Carvana Reviews

After the second time signing, they agreed to everything and set a date for delivery. Working in California and flying to Texas was a big expense to receive the car. A day before delivery date they canceled, rescheduled without a hitch or care, and I end up spending the 1 day I had of free time flying back empty-handed. So I decided to get it delivered to California where I continued to rent a car (does anyone know how expensive that is?) and it turns out that Texas does allow delivery to another state (according to Carvana at first they didn't, go figure). Then they cancel everything and I have to resubmit a 3rd time. They agree to send it to California.

A date of delivery is set yet again, another week goes by and I end up without a car because I get a call saying the car gets shipped to Texas!!! I get on the phone and they can't explain what happened so the contract gets canceled, I have to reapply yet again, resubmit everything, wait for approval, they get the money out of my account for deposit, and agree to ship it. This time it gets canceled again, after another week goes by, and I'm told I have to submit a proof of address, which I don't have because they ask for water, light, bill, and a huge list that requires a person to have permanent residence. The ticket was scaled up to a manager and he declined the other options offered (bank statement and invoice from a mail order). So I get canceled yet again, (are you seeing a pattern?) with a down payment that was debited.

Should a person go through this much grief, wasted time, loss of money, and flat-out rudeness for getting a car shipped? Goodness gracious, I mean really. The last thing I was told was to submit proof of residence for delivery address (which I am obviously unable to do) or the car gets sold to someone else. I think I already submitted more than enough proof of who I am. Now, I just want my down payment back, because going through the whole process again is just painful, and I really wanted the car but is it worth the hassle?

My second experience was VERY FRUSTRATING! My recent experience was when I wanted to trade in my suv for a different suv, which was worth LESS than the one being traded in (I was downgrading and would be getting money back). Carvana’s process for this type of trade-in is ridiculous and is the biggest hassle. Carvana does not process these types of transactions as “trade ins” but as a sale and then a purchase of a vehicle (not sure why) and because of this method, I did not get the trade-in credit and had to pay full taxes on the purchased vehicle. This was only the beginning!

I was then informed that because I had to sell my car to Carvana first, because I would be using the money to purchase the other, the pickup and delivery dates could not be scheduled on the same day because Carvana has to confirm the money is in your account to even START the purchase process for the new vehicle. This of course delayed the delivery of the new car, because Carvana does not pay you until they pick the vehicle up, so I had to wait for the check to clear the bank before they approved the purchase of the new car. This put my delivery date out over a week between pickup and delivery so I had to go without a vehicle during this time. I live alone and had to rely on the kindness of family and coworkers to drive me around and to work.

I honestly do not understand why Carvana’s process is to do the sale and purchase separately when the car being traded in is worth more than the car being purchased. They should just write you a check for the difference upon arrival so the pickup and delivery can occur on the same day. Also, I had requested to speak to a supervisor or manager on multiple occasions during the process and was told one would contact me within 24 hours, but of course I never received a call. If you actually get the benefits of “trading in” a vehicle via Carvana, the process is great but I would discourage anyone selling a vehicle worth MORE than the purchased vehicle to use Carvana unless you have alternate transportation and do not expect a timely transaction as this process is very inconvenient.

The guy told me to send pictures. I sent the pictures, including the from the first day I got the car. He told me that they didn't know if the picture I took was actually from the day I got the car. Mind you I have an iPhone so you can see when the picture was taken. He told me that they would send me $150 when the windshield costs $1400 through Safelite (windshields with tech cost a ton because they have to be calibrated). I get it's after the 7 day window, however, they know that the car was sold with the hole in the windshield. Companies that care about their customers take care of their customers. They've lost me as a customer and that word of mouth that brings in business.

On top of the wheels being WAY out of balance, the shop found the Jeep needed upwards of $3-4k of work, potentially more depending on where the oil leak was coming from. This was all somehow missed by Carvana's 150 point inspection that specifically includes checking for leaks while running AND while parked.. So I returned that to them and had them send a replacement, a 2013 300 Glacier Edition. ONE HOUR before it was to be delivered, they told me on their "final test drive" they found a severe clunking from the front end...and needed to delay my delivery... I like the car, so I waited it out. Once it was finally delivered, it was pretty good. Inspected it like the Jeep, and all it needed was an alignment (HOW DID CARVANA MISS THAT??) and a new radiator cap.

But the problem didn't stop there. Turns out, it is not a Glacier Edition at all. It is just an AWD white 300S. Similar to a Glacier in terms of the features and options, but not the same. The Glacier demands a premium, is a rare special edition, has a unique interior, unique exterior trim styling, etc. So not only did they falsely advertise the car, I imagine they also priced it accordingly. I haven't even bothered to bring it up with Carvana (yet, at least) because I do like the car and can't afford to fuss about with them and be stuck without a vehicle again.

Carvana use to be great. I recommended them to a LOT of people. But now? Avoid. DO NOT buy from Carvana, and selling to them is not recommended either as they will almost for certain offer you thousands under the fair trade-in value.

They made excuses that DMV was slow due to covid but I called DMV and they are not backed up at all. They keep sending me emails that paperwork sent to DVM but each time I call DMV looks it up by VIN and they have never received paperwork. I have been unable to drive a car that I have paid for in cash because I can't get a state inspection sticker without a registration and it's illegal to drive without a sticker. Now there is only 28 days left on the warranty and if it expires before I get an inspection then I won't have coverage for anything wrong with it. It is impossible to speak with anyone who has authority to fix this problem so I have had no choice but to file a complaint with our State Attorney General's office. I doubt this review will ever show up on Carvana's page but if it does I hope it will give you some truthful information on the problems dealing with Carvana.

It took calling Carvana 4-5 times per day every day with a minimum 30 minute hold time to get anything taken care of and still was not able to get everything before the deadline to return the car. I had to drop off the car at a body shop and wait a month to get it back due to the body shop not being able to get responses from Carvana or Silver Rock.

There was no way to speak to the same person twice. Every agent I spoke with and asked for a call back or an email from, never called or emailed me anything. It was like they were off the hook as soon as I disconnected. At times, Carvana would say Silver Rock would take care of it, but then Silver Rock would not have anything from Carvana Authorizing the body shop. Each call required being on hold for 30-60 minutes again and then explaining the issue to a new representative. This was even the case when being transferred back and forth between Carvana and Silver rock. I really didn't have time to spend 5-10 hours on hold per day, but that was apparently what is required if you purchase a car that comes with hidden damages and actually want what you paid for.

After back and forth he said he would note the things and I took the keys. I get an email saying they approved for the driver's side quarter panel to be repaired and wanted me to take it to a body shop. Went to the shop and was informed it would take a week to do and that Carvana didn’t provide transportation during the time I was without the car so I decided I was just going to have to live with it because like many people I live paycheck to paycheck and could not afford to miss a week from work because I didn’t have transportation.

That weekend I finally had a chance to really go over the car. Not only had the driver's side and hood had previous body repair, the roof and deck lid did too. Both bumpers have overspray on them. Last week the clear coat has started peeling on the hood and roof rails. There are deep gouges in plastic trim on passenger front door. Also noticed website and window sticker they showed said car was equipped with the 19” wheel and tire option and the one I received had the 18” option. The driver's seat is torn on the side.

Now I’m dealing with registration issues. When I knew my temporary registration was closing on the end, I daily checked the post sale dashboard just to see they are still processing my registration paperwork and if they needed anything else they would contact me. Temporary registration expires. Still nothing. No contact about it whatsoever. I log in and select their chat and am told to expect and email or text as what I needed to do. Waited a few more days. Nothing still. So I call them. After being out on hold to talk to their registration supervisor the rep tells me they got an approval for an extension and it would show up on my sales dashboard within 24 hours and I could print it. Waited and waited. Still nothing. Waited a week and called back.

