long (5-10 min). At that point I decided to take advantage of the 7 day return. CS did let me know I could get these issues fixed thru SilverRock for $100 at any of their in-network shops but by this time there was another issue where the under guard came off and was scrapping the ground. Under further examination I could see all that was holding this piece in place was zip ties! So I just put a new zip tie before returning the vehicle so it didn't continue scrapping the ground.

Now to my 2nd car, which I wanted to leave at the dealership after seeing the inside, but after waiting an hour and a half because they were very short staffed I decided to give it a ride home. Now none of the pictures or descriptions showed the terrible condition of this vehicle, the dashboard was ripped up by what looked like dog scratches everywhere that dug into the vinyl, not fixable, plus there where cigarette burns in most of the seats and the inside smelled terrible. Then I noticed the battery cables were completely corroded. By the time I got home (2hr drive) I decided to return it and keep looking.

Now I found the perfect car and call to replace the disaster I just picked up and was told "this is your last switch allowed, no more 7 day return. The next car you must keep." At this point I go ahead with the order because I'm not keeping the car I just picked up but I am starting to see a pattern with these cars not being even close to "certified pre-owned" as advertised. So I'm crossing my fingers to say the least. Scheduled an early Monday morning pick up since I had to travel to a funeral on Fri. That way I could give the car a good look over before my long trip. Drive the 2 hrs back to the dealership that Mon and the rep is looking at me funny as I walk in the door because he's not expecting anyone, I show him my scheduled appointment and he informs me my car isn't there!

Now I have to spend an hour and a half talking to a CS rep who was as helpful as she could be. Rescheduled for Fri morning, gave me extra miles so I didn't go over in the current car, and gave me another 7 day return on the next car which truthfully didn't matter now that I'm driving 300 miles right after the pick up on my trip out of town. When I picked up the car Friday I was pleased with the appearance and took it for a test drive and immediately noticed the AC wasn't cold again! Now because of the funeral 4 hrs away I'm in a rush so I just decide to take it because I'm not keeping the 2nd car with all the flaws.

On my trip I notice the brakes were no good as well so after I get where I'm going I look for a nearby SilverRock shop to take it in for these repairs as I would be miserable in the S. FL heat with no AC for the weekend. I will mention that when I stopped I checked the air cabin filter to ensure it wasn't dirty (which with a 150 point inspection sold as a certified pre-owned car should never be the case!) Well guess what? Filthy! Dumped out all the garbage in it and cleaned it out the best I could but still no cold AC so I dropped it at the shop Saturday morning.

Now I'm informed by the mechanic that it was low on Freon but they couldn't find a leak (impossible) and it had bad rotors which was all covered under the SilverRock 100 warranty for the $100 deposit. Once fixed I was semi happy because I really like the car but I know there is a leak and will need to return to a mechanic again now, hopefully before the 100 days is up. From beginning to end this took almost an entire month, a ton of miles, and headaches. I would never recommend this to anyone looking for a car.

Well later on that day after further inspection we discovered the driver and passenger front rims were scraped up and a chunk of tire missing out of the passenger side tire. Also the residue on the windshield that we assumed would just wash off didn’t. We legit tried everything and even took the car to a professional detailer to no avail.

We reached out to carvana about the issues and was informed to submit pictures for review. Which we did. Well we received an email saying that the windshield was approved and to find a service provider or a dealership. But none of the other damages which their employees caused were covered because supposedly they can’t be seen at 5 ft away, which isn’t true. So we talk to a few providers and are told we need to have the windshield replaced. So we got a quote from Safelite who were the cheapest and submitted for review. We received feedback from Carvana warranty that provider, SilverRock inc, that they were not going to cover a windshield replacement.

Finally the last straw was when we took the car on the interstate and we only got to like 65ish and the car started vibrating a lot. This is not normal for this kind of vehicle. We went to our mechanic the next day and we’re told that the car was terribly out of align and that all 4 tires need to be replaced. The tires alone would be over $1,400. Again Carvana/SilverRock refused to cover it. Luckily we are in our 7 day grace period so we’re just waiting for them to pick it up in a couple day. Hopefully we will get a refund on our down payment quickly.

But in my experience I would never do business with this business again. They claim they inspect and recondition all the vehicles, they provide quality and dependable vehicles, and claim that the vehicles look as good as new when they arrive. This has all been a lie and this is a horrible company. We should have listened to others reviews before going with them.

Then they emailed me a receipt and said, "Take this to DMV and you will get your plates." Now I have no money and carvana wants me to pay for registration out of my pockets. I shouldn't have to go through this. The carvana said they compensated me with money. They gave me money but the money was to pay my car note. Lol. Carvana are crooks and I was looking up carvana after I bought the car carvana about to file for bankruptcy so this how carvana gets money. They nickel and dime the poor people. If you read this DO NOT BUY FROM CARVANA. DO NOT BUY FROM CARVANA. I'm saving you the trouble.

I was hesitant and decided not to sell them my car, well a couple weeks later their system notified me that Carvana was willing to give me $23,500 for it now. Now I was a bit motivated so I did my research and couldn't find anyone with a negative review for selling their car to Carvana, and since they seemed to be such a large company I figured it was worth a shot. So I logged into their website, and started the process, it was pretty simple. Take a few pictures including license and title, deal was accepted by Carvana and I set my appointment. I pulled up expecting a huge hassle, the woman came out, looked at the car, started it and wrote down the mileage. We went inside and I signed about 3 documents and handed them the title. They handed me a check, the whole thing took less than 10 minutes and I was on my way with check in hand. When selling a car or looking to trade in, I would HIGHLY recommend checking out Carvana.

That was the greatest of all lies. SilverRock has a really bad network, and every place only wants to fix your issue (Or not fix it at all and get the money) and send you away. I've spent almost 10 months trying to fix the sunroof, with no support from SilverRock when the body shop and dealership were struggling and not properly doing a diagnostic in the car. The last conversations were about me taking the car to another dealership out of network and SilverRock would cover it, Carvana dealership was on the same call - Just to have a denial a month after and saying that anything else would be done.

Carvana dealership tried to intervene only to say that they can't do anything, and after some emails, I asked at least for a discount or at least a better evaluation on the car so I could trade in with them and get a car that is actually working - That email never had a response. It's been over a year, and I honestly gave up trying to fix my car, I've spent too much money in the process and I don't want to spend anything more. If they really had a 150-point car inspection they wouldn't sell a car that has a major part not working. My advice is: Never buy Carvana. To everyone I know that is shopping for a car that's my motto, wherever you go, don't go to Carvana.

It took 2 days for our direct deposit to go through, and 4 days total for the payment to the loan company to be processed, so overall quick and easy. Added bonus of not having to deal with local dealerships and their haggling, ultimately ending in them giving you rock bottom price for your vehicle and wasting your entire day. Would I sell another vehicle to Carvana? ABSOLUTELY!

