Carvana Reviews

I called to receive a copy of the inspection report and was not surprised to find out that it never happened and was not attached to the file on the vehicle. These people are irresponsible liars on every level and I wouldn't recommend them to my worst enemies. They had the car I wanted for the price I wanted to pay..but what I saved in cash I paid full in frustration. If there was a 0 star option they would earn it. They don't drive you happy, they drive you mad. Avoid at all costs.

Finally, after filing a complaint with the BBB, they assigned me a customer service manager to handle my situation. I decided that the truck did not have all the amenities that I was used to and so I decided to return the truck within my 7-day money-back guarantee. It has been scheduled at least 3 separate times and they still haven't come to pick up the truck. I am so frustrated, all I want is to return the truck and receive my money back! If you are looking at purchasing a vehicle through Carvana, I would suggest waiting until they can get their act together. As of today Sept. 20th, I still have the truck and they have over $47K of my hard-earned money. I hope someone at Carvana is following up on these reviews. I would like this issue resolved.

(4) When the purchased vehicle delivery was delayed again, I cancelled the purchase, and bought a different Tacoma (2013) from Carvana on January 29. This vehicle was delivered on time. There are no issues with the vehicle itself. (5) After not receiving the promised $940 in compensation for the delay, I called in June to find out about it, and was told it was being processed. (6) After still not receiving the compensation I contacted Carvana by text message and called them as well, on September 19. I was told that the promised compensation could not be paid because it was associated with the 2009 Tacoma that I ended up not buying because of the delay. I was not informed before January 29 that if I canceled the planned purchase of the 2009 Tacoma that I would no longer be eligible for the compensation promised. I was never contacted about the payment being declined. Since the promised compensation was for delay of delivery of a vehicle purchased from Carvana, I believe I am still entitled to the compensation.

The car manual was missing. Cost us a little about $70 to replace, which we did. But things get worse. When the car was delivered, there had been showers in the area, so I wasn't surprised that the brakes squeaked a little. We have driven it 2,362. The squeak has progressively gotten worse and the throbbing in the brake pedal seems to indicate a problem with rotor(s). The brakes let out a groan when I put it in park and take my foot off the brake. Carvana dealer warranty shows that braking is covered for 100 days or 3,000 miles, whichever comes first. We are closing in on both the 100 days and the 3,000 miles. Another piece of paperwork in my big Carvana envelope says that brakes are not covered. I must call Carvana to find out which piece of information is correct. I think I would like the RAV4 better if there hadn't been so many added costs in fixing or replacing parts that I feel should have been done before we purchased it.

First there were hiccups with financing. Not my approval, but clarity from Carvana. I initially said I'd do a downpayment, but when they needed to check with my bank I thought it would be easier if I just agreed to finance the whole thing. Then I decided I should just pay cash. I was told by one rep that I need to upload the cashiers check. Done. Then I was told it wasn't approved because I didn't sign the check. What? Why would I sign the cashiers check.

After that phone call I was told they needed approval from the bank that I had the money for that check. But that's why cashiers checks exist! The bank would never have given me the check if we didn't have the funds available. That process took a few hours of phone time to iron out because it was clear my payment was acceptable.

Also, my original delivery was delayed because they discovered on the day of my delivery that my brakes needed repair. I'm grateful for the discovery, but miffed as to why they discovered it on delivery day and not in the 7 day window between my order and delivery. Because of this delay I had to cancel a vacation for my kid and his friends because I didn't have transportation to drive them as expected. After I finally received my car I was sent an email stating I needed immediate service and vehicle diagnostics for an issue found at delivery. This was news to me. Again I was on the phone with Carvana for a long time trying to get to the bottom of it.

What Carvana couldn't tell me was: 1) What was flagged as an issue? 2)Why my car was delivered with a known defect. Since I couldn't get an answer out of anyone I had to take a day to get my car into the shop for a diagnostic review. The shop found ZERO issues. Good news, I have a great car. Bad news, I took a lot of time dealing with issues that didn't exists or shouldn't have been so time consuming. Next car I'm buying direct from a dealer so I can see a human face to face and get the real story throughout the process.

They count the whole first day as part of their 7 day free, delivery costs not included, even like in my case it was delivered after 5pm. Very hard to get hold of someone to really help after the vehicle was delivered. I now realized that the key does not work to lock or unlock the door and it looks like the lock was at least tampered with. Which is my fault since I should have checked the truck more. But after waiting for about 1 1/2 month I just wanted to get it done. Now I am sitting here with a truck that has a broken wireless charger, engine check light on and according to Autozone the fuel tank sensor needs replacing and a lock that does not work with a key. If their insurance company SilverRock acts like Carvana I have low hopes that things get resolved.

My experience does not reflect what they are portraying to be disregarding if the insurance company comes through or not. The reason why I wrote the review before the insurance company lets me know what they are covering is that Carvana to me seems to be done with me. I will update this review with my findings with SilverRock. Thank you. Jan

I believe they put 87 octane 15% ethanol instead of 93 octane premium fuel. Luckily I am a mechanic, and could do most these repairs myself. Customer service rep had told me customer care would get a hold of me to take care of the issues. They never contacted me. I contacted Carvana and tried using the Silverrock warranty service. Found out it is totally useless. The website has shops listed that do not work on cars, and also that they don't do business with Carvana or Silverrock, and I would have to pay for all the repairs out of pocket. I contacted Silverrock via email of the issues, and asked for assistance. They told me cosmetic work is not covered passed the seven days, and to contact the same shops and to tell them SilverRock is the company they will be working with. What a ** answer.

My advised Is never ever use Carvana. They are shady, have terrible customer service. It would of been a great experience if they kept their end of the bargain. I love the car, but it was not sold as advertised, and they did not make the wrongs right. As a mechanic I can tell you they pencil whipped the 150 point inspection. Buyer Beware. Carvana is a scam artist. I took video of the experience, and will post up the video when I get a chance to review and edit. Youtube **. I was expecting to report and document my experience with positive reviews. Found out Carvana is too good to be true.

The cherry on top was when I returned my car. The delivery for this car was delayed 3 times and spanned 3 weeks. When I finally received my car I had 7 days to sample it and decide on the return and we were leaving for vacation on that 7th day. I decided after 2 days to return it and Carvana dragged their feet on getting a driver out to my house and ended up coming just 2 days before vacation. In the process I had baseball practice for my son and loaded up the trunk with ALL of our baseball equipment. In the process of the rushed return, I left ALL of the baseball equipment in the trunk and didn't realize it was there since we were on vacation for 2 weeks. When I discovered the mistake, it was 4 weeks later and not ONE person at Carvana thought it appropriate to call me that they found over $1000 worth of baseball gear in the trunk.

My son was devastated to lose literally everything and all Carvana had to say was, "It is our policy to throw away anything we find in the car." WHAT?! Yes this was my mistake. But ultimately you need to use some common sense. If someone leave a CD, a bathing suit, some paperwork - fine toss it. But when there is a bucket of baseball, a baseball bag with two bats, batting helmet, two gloves, a batting net and two other gloves and bats, I would think that would warrant a phone call. Carvana has been the WORST since day 1 and I would not recommend my worst enemy to use them. Avoid at all costs. Their website is shiny and well done, but the cars they sell are NOT inspected appropriately and clearly do not have any interest in going above and beyond for their customers.

A car key technician has contacted me multiple time with revised dates for car key delivery; at one point, she came to create a key, and I spent half an hour of my time with her, only to witness the attempt to make the key fail. When I called Carvana to find out what they could do to help rectify the situation, I was told I have no options other than to wait indefinitely for the key or to go to a car dealership (when the whole point of using Carvana was to avoid going to a car dealership). From my perspective, again, the car was falsely advertised as having two keys available. My time has been wasted, and Carvana's response has been inadequate and irresponsible.

Luckily, I am a mechanic myself, so I had the car up on a lift and remedied the issue and looked over the car before my first drive. Their techs did a tire rotation (which it didn't need) before it was delivered and forgot to torque the front wheels - a lawsuit waiting to happen. Also, not listed anywhere in the ad or on the carfax, the car arrived with lowering springs installed, which personally I love, but the average consumer may have been stuck with a ride quality too jarring for the road, and been put in a position to have a shop install the factory spring set up - annoying after paying top dollar for the car.

All in all, I think you get what you deserve for buying a car online with only a CarFax and their ** 100 point inspection. I got very lucky to find in the glovebox the previous owners service records, and thanks to that previous owners diligence for keeping records, I am confident I bought a well maintained and mechanically sound car. If you are not familiar with what to look for, and would need to lean on auto shops to look over the car once it arrives, the gamble of buying a car online could quickly turn into a customer service nightmare.

One thing to note, I have yet to need to reach out to their customer service, but I did notice the driver who delivered the car blocked my number as soon as he pulled away. I know this because I had a quick question about the reverse lock out on the manual transmission, so I rang him about 10 minutes after the car was delivered, and suddenly was unable to get through, not a very cozy feeling. As for the cars paperwork (title and reg) which seems to be a focal point of many negative reviews, I seem to have gotten lucky being that I'm in NY and the title is required to have it registered, my registration and plate transfer was completed before I even got the car, and I'm set to have the title within 30 days.

To sum it up, buying with Carvana is convivence over confidence, and for a purchase as large as your next car, that may not be alluring to most average consumers. Unless you cant find the exact car you want locally, I would try other avenues before deciding to go with Carvana. Overall I am satisfied with the product I received, but I will not be taking this gamble again.

There were skittles and other candies inside of the back seats causing sticky residue that was unable to be cleaned without a detailer. There were sunflower seeds on the floor, inside the center counsel, gear shift crease, and cup holders. There was a dent with red paint on the rear driver-side door. There were two chips in the glass of both passenger winder and the rear passenger window. I was granted a swap according to Carvana's seven-day moneyback guarantee.