Now I’m told, "We’re sorry but they said we couldn’t extend your temporary Arizona registration." I informed them well I’m in Virginia, not Arizona. Then they say, "Well I’m sure if you check you have an Arizona temporary tag on your car." I checked and I do not. It is Virginia. They don’t even know enough about my car or sale to know what state my tag was issued from. Pretty scary to be honest being that registration is a pretty big legal part of a car sale. So now my temporary tag is 2 weeks expired, and there is no promise of when I will get my permanent registration. I’m forced to drive my car with expired registration due to their breach of contract and incompetence. Really wish I had read the reviews out there prior to purchasing from them.

Now I’m left with anxiety and panic every time I see a police vehicle with the fear I will be pulled over. I actually had a panic attack last week when an officer followed me for several miles. Luckily he went by me and left me alone. Reading their responses to complaints it’s always we are sorry customers experience is important to us and our cars go through a 150 point inspection. Both are lies. If they cared about customers I wouldn’t be in the situation they put me in. If their cars went through a 150 point inspection, the things with my car would be noted (although I believe they choose not to disclose it) they say their picture show 2 or 3 of the worst imperfections on a car. In reality they pick 2 or 3 of the faintly visible imperfections and choose not to disclose the worst. My car I could point out 10-12 imperfections much worse than what they pictured.

I have purchased over 50 cars in my life and this has been by far the worst experience I have had, and the first time I have ever had a registration issue. They should really be stopped from selling until they get the registration process figured out because it is a major issue pretty much across the country. They remind me of a fly by night small dealership that pops up, sells cars and disappears before anyone can take legal action against them. That’s exactly what I am now feeling like I dealt with. Shady business practices. Even in the beginning they mislead you. I was told I was approved for Carvana financing and it wasn’t financed through Carvana, but a 3rd party institution. Come to find out their registrations are handled by a 3rd party as well.

If you are thinking about buying from them. Stop. Read the reviews out there. Read how many areas they fall short in what should be the smoothest. They hide things about cars and fail to disclose serious issues. They lead you to believe you are getting the cream of the crop vehicle. I am paying $40,000 for a car that sold for $38,000 when it was new in 2018. They priced the car as it was in excellent condition when it’s a fair condition at best due to the amount of paint and bodywork that has been done and not disclosed on the car. I really don’t see them staying in business too much longer the way they are doing things. Already 1 class action lawsuit in process, several suits settled, licenses to sell suspended in states and under investigation in several others for their registration incompetence.

1. Insurance: Carvana requested providing an insurance valid one day before the car pick-up date. So I did and submitted it. And then, another advocate asked me to resubmit it because it should be valid three days before the car pick-up date. My insurance company refused it because it was not the actual date I purchased the car. So I called Carvana again, and then another advocate told me that one day was acceptable. Then why did I spend an hour reissuing my insurance?

2. Plate transfer: I requested the plate transfer. When I picked up the car, they prepared documents for new registration. I told them it should be the transfer. They rechecked my documents, and then, they admitted their mistake.

3. Inspection sticker: The worst part. When I picked up the car, I didn't see the inspection sticker on the windshield, so I asked about it because I had already paid for it. The person supporting me at that time said I will receive the sticker with registration. As I had already experienced their mistakes, I didn't believe them and then called again before receiving the registration to ensure everything was okay. Then, this person also told me that I would receive it with the registration. Result? NO. So I called them again. Then now, they asked me to prove that there was no sticker when I got the car. I did. Then they said Carvana could lose the sticker during transportation. WHAT?

Then I repeated all these processes to get reimbursement for the inspection I did individually. And result? Still in progress for the refund. Although I provided the state inspection report, including the fee, they needed an actual card receipt as well because they wanted to see if I really paid for this inspection. How can I get this report if I don't actually pay for the inspection? I need to call them again and have to explain all these things again because a new advocate will support me. I can ignore $37. But the reason why I keep struggling with it is that I have felt so bad because of their unprofessional responses. I just should go to a dealership store to purchase a car. Then everything should be completed within a day.

1. A little more clarity on purchase process. When do things need to be signed by? How will drop off work? Maximum insurance deductibles? etc. A couple of examples were that I was very unclear whether or not we would get to drive the vehicle before agreeing to take it until the day of delivery (we did get to), and I got the wrong insurance because they took a couple of days to tell me there is a $1,000 deductible limit.

2. I have little faith in the 150 point inspection. I would love to see more thorough documentation of the inspection. The car also arrived with some minor bumper damage and two pits in the windshield that were not disclosed. I have a hard time imagining a thorough inspection was done if those major things were missed. They are going to cover the bumper repairs though so that is nice.

3. Why e-sign? We were forced to sign all of the contracts electronically, including confirmation of the odometer reading, which obviously isn't possible before seeing the car, before they would bring it. Then we had to re-sign once we accepted the vehicle. I like having the contracts beforehand to go over, but why sign twice, and it felt very uncomfortable to sign on information that we could not confirm.

4. Our drop off driver was not very reassuring or clear. This wasn't a big deal, he just didn't say a lot or seem very interested which made me a little nervous that things weren't going to go correctly. This was a very minor issue.

5. Not all the equipment was included. We got a plug-in hybrid and it did not come with a charging cord. However, after talking to customer support they are sending a check to cover the cost of a new charging cord.

I think it is important to include the caveat that all of these things could be an issue when dealing with buying any used car, and I do feel Carvana is taking care of these issues better than a used car lot would (though I do not have any actual experience buying from a used car lot). I do love how Carvana seems to be a company that cares about customers. We haven't gone for repairs yet, so we will see how the limited warranty and CarvanaCare holds up, but so far they have been decent at fixing any issues that we have had. Though we didn't need to use the 7-day return, it is great to have, and hopefully would have been a smooth process if needed. Overall, I think Carvana is on the right track, and with a little more care and attention to details on the backend they will be able to provide an enjoyable and effortless car buying experience.

Greg **

-- Gotta love the 7-Day Return policy.

-- The Kiosk was understaffed and having technical issues. Doors wouldn't unlock so the only way to get into the lobby was if someone inside opened the door for you. The Kiosk Manager and one other person were trying to handle everything - preparing cars for (immaculate) delivery, working with customers on their appointments, etc.

I wish I could remember the name of the Kiosk Manager - she made it all work - and that is my point in this review. I'm a consultant in Solutions Support so maybe I'm biased but: Tech companies could really help themselves if they accepted the fact that the human component is critical. There are ways where great people (like the Kiosk Manager) can cement the experience that the technology has enabled. These people need systems, processes and support from corporate (which she felt she had but my sense was she didn't). If Carvana can figure out that softer side to their process, this will be huge.

The last thing I was told by specialist my registration is there. All they need is my signature. I offered to go there and sign. They said, "No need. We will FedEx it overnight." I’ve been hearing this since last week. I called again and guess what delayed which is not a surprise to me. I said I’m still being patient. I’m still sticking with this car 'cause I really like it but I have been looking elsewhere but can’t seem to find what I want. Havana no excuse is there working with Illinois with strict rules which they have my car they have my registration. Everything seems to be OK. All they need is my signature so I can get the place but the person and registration doesn’t send me the registration for me to sign because they keep delaying the dates. It’s a never-ending battle. I had two friends and one family member who is going to ride through Carvana at first I was happy with how everything was going but now they see what I’ve been through they won’t bother.