They extended my deadline until mid-day Saturday, which was more insulting than anything as my loan officer does not work the weekends. Eventually my wife got someone on the phone that was confused about the pushback we were receiving and sent over the photocopy to my loan officer's email right away. It was now 4:30pm on a Friday and I'd had to bully Carvana into making their own deadline but it was done and the loan check was cut; I provided the front/back picture and tracking number required by Carvana and breathed a sigh of relief.

As a safety measure I reached out via their online chat tool to confirm everything was done and the delivery date was set. I was told Carvana had to call the bank to verify the check information and then we were done! With an hour or so to call the bank, I was assured this would be taken care of. It wasn't. Okay, well my bank is open Saturday for limited hours so it'll be done tomorrow, they said. At 5:30 AM Saturday morning I received a text that they were finishing up the details on my account but to remain by the phone in case anything came up.

By around 11 I hadn't heard from them and the bank closed at 2, so I reached out to them yet again to see what was being done. I was told by the agent I was connected with that in order to meet this deadline (now extended to Monday at 8am), Carvana would have to RECEIVE THE PHYSICAL CHECK in the mail. This was never once listed as a requirement before and I pushed the associate to confirm with a supervisor which they declined to do. I called back a couple times to get a different associate and eventually got someone that had worked in their underwriting department longer and assured me she I had been given false information and Carvana did not need the actual check to move forward.

It was now past 2pm and my bank was closed and she had to extend my deadline to 12pm Monday, giving them 3 hours to call the bank and verify the check then. I was assured and promised they would get it done and I had nothing to worry about. Monday at 10am I called them as I had not received a confirmation email about the completion of my order only to find that they had not called my bank at all (they knew it opened at 9am) but since I had called, they would of course take care of this for me while I was on the phone. I received a confirmation email shortly after.

By this time in the journey I have spent well over 20 hours on the phone with various associates and my wife has spent some time as well, bullying Carvana into selling us a car they seemed far less than eager to sell. But, we had our confirmation email and we were set to receive our car that Thursday. An hour later we were contacted about our date being pushed a week out to a date and time that we were unable to make. At this point when calling Carvana I told them that I was done haggling and arguing with them and they would either make the delivery date or compensate me monetarily for the extremely unprofessional process we'd been put through with this entire experience. They declined to help us in any way or provide any compensation whatsoever, stating that they were "sorry this had been a less than ideal experience" repeatedly when we asked them to make it right.

At this point my worry is that if we receive the car, it won't be in good condition, the right car, or we'll drive it for a day and something will happen, after which they will drag their feet through the week's money-back guarantee and we will be stuck with a 16,000 dollar loan and a car that we hate. There was just nothing left to do and I told them I was going to pull the plug. My bank canceled the loan check for me and walked back the deal. Funnily enough, my bank made the exception to do this (I had already signed the loan agreement) because of past history of dealing with Carvana themselves. I will never deal with this company ever again.

The next day same thing but this time I received an email with a 3 hour window. If I didn't complete task before 6 p.m. I would have to start the purchase process over. It was after 6 p.m. before I got off work and seen the emails. Again nearly 30 minutes on the phone to speak to a rep and she tells me that she can see the documents I sent the previous day but since they didn't have time to review them and it was after the 6 p.m. cut off I had to start the purchase over. So they had the documents for nearly 24 hours but because they didn't review them I had to be inconvenienced further and start the purchase again.

After that I declined to purchase the vehicle, I called and canceled the insurance policy that I had already purchased for the vehicle. If I live to be 100 I will spend every spare breath telling people what a poor excuse for a company Carvana actually is. I'm shocked they are still in business. I talked to no less than 5 different customer service reps and not one had a clue on what customer service means. STAY AWAY FROM THIS COMPANY!!!!

Anyway, that happened. I chalked it up to a mistake and decided to give them another chance. MY mistake. So recently got a 2013 Kia Soul; it was good for a while. 7 days passed and the car was working fine, until it wasn't. Two days after the 7 day period passed, the car started having issues, meaning it would not start. I put my key in the ignition, and turned it and some times it wouldn't start up. That was concerning, but I felt relief when after a try or two, it did start again. Things were going smooth until a couple of days ago, when it really wasn't starting. I don't know if it was luck or whatever, but the car eventually ended up starting. Yesterday however, the car did not start again, and this time no matter how much waiting and trying, the car did not start. I eventually called my insurance company and they jumped the car for me. You may be wondering why I didn't just go to a mechanic, but these two cars have put me in a financial bind, both the first one and the second one, which i paid a lot for the down payment so I don't really have mechanic money sitting around until my next paycheck.

All in all, this is ridiculous, two cars in a row have been a complete disaster. I trusted Carvana because of the accessibility and ease I thought it had. But I'm starting to see that might not be true. I do not want to have to give up this car because, thanks to Carvana, I've already backed out of a loan with my credit agency, it just looks bad if I have to do that again. My advice; do not shop with Carvana. I refuse to believe they didn't know this was an issue. Because how could they not. Hopefully, my car starts running normally again because it's a necessity, but this has honestly been the most stressful and regrettable experience. And Carvana does not offer that much help even if it's a problem on their part.

I was told to take the car and see if it had any other problems. My cousin is a mechanic. He put the vehicle in the air and immediately found multiple problems with the car that were marked to be okay in the 150 point inspection. The entire bottom was rusted out. I called to return the vehicle and was told I needed an appointment and the soonest appointment was the next morning at 8:45am. I took the appointment time. I do not know why you need an appointment to return a vehicle when all they do is have you sign a piece of paper and take the keys from you. I do not understand why that could not have been done the day before when I called as it was not close to their closing time.

I gave the lady the list of things that were wrong with the vehicle, she said they would do another 150 point inspection and the person doing the inspection would determine if they listed the vehicle again. This vehicle was a complete lemon and when you have a vehicle that is like this I think Carvana should refund the delivery charge as it was obvious that 150 point inspection had not been done. In the description of the vehicle on the site (which I had pictures of) it stated the car had 360 view which is the main reason I wanted this car. When it arrived that was another thing I told them it did not have. They argued with me about this because on their description it did not state 360 view.

I pulled it up on my phone and she searched it on her tablet and saw it for herself. She took photos of the description and put that and about the ac and heat not working in the notes section. I was told I had to take the car for at least a few days and contact customer service because they could not tell me what to do about the problems. When contacting customer service, they could not find anything about the listing being incorrect by stating it had 360 view or the ac and heat not working. I had to tell them that they had to go the notes section to find the information. Wow, the information was found when I told them where to find it.

I also told them about the other problems that had been found. They say simply return it. My delivery cost was $490. Basically I just threw that into the wind because I trusted the fact they had done a 150 point inspection and the vehicle was good. Do NOT trust Carvana. They don’t tell the customer the complete truth or tell you all the information on their advertisements which to me is the same as lying. And remember that they couldn’t deliver that car to me. Well they could pick it up from my address. So how do they explain that they can not do door delivery but they can do door pick up. That makes no sense. And when signing papers they rush you through and you have no time to read what you are signing.