On August 17th, 2022 my replacement vehicle which was a 2018 Chevrolet Traverse arrived. Upon the vehicle arriving, the driver and I noticed that there was a panel missing on the back bumper that is designed to cover the hitch. I could also visibly see that there was rust on all of the screws inside the wheel wells, along the exhaust pipes, and underneath the vehicle. On August 18th, 2022, I took the vehicle to a local mechanic shop to have it evaluated. The mechanic stated they did not recommend keeping the vehicle due to the severity of embedded rust on the frame. They also notated that the vehicle needed brakes and rotors on all four wheels.

I alerted Carvana on August 19th, 2022, and on August 23rd, 2022 I was granted the third and final vehicle swap option. I did notify Carvana as well as upload the mechanic's statement, that the mechanic had stated he would not recommend keeping this vehicle due to the embedded rust in the frame and that the brakes could fail at any given time due to the shape they were in when I purchased a vehicle. Carvana attempted to schedule me for the soonest available swap, which was originally scheduled for August 27th, 2022. On August 25th, 2022, I received a text notification that my vehicle swap had to be postponed until September 2nd, 2022, which was further than a week away from my request date. I notified Carvana that this was the only vehicle I had since it had been nearly a month since I purchased my first vehicle with them, and had sold my old vehicle.

They notated it on my account and allowed for additional miles since the swap was taking additional time. I received a notice on August 30th, 2022 that my car swap would be pushed back to September 9th, 2022 due to delays. I called Carvana several times, which are all documented, stating that I didn’t feel my family was safe in this vehicle and asking that we speed up the swap. I offered to drive to the vending machine, whatever it took to swap the vehicle quicker. Carvana's advice was to find a different vehicle that was available for an earlier swap. Every day I searched for a 2018 or newer Chevrolet Traverse, AWD, Black, with less than 42,000 miles on it and under $37,000. Which was comparable to the vehicle I was swapping into. I was unsuccessful.

On September 4th, 2022, I who is currently 8 months pregnant, and my family, which includes a 5 and 7-year-old, were involved in rear end collision after the brakes failed on the 2018 Chevrolet Traverse that I was waiting to swap out of for 17 days. I immediately called Carvana to discuss the options. Their first representative told me there were no options, the vehicle was involved in a collision. I had to keep the vehicle and work through insurance on repairs. I asked to speak with a manager. On Tuesday, September 6th, 2022, I spoke to an Executive Resolutions Team Member named Cal. Cal made it very clear that if I was working with an attorney, he would not be able to speak with me further. Our conversation revolved around the legality of the issues, although he made it clear he was not part of the legal team nor did he have any insight on the legal action.

I made it clear that the front-end damage was nothing more than cosmetic, and I would like to return the vehicle. My insurance company who realize the severity of the situation even offered to fix the vehicle under the deductible, so that it could be returned and I could cease doing business with Carvana. My insurance company also notified me of multiple public claims, lawsuits and even lawsuits being held by Carvana's investors for similar issues. Cal made it abundantly clear that I would not be returning the vehicle by any means necessary. Because the car was in an accident, even though I had to wait 23 days for a new one, the seven-day money-back guarantee and return policy was voided.

I asked numerous times to speak to a manager of the Executive Resolution Team, and was refused. I asked numerous times to be transferred over to someone in the Legal Department, since there were multiple issues with this case. I was refused. When I asked for the Legal Department's information, Cal provided me with an address of 1930 W Rio Salado Pkwy Tempe, AZ 85281. When I asked for a phone number I was denied.

On September 7th, 2022 I reached out to Silver Rock, Carvana's partner in warranty and vehicle repairs, to discuss the repairs on the vehicle that were already diagnosed and entered on August 19th, 2022, more than two weeks before the accident on September 4th, 2022. These repairs included faulty brakes and rotors on all four wheels and frame rust that was so embedded the mechanic made specific notes to return the vehicle. Silver Rock informed me that there was no current contract on the 2018 Chevy Traverse vehicle I was driving. The contract had been deleted the moment I signed new documents for my replacement vehicle, on August 23rd, 2022. They were unable to have my vehicle diagnosed for repairs because I did not own the vehicle.

The representative did send me a list of local mechanics to speak with about the issue and to schedule the diagnostic while we waited for new contracts to be submitted by Carvana. I spoke to all three mechanic shops, none were able to help with the embedded rust in the frame of the vehicle. I re-contacted Silver Rock to explain the situation. They stated on a recorded line, that it is illegal for Carvana to sell a vehicle with embedded rest of the frame without notifying the buyer, which of course was not done. They also stated that embedded rust is not covered under Carvana’s limited warranty or Silver Rocks warranty.

The next day, September 8th, 2022, I contacted Carvana again asking to speak with a manager or a leadership position. I was transferred, yet again to Cal, who informed me that there was absolutely nothing that they could do until the new contract was in place. And then, I would still need to go through Silve Rock for any repairs that were diagnosed before the accident. I asked numerous times on a recorded conversation, to please speak with someone in management, legal or administrative. Cal refused my request and said the only person out of Carvana that I could speak with, was him. He insisted that there was absolutely no resolution to my case since I wanted the vehicle repaired after an accident. I explained to him numerous times that I did not want them to repair the cosmetic damage to the front end, which was a tilted-up hood. I wanted the embedded rest on the frame of my car fixed since they were forcing me to keep it.

After nearly 30 minutes of conversation, Cal told me there was absolutely no resolution and that either I or an attorney that I hire, needed to reach out to the legal team via United States post office mail. He repeated then numerous times there was not a phone number for me to contact the legal team at and the legal team would not be contacting me. He made it very clear on our recorded conversation, that anytime I tried to speak with someone else, his team members would route the call to me. He stated the only thing I could do, was wait for the "rebuilt" contract and then reach out to Silver Rock. When I insisted, I already spoke to Silver Rock and they routed me back to Carvana, he said there was absolutely nothing for Carvana to do. They were no longer responsible for the vehicle.

At this time on September 8th, 2022, I have no contracts linking me to the 2018 Chevy Traverse. Since I do not technically or legally own this vehicle, I have no way of insurance paying to repair the cosmetic damage caused by the accident. And because I have no contracts linking me to this vehicle, Silver Rock warranty is not able to complete a diagnostic or approval for any repairs such as the embedded rust on the frame of the car or the faulty brake system that was identified 8/18/2022.

I currently have a $37,000 vehicle sitting in my front yard unable to use, that I have no legal right to, and absolutely no way of getting any type of help with. There is only Cal… at Carvana who could help me, and he has stated there is no help. He made it clear on numerous recorded phone conversations that I have no rights and I will not be heard by anyone other than himself until I hire an attorney to write to Carvana's Legal team.

Signed the paperwork and my car was rolled out like a soda can from a machine. A totally magnificent, flawless, spotless vehicle. They even sanitized it. 2016 car in 2022 condition. A Car-fax report on my car was included. Which showed my car had been previously been only used by Cadillac dealers. Probably as demo and loaner. I could not be happier with my deal. I usually don't write reviews, but I looked forward to doing this one. Carvana deserves a 5 star rating.

I had no idea I would be presented with so many issues for a "Certified" car. I've only put 2,000 miles on this car and there is no rational basis for the host of issues to be caused by normal wear and tear. I've filed a complaint with the State AG and will file with BBB before getting an attorney. Carvana misrepresented this purchase and was negligent in delivering a safe and quality car to drive. My advise would be do not pruchase from Carvana, go to a dealer or Carmax. I strongly hope Carvana is barred from the State of Georgia and I hope that my complaint that is amongst many will be the tipping point for these thieves to get shut down. It sucks you work hard to get ripped off by a billion dollar corporation. They are predatory in their practices and hope the State has no mercy.

Problem: My bad---because the visual inspection was cancelled because I didn't have the documents signed an notarized beforehand. Solution: Called Mike who rescheduled the next day, who said "Get the docs signed!" We did the visual inspection, praying my connection held during the entire process. The car was purchased, money deposited and the car picked up the next day! (At my neighbor's house). All of this could have been avoided if I had chosen direct deposit at the outset. Bottom line: Carvana advocates were there with solutions.

1) Delivery was a few hours late - it was obvious they only started detailing the car that morning. I had ordered about seven days in advance.

2) Car had cracked rear glass - but oh, they assured me their warranty would take care of it. That has been an ordeal as they referred me to Safelite (who gave vague feedback they didn't have the equipment in stock). Then they said go wherever I want - no one wants to work with third-party warranty (which is Silver Rock). Took me hours to finally get a someone to repair, but I will have to submit warranty myself. From experience with another car with Carvana, it can take months to get reimbursed. We will see on this one.

3) They sold me the car as a Texas resident, but put Arizona temporary tags on it.

4) It took 148 days to get my Texas tags, which is 88 days past their 60-day deadline.

5) I had to threaten to file complaint with the state (in this case Arizona was address given by Carvana) before a real person took my case and actually looked into the delay. I'm pretty sure that was illegal as the sale was in Texas.

6) This was after dealing with long hold times and chat bots - I could only get an "advocate" by text, not voice.

7) Every communication they sent had errors (like telling me I could apply for an extension on my temporary tags after 90 days, not true in Texas, or telling me my plates were sent by USPS when they were sent by FedEx, or by referring me to their website which had no additional information).

8) Ultimately, they said they sent my paperwork to a third-party to process. I don't think Carvana really follows up on this. They just wash their hands of it until you complain. Why not, it is free for them to waste your time.

Basically, when Carvana works, it works well and people like it. But if you have problems, you'll be in for the run-around and may be in situation where you cannot legally drive your car. You won't be able to get a live person on the phone and you'll get automated apologies and incorrect information. So, basically, even worse experience than you would expect from the more conventional "used car salesman." I ultimately did file a complaint in Arizona. Carvana has been shut down in one or more states for failure to keep up on paperwork.

We took the vehicle to our mechanic within the 7-day trial period and everything checked out. We drove it 200 miles in various settings and the car performed well. (You have a 400 mile limit in the first 7 days if you want to return it.) Purchasing a used car is not always simple (with verification of insurance and state documents and bank clearance) yet Carvana made it as easy as possible! We would definitely use Carvana again!