So, I learned very quickly that this was not something that Carvana could just deliver to me and a new key would need to be created. I went to several approved shops and none of them were able to create a new key for the vehicle. At this point Carvana instructed me to go to the nearest dealership which for me was 90 miles roundtrip. I take the car to the dealership, let them know I need a new key and Carvana would be paying for it. A couple of weeks later, and another 90 miles roundtrip I was able to get the second key that was advertised as coming with the vehicle. The dealership also let me know that my air filters were so filthy, that there was no way that they had been replaced prior to the vehicle being delivered to me.

At this point, I decide to schedule a full service on said vehicle to make sure there weren't any other issues and to get the moldy and musty air filters replaced. The mechanic let me know, after inspection, that Carvana had installed a 2013 battery in my 2019 car and that the voltage was only at 45%. Carvana has refused to replace the battery at this point stating that the battery is not covered by the warranty. Terrible and untrustworthy company. Seriously, I will never purchase from them again!!!

They say they clean the car, but might get dirty on the drive. The driver wrote on the origin slip that the car was filthy when he picked it up and there were dings on his form not shown in the pictures online. The inside was also dirty. I took the car to a dealership for an inspection during the 7 day test drive. They said it was a good car, but was way past due for an oil change. The actual car was a good deal.

During Covid, DMVs and Emissions stations were closed so it took me awhile to get the forms needed to send it. They wouldn't send me a new temporary plate. I finally get all the paperwork and send in to Carvana for registration. They say something's missing. I am out of state, so I need to get a form signed from that state saying I am out of state. I got the form signed, the VIN is verified. Good. I send it in. Carvana or their "partner" lose my emissions form. First they tried to tell me I never sent it in. Then they admit it was lost, I need to get another form to send them. I get the form, send it in and wait for my plates. They send me a new temporary plate after telling me they could not send me any more.

I finally received an email and a text saying my registration was completed, the plates were coming FedEx in 5 - 7 business days and need signed for so I needed to make arrangements to be there. I texted and double-checked that they were coming to the right address. "Yes, that's where we're sending them." THREE weeks go by. They stop responding to my texts, I get online with the chat feature. No plates were sent. They say they didn't have all my paperwork and sent something to my loan servicer. So they sent me false information and didn't even let me know what was going on.

I am disgusted with Carvana. The car has been great, when I've been able to drive it. The company is one I would never recommend to anyone. I wish I could give 0 stars. I brushed off the registration issues I read about pre-covid. So this is not due to covid. This was already an issue.

Most people that I am close enough to maybe ask for a ride, have a full-time job and can’t just go drive around. I do hate to ask for help with almost anything, but that is on me. I also want to note that Carvana’s website says that once you are approved, your delivery will be scheduled within 5-15 business days. Again, I was approved just a few days after the original application date, but let’s just say that I was approved on the 15th of April. 15 business days would put my vehicle delivery on the 6th of May. Everything seemed good though, and after speaking with one of their representatives a few days after I was approved, they said the vehicle needs a pre-delivery inspection. Ok, fine, no worries. After the inspection was completed, they would call me to schedule delivery… Another week goes by. I end up calling every day to try and get answers on my vehicle, but all they tell me is that it is in queue to be inspected in Texas.

After talking with someone everyday for almost two weeks and getting the same answer of “we will send a note to the inspection center”, someone is finally able to tell me that my vehicle isn’t even at the inspection location, and someone must get it. My vehicle arrives at the inspection location, and I leave them alone to do their thing. For the record, I was not rude to anyone because I have worked in customer service, and I know that some things are completely out of your control. After I get a notification that my vehicle has been inspected, I call to see about delivery. Delivery to Pittsburg, NH for an extra $600. I understand the fee, not complaining, just want to point out the facts. Every time I talk to someone, they cannot give me a delivery date… but the website says 5-15 days…? Why is this such an issue?

After becoming even more frustrated, I say, "Fine. I’ll pick it up. Where can I pick it up?" “Oh, you can pick it up in Manchester, NH (3 hours south) on the 7th of May!” Ummmm…. Why is there magically a delivery date? And they wanted to deliver it to a Hannaford’s grocery store parking lot too… I am too exhausted by these people to argue. Ok. I’ll be there. Another thing to note is that I have been looking for an apartment to move to for a couple of months at this point as well. I had very little luck due to demand and prices of places. I lucked out and got a place with last minute notice and it was available right away. I moved in on May 4th. Now I have to change addresses and everything, but hey, I’m so much closer to the delivery location of my vehicle that would be there in supposedly 3 days’ time.

May 5th comes around, I’m unpacking, cleaning, etc. I get a notification that delivery has been rescheduled to the 17th of May (a day that did not work for me). I feel like I shouldn’t have been surprised, but alas, I was not. Not the fun kind of surprised either. The kind of surprised you get when something negative and unbelievable happens. I am so annoyed. I call, again, not rude but clearly frustrated. I need a vehicle. I say I am going to get a rental and ask them to pay for it or reimburse me. They don’t do that, but they’ll send me a check for $250. Wow. Thank you for that. My rental was over $1000 and it was the cheapest one I could get while still being able to fit my dogs in there. I mention that I moved too, and the lady said she needed new proof of residency. Well, I don’t have that because I just moved and none of my utilities are updated to my new address. I have my lease agreement, but I need at least two documents with my address.

After disagreeing on some things, I just say, “You know what? I didn’t actually move (as I am standing in my new apartment). Just keep my address as Pittsburg, NH.” "Oh ok. All your documents are fine then," she says to me. I thought she was messing with me. I thought she was giving me a taste of my own sarcastic medicine. Nope. She says everything is fine. Whatever. All I can think about is how much I hate dealing with Carvana and I wish I had just gone to a dealership. I told them the 17th doesn’t work for me and we made the delivery day move to the 19th. Not Carvana’s fault there.

The morning of the 19th comes around after having to drive around in a rental. I have a text message from Carvana… “Your car is being delivered tomorrow” which for me would’ve been the 20th and not the 19th. I text back “you mean delivered today, the 19th of May?” Text reply “Yes.” Ok. But now they need proof of my new address even though they said everything was good. Maybe I deserved this for being sarcastic earlier. Whatever I sent, (I don’t remember at this point, but I know I was following their directions) wasn’t going to work. Fine. I send over my internet service contract (not the actual bill) because my bill has not been published yet since I just moved. Both this document and my lease have the same zip code, but one says Concord and the other says Penacook. They share a zip code. I know they can hear the strain in my voice because it is the 11th hour, and I feel like once again, Carvana is going to screw me over.

I ask them to think logically. If you type in 03303 into Google, it lists multiple towns in Merrimack County of NH. No. They need two documents with the same city/town on it. I am scrambling to change any of my utilities to Penacook and hope that I have two documents with either Concord or Penacook as proof of my address. I am also scheduled to have a meeting with my supervisor over Microsoft Teams while all this is happening. Luckily, she was very understanding and patient. Still, not a good look to handle other business during your work hours. I finally get them the two documents and after about 2 hours of this, they accept what I sent them. In my opinion, at least one of the documents was not as solid as something I had sent them previously, but they denied the one that seemed more solid and took this new one.

I could hear this man’s supervisor in the background, and she sounded like she had some kind of complex about being in a position of power. That is also my opinion, and I don’t have anything else to base it off of. Take it or leave it. The delivery guy calls me and sends me a picture of something missing on the vehicle that a claim will be submitted for, or I can wait and have them fix it today. I’ll submit a claim. Just please deliver my vehicle. Instead of bringing it to Manchester, the guy delivers it to my door, for which I am thankful. However, up on the flatbed, I notice a panel that appears to cover the tie rod on the passenger side is missing a bolt and hanging down. I mention it. It gets brushed off.