The morning I returned the car. They quickly slapped a return sticker on it and moved it behind the gated area where you could not see. I peeked back there and there were several returned vehicles and more came in while I was there. Caravan is charging all these delivery fees on cars because that is guaranteed money for them. To me if you have a lemon like I had and it was obvious an inspection had not been done the delivery charge should be refunded also. Bottom line… DO NOT TRUST CARVANA.

We have owned the SUV for about 18 months and put about 12,000 miles on it. These are easy suburb miles with 3,000 of them from a highway trip to Yellowstone. Not exactly taxing on a big V8. The car has needed front left and right bearings ($2,000), all four shocks/struts ($5,000), oil pan ($900), driver's side running board motor ($900), rear brakes ($600), leaky tire (3 psi per day) from cracked/broken rim which led to all 4 rims needing replacing ($1,000).

We are not smart car people. I now know that the front shocks have been out since we bought it. The front end is very low. It scrapes on curbs. We thought it was a horrible design. As it turns out, both front shocks are completely out. So, once the front shocks are fixed, the front end will be 2-3 inches higher. This should have been easily caught by a competent car inspector. The inspection shows it passed. The other items are also pretty easy to find, so I am disappointed that Carvana didn't do what they said they did. When I called them (too late and out of warranty), they hid behind the legalese.

Moral (my opinion) - if you are buying a car from Carvana, do not trust them, they have their best interest in mind not yours. The commercials make it look like they are good and caring, they are not. They will sell you a vehicle without doing what they said they would. Inspect it yourself and make sure to use their warranty for every little thing that may be wrong. I will get a detailed listing of all items fixed on the Yukon XL and put in the comments.

I have now found many concerns like mine of bad cars being sold by Carvana on other review sites. Listen to us. Find out within 7 days or you are stuck. It isn't that Carvana is better or worse than other car dealers. They are just the same, not better. There a many cars that are sold because they are bad or need fixes. Carvana will not find them and fix them for you. Their commercials lead you to believe that they care more or are better.

They did not put temp tags on the car and they also delayed my pickup and put an additional 150 miles on my truck I purchased. Even though I paid 1190 to have it shipped. Truly criminal. I provided feedback to support. No response. No action. So very sad. I wanted to be a Carvana champion. Now I am at risk for identity theft and driving without temp tag and who know what the joy ride did to my truck. Scary people

There was some serious frustration on the delivery of the car even though I had picked one that was close enough there was no shipping cost - they delayed my pickup of the car by 5 days! Get through that hassle and frustration of my schedule and get to the day I get to pickup the car. I take my son with me to get to see the whole “vending machine” with the giant coin and everything- what we got was an almost hour long wait, no vending machine view just the car pulled up front with the back trunk carpeted area not connected or closed. I take the car for quick test drive and notice pretty quickly that the alignment is off.

I go back to the pickup/vending machine location to talk with the guy and he’s so busy he doesn’t come back to see me at all. I sit, I wait, no one is coming. I remember the guy said that if there way anything wrong to just fill it out on the app and they’d take care of it in the first 7 days. I need to get on the road for a trip I had postponed for the pickup of the car so I leave with the idea I can make certain the car is truly having an issue with its alignment and it’s not just the road I was on and that I would reach out to the customer service department. I confirm that yes, the car’s alignment is off and also that we really like the car and want to keep it.

I reach out to customer service after submitting the problem with the car on the app and wait. No call, no email, no contact whatsoever. I get on chat and am told that there is a $100 fee to fix the alignment even though I’m within my 7 days - or I can return the car and get a new one, but if I want to keep this car then I have to pay $100 deductible to have them fix the alignment. I call, thinking surely there was a misunderstanding- nope, told the exact same thing by the very rude representative who refused to get a manager and insisted that me paying to fix the alignment on the car I had not yet officially bought yet was completely reasonable. I told her that was completely unacceptable because an alignment is only about $60 to fix and should have been immediately noticeable to the tech who inspected the car and the representative who drove the car to the front of the store for me. No manager has contacted me.

I was informed that if I had bought the Carvana car care $3000 package they would repair the alignment at no cost but since I didn’t the $100 deductible would apply without exception. Also - the car came with no floor mats and a stain on the driver's seat they failed to point out online. All the pluses they get from being able to do the purchase from my couch is tainted by the cruddy customer service since signing my contracts.

The volt was delivered to my home and initially looked great and drove very well. When it came time to actually charge the car I noticed frayed wiring on the connector and broken plastic pieces coming off of it. It looked like it has been run over with a car. Needless to say I Could not charge the car because it looked to be unsafe to use the charger.

Additionally, there were dings and broken interior features that were not disclosed in the vehicle description. I contacted Carvana Care about these issues and they told me to take the car to Meineke for diagnosis then claim the repairs to Silver Rock. I did research on Silver Rock and they are notorious for denying such claims. After reading many negative reviews I told Carvana to pick up this car. This ended my relationship with Carvana. First they send me an imperfect car with a broken charger then they want to do the footwork getting the issues fixed. THAT IS NOT CUSTOMER SERVICE. They sell broken cars to desperate people and rip them off on repairs. DO NOT DO BUSINESS WITH CARVANA.

1) Extend the range of pickup/drop off. I was over an hour drive away, so I can to drop my vehicle off.

2) Change the notification system so I know my deal was “accepted”. I actually sat waiting to hear if we were able to move forward with the sale - when the whole time it was already authorized. Had I not logged in to check, I never would have known and the deal would have expired. All in all, I will use the service again to buy or sell.

Original Review: March 21, 2023

Pros: The car itself was as expected with the exception of a few minor issues. The car drives well, all of the amenities on the car were accurate according to the description. Not having to spend hours on a car lot being handled over price and lending options was a huge benefit to us because of our schedule. They are also waiving the deductible for any warranty work or exception work. I really appreciate this part of it.

Cons: The minor issues were added to an exception list because they could not repair them at that location, since it was just a drop off point. Within the seven day guarantee, there was no way to get the repairs done in time and the handoff between the sales reps and the warranty company was a problem. Because they did not repair the exceptions in the first seven days, we are now dealing with the warranty company. The warranty company is sending us to a dealership which may or may not accept their service. This is a problem since it is now on me to track down getting everything repaired.

The issues could have been resolved by a better pre-check before drop off. By the time we arrived, there was no way to make those repairs. So an exception list creates work and time for the car buyer when I have no idea how to handle this process. My goal was to NOT have to do a lot of extra work buying car, and now I am having to do that very thing.