Well, some of the issues were on the end of my credit union sitting on paperwork. That's not Carvana's fault. What IS Carvana's fault is their inability to discern what bank account they're going to pull your funds from. My credit union assigns each member a main number. All other accounts under that "parent" account have different suffixes. So if your parent account is "123456," you may have a savings account with a suffix of "-01" and a checking with "-02" and a money market with "-50" and so on and so forth.

I have five accounts under my parent account. There was zero issue when Carvana pulled the funds for my son's car. However, when it was time to pay the down payment for the Honda Insight, someone at Carvana pulled funds from the FOURTH account down and one that I did not authorize them to use, resulting in an "insufficient funds" charge because - SURPRISE - that account was not supposed to be touched. So when I saw that error and asked them to please pull from the account that DID have the down payment in it for the Insight, they told me they couldn't do that. Yes, that's right. They couldn't do that.

What did that mean? It meant that because of THEIR MISTAKE, I had to go down to my credit union and either initiate a wire transfer (at my expense) or a cashier's check and then overnight it (at my expense) to them. To correct WHOSE mistake? Not mine. I had to jump through so many more absolutely unnecessary and stressful hoops to correct something that could have been fixed if they could simply code their system better. Look, we already had confirmed on a three-way phone call that the funds were there. So what's the point? They know that the funds are there, and yet, I'm the one having to go through all this because someone decided to just randomly select an account?

Look, the car delivery system? Couldn't ask for a nicer way for this to work. Both of the men who delivered our cars from the hub in Davie were super chill, really cool, went over everything with us.

If you have all your paperwork ready at the time you click "buy," you make your end of things way easier (title, license, etc.). Honestly, if this had been my first experience with Carvana, there would not have been a second one.

The vehicle was also missing it's spare tire - something that was listed on the third row of amenities included with the vehicle on the sale page. Along with the missing spare was the missing spare tire housing, and winch. The vehicle was also missing the car jack and tire iron - both necessary for lowering the spare tire housing and installing the spare tire. Carvana told me they include a "spare tire kit" in vehicles that are missing spare tires but that was also not present - and regardless, the sale page clearly stated a spare - not a "spare tire kit".

They offered to issue me a $100 check for the matter and I am still 2 months later waiting for that check. The vehicle they sold me also has a mold/mildew smell coming from the vents once the "new car smell" wore off in a few days. There were many small dings and damages on the vehicle that were not noted on the sale page. They offered to have them repaired but sent me to a severely incompetent repair facility. The repair shop had my vehicle for nearly a week. They were to change the oil since Carvana failed to have it change (according to the car fax and lack of window sticker), instal a spare tire, and repair some damaged parts of the dashboard not noted on the sale page. After nearly a week all they did was change the oil.

The owner of the shop called me and told me the oil was changed and the spare was installed. I had to pick it up after hours and when I got there the spare was not installed. Carvana has done nothing but give me the run around with this vehicle. The quality control is non existent. NEVER buy a car from them. Carvana are liars and thieves!

I spoke to 2 other people who admitted this was not a good situation and apologized, but there was nothing they could do. They now want me to sell the car, wait for the payment to clear, and purchase the new car. Not only will I lose my tax credit, but I will be without a vehicle for 3 days. I am beyond disappointed. I recommend that Carvana be avoided like the plague, and will spread the word to everyone I know who is looking for a car. Buy local and save yourself a headache.

My complaint is that very few of these flaws were listed in the original description. In other words, Carvana puts the onus on the buyer to find every one of them. The responsibility should be on the seller to point out any and all obvious problems, but by glossing over problems, their products appear to be much better than they really are, which attracts more potential buyers. I won't buy from these deceitful people again. Neither will my friends or family, and I hope yours don't, either. Footnote: According to the aforementioned person, very few body shops will work with Carvana because it doesn't want the hassles.

Brought the car in, turned over the keys, title and lien release, signed some papers for contract of sale, flood condition, entitlement to the vehicle, and the odometer form. Carvana agent handed me the check for the exact quoted amount (no sleazy dealer 'adjustments') along with a copy of the sale contract. He then removed the plates and window registration sticker - handing me the plates. He asked that I double check the trunk, glovebox and seating area to avoid leaving anything behind. I had already removed the registration and insurance cards from the glovebox. He walked around the car to photograph it along with the dash w/ the odometer reading. He added a round 'retail' Carvana sticker to the windshield and I was done and on my way to the bank to deposit the check. Friendly agent; friendly and fast process.

Only two things keeping this from five stars:

2. Apparently, being able to drop off the vehicle is very new and they weren't really prepared for customers on-site at this location. No place to sit; a lot of noise and wind being right next to a busy road and doing paperwork on the hood of the car. Would have been awful if it was winter or raining. They did invite me into their offices to wait in their break room for my ride to arrive.

Would DEFINITELY go to Carvana for a quality quote next time.

I read about Carvana's 7-day return guarantee and the 100-day warranty. I decided I had nothing to lose by trying it at least once.

Scheduling the delivery was a breeze, although it would take a couple of weeks to have the car transported from the opposite side of the USA; unlike buying from an in-person dealership where you drive it right off the lot. That felt like a fair tradeoff because I didn't have to spend an entire day (stretching into an eternity) negotiating with salesmen and finance managers. The delivery charge was shown right on the Carvana vehicle page-- no hidden numbers or surprises there.

When my car arrived, there were a few things that worried me which were not mentioned in the ad or flagged by the Carvana pre-sale inspections. It had an oil leak, scratches on the front bumper, and rotted/cracked tires. I felt my heart drop because I'd paid a fair price for a car in excellent condition, and it arrived with some potentially serious issues. I was already feeling like I'd made a huge mistake.

Just about that time, I logged back into my Carvana account and it was like they'd read my mind! My new-purchase dashboard popped up and Carvana prompted me to let them know right away about any and all concerns. I didn't need to chase them down to hold them accountable-- they initiated contact with me to make sure everything was in the condition I expected. I went over the car with a fine-tooth comb and my phone camera, then made an exhaustive list of any flaws and concerns. Aside from the oil leak, bad tires and bumper scratches, the rest of the car was great. The oil leak could've been something serious, or it could've been just a bad gasket seal. I wouldn't know until a mechanic looked at it.

TIP: try to schedule your car delivery for a Sunday or Monday, so that the area mechanics are open and you can get your car scheduled for diagnostics before the 7-day return period is up! The repair authorizations can take Silver Rock 24-48 hours, so bear that in mind and let your mechanic know about the time constraint involved. You just need to have all the info from the mechanic regarding what's needed so that you CAN send back the car if it turns out that it has showstopper-type issues that can't be repaired. You'll want the reassurance that any issues the mechanic finds will be covered for repair before you make the decision to keep the vehicle. They don't need to actually FIX the car within the 7-day probation period, they just need to acknowledge the issues and authorize the repairs before the period expires.

Carvana sent me their list of Silver Rock authorized mechanics in the area (all top-rated, reputable mechanics), and my local VW dealer was on there. I made an appointment with the dealership's service department, then took in my Beetle. (Silver Rock covers the $175 diagnostic fee for the first hour, and if more time is needed, the mechanic just needs to call Silver Rock to get the authorization before moving ahead-- basically, everything was free for me.)

The service department representative took my list of concerns and looked at all of those issues-- then, THEY added some things that THEY wanted to handle while they had my Bug. The service department sent me the rundown of repairs needed by email (the car needed: a new gasket seal to fix the oil leak, new tires, replacement lug nut covers on a few tires, PLUS an alignment I didn't realize was off). It was really helpful for me that they communicated everything first by email because I'm partially deaf, although I never mentioned that to them. They also called me to answer any questions and to make sure they hadn't missed anything that worried me.

Here's where it gets good, though: after running through the repairs needed with me, the service department representative from the dealership called Silver Rock DIRECTLY to discuss what the car needed. Then, they coordinated with Silver Rock to get EVERYTHING covered under the warranty. E-V-E-R-Y-T-H-I-N-G. I was expecting to fight tooth and nail to get the car restored to 100%, but I didn't have to do ANYTHING except make that initial list and leave my car with the mechanics. It didn't cost me a penny!

That's how the Silver Rock warranty works-- they have their authorized mechanics that they trust and listen to... and Silver Rock doesn't try to weasel out of repairing anything. They fixed it ALL. Every last thing was covered. My car is basically NEW again... it's a 2017 VW Beetle with very low miles and it zips around like a dream. VW doesn't even make Beetles anymore-- so to have one this perfect, it's amazing!

I would buy from Carvana again in a heartbeat. I was so nervous about this first purchase... it felt like a gamble until I'd been through the entire process and realized how EASY and fair it really is. The process doesn't feel at all like a gamble anymore. Now I know that anything that isn't noted on the vehicle page WILL be fixed, and it's way easier-- I mean WAY, WAY easier-- than buying from a local dealer and negotiating with THEM to fix things they didn't mention. Carvana makes car-buying as low-stress as possible-- and did I mention that I have THE car I wanted (even though they're discontinued by VW), and it's super low-mileage, and everything on it is like-new? Anything that wasn't like-new when it arrived is DEFINITELY like-new now!

I guess the whole point of this review is to say this: check over the car's details on the Carvana listing page. Make notes about ALL of the flaws they mention there-- because anything above or beyond those flaws WILL be fixed by Carvana. They make the whole process painless, and they aren't trying to pull any "fast ones". I guess I've never actually seen any car dealer this transparent or fair... so I wasn't ready for them to be so amazing.

Original review: So this is my first ever 'buy before you try' experience, I am in my late 40's and would normally never ever buy a car blind (without seeing it, touching it, driving it) but they had the one I wanted when no one else did in a price range I was willing to pay. The Purchasing phase was easy, well defined and there were no issues.

Issue 1 - I raised a question about the extended (SilverRock) warranty - as it's for an ICE car and I was buying an EV, No one could answer my questions and I was sent to SilverRock, who refused to answer my questions and said I should contact Carvana, who passed me back to SilverRock, who passed me back to Carvana - no one would step up and own the issue, I ended up declining the extended warranty.