I also notice some chips and scratches that were not divulged when I first looked at the vehicle (internet pictures). I took pictures and I will see if it is worth arguing with them over. Probably not, judging that they only gave me $250 towards a $1000 rental (I do not have that check yet either, btw). They gave me two, $25 gift cards, topped off my gas tank, and delivered my vehicle to my door. They told me over the phone previously that the gift cards could be used for gas. The gift cards were nothing I could use for gas, in actuality. They were quite specifically for Fandango movie tickets and the other one was for a group of restaurants. I don’t usually pay to watch movies, but if I do it is from the comfort of my own home, and I rarely go out to eat. I enjoy cooking. Anyway, I really could have used the gas cards. The average price of gas in NH as I write this is $4.676.

I also signed all the documentation that they brought so that I could have my vehicle registered after the 7 day try-out period. The delivery guy installed the 10 day temporary plate on my vehicle after I signed and he looked at the documents. Update 5/26: 7 days since my car was delivered. I like the car, but it does need some work. Some minor cosmetic issues and likely an injector issue. The vehicle skips when I accelerate. I am having it looked at tomorrow through an approved repair location, that SilverRock (the Warranty Administrator for Carvana) has listed. This morning I get a notification that Carvana will be sending ALL of the registration documents to me because they don’t have them, and they need them signed by me. I already did that at delivery but ok. They say it’s maybe because my address has changed. Ok, well we went through that extensively on the day that my vehicle was delivered via phone.

Again, I signed the registration documents that they gave me when my vehicle was delivered. One of the documents that I filled out when it was delivered was also a NH change of address form and I gave that to the delivery driver. So now I have to get this new registration packet via mail, and send it back to them. I will never go through Carvana again. The most frustrating car-buying experience I have ever had, and I feel like that is saying a lot. Sometimes in-person dealerships can be a lot of hassle. Nothing I have ever dealt with has come close to this experience. Carvana is a complete joke of a business. I absolutely do not recommend them to anyone, ever.

I noticed later that there were some imperfections that weren't documented on the listing. So I entered the info on Carvana's site. A short while later, received an email from the warranty center to contact a local body shop and see if they could work with their requirements. I called the one our company uses, and he was happy to. Drove over that morning, he wrote up an estimate and sent over to the warranty company. They approved a short while later. No dollars out of my pocket! Loving the Jeep and have been telling others to check out Carvana!

They pushed out the delivery 1 week to allow for repairs to be made to "ensure a seamless delivery this time". The day comes for the delivery and guess what, I get another TEXT MESSAGE that says the vehicle delivery date has been pushed out 2 weeks this time. I had to call to get details. Meanwhile I'm renting a vehicle because this is to replace my last one that was a total loss from a car accident, which I wasn't at fault for. Carvana said "Don't worry we will give you $1,000 credit after delivery to help offset the cost of the rental.

Which leads us to today... 1.5 hours before delivery I get a phone call that the vehicle still won't pass emissions and the vehicle delivery date will be pushed again. I called the main office and canceled our order and was told that I will not be reimbursed the $1,000 or given any compensation for our inconveniences. So we basically paid over $1,800 to be treated with terrible customer service and missed time at work, not to mention the arguments and stress associated. I ask you Carvana, what will you do to make this right???

Tried to log on and sign it, system was down…Talked to customer service again, no record of the documents we signed and could not get the system going for us to sign again. What kind of business is this? They just lost 20k cash and a person with excellent credit. The customer service person was apologetic but it’s a lot of hot air and one entity doesn’t speak to the other, not to mention the tech issues they’re having. Take your business elsewhere. Not worth the headache!

* They even somehow navigated the adventure of Massachusetts RMV with ease. Car was delivered with plates in hand. I was signed and done.

* My lone issue was a single delay in delivery. I purchased on a Saturday. The car was due to be delivered on Thursday. But Thursday morning I received notification it was delayed until the following Tuesday. That said, when I did call right at 9am and talked with a rep they were extremely friendly and knowledgeable and promised me the lone cause was just they didn't have a delivery driver (almost like he called out sick). And honestly in today's times this is understandable with everyone being short staffed. My only complaint was it would of been nice to know the day before as of course I had to arrange my day (home from work, kids etc...) All in all, as long as the car functions as it should (2019 Volvo with only 20k miles) and I get a few years with no large issues. I will %200 use Carvana again.

Clearly this car is not safe and I returned home and called Carvana. They told me they would bring back my trade in the following Friday (1 whole week later), and I was like okay, as long as I get my safe car back. So I called on Monday and confirmed the trade in is coming back, and everything is okay. The advocate told me my car was coming back. So it eased my worries.

Fast forward to Friday after being home all week because I was stuck with an unsafe car and Carvana had my trade in… They show up… WITHOUT THE TRADE IN!!! The driver doesn’t even have a clue where it is. NOTHING. It was SCARY!!!! So after an hour standing there while she calls customer service, she just tells me there’s nothing she can do and to call Carvana. SO I did. I called and got an advocate that promised that they would call me back later in the day for a courtesy call, but never did. the next day I waited for a call (I can’t go anywhere 'cause Carvana has my good car), and they never called.

I call back later in the night to a different advocate, and they said the person that promised me a call back would not be in until Tuesday... Keep in mind this is Saturday. They had no update. I am FURIOUS. I will never ever ever do business with Carvana again. I will tell every single person I know about this story and hopefully no one that I know does business with Carvana. They are terrible. Who treats their customers like this? I’ve had conversations with about 5 of their advocates, who ALL NEVER KEPT THEIR WORD. Now I’m just sitting here writing an angry review about a stupid company that will never pay any mind to me.

Please. If you are reading this. Just go to the dealership. It is not worth this stress. This company is terrible. Just go to the dealership and get the dang car and haggle with the salesman, they will never treat you the way Carvana treats their customers. Please just go to the dealership so my pain does not go in vain.

We called 5/17 and they claimed they did not have copies of our contract in their DocuSign system and re underwrote our loan, and since our score dropped due to credit pulls(due to car shopping) the interest went up 5% and we needed a larger down payment! BS. we already have a signed contract and now they are penalizing us for their mistake of deleting our contract out of DocuSign. The 3 day right to rescind expired last night, found out today they sold the truck. So they waited until the last moment then changed the terms to trap me into a higher rate and down payment, because they lost the contract. so they claim. Hired legal counsel today and will be suing them. hire an attorney if this has happened to you, this could turn into a class action.

Original Review: May 18, 2022

I purchased a 5 year old vehicle with low miles as a second car. At delivery the low tire light was on and it was not washed very well. After airing up the tires I didn't notice any significant issues with the car. A few days later I took it on my first highway drive and immediately noticed a vibration. I took it into my dealer and found all 4 tires have flat spots from sitting for long periods. I called Carvana customer service and was assured that since I was reporting this issue within the 7 day return period they would get the tires replaced, even though they are considered a wear item. They extended the 7 day period to get this resolved.

My dealer then called in the claim to SilverRock as instructed by the Carvana team. Only one tire was approved. I called back to Carvana and was transferred to SilverRock. SilverRock then transferred me back to Carvana stating they couldn't do anything about the issue. I was then told by Carvana that they had no influence over the decisions made by SilverRock. So even though I was promised by Carvana that they would take care of the issue, it wasn't. Ultimately I decided to keep the car (everything else seemed to be fine) and incur the cost of the tires. I believe SilverRock's claims process is designed in a way to deny repairs. I have zero confidence in Carvana or SilverRock should I have further issues.