The big day came, and the weather was fantastically beautiful. In anticipation of receiving the car at the established time, I cleared my calendar. My family and I were excited for the big day. Two hours before scheduled delivery, I received an email saying the delivery was rescheduled another 4 days out. No substantive explanation other than transportation delays. I am now paying interest and insurance premium for a total of 9 days before delivery. When I made the representative aware of my disappointment and unexpected costs, their response was, “You’ll feel better when the car is delivered”. Wrong answer.

Torrential rains was the weather on the new delivery day. Despite both me and my driver's license being present together before the Carvana driver, I had to stand in the pouring rain before them (who was seated in their truck) with my license to my face for a picture because the one I took inside my dry and warm house was too blurry. Soaked, I complied. The driver exited the cab, lowered the car off the flatbed, and exited the vehicle leaving the driver door ajar. They told me there was paperwork in the car I needed to sign. There was no offer of a test drive made. When I got to the car and sat inside, I was disturbed to see the front door panel drenched with water after being left ajar. I took the paperwork out of the car, closed the door, and took cover 75-feet away under my front porch. Literally soaking wet, I signed and unceremoniously took possession after being told of the 7-day warranty.

The rain cleared 3 days later. At which time I got a chance to see the vehicle in the light of day. There are several discrepancies between the actual and advertised vehicle. First, there was a questionable differential between advertised mileage and actual mileage at delivery. Further, the actual color of the car is significantly different from the photos. The photos show the vehicle in what seems to poor lighting that made the car look more charcoal than its actual metallic gray. There also were several more cosmetic blemishes that disclosed, all beyond normal wear and tear. I like the car, but it was different in person than its online persona. Worthwhile to note, there was less than 1/2 of gas in the vehicle at delivery.

Most frustrating is the following. Caravana's pre-delivery inspection reports on the vehicle indicated that in addition to a thorough brake inspection and '100+way' tire inspection, wheel lug nuts were changed. Upon personal inspection of the wheels, I discovered wheel locks installed on all four wheels. What I could not locate in the vehicle was the lug key needed to unlock and remove the wheels from the vehicle. Assuming that Carvana both had the wheels off the car for their touted inspections and installed new lug nuts, I figured the key would only be a phone call away. Wrong again. The only option was pay $100 deductible and file a claim against their warranty. No thank you. Epic fail if the goal was to “drive me happy”. Will not do business again, will not recommend to others. Thanks Carvana, it's been real. Do yourself a favor, fire Sebastian and hire more humans.

Two days later, I logged in to see where the sale stood. I was informed by an advocate that they were still waiting on the Trust upload. After explaining the history, my advocate dug around for 15 minutes and found it was uploaded 2 days earlier, but never attached to my account and oh by the way, they could only find 17 of the 25 pages. I uploaded the remaining pages...again Several hours later I was informed they now needed an ID uploaded for my deceased father, who was a co-trustee with mom. They wouldn't accept a death certificate. So after an entire week of back and forth, they recommended we switch the title out of the trust and into Mom's name. And that night my 7 day offer my offer had expired. Lots of frustration, glaring problems in their purchase process for something complicated like a trust title, and lots of interactions with apparently not very bright advocates.

For this review, I would recommend Carvana create an FAQ or something on their sight defining the process or recommendations for a car not having a simple title. Over the course of a week, it seemed like every day was feedback that now they needed this information, now they needed that information, etc. Basically, it felt like they were making it up as went went.

Review #2: I switched the title to my mom's car to her name (out of the trust). The process was much better and went relatively smoothly. I Uploaded the required information including both sides of the title doc, knowing they would ask for it later. But apparently their process can only accept one title page upload at a time as several hours later I received another request to upload the back of the title page doc (which I had already uploaded). So I uploaded it again. Magically, all the uploads were satisfactorily completed and we finally moved on to scheduling the payment/pickup. Scheduling was easy and the Carvana rep showed within the scheduled time frame with the needed paperwork and our check.

Bottom line: If you have anything but a simple title be prepared for a frustrating process. Once we had a simple title, the process went rather smoothly.

Three days later they pushed my delivery date back another week or so and I decided I didn't really trust a car that had an unknown amount of damage. I begrudgingly cancelled my order and tried to tell myself I didn't really need another car payment. But I wanted a PRETTY car! I wanted something new! So I started the process all over again. This time I found a car I liked even better. Everything ran exactly as it was meant to. My car is exactly as described and I absolutely love it. I'd highly recommend Carvana to any and all. Just hold your breath in the hour before it's to be delivered.

I had the car serviced the next day to fix the alignment. I was promised the service was free but was charged at PepBoys, a preferred location, anyway. Once the air freshener smell wore off, I realized the car smelled like cat pee. So I called and wanted to return the car as it was in the 7-day guarantee window. By the time I returned the car, the trunk also stopped opening, and I realized the console cupholder was broken.

I did find another Hyundai Santa Fe without an outrageous APR. In the time between buying the Honda and trading for the Santa Fe, Carvana had changed its shipping policy. I couldn't pay upfront to have the car shipped, they were now rolling the cost of shipping into the loan. I can't opt to pay upfront. I instead opted to pick up the car. They still charged me the quoted delivery fee and said it would cost "more" to be delivered to my home. The contract still states the delivery fee is to be paid upfront even though they're telling me on the phone that it's getting rolled into the loan.

Also, the contracts I signed disappeared from the site so I called to have them uploaded again. The GAP coverage disappeared from the contract. I called to have the GAP coverage added back to my contract and they told me it wasn't available for the car I purchased. The whole purchasing experience just felt shady. A man in the lobby at the Lexington SC Carvana location told me this was "the worst car buying experience" he'd ever had.

The next day they called me and said that I could not trade in my car, I could only sell it to them, but the terms would change. And they changed: down payment stayed the same as $4900 and negative trade-in balance became $2887. I didn’t like it, I called them to cancel my order and asked them could I have my money back and I was said yes, we will refund you. It was on Friday March 10th. My order was confirmed on March 10th at 2.02 pm, but the payment was withdrawn on March 9th and this payment was referred to the previous terms. So I cancelled my order the same day 4 hours after confirmation, after the manager of Carvana assured me that I get my money back. Today on Monday March 13th they told me that they are not going to refund me $1790. They ask me to wait 48 hour them to decide should they pay me back! It’s crazy. They changed the terms after I made a payment and don’t want to refund!

They have a 7 day guarantee that we utilized and did a transaction to swap the Subaru for a 2018 Audi A4 that was supposed to be delivered on 2/25/23. They would deliver the Audi and take the Subaru back. However, 2 hours before the scheduled delivery time of 0930, we received a message the Audi would be delayed until 3/11/23. This was unreasonable and forced us to cancel the transaction. As such we had to return the Subaru to Philadelphia ourselves. We then had to change the deal from an original trade to a sale of our Atlas.