Issue 2 - It takes a long time to get an advocate on chat or the phone - the auto bot will tell you the expected wait time is X minutes, trust me - quadruple it and add more, they are slow to get to the conversation and slow to answer follow up questions.

Issue 3 - I live a long way from the vending machine but I wanted to experience it as it was a once in a lifetime opportunity for me (I won't be using Carvana again) so I chose vending machine over delivery, we arrived (62 miles) and the thing was broken, had I known, I would have saved my time and money and had them home deliver. However, the guy I dealt with was sympathetic, and very pleasant to deal with.

Issue 4 - No one could give me a straight answer on Speciality/Vanity Plate handling upfront and the online documentation is terrible, it's missing links to resources and additional information.

Issue 5 - 150 point check - that's the claim, carried out on all cars.... Perhaps they need a 152 point check as mine was missing the locking lug nut key and the wipers were degraded (which I discovered on the way home as a monsoon storm swept in and boy did I find out fast how bad the wipers were).

Issue 6 - To fix the above issues you must contact SilverRock, you must use SilverRock approved repairers or face a large deductible. My 2 issues were covered and I booked it into a Firestone auto center, but it took a day to get the information, a day to make the appointment the following day, so it took 3 days to get the car in the hands of a mechanic. Mechanic called me 20 minutes after dropping it off to tell me "main dealer only", so back to SilverRock, who told me off as the mechanic is supposed to inform them, not the customer, they had to verify, then approved for main dealer - another 3 day wait for an appointment, it took far too long to sort. All could have been avoided if the 150 point check was carried out entirely.

Bottom Line: In theory this is far better than the usual song and dance and despair of dealing with a brick and mortar dealership, the lies, the back 'n forth nonsense that happens, where Carvana Fails is the follow through and the lack of "attention to detail" - the poor online documentation (Example: Can I transfer vanity/speciality plates? Answer is a long winded "yes", but nothing else - doesn't say how or when), The lack of making sure the basics are right (wiper blades and Missing Locking Lug Nut Key!). If they missed these important items, what else was missed? I can't trust them, so I can't in good faith use them again nor endorse/recommend to my friends and family. Good Idea, poorly executed. Shame really.

This morning (the day the car was to be delivered) at about 2AM, I received another notification that the car was delayed, this time for about 3 weeks! So, remembering that there would be no compensation for the “first delay” I figured they might offer to provide a loaner car or compensate me for rental fees. But, no; the answer I received was, “At this moment, we will only be able to do our best to deliver the vehicle on the mentioned day. Once again, we are truly sorry for the trouble.” Since now I no longer trust this company, I canceled the order. Carvana does not seem interested in keeping customers once they order something; based on my experience they overpromise and underdeliver and don’t worry about the cost or inconvenience that places on their customers. I DO NOT recommend ever dealing with this company.

Well, that was an outright lie. They have no mobile cosmetic repair. So, with three days before she left for college my 18 year old daughter was supposed to pick from a list of approved repair facilities, take the car there, wait, get an estimate and then Silver Rock had to approve the estimate several days later and then she had to take it back to them. The problem with that was none of their "approved service" companies did cosmetic repair. So, we were out of luck. We couldn't return the car because she had to leave for college in three days and so now we have a $15,000 car with major scratches down the side. The Advocate clearly lied to us in order to get us to take the car, when she knew we had drive 3.5 hours and couldn't return it. Do not do business with this company.

The second issue was the maintenance reminder wasn't reset; although, they said they serviced the car, they just did not have the capability to reset the monitor, that's another star. I ended up taking the car to the dealer for the "A Service" at which time they reset the monitor... This cost me $320.00, that's another star. They excelled up to the point of my getting in the divers seat. If they would hire maintenance people with the proper credentials for the make of car they are selling to ensure the service is complete and all monitoring systems are reset, they would get 5 stars from me.

I can get the car detailed with not too much out of pocket expense; however, mechanical issues on a Mercedes' isn't cheap and I know that, but one does not expect their new or nearly new car to need a visit to the dealership when they drive it off the lot. CARVANA: If you tighten up the service and prep of vehicles, your reviews and stock will soar. It may cost you in the beginning, but you will reap the benefits in the end.

The biggest problem came when it was time for Carvana to pick up my vehicle. When I scheduled my appointment, I was told the nearest pick up point was an hour from my house. Ok. My ride back home and I arrived about 15 minutes early to the shopping center parking lot where the pick up would occur. After waiting 45 minutes, I called the 1 800 number to see what was going on. Was put on hold for about ten minutes before I got a human being on the line, then about another five minutes while she was trying to find out where my driver was.

This person then told me the driver was running behind, and would call me when en route. At this point, we had been in the parking lot for about an hour. About 45 minutes later the driver called and said she would be there in about an hour. She did arrive within the hour, but the fact that I had to reach out to Carvana to find out what was going on was very irritating. The real kicker came when the driver said she was not good with manual transmissions, and asked if I would drive the vehicle up onto the rollback. When I refused because of liability issues, she asked me to drive it to the foot of the rollback, which I did. Wow. Neither me, nor my ride home planned on spending almost four hours in a hot parking lot. Not a good experience.

I've been looking for the perfect Camaro for several years now, and with a recent promotion I was in a place where I finally pulled the trigger. A 2010 (so 5th generation) Camaro SS with all the bells and whistles, with only 18k miles on it, was just perfect. The only imperfections listed on the ad were some light scratches in a few spots. Overall the car looks brand new.

The issue is the fact that the actual damage that are apparent on the vehicle (a few dents on the front bumper and one on the back) were not listed on the original report. When it was delivered I pointed it out to the Carvana rep. She took pics and told me that since it wasn't listed that the company would probably take care of it and that Silver Rock would be in touch.

A few days went by and I reached out to Silver Rock. No pictures had been forwarded to them. So I got on the Carvana dashboard and uploaded my pics of the front and rear dents and two other cosmetic issues with the vehicle that hadn't been listed. Later that day they got back to me saying that all but one of my issues was being denied (the one that got approved was a broken latch to the center console, and the least of my concerns). I called them for clarification and they told me it was a used car and some cosmetic issues are to be expected, and for the most part I agree. My issue is that the cosmetic issue on the original posting were all stuff more minor than the claims I had submitted. The dents to the front bumper are way more noticeable than any of the light scratches listed.

This didn't sit right so I called the Carvana Customer Advocate line. The advocate that helped me was very polite and tried his best to address my issues. He had someone review my claims, unfortunately they were denied again. After asking around he informed me my choices were that I could 1) buy the car, 2) swap the vehicle with something comparable, or 3) return the vehicle; and that Carvana had to stand by Silver Rocks assessment. I felt like the advocate did the best job he could possibly do, and I really appreciated his efforts.

Obviously I'm gonna buy the car. But I paid a premium price for a used vehicle from a company that brags about the quality of their 150 point inspections and selling cars digitally. I bought into the validity of that 150 point inspection and how up front Carvana was with the detail of the cars imperfections. In the end Carvana lied to me and made me feel like I was asking too much from a system that they have claimed is just as good if not better than a traditional In person sale. In a traditional setting additional imperfections can be negotiated into the price or made right. I love my car. I like the idea and ease of the online process. I didn't care for the impersonal bureaucracy of Carvana and inaccurate information presented. I can honestly say I probably will never buy another vehicle from Carvana. Further I will advocate that any friend or family stick to the traditional sale as well.

A week before my plates were to expire, I called again to see where everything was - both on the dashboard website and on the phone, I was told the registration was processed, and the paperwork was in the mail. When I called yesterday (the 15th), I asked if there was a tracking number so we could make sure I would get the registration today - as today (the 16th) is the last day I can legally drive with the temporary plates. There is no tracking number. I was told they never send it that way. I spoke to someone last night and this morning, and both told me it was definitely in the mail. Well, it did not arrive today. I called Carvana again, and then I was told it was just FedExed to me today - there is nothing that was put in the mail.

I need my car for work, for family, etc, and they were pretty much like, "too bad." I asked the person I spoke to today why I should believe her now when so many times what I was told was not true. There is a tracking number, and hopefully, it will be here tomorrow. But they offered me no help or solutions and were quite condescending. One rep did say she would see if she could get a $250 approved for a credit towards a rental and the issue - but that will take weeks to go through, if it does.

I did research and saw lots of lawsuits about this - but I am still so surprised that they continue to let this be an issue. I understand waiting seven days while I try the car out before processing registration. But this was not a COVID issue - they did this last minute. It's beyond frustrating as I have been on top of this all along. And Carvana just yessed me to death and didn't do their part to get this in on time or to help me. They all talked like it was no big deal. When I asked to talk to a supervisor, no one was available.

I know things happen, but this seems to be very common for Carvana. PLus, I did everything I could to have a dialogue about this. I even asked what I could do or what happens if it doesn't arrive on time - but they had no answer. And if someone addressed my concerns with seriousness or reached out to me during the process, that would go a long way. We will see what happens. Hopefully, I get the registration soon. I love the car, but the treatment I am getting now and response is not worth it - especially since I can't drive it!

So I have by the way a great looking convertible Mustang that I haven't driven since 7/3 and it’s 8/16, that has insurance on it. I’m lucky I’m old and it’s my summer car, or I couldn't drive to work. Only Carvana can get the temp plate. I check the BMV as they have the title work. And they won’t help so I have to find out if I can join a big lawsuit against them. GO TO A DEALER! Not everything on the internet is more efficient especially Carvana.

The person who delivered the car couldn't drive it off the truck because it was stick, and needed my partner's help operating a lever on her own truck because she wasn't strong enough. Initially I was very excited to use Carvana for the convenience, and because I felt trust in their 7-day return policy. Their lack of communication was appalling. The day after the delivery the car stopped starting. I feel like they must have lied to me about the initial issue (window issues) and I'm just grateful for that 7-day return and that ultimately I don't have to give them money.

I then had to work with SilverRock (horrible company with a 1.8 star review on Google) and Gerber Collision and Glass to get the car repaired. The repairs were approved but no one ever communicated that to me. I followed up several times and was ignored. Now the car is past its warranty and the work cannot be completed. Communicating with Carvana is difficult, unless you like texting with robots before explaining your same story over and over, without receiving any help.