That is a bold face lie. I talked to CarGurus and they confirmed that the dealer and ONLY the dealer can manipulate their listed prices and fees. Just to see if it was a fluke... I went the through the entire process with my 2nd choice car that was ALSO listed as "free delivery" and was met with the exact. same. lie. This is not a glitch - this bait and switch tactic is absolutely on purpose - deceptive trade practices worthy of a class action lawsuit for all of you guys out there that felt trapped or gave up and just gave them their $500 (or more) delivery fees. These guys are fraudulent.

As May 6th approached we were then told it couldn’t be delivered until May 16th with no explanation. Is this because of a mechanical problem? Is it logistics? Is it something else? We tried getting a hold of a human being to explain and we were unsuccessful. Now we’re in a position to switch cars, ask for favors, get rides with friends to accommodate not having a car that we had paid for weeks ago. Now, it’s May 16th and we were just notified the car cannot be delivered today and has been pushed back to Thursday the 19th, which I don’t believe for a single second. Don’t use Carvana. Go to your local car dealer who needs the business and supports your local community, at least you’ll have a human being to deal with when problems arise.

I spoke with Tiana at Carvana today, 05-16-22 and informed her of the issues. I told her that I was confused on how they can sell a car without inspection. I told her that I lost my brakes and smashed into another driver. She apologized and hoped everybody was ok. I told her I wasn't being serious but it could have happened because my brakes were shot, or maybe something else faulty could have caused an injury and that's why I couldn't understand how they can sell vehicles without inspection.

She assured me that Carvana does a 150? point inspection on all of their cars. I said that's a bunch of ** because if they inspected MY car, they would have noticed the front brake pads were shot! So the outcome is that because I live in Pa. it's my responsibility to maintain inspection/emissions. DUH. Which I'm sure it's everybody responsibility in every state to maintain inspection/emissions. So whoever did the "150" point inspection on my car, lied! They lied about the inspection, oil change and detailing. Because of the interior of the car being dirty, I am supposed to be betting a $100 refund which should cover most of the Pa inspection/emissions provided nothing else fails!

BUYER BEWARE! Check everything. I knew the brake pads were bad before I test drove the car. The cleanliness and other services that were never address are not 100% Carvana's fault but the fault of dealer responsible for pre delivery. The only Plus to this experience is that they delivered the car to me. Most pizza parlors deliver but their food isn't always that great. I'm aware of a lot of customers complaining about how they never got their registration either. I'm waiting for that next.

On the 6th day, "AC off due to high engine temp" came on. My car had not been running all day but the warning light was on (and still is). I called and texted the customer service number and they advised me to put in a call to a silver rock service provider only to arrive at the shop and they tell me they don't accept the coverage!!! I then call Carvana back, explain this, give them the names of the repair shops that would not service my vehicle, the representative processed to call on my behalf and got the same response. They said they would reach out to a dealership and request they run a diagnostic test (no cost to me) but just know that the document could take 24 hours to be received, however I should call to set up an appointment.

I call the dealership (hours later for time sake) and they have no idea what I'm talking nor did they speak with anyone from Carvana. I call back again. The representative has no idea what I'm talking about, tells me my 7 dmbg ended the day before and there are no notes saying there was an extension (I have two emails which say it has been extended). At this point I'm completely floored and request the car be picked up immediately and no I do not want a replacement. I don't know how they got 5 star reviews with this kind of customer service.

Also, I purchased a second car and they told me my rates, down payment, and monthly payments before ordering which I agreed to and signed the documents. After a couple of days they want me to put a 2k+ down payment (when it was $0) or I will lose the car. My recommendation, instead of these people “driving you happy”, they will “drive you crazy” so, take your business elsewhere.

Not to mention the woman who called was curt, could not be bothered with what I had been told 12 hours prior and was otherwise completely unhelpful after telling me incorrectly what the law in my state was. I asked to be called by someone at higher level of customer service, was told they'd call, and it never happened. Unfortunately as the consumer, in the end, there was nothing we could do about the situation, they didn't do what they said, they didn't provide the service they initially promised and there was obviously no communication between the people we dealt with.

I called Carvana customer service to get my money back. A lady, Carvana, said to send me a check after I purchase the vehicle and a 7-day money-back guarantee. I told her that I had already talked to the guy at Austin Carvana that I won't buy the vehicle because of the issue. It is true that Carvana had already inspected, and the vehicle passed a 150-point inspection but didn't start at all. Who wants to buy that car?

The lady said if I don't buy the car, then Carvana won't be able to give me a check (money) because it is attached to the vehicle purchase. I was really pissed off because she repeated the same thing and was not kind at all. I planned to buy two cars from you, but bye-bye Carvana. I never ever buy any car from you and tell all my friends and people about this. If you are reading this, trust me and what others said here. Do not buy a car from Carvana. Not responsible at all and no professional at all and no kind at all!!

Original Review: May 11, 2022

I may give it a Five- I really want to because the bottom line is Carvana got me a great safe car 2020 Nissan Sentra. Really happy the first week so far-I'm not anticipating any problems. Carvana's program is a strong foundation and this company continues to grow. The only hick-up is they need to be completely open with exactly where your car is in real time. That's it! If they can do that on a dashboard- the sky's the limit. Be upfront- buyers know there are delays in today's world. I must say my car with the plates already on (not a temporary plate). Once you have your title in hand- ONLY then can you grade Carvana note: 4 now maybe a 5 later. Incidentally- the employees of Carvana are outstanding

Warranty work is covered mostly by Tires Plus and Firestone, neither of these facilities can properly diagnose and repair necessary bodywork. I've run out of my 7 day exchange on the 2nd car and didn't want to roll the dice to be stuck with a 3rd under inspected car (no 7 day exchange on #3). I a now reliant on finding a body shop locally that will work with the 3rd party car warranty company to fix the issues with the 2nd car. Now the wait is on for the title and registration process...

Original: Dealing with Carvana was a bad experience for me from the start. As a disabled person, they required additional paperwork for financing that would not be required for other applicants. They delayed delivery date of the vehicle five times, requiring me to constantly rearrange my schedule. The vehicle that I purchased came from a dealership. Do NOT purchase a vehicle from them that comes from a dealership because they have never laid eyes on it. They say the vehicle has been inspected but they don't know for sure. The vehicle that they delivered to me had been wrecked, had deep scratches all over it and had a bad dent. The front and back bumpers were going to need to be replaced. When I spoke to their insurance company, they were going to use after-market parts to fix it. Then the oil started leaking.

I put two quarts in the vehicle in three days. I rejected the vehicle, which they allowed, and they sent a replacement. This vehicle is in good mechanical shape, but beware...they acknowledge some exterior issues, but not all. The ones that they identify are not always what they say they are. A chip in the paint on my vehicle did have chipped paint where there is a dent. They didn't mention the dent. They also don't mention any cosmetic issues on the interior. The storage area was scarred badly on both sides, like the previous owner threw their luggage around in there. Just be cautious. Their financing rates are not competitive and the payments seem low but they stretch them out five to six years, where you will end up with an upside-down loan. They say they give you a seven-day trial period, but cut mine off a day early.

Once your vehicle is delivered, you can't call them. Your calls have to go to their insurance company. I actually used my landline to call them so they wouldn't recognize the number. They gave me a two-day extension to finish submitting my complaints, but they are hands-off on these decisions. They take no responsibility, but hand these decisions to their insurance company and say that everything is up to the insurance company. So many things. Not worth the hassle. You think dealing with a car salesperson at a dealership is bad? I will never purchase anything from Carvana again.

Carvana has sent many forms and applications for me to sign and send back and I’ve even sent in multiple documents that they were requesting, which were all correct and I’ve yet to receive a hard plate tag! My mom even tried to walk them though the process of correcting their mistakes and getting my paperwork in because she was the deputy tag agent at our tag office for 35 years! Being an out of state Dealer or online Dealer doesn’t make a difference. Laws are laws and if it’s don’t write everything will be smooth!