We lost over $1700 in tax savings, in addition to time, travel expenses, and we had to rent a vehicle for $93 for a day because we were without any transportation. In the interim, Carvana notified us the value of the Atlas we traded them had increased in value to $36,667 from the original $35,865. We spent hours on the phone correcting this issue and finally got the payment for our original trade in but less than the increased trade value. We would like to be compensated for the $1700 in sales tax we have to pay on a similar priced vehicle for losing the tax advantage that we lost when Carvana could not deliver a satisfactory vehicle. We would like to be compensated the difference in the value of our Atlas of $802 and $93 rental.

The only reason I did not give 5 stars is because he wasn't able to explain all the paperwork that I signed. I asked him what information I needed to provide to the DMV letting them know that I sold the vehicle and his answer was that the power of attorney would take care of that. That was his answer to a couple of my questions actually. In the end, everything went great. I was handed a check on the spot and put it in the bank the next day with no issues. I would use them again if I was selling my vehicle and not looking to trade it in.

Anyway we finally pick it up at 7:30 March 3rd, I run an automotive repair facility, so I brought it up to my shop and found a brand new transfer case had been installed so obviously this was the "transportation issue", I would rather someone be upfront and honest than flat out lie! So I finish my inspection and find the front struts are blown, the motor mounts are collapsed and the front lower control arms are shot... So, I was still within my first week return policy so I contacted Carvana with my concerns and what we could do about it and was told that I could either return the vehicle or I would have to contact Silver Rock which is their extended warranty company that they own, so I contacted them with my concerns and was told that I would have to take it to their repair facility to have it looked at and would have to pay a deductible! Are you serious!?!

If I do that then I am past my return date! So I told them I would feel more comfortable doing the work myself and if they would just cover the parts and was told that's not how it works AND they don't cover wear items... So, the wife likes the vehicle so I will bite the bullet and just repair the damn thing myself! I am just warning potential customers of Carvana that I have the means, if you do not, then definitely look elsewhere! I am done! I will no longer give Carvana MY business ever again! Hooray Carvana! You WON!

The next day, I noticed the car would shake when I would break at speeds while travelling over 40 mph. That was weird. I had already made an appointment with my mechanic for an inspection. He found about $1,500 worth of repairs that needed to be done...rotors, brake pads, gaskets, belts, etc. He added that it was a nice car but would be nicer when I got it fixed.... Ha, ha! So I immediately drove down to the Carvana authorized repair shop (in this case, a Pep Boys) and showed them the estimate. They made an appointment for me for 2 days later....the LAST day I had to return the car if I changed my mind, which concerned me. But I took the car back and was told they would call me. Not long after that, I got a text from SilverRock telling me that all the repairs were covered and I would owe nothing. I picked up the car the following Tuesday. The brakes were fine.

I love the car... It's beautiful and it seems to run well. I have heard stories of dirty cars but I have a feeling Carvana mostly sells them as they buy them and people don't tend to clean their cars much when they sell them, believing the buyer will do that. It's obvious that the 150-point inspection is sketchy at best. Per my mechanic, some repairs were done by Carvana pre-delivery....others were not. And I was sure to research the car online and not trust the Carfax. I only got a half tank of gas, like other people, which is kinda cheap. There was no problem with my registration.... My tags came in a timely manner, which was helpful. It is clear that Carvana can be a good choice when considering purchasing a car. But any negative customer reviews only serve to show they need to improve. I hope they do.

One week later: waited all day, postponed Saturday activities, and lo and behold- no car delivered. Unable to reach any company representative except a robot representative on the weekend, I called Carvana on Monday and was once again told it was an "underwriting issue", that they were sorry and that they would work to assure delivery. By now I just decided to bail and request a refund rather than risk further mishaps and the anxiety of having 19,000 dollars floating around out there.

Representatives were apologetic, assured me that I would receive a full refund, INCLUDING delivery fee as delivery never occurred. The 19,000 dollars eventually appeared in my bank account again, but not the delivery fee. The Carvana representative explained that it would not be refunded, contrary to what the previous representative promised. Not only did I not receive a car: I spent two weeks hassling with Carvana, feeling anxious and frustrated during the process, and ended up losing 190 dollars. I wonder how they stay in business given their incompetence, lack of customer service and propensity to steal. Beware.

After a ride around this industrial area with heavy traffic we were satisfied with the condition and made our way to the highway to head home. There was heavy traffic in the city and it took a while to get to open spaces to get the car up to speed and then came the next surprise. The front end vibrated. Figuring it was just tire balance we continued home on the highway. After about an hour on the highway we took our exit and started to drive in our small town and then came the next surprise. On light acceleration the car felt like it was driving over rumble strips. It did it two or three times until we got home.

After some online research I found that it was a problem with the transmission. The car was past factory warranty but Carvana has the 100 day warranty so I started the claim. The insurance company sent me to AAMCO. AAMCO said it was a common problem with this transmission. The car had already had all the fixes done previously under warranty, and it was starting all over again. Next surprise. The AAMCO test drive revealed that the vehicle was also suffering from engine misfire, not getting to temperature and a tire that was likely defective. The insurance company approved repairs and replaced thermostat an plugs and wires. AAMCO wanted to pull the transmission but the insurance company just wanted to flush and change fluid so AAMCO declined as they would not be responsible for that. So after the first week of sitting in the AAMCO shop for repairs the insurance company said bring it to the Chevy Dealership for the transmission flush.

Made an appointment and a few days later it was dropped off. After a few days the dealer called and said it needed a new transmission and they were waiting on the insurance company and a day later the insurance approved the replacement. Next surprise it will take a week or two to get a transmission as they are in high demand and presently only 4 available in the US. So It is still at the dealership at this time. So far the first three weeks I’ve owned it it has been in repair shops and probably another week or so. My thoughts are did the Carvana inspector work from home on his computer?? Can’t say enough good about The insurance company as they did approve the major repairs however the car is still in the shop and we will see what happens.

FINALLY, after several heated phone calls and a month and a half later, I am assured the car is at the dealership. We scheduled the first appointment that morning; four customers have now been scheduled before us. None of these had waited on a car. The dealership is short staff, with one person working. Finally, it is our turn to be told that the "vending machine is down," and we would not get that experience. Two hours later, we drove off with a car that had not been detailed; half a tank of gas. I love the car but have yet to receive the compensation money that was promised. I am sure that I will not be using Carvana again.

BEWARE- Unless you return the car immediately you will be made responsible for all efforts to get car repaired, towed, talking to warranty company, calling the road side service. Carvana does nothing but cheer you on and empatize and apologize. After spending two days and six hours dealing with this, it finally broke me when I had to cancel yet one more meeting to deal with it. I finally gave up and told them I was returning the car and to come take the car from repair place (who btw could not fix for many reasons). Four days later the car is still undrivable and sitting at the repair shop waiting for Carvana to tow. Yes- They give you little resistance to returning but until car is fully returned and you have signed returned papers, the car is assumed to be your responsibility. I still have to maintain car insurance and pray nothing happens until it gets back to Carvana.