The only thing that caused me to give them 4 stars instead of 5 is because the driver who was initially picking up my car contacted me on Saturday morning to let me know they would be coming at 3:30 pm (my window was 2-5 pm). Then they contacted me again and asked if I could do it earlier. I told them that I would be working till 2 pm, so how much earlier did she want to come. She said she'd be able to let me know at 12 pm. Well, 12 pm came and went, then 1 pm, then 2 pm - no communication from them. I then texted her and asked if she had an ETA yet, and get this...she said that her ETA was 3:10 pm, and she had just finished loading up my car! Huh? What car? I'm only selling!

Then she said, "Oh, sorry. Unfortunately, I've been "reassigned to another project," and another driver will be contacting you." So she basically just disappeared after telling me she'd let me know the ETA at 12pm and totally forgot about me when she was reassigned to deliver a car to a buyer instead of picking up mine. I then had to contact Carvana, wait on hold forever, leave them a message to call me, and let them know what was going on. Eventually, another Carvana advocate showed up (apparently when she should've been off already) and did me the favor of doing the paperwork, and I greatly appreciated it. But all that was a big mess and also a bit stressful. After that, everything turned out perfectly. Bottom line - I highly recommend Carvana if you're planning on selling your car!

Whoever did the reconditioning inspection on this car should be fired. They get 2 stars from me because their support people were very good getting the situation corrected and SilverRock for approving the tire and headlight replacement. Carvana needs to do better at reconditioning their vehicles though. This car was unsafe to drive on delivery. I could not drive my vehicle for the first 4 days of having it while the tire situation was sorted out.

This was very concerning and frustrating, but I was told I could still switch out my car so that same day (7/16) I ordered another 2019 Chevy Trax at even lower mileage and a comparable price. Only thing different was it was black instead of white. Overall it actually seemed like a better deal. That car was supposed to be delivered to my house on 7/21 but it wasn’t until the evening of 7/20 I was told my car would now not be delivered until 8/5!!!

I called and spoke with several employees and managers who couldn’t tell me much about the delay other than on the last inspection before it got to me they found “something wrong” and needed time to fix it. I wanted to believe that based on my prior experience they were really making sure my car was in good shape especially since they claim to do such thorough “150 point inspections.” At that time I was tempted to cancel my order altogether but I decided to be patient and wait it out. I opted to pick up the car again vs delivery after seeing so many complaints. I thought this would make things easier.

When I picked up my car yesterday 8/8, I was told the reason for repair was an abs sensor needed to be replaced and that otherwise my car was ok. And everything SEEMED nice at first. I was actually excited thinking I’d finally found a car…. Until I took it to my mechanic (who is also one of Carvana's mechanics that works with SilverRock). Upon further inspection my mechanic discovered a Transmission Case Leak. My car just crossed over 17,000 miles so there is no reason for any transmission issues so early. Both my mechanic and a mechanic at the Chevrolet dealership advised I return this car as well. And this is with a manufacturer’s warranty plus Carvana’s warranty. The gentleman I spoke with at Carvana to arrange my return also agreed.

Another thing to note - my front tires were also going to need to be replaced right away as they were at 3/32 which was priced around $400. None of this was noted anywhere in my inspection paperwork and that abs repair was not included on the CARFAX report I was provided so don’t believe everything you read. There is NO WAY Carvana is inspecting these cars as they claim. They are outright LYING to consumers. Imagine had my mechanic not brought this issue to my attention now, this repair would have fallen on me out of warranty. And we all know how much transmission repairs can cost and how long they can take. I would also like to note I drive long distances for work on a daily basis often times in rural areas. I can’t begin to describe how catastrophic something like that would be for me.

Needless to say, I am beyond disappointed with this entire process and the results. My mother and I have both taken time off to drive from Ann Arbor to Novi twice now. I’ve been paying insurance on this car since I first ordered on 7/7 and now have to see if they will issue any kind of refund since I only really drove it for a short time today and it’s going back at the end of the week. Because as if this hasn’t been torturous enough, I have to see my “new car” sitting outside my house everyday until Carvana comes to pick it back up.

And no, I am definitely not reordering a third (and final) car so that I am then stuck with what I am sure will be a defective car. It is so ridiculous that I spent all that time, money and energy going back and forth for the past month to their offices and on the phone just to wind up with NOTHING in the end. I didn’t even get the gas card I was promised after my first delay on 7/20. Literally, nothing for all the ways I’ve been inconvenienced. So here I am a month later, starting this entire process over and will most likely be going through a legit dealership. Carvana, you can keep your janky cars and your apologies to match!

-My vehicle was scheduled for deliver after I signed the paperwork and provided insurance docs. But without any sort of notification my car was delayed a week. This was very unfortunate for me, because I was supposed to start a new job and my rental from my insurance was already returned by the time I had found out that my car was delayed. So I had to tell my job that I was waiting on my new car to be delivered and I was losing out on money that I could have made. Also I had to get my girlfriend to take me places (an inconvenience for her) while I was waiting on this delivery delay.

I had contacted Carvana to see if there was anything they could do for me such as a rental compensation or some sort of monetary alimony since they had never notified me of the delay and that the only way I had found out was by going into the app and checking, because there was no notification. I was losing out on money to be made and causing my girlfriend extra stress. Carvana had told me that there was nothing that they could do... I was very upset, but at this point what could I do? My car arrived at the new date that they had said, was lowered into my driveway and I was prompted by the Carvana associate to test drive the vehicle. While test driving, I had noticed that the steering wheel was slightly crooked while I was driving straight so I told the Carvana driver this and he said he would note it for me. So I signed the final paper work and I had my new car.

Being concerned about the crooked steering wheel I immediately took the car to a shop in my area about an hour or so after signing the final paper work from Carvana. -- Come to find out my alignment was off and it was going to cost me $200. After I had gotten the assessment from the company in my area I noticed a text from Carvana that had a link for their 3rd party company to find a repair shop. Apparently you have to use one of their dedicated repair shops, so if you have any issues with your car, wait for the text from them to give you a map of their dedicated repair shops or else you will just waste your time and others 'time.

Scheduled the next morning at one of their dedicated repair shops. It took me almost all day to get all the repairs/alignment done. Fortunately it was all free, but it did waste an entire day of mine that could have just be repaired by Carvana before the sale. --So I'm driving my car for a week now and right after the 7 day mark, my backup camera goes out... Not sure what I will do about it unless the third party repair company will fix it, but I'm going to have to sacrifice another day of my time to get it fixed.

3.Carvana needs to communicate more between the time of purchase and the time of delivery. I actually called them twice just to make sure everything was still good to go during that time.

Now we are still waiting for the reg tags. They're on hold due to whites out on the title and no CA DMV or ADOT which is what the temporary is through. Can't find the vehicle by VIN number. Silver Rock told us to got to California Auto Body North and sent and email with details but come to find out they're not even a provider for silver rock. Just want the car retuned and my money refunded.

I received no updates regarding the delivery of my vehicle, until 15 minutes before the delivery time when a Carvana rep called to let me know they would not be delivering the truck that day due to the fact that they were unable to complete a drive cycle before taking the truck to pass emissions. This was very irritating but I decided to give them one more chance to complete this and get the vehicle delivered to me. I was told that they could deliver the vehicle two days later at 11am (Today). The representative assured me that he had full confidence that his employees would have no problem completing this task in time for the vehicle to get delivered. FYI - a drive cycle takes about 30 mins to complete. It is simple and NOT very time consuming.

Cut to today, when the vehicle was supposed to be delivered for the SECOND time, and they don't even have the respect to call me. Instead, I just get an automated text message telling me that my delivery has been rescheduled for ANOTHER 2 days from now. No explanation as to why, or asking "When will work best for you?". Just telling me that I'm not getting the vehicle again. I called Carvana to verify the reason for the delay, and lo and behold, they STILL didn't get the drive cycle done in time to get the truck delivered. At that point I was done waiting. I told the representative that if they couldn't get me the vehicle today, that I was not going to purchase it. Hoping that this would entice them to actually complete the job they signed up for. Instead I got a response of "No problem, I can go ahead and cancel that transaction for you right now." Were they even interested in selling me this truck..?

I was skeptical of Carvana due to how abysmal their reviews are on this website. However, I decided to "give them a chance" since they offer the 7 day guarantee. That was a mistake on my part. Now I have 4 days to find another truck that will fit the requirements that I need for my business, because this fly-by-night company couldn't figure out how to take 30 mins in a 3 day time period, to make sure they were doing right by the customer. If you're reading these reviews and thinking that you still want to give Carvana a chance, please do yourself a favor and go somewhere else. You'll get better service from the smelly used car dealer down the road. At least they'll actually want to sell you the vehicle.

If this review even gets a response from Carvana, I would bet money it will be something hollow like "We're so sorry for the inconvenience, this is not what we strive to be... blah blah blah". I've seen it too many times in other review to think they actually read, or care about how their company is perceived by potential customers. Please do not purchase from them.

Then the day before delivery, I received another set of texts and emails saying the delivery was delayed. I thought, "okay, things happen." I chose the next available delivery day and time and received confirmation for that. Again, a few days before delivery, I received another set of confirmation emails and texts saying it was delayed again. By this time (over a week later), I am hemorrhaging money due to the rental car I needed to drive during the wait. I'm starting to get unhappy. I choose another day for delivery, but this time I also called Carvana to explain my situation. I talked to a lovely woman (Hi, Janette!) and she did everything in her power to usher my car through as quickly as possible. It turned out that the car just needed a quick repair to an air vent, and she had it on the next available shipment out to my home - a week ahead of the scheduled delivery.

On the day of delivery, I received text and email notifications that the car was on its way. Once at my door, the delivery driver went over all my paperwork with me for the in-person signatures, took pictures of me with my DL and proof of insurance, walked through the car with me, and explained the warranty and insurance options I had bought for the vehicle. He was patient, kind, and very knowledgeable. All in all, that process to about 45 minutes, and I had my new-to-me car. Janette (remember her from earlier?) kept in touch with me over the phone the whole process and even called after delivery to make sure I was happy with my car. In short, with the exception of a delivery hiccup, Carvana was a good choice for my new car. I feel that the people I had contact with were the shining stars of the experience, though. Without them, my review may have been very different.