All of the excuses they’re saying and the run around is absurd! It doesn’t take that long to correct the issue so a rebuild on a purchase for 9 months is unnecessary, ridiculous and just another excuse to cover their mess ups!! All we’ve been getting is the run around with these folks and now we see we’re not the only ones either! Oh and the last set of temp tags has expired and I’m not able to drive the vehicle without getting ticketed for expired tags. Someone needs to do something and stop avoiding the issue.

Original Review: May 10, 2022

This is my second purchase from Carvana. This time the car I purchased has some serious issues, transmission jerking, loud engine sounds. I traded my car yesterday, and drove the other car a lot yesterday, and last night. I want to return this car, as I do not feel it is safe to drive. I want my trade in returned to me, so that I have my safe car back in my possession. I called today to state I want to return, and want my other car that I traded. Now I have to wait 4 days to get my car back from them, and I live only a few miles from one of the Carvana lots, and I am sure my car is there. Just bring me my car back, and take this one and do a real inspection on it before selling it to someone else. I have a kid I have to get back and forth from sports, etc. and now I don't want to drive this other car.

I was told it will be this long since it was a trade in... That does not make any sense, I do not want this car. Bring some papers, let me sign them, and leave my nicer car back in my possession, since it is actually still my car. I even offered to go swap the cars myself, and was told the date will still be the same. Not happy this time, I was happy the first time I purchased from Carvana, and that is actually the car I want back. It seems that if they want happy customers they would do whatever it takes to fix an issue. This one is easy enough, bring back my car and take this one back.

My first purchase from Carvana was fine, and I have recommended them to others. I will not be doing that again. I also asked for an email confirmation of the delivery/pickup and was told they cannot send me one. However, I was receiving emails and texts after I purchased this BMW that is now going to sit in my driveway for 4 days, 5 days total. It was even jerking when I was trying to move it into the driveway and out of our way. Not good, not happy. I am not driving my child around in this car.

On the morning of the new delivery date, April 30th, the driver called to inform me the Chevy was damaged in transit (picutres showed an 4-5 in. hole had been punctured in the front bumper) and I could either have them fix it (leaving me with the F-150 for another 2 weeks) or I could accept it and go through the claims process with Silver Rock to get it fixed. At that point, I decided to decline the vehicle and convert my trade-in to a sale. The gentleman I worked with to convert it assured me that given the prior issues a rush would be put on this sale and I should expect the check in 3 business days, which would be Wednesday, May 4th.

The check did not arrive so I called customer service on May 5th and was placed on hold for over 20 mins; eventually hanging up due to work obligations. I called again on May 6th and was assured the sale had been processed and the rep said they would email me with a tracking number. I never received an email. I called again on Saturday, May 7th and was finally able to get a straight answer on the check status, which was that it hadn't even been issued. I was once again assured that they would expedite this, it would be ready for FedEx to pickup that afternoon, and they would send me a tracking number. I got the email with the tracking number several hours later and it showed that the shipment hadn't been created until after 5pm, which meant FedEx didn't collected it.

3 business days have now turned into at least 7 since the earliest the check will arrive is May 10th. I have been without a vehicle for over a week (and really closer to a month because I avoided driving the F-150 as much as possible to reduce the risk of getting stuck with it). I have agreed to the purchase of another vehicle from a local dealer, but can't take ownership because of the funding delay. Carvana talks a big customer service game, but their actions fall woefully short. There has not been a single solution or restitution of any kind offered. This has objectively been the worst experience I've had with any company. I strongly recommend avoiding doing business with this company.

The tags took about 6 weeks to arrive (a lot longer than what it would've taken going with a local dealership), but they extended my temporary tag while all of this was being taken care of. The mail service is very slow these days as well. Didn't have to call to have it extended though. I've heard a lot of people have issues with late deliveries, not receiving tags, etc. Fortunately, I guess I'm one of the lucky ones.

Would've given them 5 stars were it not for the headache dealing with their warranty company. Had the vehicle checked out by a mechanic, and all seemed well. Drives great. All in all, I'm pleased with my experience. I think some of the registration issues people have may stem from having to get those forms notarized so they can register your vehicle with the state DMV. They don't explicitly ever tell you you have to do this. If you don't notice it on your vehicle sale dashboard, you might not ever get properly notified that it has to be done. Seems like a very important step for them not to email or remind you about it.

As I am waiting for the second vehicle to be delivered (requested a return of the 1st vehicle obviously), they once again told me I will have to wait an extra week from originally agreed upon delivery date. Now this is almost three weeks for my family to be down to one vehicle. What do I get from Carvana? "Sorry". Horrible customer service and ZERO help from them. Basically, they said Good Luck! 150 point inspection? No way. There is no way they did that on the first vehicle I agreed to buy. Zero chance. They don't care. My family was at risk in that vehicle and they just tell me that they hope the second vehicle works out better for me. I just don't know what else to say. I would never recommend anyone go through this or use Carvana. They don't care, I am sure (and have been proven right by their responses). Horrible business.

Anyway, Carvana's on-line site was the most understandable and easiest to work with out of all of them I checked out. The filters available made it extremely easy to find what I was looking for. Now that I found the vehicle I wanted, came the buying process. OMG-what a breeze that was. I had my financing approved through the company Carvana deals with just like that, or I could go with other options, if I chose to do so.

I just set my down payment amount and they adjusted my monthly payments accordingly. Now for the big experience...once I clicked on purchase - a Carvana Associate contacted me and we were off to the races - what a breeze. They handled everything on their end within 24 hours. But back to the process - once I agreed to and docu-signed everything - I chose my delivery date. Any questions I had, or even came up with were handled immediately. The vehicle was delivered 30 minutes within the specified time - that is unbelievable - and no money changed hands until I completed my 7 day free trial with the vehicle. I was so happy with their customer service and the vehicle, that I contacted them early and stated I was extremely pleased and that I was keeping the vehicle - but they said I still have several days remaining on my free trial...lol

Yes - I had one issue, the vehicle was transported through two locations and somewhere along the line an associate put a small chip in the paint and scratches on the rear bumper. The delivery man pointed them out to me and said, "That was not up to Carvanas' standards and that he reported it to their insurance. The insurance e-mailed me the next day and everything was approved for repairs at no cost to me, except for a little bit of my time... Carvana and all your associates -I could not be more pleased with everything you have done, I am extremely happy with my purchase through your company...THANK YOU! I would give you 10 stars if this review system would allow me to. Now and always - a member of the Carvana Family - Jeffrey WVE

Then the horrific transportation delays began, I waited 77 days from my original scheduled delivery date of January 27, 2022 with text statements from Carvana such as: (1) We know that you could have gone to another dealership by now, so we wanted to say thanks for sticking with us. (2) The delivery of your BMW 7 series has been rescheduled... (3) Your BMW 7 series experienced a transportation delay, we sincerely apologize for the delay and appreciate your patience, if an earlier delivery becomes available, we will absolutely get in touch with you.

My first delay/push back , at the last minute (the day before 1st scheduled delivery date of January 27, 2022) January 26, 2022, I received 7 delays/push backs before final delivery: (1) The next scheduled date 02-14-2022 (disappointment to me and my wife, sweethearts day), Valentines. (2) 02-22-2022, (3) 03-02-2022, (4) 03-08-2022, (5) 03-22-2022, (6) 03-30-2022, and finally the arrival/delivery date (7) 04-14-2022.