Carvana told me it could be anytime within a week that they would tow it the 60 miles back to the dealership. The good news is that they will take the car back. The bad news is that you will send endless hours in this process. I am sure this is not the typical car buying experience or Carvana would be out of business. But even for it to happen so quickly after purchase and for Carvana to put the entire responsibility on the buyer to take care of the faulty vehicle- which btw had an engine flooded with oil, a very loose wheel which could have come off causing a terrible accident, a flat tire without any ability to repair because the correct lug nut lock was not included.

Yes- These are all repairable issues but on the converse, they never should have let me take this vehicle without fully inspecting… which obviously they did not do. I hope this review helps others to be more careful in their buying process. And more, I hope that Carvana improves their car inspection process because this could have all been avoided.

Apparently, this falls within their standards of care. It's not terrible, but it is noticeable, and it wasn't mentioned at all on the listing. The other very minor issue is is that they didn't update our payment confirmation on our web portal until we called them a few times about it (after we had already been debited). And per their policy, the delivery wouldn't have begun until confirmation of payment. So, if you go this route, just stay on them. We'll see how the registration process goes, and I'll update this post as needed. But all in all, I'd definitely use Carvana over a traditional dealership.

I would give Carvana 10 stars if I could and they allowed me to finance it with no money down. I was so pleased. I suggest everyone experience Carvana. You’ll be so pleased with your purchase. Even though I just had pictures to look at the car was in excellent condition and was so clean. They pay attention to everything. The car runs great by the way. It’s a Honda Odyssey. My daughter is so happy with it. It’s safe and reliable.

It took several days for me to be able to get the car into the dealer for diagnosis and for that diagnosis to be complete. As a result, the seven day return window has closed. The dealership is currently working with Carvana’s third-party warranty company to get the repairs covered. As yet there is no resolution. The fact that any car with an issue this large is offered for sale is deplorable. What makes matters worse is that Carvana actively touted their 150 point inspection and labeled the car “Carvana certified“. Do not trust the certification.

I hit only a few minor snags: 1) finding my bank's lien release letter to prove full ownership (totally my problem). There wasn't a place on the website to submit that additional paperwork. I contacted them the day before the offer expired after seeing no update. They said they contacted me to ask for the missing doc, but I never got an email or txt about it. However, they then helped quickly and resolved the issue promptly. 2) On returning to the offer page, I had to submit proof paperwork a second time for some reason - hopefully just a website glitch or related to the additional doc I needed to provide.

Once we are less than hour away from our destination, he calls us back and says "Long story short, we got an email from the DMV and they put the incorrect time on it. We thought the website was going to be down Saturday 6am 'til 10:30 am. When in reality it was Saturday 6am until Sunday 10:30am. You should have been told last week so that you could reschedule, but we didn't know the correct time. As of right now, the soonest you can pick up your vehicle is Tuesday evening some time."

I said that wasn't acceptable and I wanted my vehicle on Monday. He flat out said "No, that's not happening. We have 63 appointments that day, and yours is NOT one of them." I said again that wasn't acceptable and asked to speak to his manager. He told me no, "No one is here. I can just cancel your order!! I'm not going in circles with you about this matter. If you want to file a complaint call customer service!!" So I asked him for his name...He refused and said he sent me a text with his info and then hung up on me. I never got a text from him. I did file a complaint, but it's difficult to do without a name. So the DMV sent an email to EVERY car dealership in Texas and put the incorrect time? OR someone at Carvana read the times incorrectly, which seems more than likely to have happened?

So now to my actual pick up on Tuesday at 4:30pm. I arrive at 4:30 on the dot, along with my husband. Then stand there at the desk for several minutes. No one was there to greet us, just other customers waiting. Finally a gentleman walked out, asked my name and checked me in. He said he was busy with other customers and he'd be with us when he was done. He continues helping other people and then another couple came through the door. He greeted them rather quickly and found out that their appointment wasn't until 5:15pm...By this time it's 4:50 and we're still sitting waiting. A different agent walks in and starts helping the other couple with the 5:15 appt, as we are still waiting...Finally sometime well after 5pm we start looking at our paperwork and signing what has to be signed.

We didn't get to use the vending machine. My car was driven around to the front of the building and it was dirty inside. I was told that it would have a full tank of gas...it didn't! For my troubles I got a giant Carvana coin. I LOVE my car, but I don't recommend anyone purchase from Carvana!!! (I did read reviews before purchasing with them...I should have gone elsewhere.)

& I only had this jeep for 2.5 months - if I could take it back I definitely would & say they need better business practice!!! I would never recommend buying from them to anyone!!

I was then asked to schedule an appointment to bring that car by or have someone come and pick it up (an additional charge of $75). I chose to bring it by the Carvana lot because it was not too far away, and I had never used the service. When I arrived, the whole process took about 15 minutes. Kyle had all of the DMV and transfer of title paperwork ready. He did a walk around the car to verify the condition, and then I proceeded to sign all the documents with Kyle walking me through each one. After signing the documents, he handed me the preprinted check in the agreed upon amount, and I was on my way. What an amazing and incredibly easy experience. I would not hesitate to use Carvana again. I would give it 6 stars if I could.

I found the exact same car with the exact same price local but missed out because of the jerking around I got from Carvana. I have bought cars from Carmax and many dealerships and never had any problems or conflict, Carvana employees acted like they could care less if you buy from them or not and when they connect me with a manager The attitude was the same.

“Damage such as small dents or dings is listed for each car on the website, and visible in 360 degrees. Any interior or exterior wear-and-tear has to fall within certain standards (for example, a scratch has to be under a certain size and not easily visible) for us to sell the vehicle. We don’t sell cars that have any damage outside of our standards.… If it arrives with any issues that were not addressed during the initial 150-point inspection, the customer has some options. They can reject the vehicle entirely at no charge, opt to have Carvana fix the issues before delivery, or accept the car as-is and then use Carvana’s after-sale repair option at no extra cost.”

Though the damage is clearly not normal wear and tear, Silver Rock refused to honor the claim stating “our hands are tied, these are the standards dictated by Carvana”. Silver Rock never inspected the vehicle. Upon contacting Carvana’s corporate complaints office, the responsibility was again shifted to Silver Rock as “the final say”. The only option I was given was to return the car and swap out for another however I’d be out of transportation in the interim.

It was also difficult to have any level of confidence in the quality of the new vehicle as the damages on the car delivered could not be found in the notations of imperfections and were never captured in Carvana’s system of notes at any point of the 150 point inspection they claim is done to help boost consumer confidence. Buyers should beware as this company is not honest about the quality of vehicles sold and are misleading in their statements about the ease of rectifying an issue. PLEASE NOTE SILVER ROCK DOES NOT COVER COSMETIC ITEMS, REGARDLESS OF WHAT CARVANA’S WEBSITE SAYS.