When I get the car and drive I find that the shade isn't operating and had to do the process of claims, which I had to go in circles talking to people to get it the process going. The engine light came on and I had to get a mechanic to look at this. This car was a carvana certified car and I had all these issues with it. I am in the process of getting everything fixed. Yes, I could have returned the car, but I had to wait a long time for this car. It has been a nightmare and still is. I would not do business again with Carvana--it was totally chaos customer service experience.

On the eighth day, I was put in contact with Silver Rock by a Carvana rep to have the missing top ordered and sent to me. Silver Rock told me they needed special permission from Carvana to provide a missing item and insisted they could do nothing. I went back to Carvana for the EIGHTH DAY IN A ROW, and they informed me that despite the earlier assurances, they would NOT provide me with the soft top that was advertised as being a part of the vehicle. They offered to come get the vehicle or give me $500 to cover my expense, when the soft top is a $1000 item. I have no faith that if I surrendered the vehicle and chose another Jeep, that it would have the options listed on the ad. I figured I would quit while I was ahead, so I accepted their miserable $500. This seems like a small thing, but it's not, it has soured my opinion of Carvana and taken all the fun out of getting a "new car".

Moving on - this was a white vehicle and I found it odd that since it was a Mary Kay car that it wasn’t pink. But I looked at the listing and never said anything about being painted. A few months after getting the vehicle I was involved in an accident. When the mechanic received the vehicle he pointed out that the vehicle not only had been painted white over pink, but the paint job was terrible and that it would only last six months. He suggested I sell it after repairs were made. I contacted Carvana and explained that had they actually done a 150 point inspection and release the real information about the vehicle, perhaps someone would have purchased it, I wouldn’t have purchased a painted vehicle. They stated that they “didn’t have to disclose” that information. This is classic bait and switch.

We asked for a fair trade for the cost we originally purchased the vehicle for since we had this issue. They of course refused because the vehicle, even though repaired to its original condition, had been in an accident. Thankfully Carmax made the purchase even with us giving FULL DISCLOSURE of the accident and the newly found paint job. Be careful - ask these detailed questions. Personally, if I have to concern myself with the truthfulness of a company which I am making a major investment in their product, I would go elsewhere. But that’s my opinion based on my sole experience.

When contacting Carvana and Silver Rock about the defects, they refused to fix them and said that I was out of my 100-day trial. This car did not go thru the 5-point inspection, if so, Carvana ignored them, put the car on the online market without fixing the defects. I filed a lawsuit and reported to the attorney general along with the receipts of what is need to fix the defects and now, both Carvana and Silver Rock is not returning my calls nor calling me back. People, do not purchase these junkyard vehicles that they are selling as working vehicles because they are not.

I was supposed to have purchased a black car, this was brown. It didn't seem right that I had a brown car when I ordered a black one. I decided to check the paperwork, maybe I was given the wrong car. I then noticed the metal VIN number had clearly been forcibly removed!!! Carvana has done nothing to apologize or make up for any of this. I refuse to drive a car I am certain is stolen, I have a photo of where the VIN was, it was clearly intentionally removed. I have traded this in for another similar model, Carvana will not guarantee or provide me with proof that the car being delivered next week has been thoroughly examined prior to drop off. I asked when the last oil change was, it took the customer service rep 5 minutes to find that information. I was on hold, I watched the minutes go by.

I find this entire situation unsettling and if I was so far in with the purchase I would back out. How can a used car company not guarantee the car has been inspected and that the tires on right???

Once I took the vehicle, the technology had not been wiped clean. The previous owners information was all stored in the vehicle. Cellphone, music, and personal information was all available for me to see. I would have great pause selling my vehicle to Carvana as they took no effort to protect seller's information. I was left with a $200 bill to detail the vehicle to even make it feel clean and sanitary. What a let down to purchase a $55,000 vehicle only to have it delivered to me in worse condition than a rental from Alamo. Short story for me, I love the car, but I will never do business with Carvana again. Nor will I recommend it to any friends or family. Let's see how the registration process goes. According to other reviews, this is where things get real sketchy. I've already received a notice that the registration is "late". Buckle up friends, this review is not over yet...

Carvana then said they have no control over what each state allows. We have called, emailed, text, chatted with Carvana every other day since and have gotten different answers, not ever been answered by some, refused to give us any supervision information to speak to in the last two weeks that we have had a vehicle sitting in our garage that we can not drive. Only to be told two different dates that the final paperwork was actually sent to our local DMV and that it could be two to four more weeks before it all goes through and we can get tags and drive the vehicle.

When I asked what they were going to do about an expiring warranty that is ticking away by the day on a vehicle we can not even drive to see if it has any mechanical issues and what they are going to do about me getting back and forth to work every day they have only responded with “we have no control over how long your DMV will take” completely disregarding the actual problem of getting the paperwork completed in the first place. I have all of this is written form whether it be email, text and/or Carvana chat. We have not yet decided what our next step will be. And we have told our experience to many of our friends currently looking for cars so that they know this nightmare.

When the car was delivered I noticed cosmetic issues right away. I was not given the option to even test drive it. The delivery driver tried to pass it off to me without even having a plate on it and gave me attitude about it. I tried to get in contact with a manager about my experience and it seems that the customer service reps are trained to not let that happen. No one would connect me with a manager and instead would insist on helping me themselves, and gave me no results. Upon explaining that this issue is an escalation, a rep finally said they would create a report for me for a manager to reach out. That never happened. It has been over a week and a half of getting the run around from them, and no issues have been resolved.

On top of that, their insurance partner silver rock has been awful as well. They sent me to a business to get my car inspected and I sat through the whole inspection process and at the very end learned that this particular company no longer works with Silver Rock. Upon letting silver rock know this, they gave me an “updated” listed of partners they use. That same business that I had just told them turned me away due to not working with Silver Rock was on there yet again. Buying a car online can be risky, but worth it if the company that sold it to you will back you up and offer support. I do not believe Carvana has shown its ability to do that, and I wish I had not purchased with them.

Their financing option includes a ridiculous interest rate forcing me to immediately refinance with my credit union. I don't have an actual person at Carvana to contact and discuss any of these concerns. I would have highly recommended them a few years ago but not anymore. Find another dealer who understands customer service and takes the time to actually service their vehicles.

After Carvana contacted me that the car was mine on a Sunday I was told I needed to have the money in the bank on Thursday. When I talked to the financing rep he said it would be a third party call to the bank. The call with the bank was cut off. I was then contacted by Carvana saying the money needed to be in the account no later than an hour and a half later that day (Monday) or the deal was off. Because of that I had to rush to the bank to get a check. This is only part of the aggravation I dealt with with Carvana and would never recommend them to anybody.

The documents took 5 days to be delivered. In the meantime about 7 days prior to the expiration of the temporary tags. Contacted Carvana again via phone after 25 minutes of holding, about getting an extension of or temporary tag and we found out there are no extensions for our state. Got the document notarized and sent back the same day it arrived with just 3 days left before temporary tags expired. Now it's been 15 days with a car that can not be driven. We paid a down payment, paid a separate delivery fee, and now have made the first car and insurance payments. Carvana notified us of a 7-day window we are to have the Registration and tag, tomorrow is the last day. No assurance or confidence of this actually transpiring.

On top of everything else every email they send can not be replied to. Everyone you talk to via phone or text has an alias. Carvana offers a chat with an AI named Sabastian that is useless. No help via Facebook page same syrupy overkill on apologies tell you they will have someone call and never do. They are quick to get you in a vehicle but are totally incompetent at handling paperwork on the backside. If we had known this beforehand we would have taken care of the registration ourselves. We have done it countless times before. We will never do business again with Carvana. This company doesn't seem to care or understand the unhealthy stress this has brought onto us when this is supposed to be a stress-free experience. They are not driving us happy more like crazy! Would be nice to give a negative or minus rating they don't deserve one star from us.

I had a delivery date that was moved back a few days to a Saturday, which was perfect for my schedule and better than the original date during the work week. The entire process is documented through texts and emails. I thought this was perfect to keep the consumer in the loop at all times. When the car finally arrived, the driver was just amazing. I saw my beautiful Silver Ice Metallic Camaro Convertible being rolled off of the flatbed truck. I have a Quality Assurance background and it’s my job to find defects and opportunities along with what works well. I looked over the vehicle very closely. Remember earlier I said there was one paint chip noted?

Well I found scratches, a medium paint scuff and mark on the front bumper, paint chips on the hood and sides, and some other minor cosmetic issues. This is where I could have three my hands up and said bring it back I don’t want it. Instead I calmly went over the vehicle with the Carvana driver and we both took photos and wrote down the opportunities. He assured me that these thing would be fixed and that I’d receive an email with approvals. After reading horrible reviews I was uncertain I wanted to continue but I did receive a text and email noting my concerns within a day. It was long before I received the approval to have the issues fixed at an approved body shop. I am feeling better about this already but haven’t had the car fixed yet as it’s only been a week since I received the approval for repairs.

The driver noted that the issues more than likely occurred during transit from MO to Philly. This would be an opportunity for Carvan to explore in order to avoid having to pay for preventable repairs. Although there were cosmetic issues with the car I am still way happy with how the process of buying the car, the engagement that is provided for us the customer, and the level of care and concern Carvana has given to me about the car that arrived not as originally and completely listed on the selling site. I will update this review if I have any issues with the fixing of the minor cosmetic issues but overall I am completely satisfied with the high level of engagement that Carvana provided to me. I like companies that truly care about their customers experience. Carvana will be talked about for years to come with my friends and family. Thank you for making this Gulf War Veteran. Very happy by putting him into his dream car!