They offer Gifts and Reimbursements (G&R's) if you request and management approval is given, and after all the delays and compassionate text messages stating that Carvana appreciates my patience, partnership, and apologies for the delays, a manager in this billion dollar industry named (Mollie), decided after my 7 day return period, to disapprove a (G&R) in the amount of $425, and lowered another (G&R) from $100 to $65 for the lack of a spare tire/changing kit, that was pointed out during my delivery inspection by the delivery driver Alejandro (Alex), again these were pre-approved amounts that were emailed to me, this didn't seem to be appreciation. I expressed my situation with a colleague (Kelly) she experienced a 2 week delay, complained, and received a $250 (G&R) with no problem, good thing for Kelly that Mollie missed that one.

I would like to thank Alejandro (Alex), the delivery driver, he assisted me with my inspection of this vehicle and didn't rush my inspecting the vehicle, he was courteous and patient, thank you sir! My customer advocate (Robert **) that took over assisting me about half way through these horrible delay experiences was/is awesome. He listened, responded to all my emails, and kept his word in returning all my phone calls, unlike management. He continued to apologize for my delays, reached out the HUB, and updated me again and again, he made these horrible delays easier to deal with. Robert definitely epitomizes customer service, a man of his word! Thank you Robert **! You are a true asset to Carvana and their unappreciated Customers, like me. Maybe Mollie will approve Robert receiving the $460 that I was so easily cheated out of, he deserves it! Paul D.---Houston, TX

Speedometer light went completely out, the leather on the driver side seat is torn and the driver's side door would only close after I tried to close it three of four times, the passenger door power locks won't lock anymore. There is no way they did a 150 point inspection on this car. The problems were so obvious, how could they miss it? Still in my 7 day period, and I know why they give you 7 days, cause they are not inspecting these cars, but leaving it up to the consumer to inspect them, and hoping they are just desperate enough to overlook the glaring issues.

I decided to move to the next vehicle, another Kia Forte 2016. Granted, each vehicle will net you a week wait or more for delivery. This vehicle was scheduled for delivery, and I figured I was good to go, NOPE, an email awoke me with information of a 45 day delay to deliver due to....glass. That's right folks. "Glass". Nothing followed. I spent several hours trying to figure out what was wrong, and why such a long wait, to no avail. This leads me to vehicle number 3.... This vehicle was ironically set to be delivered TODAY, but as usual, a phone call was received to tell me there was ANOTHER delay of 2 weeks. This was due to ANOTHER engine issue, and the 2 weeks was the delay for a diagnostic, not the actual repair. LOL. Which leads me to vehicle 4....

This was placed today, and delivery is for May 10th. I have to say, I am not confident at all this will go any better than the first 3. You are probably asking why I would bother to continue on this Trial of Job experience with Carvana. Well, they have promised me compensation for all my suffering and delays. Ironically, I have spent about 30 hours of my time, including 2 days off to receive these deliveries. Their compensation of 990$, while nice, does not really cover my expenses at this time, and now that I am elbow deep, what do you do>???

Insurance on a vehicle I cannot drive and is sitting in my front - 146$

Dealing with a heartbroken teenage girl - There is no compensation for breaking her heart.

*Customer Service - Their people are extremely polite and professional

I am still incredibly upset that I have had to go through this litany of crazy, and I am obviously not the only one.

I personally gave the car a thorough inspection and found a few issues. The radiator cap seal was faulty, which could have caused low coolant and overheating. The oil dipstick tube was dented making it impossible to read the engine's oil level, and low engine oil could turn into a huge problem. Carvana did have a new windshield installed, but the installers did not reattach the hood cowl, and apparently they discarded the bolts needed to attach it properly. All the fluids in the car were visibly dirty and needed to be replaced (engine oil, coolant, brake fluid, transmission fluid, gear oil). I am able to fix all of these issues myself, but the customer experience doesn't meet my expectations for buying a car.

In contrast, the interior of the car was impeccable, indicating that Carvana is capable of paying attention to details in the areas that they think the customer will notice most. And at least I didn't have to spend time in a sleazy car dealership, which is something. I honestly can't say that I would recommend Carvana for a used car purchase. I survived the process and eventually got a car that I liked, that needed some repairs and maintenance. But attention to detail in the mechanical inspection is lacking as is the overall customer experience. Buyer beware.

Frustration level is now over the top. Almost cancelled the deal. Prayed for patience and decided to try ONE MORE TIME. New date was 04/22/2022 again, arrange life around the date to be home for delivery, sign yet another set of contracts. Getting notices from insurance I will be penalized because I haven't hooked up my safe discount device. The tracking app on the mobile site does NOT work the day of delivery. You do get a text from the driver when he is like an hour out. On the day of delivery, it actually made it here. The driver was AWESOME. We went over paperwork. He explained they would debit the 1500.00 after the 7th day and I have made the decision to keep the vehicle. Perfect, set up a transfer for the day before with my bank. Then the debit goes through on 04/25/2022 (not the 7th day) causing overdraft transfer charges on my checking account.

Now I've paid for insurance a month for a vehicle I didn't even have possession of yet, got overdraft charges as the debit came out 3 days early. Carvana checks in after the "sale". They asked what they could do to make my experience better, I said, "Reimburse me as goodwill the month of insurance 68.00 and the 50.00 for overdraft transfer fees." Instant response received "Thank you for choosing Carvana! I'm sorry to read that. Unfortunately, we're unable to refund that."

The ONLY reason I gave this a 3 star was because my driver Cory was amazing, the rep who handled registration, Shelby, took care of everything in a timely manner and my plate arrived yesterday and lastly my vehicle was as promised when it finally arrived (I took it to my local mechanic for a full inspection.). As far as Carvana, would I buy again or refer people, likely no I can't trust they would provide a better experience than I had and I wouldn't want friends and family experiencing the same frustration and out of pocket issues on such a major life purchase. Good product. They just didn't deliver on their service commitment or customer satisfaction promises.

Our bank was even embarrassed for them when they said they lost the check. So, if you want delay after delay and the complete run around- Carvana is for you. If you want to gamble on the vehicle's condition when it shows up- Carvana is for you. Oh, the 7-day return guarantee- you'll be out the shipping which will likely be over $600. It is really a shame this company is run so poorly. I cannot even imagine the disappointment we will have when it does show up based on the other reviews. Here comes the "we pride ourselves- contact customer service- sorry for the inconvenience.....blah…blah….blah".

They rescheduled me for 4 days later on Friday afternoon. I had to cancel my vacation on Easter weekend because I didn't have my truck and couldn't put added miles on my trade-in. Then I ask to be compensated. I was told it was against the law for Carvana to compensate me for their error. Caesar also told me it was against the law for Carvana to give me the trade-in price that Carvana offered, and I had a copy of it. Caesar keeps using the term "it's the law" as an intimation tool, so I would not ask questions and go along with what they say. Caesar also told me that the delay was Carvana's fault, which happens all the time. Other employees confirmed this and added they do nothing to correct it because they don't have enough employees. An employee said they don't want to pay employees the extra hours because someone else will buy it if someone turns it away.

After the days of phone calls and hours on hold, me and employee Susan straightened out my contract. She got me the right price for the trade-in I initially offered and found it when she looked it up. Along with the deferred payment, I took off a warranty that I didn't need because my truck was still under the manufactory warranty. I signed it electronically, with Susan walking me through it. I still have not received a copy of that electronic contact or the recorded conversation I keep requesting. I bring this up because the lender told me they have different numbers for my first payment date, the loan amount, and the trade-in.