The car has 40 thousand miles on it and it still felt like I bought a brand new car. No problems at all. Clean seats, clean car paint, no stains, just amazing experience. For the bad reviews, I understand you might be hesitant about buying from them after seeing the reviews online and everyone saying the same thing about them that it became a trend to hate them and not for their actual work. It really is just people finding little things that Carvana will fix anyway and flipping it to be worse.

What I learned is to never doubt them because they will make sure you like the car 100% and they are willing to fix any problems or damages that come in your 7-day return policy and anything after that if you get Carvana's warranty. I will be updating my review after I have this car for a couple of months and leave my experience with the car. My registration was ready at pick up as well, no problem with that and I didn’t have to wait for them to ship it. Thank you, Carvana.

I had to take it to a specific/authorized garage that Silverrock gave me and if they could not do the repair I was allowed to take to dealership and the repair would be covered within reason. I do not want to bore everyone with the over and back details to the dealership, and weeks waiting for appointment.. and parts.. After the gasket was repaired the tube was leaking and ruined my driveway. I had to have the car towed.... Yes towed to the dealership. I was over my 7 day warranty of course to return it to Carvana - as it took 7 days for the 1st garage to give me an appointment to diagnose. ... Silverrock would not cover the casing on the floor that fell off due to oil damage from the broken gasket and tube.

Once this was repaired and I took my car away.... happy days.! .Of course not.... The indicator light came on, on the dashboard. Back to Hyundai. Again another few days out of work as I had no car.... During all this time I was calling Silverrock and Carvana, while Silverrock were helpful and professional .. Carvana were totally unprofessional and I rarely got to speak to a person. When I did I was told it was over the 7 day return and nothing could be done. I also tweeted and Carvana came back asking to DM them. This is in my opinion, so that no one else can see the complaint. I did DM Carvana but never got a reply. They did not care as long as I had the useless car and they got their money ...

According to the mechanics that l had look at my car, they said no professional mechanic should and would have sold this car in the condition they did. The gasket cap and tube broken and had glue on it. The mirror not working... The valet work was also terrible, as there was dog hair in the car. A month later ... we're in November now 2022 and the ignition light comes on again... Back to Hyundai to get a new one installed .... A few more days without my car.

Now it is February 2023 and believe it or not but I have the car in the garage again as the gasket is leaking and I needed oil change. This I had to pay for.... the mechanic told me I needed at least $1000.00 of repairs on the car. This is a family mechanic and is an honest guy. He said my car has all 2015 parts and should have been upgraded before Carvana sold it.

PLEASE, PLEASE do not buy from Carvana... They sold me my car that was not road worthy, dangerous. A dealership may be more expensive but at least you have a warranty to go back if something is wrong. .. Borrow extra and have a car that is sold in good condition and good faith... Legal action may be next to get my money back. A minus before 1 star is too high a rating!

There is very expensive body damage present on my car that needs to be taken care of. I feel like I’m getting ripped off, if I don’t hear from anybody soon I will have to seek legal consultation in order to recoup the money that will be spent on bodywork just to get my car to look like it did on their website when I was tricked into purchasing it. I say that I was tricked because I feel pretty foolish right now sitting here on day nine waiting to hear from Carvana's warranty company. I would not have purchased this vehicle if I had known about its damage. I would not have driven away with the vehicle if the Carvana Representative had not told me that Silver Rock would take care of everything. I’m just impatiently waiting for somebody at Carvana to show me that I’m a valued customer and to correct the wrong that was made by delivering me a damaged vehicle.

The delivery of my car was about an hour early. The lady that delivered was very personable. The car arrived in great condition, even better than what the photos portrayed. I was able to take it for a test drive before the delivery person left. Overall it took about 5 days from start to finish to trade and receive my car. I can't think of any cons or issues that I had during the entire process! I will definitely buy from them again.

Talked to Carvana. They said if we decide to take it they would fix everything. So we took it and went to repair shop. The turbo was falling off car and yea I mean the turbo. Complete brake job, rotors, pads, and caliber. New tires, front alignment, etc. Then they said they would call or email the info for the cosmetic issues. After 2 car payments and finally getting car inspected find out we got stuck paying for inspection and emissions. But that is what it is. Called them about this and ask, "What about the cosmetic repairs," sent us to the place who pays for it. They said they will not pay for it. Now I’m past the return date by a few days. Best advice for whoever is considering buy from them stay away. They **. Can’t spell out exactly or no one will get to read this. Don’t buy from this place. You will regret it.

I believe they committed False Advertising and Fraud, both are crimes here in Wisconsin. Still I was refused a refund of the false charges. Along with this I found 2 other cases where they misrepresented verbally clauses that were in the final contract. The second $190 charge for delivery is optional, but no one will inform you of this. I would have picked up my car had I was aware of this. The depot for Carvana is only 3.8 miles from my home. Do not deal with Carvana.

She was condescending when I spoke to her. The only thing that kept me from walking out was that I only had to tolerate her for a few minutes. I don't expect to be treated like royalty but I don't think her horrible attitude was warranted either. I doubt I will shop with Carvana again unless it is to have the vehicle delivered straight to me so I can avoid dealing with their staff.

Needless to say, we had 2 choices: reject the replacement and keep the original car with a windshield I'd be forced to replace or accept the replacement and begin by replacing a tire and fixing the paint and interior issues just to get something presentable. We kept the original and I replaced the front windshield for $800 without the heating option (Jaguar XE). So now we just need to get the paperwork to register the car and move on, but in the meantime I paid off the loan in full. Unfortunately, Carvana says they shredded the original paperwork that my wife signed. At this point it goes to the Purchase Rebuilds Team, so I suspect with a full team Carvana makes this error a lot. Finally, 35 days after the original delivery (and yes, the temp tag has expired) they send me an email to resign all of the documents, but instead of the car being in my wife's name as original they have changed it to my name.

In addition, they have included all of the original financing documents in the package for me to sign on a car that has been paid in full. Needless to say, I am exhausted and frustrated by this whole process. To make matters worse, the person supposedly managing my case (whom I have never actually spoken to) is on vacation and apparently there is no one else within Carvana that can actually help me. I would not go through all of the trouble of writing this review if I didn't honestly feel I'd have been better off going with one of the many other companies offering the same service. For me, this is the last time I will buy a car from Carvana. In fairness, the purchase I made in January of 2022 went fine, but obviously there have been some changes.