3) Part of the excitement about going to the vending machine is to see the car come down when you drop the coin. If the vending machine has been broken for the past 6 months, like the one that we had gone to, then letting us know would have been helpful. The cost of delivery versus the cost of going to the vending machine was the same. I would have opted for the home delivery if I had known that the vending machine was not working. So, while none of these were major points, but I would have given Carvana a solid 5 only if there was no room for improvement. I think there is still some room for improvement.

And think about it, when you're buying a car so we online all of those things are incredibly important because you want to have trust in the person you're dealing with and you want to be able to clearly see where there's a ding on the car or where there's any kind of damage no matter how small and Carvana makes it very easy to see even to the smallest little scratch. They also provide the Carfax report, they provide a limited warranty and they will give you a 7-day return policy no questions asked to make sure you like your car once you get it.

Additionally, their financing process is so fluid and flexible that you may have picked a car, have approved financing and everything is set except for signing contracts, and you change your mind -- they'll seamlessly switch to your new choice and start pricing it out and giving you new terms --- it's amazing and I felt kind of bad for them because I switched cars three times. But this flexibility allowed me the time and space and support to really find what I wanted before I was stuck in the process of buying it. After you've gone through that process they tell you what document you'll need to provide, like proof of insurance for example, And they'll send you the paperwork by a DocuSign. They communicate with you by text or through their great app which you can download from your App store, and you set up your delivery day.

When I read reviews of Carvana other people said the same glowing things that I've said but a couple of people mentioned that everything was very smooth except the delivery got screwed up, not that it went wrong just that it was late. And that's the only thing that happened with mine as well. I don't know if it's different if you go to a vending machine because I had that option, but in my case my initial delivery date that I had chosen got delayed by about 4 days, and then the day of my delivery it got delayed about 4 hours but it showed up on time in great shape and the driver was super nice. And the best thing of all is that they take care of all your DMV paperwork registration, getting your plates, paying the tax all that for you so you don't have to go see your crazy DMV person. Overall I would highly recommend.

Carvana Team members called me throughout day 1 and 2 to check in and they were all so kind, professional, and knowledgeable about any questions I had. The vehicle was delivered the exact time that Carvana committed to from day 1 at my HOME! The car was perfectly clean inside and out, exactly as described online, and there were no surprises. John, the delivery driver was also a pro and Carvana continued to impress me. I had 7 days to make the decision to keep it or have it returned and I am a happy buyer and will be keeping the new vehicle. The bottom line is - a new standard for car purchases has been set for myself and my family! I will not be shopping car lots in the future. My car dealer is open 24/7 online. The entire Carvana Team were Rockstars on my transaction!

Overall I am satisfied, but I would have thought these issues would be fixed when at the same time as whatever issue was found that delayed delivery for 10 days. Overall, I am satisfied with my purchase, but just because the car buying process is made easy, doesn't mean you won't have to put forth some effort and money into your purchase afterwards.

Things were looking up, we scheduled a new delivery date, and were looking forward to paying a fair price for the vehicle, given that it had 3 times as many miles as was advertised. Two days later, the rep from Carvana contacted us again letting us know the credit will not be issued, stating "the vehicle was priced correctly according to the number of miles on the odometer", citing an annotation error on the website. We requested to speak with a supervisor, which was denied. When this deceptive tactic was brought up to the company, they responded with the typical "there is nothing we can do".

Many days later when the car was delivered for the second time, there was damage to the vehicle that was not disclosed on the website, and there was only a single key when the website stated there would be two keys. It was one negative experience after another, with no attempt from carvana to improve the customer experience. For a company that advertises themselves as improving the car-buying experience, it is such a shame that they do not follow through on that promise. We will never work with Carvana again, and I hope those of you who read this will consider looking elsewhere.

I started process on Monday afternoon, got a good price, accepted, and by Wednesday the car had been picked up, money wired into my bank. I hope they start selling new cars. It is about time they stop the scams of "finance upsell" at traditional dealerships. Overpriced "maintenance contracts", "extended warranties", "gap insurance", "gps tracker", "simonex", "vin etch", yada yada yada. I am READY for a new car purchasing experience where I don't feel I am being attacked.

I received an email and text message that the registration was finished in late June and that "Your plates are on the way via FedEx and should arrive within 5-7 business days. A signature is required to ensure receipt." This was incorrect- FedEx delivered this to my OLD ADDRESS in 2 days and without needing a signature! When I called Carvana to try to sort this out I got the "We have completed your registration and cannot help you" line from 2 employees, even as they acknowledged that it was their error. They will offer no compensation for a rental vehicle or taxi service. The only recourse I can see is to call the police and try to get a duplicate tag and title... Don't sell a car with Carvana if you value your time. Multiple mistakes in registration/tag/title process. DO NOT BUY.

I called to find out what was going on. The car failed state inspection and would not be repaired until June 31st. When I had asked about why this had not been taken care of in the two weeks that had already passed I was told "uh, I guess we dropped the ball on that." That was the extent of information they would give. I was offered to choose a new vehicle. Since I had already shopped around because I needed a new vehicle, I knew they had nothing to offer. After they realized it too, there was nothing else to do except decide if it was worth canceling the purchase or wait it out. I waited it out.

I rescheduled the delivery to a day/time that would actually work for us, and waited more. On the day of delivery the driver contacted me to let me know he would be on his was shortly. He then called me to tell me that the air conditioning was not working, but since I spent a stupid amount of money on the Carvana care extended nonsense I could get it repaired at no expense. I would have to take it my local Monroe muffler though. I agreed to accept delivery. Once the driver arrived, the next part went smoothly, the driver was helpful and informative. He took our trade and was on his way.

The Carfax report I was given includes the repairs needed before the car was delivered. They replaced an engine mount, a catalytic converter, marker lights, brake pads/ rotors all the way around, rear Calipers, and also repaired the exhaust. All of these as well as the air conditioning were supposedly checked through Carvana's 150 point inspection. Obviously they did not do the inspection, but certified the car anyhow. The report also shows the oil hasn't been changed since 2019. It's the first time I've actually been grateful my state performs safety inspections. Turns out the local Monroe muffler does not fix ac so I have to drive to the next one 45 minutes away.

Looking at the car from the front it is obvious the car had been in an accident at some point, as the hood and drivers side pillar are slightly askew. That was apparently never reported. It's been a frustrating experience, Carvana takes no responsibility for any of their failures and offers no compensation in any form, even delivery charges. I would never recommend buying a car from carvana, nor would I make that mistake again myself.

Every time it was delayed I received a canned response from Carvana, that it was being delayed due to “Logistical delays”. I understand the shipping industry is strained at the moment, but that wasn't even the issue. It took me calling multiple representatives to finally find out it was due to my state's insurance. It has to extend 60 days past the purchase for Carvana to ship the car. Mine showed an expiration in August, which would renew like it has for 15-20 years. Long story short I called my insurance company, and rewrote my policy, only for another delay. This delay claimed to be something with a title transfer from a third party. The process went so long, Carvana had to rerun my credit for the loan. No apologies, no contact from the company. I guess they don’t mind drawing out a purchase process 45 plus days. “Soon as next day delivery??!”

The delivery guy was the nicest person I interacted with throughout the ridiculously lengthy process. Lucky for me I can compare this process to Vroom, one of their competitors. Earlier in the year I used them to also purchase a vehicle. I was more worried about that process, since they lost their BBB accreditation, but honestly it was a 100% more pleasant experience than Carvana’s. I will not recommend Carvana to my worst enemy, and will not be using them again. Do yourself a favor and a local dealer a favor, buy local if possible. The process will be less painful, I promise!

Was on the phone for almost two hours that night with a few different advocates and even text chatted with three more trying to get an answer/reason why they didn’t show up and more so why no one called me to tell me. My husband had to leave work early to be sure to be at home during the appointment time since his name is on the lease too. They also informed me that my husband didn’t need to be there, but then another advocate said yes he did. No advocate could reach my local hub for a reason but they all assumed that they were overbooked and bumped me off the schedule. They said the new appointment was the earliest they could accommodate a pickup and no hubs near me had any space for a drop off. (I was willing to drive it wherever and temporarily reinstall the license plates to finally get rid of the car in my parking spot). I was also told to call throughout the week to see if there was any cancellations if I wanted.

Every time I called, no advocate could reach someone at the local hub to talk to. I created a new account since my offer date had expired to see if online showed any different time slots, but then that account required even different documents than the first time around. And they called Chase to get what they wouldn’t before (without me even asking)!!! I was baffled why there was so many differences. The new account had a higher offer, so instead of transferring all approved documents to the new account, an advocate transferred the higher offer to my original account since he said they still didn’t have any earlier pick up times.

I was really worried that they wouldn’t show on a holiday, so some hub manager called me a day or two prior and told me that they wouldn’t bump someone who has already been bumped (another advocate told me that 7/4/22 was already overbooked prior to this phone call), and that he knows the woman doing the pick up and that she won’t call off.

Finally pick up day again, and the driver calls me an hour prior and says she’s 25 mins away. She still doesn’t show up until 3pm (but yes, she shows up as scheduled). She has the wrong original paperwork (which I don’t realize until after she leaves since I’m already frustrated), and says my husband isn’t needed since it doesn’t have his info on the paperwork even though he’s on the lease contract. I make sure he signs anyways after I show her the lease contract. (The woman who picked up the car was also wearing longer fitted bike shorts or capris that were see through and showed her underwear [and butt], not professional at all). All is done, but the check doesn’t process on her tablet. So she takes the car, and promises to call me with an update that night and tomorrow. (Not thrilled, but I needed the car gone). She texted me saying that that department is closed due to the holiday and never called me the next day.

I text chat with an advocate as soon as she left so that more than her would know it wasn’t the right amount as well that my vehicle was taken without any valid payment. It takes two days for multiple advocates to get it to transfer to ACH instead of a paper check sent in the mail, and another day for an advocate to reach another manager to get the amount reapproved. I finally get the amount in my bank account on Friday 7/8/22 (car taken Monday). And every conversation I had with any advocate via text chat, online chat, email or phone call I asked for a manager to call me because of all the issues I had throughout the whole process.