I had to call back for the 5th or 6th time that day and have another representative replace the order. Now I'm paying insurance on a car I can't drive yet and the first car payment will be due soon. They also told my wife that she had to be home with me to accept delivery of the vehicle so she ended up taking a day off work to be there and we later found out that information was false and she did not have to be home. Now the car is coming late due to their mistakes and my wife has to miss work for no reason. All I expected out of them was to correct their mistake and give us back our original delivery date but they won't do anything for us. Thought about canceling our order with them but we are unsure at this point due to having to start all over. Carvana is a joke. They say they will drive you happy but all they have done is drive me crazy…

In addition, there was only 1/2 a tank of gas, and while they guarantee that they detail the vehicle, they did not detail mine. There was dog hair inside, along with obvious dirt footprints on the back of the seats, gunk in the cup holders, and just obvious signs of not being cleaned beyond what the previous owner had done prior to turning it in.

So they did NOT disclose obvious damage and did NOT detail my vehicle. It is not easy to work through the request to repair because they can just say no and tell you to turn the vehicle back in, however, you are then responsible for the shipping charges. I will not work with Carvana again, and recommend no one else does. This experience was worse than having to deal with dealership antics…which I despise.

I contacted Carvana, and the manager I spoke with said that they did not touch the wheels, because tread wear was even, so there was no tire rotation needed. After reviewing the inspection sheet, there were multiple inspections done the required the wheels to be removed (Brake pad inspection, wheel torque inspection). I called Carvana back, and informed them that they did in fact remove the wheels, if they actually did do the listed inspections, and over tightened the lug bolts when reinstalling the wheels. The Carvana rep that I spoke to informed me that since the warranty expired in 11/22, I would have to pay the expense out of pocket. I feel that even though the warranty had expired when this issue was discovered, that they should reimburse me for at least a portion of the $960 quoted. This particular issue would only come to light if a tire needed replaced, which did not happen until recently. I will not purchase anything else from Carvana, and I advise anyone reading this to avoid them at all cost.

I also was told that I didn't need to have anything in advance before purchasing the car, which was shown on Carvana's website and verified by an agent, but as soon as I purchased the car on a Friday I was told I had 24 hours to upload a signed cashier's check, insurance card, insurance policy, driver's license (which was already uploaded), PLUS have a three-way call with Carvana and my bank to verify the funds for the down payment were in my account.

I had to beg Carvana multiple times to extend the deadline to get the I purchased the car on 01/27/23 and I'm still having trouble with all the final details and have to wait on the real license plate and registration as of 02/26/23. I have been frustrated to the point of tears multiple times, including now as I'm still on the phone with my bank and Carvana as I write this. I absolutely hate Carvana, their miscommunication, how long they take on hold to reach out to multiple departments because no one department or person can answer simple questions (such as if Carvana works with my bank), and how complicated everything is.

While checking over the vehicle, I noticed several problems, heated seats don’t work, navigation system doesn’t work, dashboard lights not working, steering wheel shakes really bad above 55 mph, tires have noticeable tread wear and are making loud noises. I contacted Silver Rock and they said to take it to Jeep dealership for repairs. The fastest dealership appointment I could get is 2-8-2023. While still waiting for my appointment, the Jeep was parked in my drive on 1-18-2023 and during a two day rain storm, I found the carpeting and front door panels soaking wet on both the drivers side and passenger front doors. While checking out the water situation, I found the rear jack compartment with at least 2” of water in it (Hard top). So I contacted Silver Rock and complained about these additional concerns. They stated to continue waiting on the Jeep dealership appointment and add these items to the list of repairs.

So I’m still driving the jeep to see if any other problems may arise. Well on 1-23-2023, I’m driving the jeep and I noticed that the water on the driver side still appears to be leaking from an inside source and the carpet smells like vomit. It’s so bad my wife refuses to ride in it until it’s fixed. So I’ve tried drying out the carpet and letting it air out. To no avail, the problem still exist. Once again, I notified Silver Rock and added to my list of problems “still waiting for my dealership appointment. So on 2-3-2023, I contacted Carvana and expressed my dissatisfaction and disappointment with my purchase $25,680, however, they Carvana stated too bad, there's nothing they could, for me to continue to go through Silver Rock for repairs.

So this afternoon 2-4-2023 I’m driving the jeep and the rear window defrost light started to flash and the heat stopped working. It’s around 29 degrees and I’m trying to figure out what to do. I’ve had this Jeep for less than 30 days and nothing but trouble. Now to add icing to the cake, I’m driving home, no heat, no nothing as far as climate control and about five miles to go before I get home, the Jeep ABS, traction control, and brake lights came on. So needless to say that now per Jeep it needs to be towed to the dealership because it’s not safe to drive. Please keep in mind, I’m recovering from Covid symptoms and until today I really didn’t think given my past history with Carvana I had anything to really worry about.

Well now, I’m having trouble with electrical components and the brakes. As a retired police officer in Virginia, I’m at wit's end after looking at the braking system. How did this Jeep pass Virginia state inspection? Jeopardizing the safety of this vehicle is proof positive that this Jeep wasn’t inspected properly before it was delivered to me. I will be following up on the state inspection station through the Virginia State Police. All I want is a SAFE reliable Jeep that I can depend on. Very disappointed customer!

I quickly found the ad in my email and reopened the purchase. I replied to the letter and informed them I was interested and would buy it minus the shipping. They then replied that they had vehicles in my area. Unfortunately they were not what I was looking for. They were unyielding about the shipping. I then just decided that I no longer wanted to do business with them. I was excited to not have to deal with a sales person. Their operators were professional and did a great job. I just felt duped by the ad they sent.

I contact Carvana immediately about this issue. They reported that it wasn't covered by the limited warranty and needed reported prior to signing paperwork, despite the contrary report from the delivery person. I explained the situation and what I was told, showed proof of the crack and the odometer showing less than 5 mile change from delivery, but was told to contact my insurance to fix. Despite continued protest and discussing with them that I would review this experience, they told me to have a great day. I would not recommend the company to anyone for car purchases, as clearly they do not want to ensure the quality of their products.

I tried to negotiate the terms, but they would not budge. I tried to negotiate anything. The only remedy they would allow was the remedy to fix their error. I am now having to fight with the loan servicer Bridgecrest due to my trade-in cars payment being late. It will mark my credit as 30 days past due. Bridgecrest cannot or will not do anything to help me. I have two loans open now.

Carvana said they would come and take the car and return my trade-in and extend the 7-day return window for their mistake. That was the only thing they could do for me. That is how they view making the mistake right, making it right to their advantage. I have spent hours and hours trying to negotiate with Carvana so I could keep my car. They were very rude and condescending. I asked to even speak with a supervisor and the Rob told me he was the highest person I could get and no matter how many people I asked to talk to I would only get the same response as he has already told his team about the situation.

After arguing with Rob for over half an hour he said he would get a “team leader” to call me back. The team leader basically told me that Rob was correct, and that they would not negotiate with me. I was to either give the car back or face repossession and it would ruin my credit. They made several threats at damaging my credit with either a repossession or a late payment on my trade-in I no longer had. I have never in my life been treated so poorly for a mistake I did not make. I have never experienced a company that was only worried about correcting a mistake they made at any cost to the consumer.