An advocate I was emailing told me she had verbal confirmation from her manager that he would call me on a specific day, but then he didn’t. I told her after the weekend and she said she’d follow up again with him and I told her that I wanted this taken care of, but it seems that the only way that I’ll get a call is if I air my concerns through a review that I was asked to give via email. That was the last I heard from that advocate. I finally go to write the review after a few days so I can be more level headed, and the link eventually takes me to the Carvana main page, no place to write a review. Chat with another associate and she informs me to write one on a third party site like Yelp or Google instead if I’m not seeing a place to leave one on the site. So here I am.

It shouldn’t have been this hard for Carvana to buy my lease. It shouldn’t be this hard to reach someone at a local hub. It shouldn’t be this hard to get a manager to call you, or to get one when you call them. There shouldn’t be so many miscommunications. They shouldn’t use the excuse that they let go of 3,000 people in May and they’re still trying to readjust what volumes they can take because of that. But they get away with it because they pay out more than any of their competitors ($3,000 more in my own experience). My household has purchased two cars from them in the last two years, but after this selling experience, I don’t think we will anymore.

The 7-day return guarantee, and their reminder to do so, if needed, on the 6th day is professional and builds trust. Similarly their 100 day 4000 mile limited warranty provided in conjunction with their partner, SilverRock appears to be a solid plan. Carvana ran into some hiccups in timing my delivery and I was told to expect a 3-4 day delay in my delivery just 24h before. Also, they needed to do my funds verification manually for the second time since the agent who did it the first time around did it using my bank's automated system - I found this strange! Sadly their secure, online funds verification partner, Plaid, did not seem to be working, so doing a three way call and providing your personal information (albeit only the last four of your SS no) to my bank while a Carvana agent was on the line seemed rather uncomfortable and insecure.

The tech Carvana uses to communicate, track matters, and follow up is top notch. Delivery by the advocate was smooth and friendly. An excellent experience overall and I guess it is going to be this way going forward as long as they retain user trust (not unlike what Amazon has done)!

Additionally, because of the delay to get things registered and receive plates, I missed out on over $500 of rental income (I rent the car through Turo and literally had to turn down rental bookings) because I couldn't rent it while it had an expired temporary operating permit and no plates or proof of registration (they also refused to issue a new temporary operating permit, citing legal reasons which I was told by the MVED should not have happened) -- I bought the car on 3/21/2022, the temp expired 5/6/2022, it didn't get registered until 6/17/2022, and I won't get the package for 5-7 more days.

I will say that Carvana's customer service was always there to take my call or chat and usually had minimal wait times, but they weren't able to provide details about the status of the registration because they contract out that process to a third party. Carvana needs a new vendor for that service or they need to bring it in house and change the way they do things.

They literally mailed the registration paperwork that they had in my state across the country to New York, to then send it back to my state DMV, and then back to New York, and then back to me. If I had been given the choice to take care of registration myself, I could have walked into my local DMV office and walked out with plates and registration in hand the same day. Instead, I had to go through months of frustration and anxiety, loss of income, threats of having to refinance my loan because the lender hadn't received title, feeling like I couldn't legally drive the car and risk of impound, and the list goes on.

Just know what you may be getting into. With the right expectations, it will be fine and the customer service will be great. It sounds like they are working on improving things, and I hope to read reviews soon that reflect that. But a lot of people have had similar experiences to mine.

Then two days before it was supposed to be delivered, I got a flippant text saying that the delivery has been delayed for ten days, and oh that they are sorry of course. That was the day that I learned that the Carvana Credo is “Over-promise, under-deliver – literally, apologize, repeat.” I immediately called them and said that they cannot do this to people, saying that they obviously need to learn more about logistics (using a Seinfeld-inspired line that “your whole business is getting a given car from point A to point B when promised, and you can’t even do that!”). They were very apologetic, which I learned over the next few days, is their standard approach. After a few phone calls, I learned that our car was sitting in a nearby city about 100 miles away (making me wonder out loud why it would take 10 more days to get it to me, to which they – you got it-- apologized).

After way too much time on the phone, I was able to set it up so that I could go pick up the car in a few days. They promised it would be all set when I got there and that all would be fine, and even said that I would receive $250 from them for my trouble (not even close to covering my time and gas as it turned out, but still a gesture that made me think that the bad times were behind me and that it might just work out).

Then I saw in my online account that they now were changing me $500 for delivery – that is, it went from free delivery to my home to charging me $500 for me to drive 100 miles to pick it up. So another way too long phone call with them apologizing. The “customer advocate” (so much is wrong with this term) said that they would refund me the $500 a few weeks after I got the car. With little trust in Carvana at this point, I did not want to go this route and said instead that they should just erase the delivery fee.

At this moment, I did see that they person on the phone was indeed being my advocate, helping me work around their poorly-functioning company – they confessed that to try to erase the fee, it would put us back at square-one and that I would have to start all over again in terms of arranging the pick-up, perhaps losing my place in line. Wow. By now, I am starting to be in awe about the depth of dysfunction in this company. If I only knew what awaited. As I am driving to pick up the car with my daughter, half-way into the trip, we get a call from Carvana. They apologized and said that the car would not be ready for another week, and they wanted me to know before I drove to the pick-up center (them thinking they were being thoughtful). I told them to hold on.

We pulled over at a rest area and my daughter wisely left the car as I continued the phone call. I admit I lost it, yelling righteously about all that has gone wrong already, that we are going to continue our trip, and that the car better be ready when we got there. By now, a supervisor was on the phone. They said that the car was not at the pick-up center, instead 8 miles from the pick-up center, and that, sorry, I could not go get it where it was. So I suggested without a hint of sarcasm that they send someone over to pick it up and get it to the pick-up center. This discussion went back and forth for a while, and they said they would call me back in 10 minutes. And they actually did call me back in 10 minutes, saying that the car would be ready when we got there.

My daughter and I talked about just forgetting about the car and going elsewhere. (In my many phone calls up to this point, Carvana had suggested several times that I could easily back-out, no problem. I am guessing that this is what they wanted me to do because I was being too difficult for them. Note that I do not enjoy being difficult, it is too much wear-and-tear, but it was the only way to work around all their dysfunction.) But we wanted this car and decided to continue on with very low expectations that we would actually get the car that day. Perhaps that is the key when dealing with Carvana, have very low expectations. This time it worked out. We got the car with no drama with the pick-up. We spent time inspecting it, and it checked out. But on the ride home, I noticed that the car shook some when over 60 MPH. Something for our mechanic to check out I thought.

The next day, our mechanic said most all was great with the car, except that one of the front wheels was badly bent. I guess that making sure that the wheels are not badly bent is not among the Carvana 150 points of inspection. Rather than dealing with Carvana on this matter, I decided to just pay for a new wheel so we could take the car on our vacation. And then await our checks for $250 and $500, along with the registration and title. We again had low expectations that this would all work out, and were especially concerned about the registration and title, given what we had read in the reviews about ongoing troubles with this part of the process. And again, the low expectations trick worked, for everything arrived as it was supposed to.

Was it worth it? Not even close. I would rather do battle with dealers or unknown individuals when buying a used car – at least I would know what to expect. Carvana is not a better way, just a different way to make you feel stupid when buying a used car. Finally, Carvana, I do not want to hear anything from you in response – you apologize and over-promise so much that no one takes your apologies or promises seriously.

Later that evening, I drove the car for about an hour and tested several common driving speeds and scenarios. I started noticing that the brakes would grind when I stopped even at slow speeds, a burning oil smell inside and outside the car, smoke coming from under the hood, and that the steering wheel would stick. Further, the transmission felt like it was also slipping from 1-2 gear, which caused the car to chug, and an alert button illuminated on the dash that indicated that the car was 11K miles over the recommended service mileage milestone.

The next day I took the car to a Carvana authorized repair facility, which means that the evaluation and any subsequent repairs authorized by Carvana’s insurance company (SilverRock) would be covered at no charge to me. The facility checked it out and found that the transmission was leaking so badly that the bottom was covered in oil. They said that the car needed all new rotors and brake pads. They recommended that I take it to a BMW dealership to get a thorough assessment because they didn’t have the parts or the experience to fix.

I asked the facility to call SilverRock to let them know the diagnosis and the facility refused. They said that they didn’t want to wait an hour on hold to speak to someone. Further, the facility said that when they have been able to speak with someone and make the recommendation to refer Carvana customers to a dealership for repairs, SilverRock does not listen to their diagnoses and denies the claim. The facility also said that they’ve evaluated 7 or 8 Carvana cars in the last week and not a single one had been acceptable. This SHOULD have been the end of my relationship with Carvana but I digress.

There are no BMW dealerships on Carvana’s authorized repair facility list so if I would have taken the car there without a referral from a Carvana authorized repair facility, I would have paid $200 out of pocket for a diagnosis bare minimum. I called SilverRock that same day to discuss the matter and they disagreed with what the facility stated about hold times and authorizing repairs. I then ended up putting in a request to return that day with the intent of taking my trade-in back. But…I went back and forth on what to do because I had always wanted a BMW. So, instead I decided to swap the 2015 X1 for a 2017 BMW X1 sdrive 28i with approx. 54K miles that was a bit more expensive because I was still within the 7 day return window.

The 2017 was delivered on July 4 and I noticed a performance improvement compared to the 2015. This car didn’t chug… for the first couple of days. I started noticing some issues the more I drove the car with the most severe being very rough idling and excessive left/right pulling. Instead of taking it to another authorized repair facility, I had a car mechanic friend evaluate. He found that the back rotors need replaced immediately and the tires were close to needing replaced. He also said that I needed to take it to a BMW dealership, especially for the rough idling and left/right pulling. Again, this car supposedly passed Carvana’s 150 point inspection. This was the last straw.

I’ve scheduled a time for Carvana to take this 2017 and give me back my trade-in, which is a 2016 Kia Sorento with approx. 90K miles… that outperforms BMWs apparently. I did decide to finance through Carvana, which was also a mistake because the APR I received was insulting. This was my fault, though, because I didn’t look into other lenders. I wasn’t expecting such variance. I am grateful for the lessons that this situation has taught me but I cannot wait to be done.