Also, they claim they do a 150-point inspection, but the oil is at 1%, and I found French fries under the seat, so how well did they check it over. I asked how things worked so I could evaluate and see if things worked because there wasn't an owner's manual and was told to go to the dealership. (Dealerships won't help you or give you an owner's manual) And a chunk missing out of a tire, to name a few issues. I brought this up to Carvana but can't get a manager to call me back. I am constantly told that Carvana has assigned your case to one of our Advocates, who will contact you within 48 hours. I have only had the truck for 13 days right now. I have spoken with many great Carvana employees who were very understanding and sympathetic, but they were unable to help.

I have spoke with 3 different agents 3 different days and each told me it would be available within 24 hours to print. Now it is expired and I still don't have a replacement so I don't get pulled over and a ticket. I was told they are backed up and unable to put a "rush" on this even though I was told it would be available already. Fingers crossed I don't get pulled over and have to pay a fine on top of the car payment. Very frustrating, I'm glad I reached out because they never emailed or reached out like they said they would.

Also, with each call I made to Carvana, I started over with a new, uninformed Carvana agent. It would be better, once problems arise, to dedicate a single Carvana agent. I sought compensation for my lost work hours, waiting for my car. I was offered only $25 for the loss. After twice rescheduling, Carvana offered $250 but said this would not be removed from the vehicle price, but instead mailed to me 45-70 days after my 7 day g'tee expired. I am not confident that Carvana will follow through with this reimbursement, and now that my 7 days are passed, I will have no recourse with Carvana should I never see the check. I can only wonder what Carvana communications would be like if I had to return a vehicle, or exercise any of their warranties/coverages provided at time of vehicle purchase.

When the car was delivered the process was smooth but I noticed a large scratch on the roof of my car that wasn't mentioned when I bought it, as well as other exterior imperfections not mentioned. I had to go through their company to get these things fixed which was also a process. The car was also dirty when I received it, left over food particles and trash were left in the car from the previous owner. The car was not cleaned properly at all and I was given only $100 towards cleaning. I will not purchase a car through Carvana again.

I call and am told well it may or may not be covered and I basically have to just take my chances all the while the Carvana representative was rude because I stated that this would have been noticed during the 150 point inspection if one was done as is claimed. So now here I am having to take a chance on either it being covered, and going through a long process, or just paying out of pocket when I just bought the car. Buyer beware…

I finally decided to call out of work for the day (which cost me since I don't get paid leave). The car was delivered and I took it to for a test drive. The delivery driver didn't even offer me a test drive he basically forced the car on me and had me sign a quick signature on his phone (I have no idea what I even signed and he didn't speak English).

I took it for a drive and noticed the windshield wipers were never replaced. Which in itself wouldn't be a big deal but on Carvana's 150 point inspection it claimed the windshield wipers were replaced. This terrified me so I took the car to an auto mechanic and they said there is an issue with the drive belt and the struts. They also mentioned the left front constant-velocity axle boot is leaking. I bought the extended warranty so time will tell if they are able to resolve this issue, but so far I have had a pretty bad first experience with Carvana, and I am not likely to recommend them to anyone looking to buy a car.

2. Shop from the comfort of your home.

Everything else about the process with Carvana was a frustrating mess! Since you don't have a sales rep working with you, you can assume to have to cover all the leg work a sales rep would do in the dealership yourself. No specific questions about the vehicle I purchased could be answered with confidence by a customer service representative over the phone, not even basic things you'd like to know about a $30,000 vehicle you're purchasing. There was no way to contact someone and ask questions before purchasing the vehicle.

From the day I purchased the vehicle (Saturday) until the purchase was finalized (Wednesday), I had to call into Carvana at least 3 times a day to deal with one issue after the next. On the final day of the sale, Carvana reps suddenly changed their demands as to what needed to be uploaded to the website to complete the purchase at the last minute. The incompetence was alarming. I had to go to the bank and sit with my loan officer to call Carvana and spend 1.5 hours on the phone with them making sure everything got done, otherwise, the deal would've fallen through. The utter incompetence of Carvana was so embarrassing that even my loan officer was embarrassed. Every banker and service garage rolled their eyes when I mentioned Carvana.

The car arrived with RUST all over the shocks and axles. None of this was disclosed in the car hotspots detailed on the vehicle's Carvana page, even though it is visible to the naked eye in person. Carvana refused to reimburse me for the repairs of the damages they failed to call out. In LESS THAN 3 weeks and 500 miles put on the vehicle, the Check Engine Light came on and I had to pay for repairs out of pocket.

The Carvana 7-Day money-back guarantee and the limited warranties COVER NOTHING. When you spend $30,000 on a vehicle, you want to feel confident in your purchase. I do not. I am now going out to buy a full warranty on the vehicle because I simply do not trust Carvana. Save yourself the frustration and use somewhere more reputable.

We live in an age where we have access to any and all information possible through Google. So I prefer to utilize my resources and make a fully informed decision before buying my car. Of course, I didn't ONLY trust what Carvana had to say about the car; I researched each vehicle I was interested in through other online resources for open recalls, common issues, MSRP, etc.

Once I knew what to expect from the car I was purchasing, it was super easy to fill out the online paperwork. I also felt very comfortable that once the car was delivered, I would have a chance to look it over for anything unacceptable before I finalized the deal with the delivery driver. The man who shipped my car was very nice and professional too. I noticed a lot of reviews had issues with their deliveries being rescheduled. I wouldn't recommend Carvana if you are in desperate need of a car today or tomorrow. I scheduled my delivery 1 week in advance and it arrived right on time.

The car arrived very clean and ran very smooth. The only issues were a cosmetic damage during shipping and there were no floor mats. The delivery driver noticed this and assured me that new floor mats will be shipped to me for free and the cosmetic damage that occurred during delivery was covered under the warranty/guarantee. That being said, the "damage" is not even that bad; it is something I could easily fix myself, but I appreciate that it was acknowledged and covered under warranty to be fixed by professionals. I would recommend this website to anyone who knows how to do their research and may feel like salesmen don't take them seriously. Everything went as smooth and streamlined as possible for me. For that I am grateful.

They also failed to add my wife to the vehicle registration. We included all of her information during the buying process but only my name was included on the vehicle paperwork. The delivery person didn't provide any kind of solution when I brought it up. She just kind of shrugged and said that I might be able to get it fixed. Overall, it was pretty painless. We definitely overpaid for the vehicle but we also saved some headache. I just wish they had given us a clean car and completed the registration as we asked.

Called their customer support and no one seemed to care. Was told they would call me back to resolve the issue, and once they did call back, the person who I was speaking with didn't even know that I was just on the phone with someone previously regarding my issue. She just hung up. Clearly there is zero communication within their customer service. Summing up - No copy of my signed e-contract, Neglectful customer service, and a bad deal on a vehicle leads me to say I probably wouldn’t recommend Carvana to anyone unless you're okay with them taking money from you no questions asked.

Once I had picked out the vehicle that seemed right for me on Saturday, February 26, I set the delivery date for Monday, March 14. I had secured a third party loan for the purchase and I was notified by a Carvana associate on Wednesday, March 2 that I would have until the end of the business day on Thursday, March 3 to provide pictures of the loan check from the third party, or my delivery date would have to be pushed back. I rushed to get the check in time and was all set. Or so I thought.

On Saturday, March 5, I was notified that the delivery date of Monday, March 14 was delayed to Wednesday, March 16. I corresponded via text with a Carvana agent and sought to learn the reason for the delivery being delayed, even after I was assured and hurried to get the loan check to ensure the delivery date. The representative was unable to give me any substantial information other than "logistics issues" and had no useful information as to why the delivery was already delayed. I then went on to the Carvana website to attempt to reschedule the delivery, and there was a delivery option of Monday, March 14, but later in the day. I selected the later time and it was ok'ed by the website.

The following Tuesday (March 8) I corresponded with a Carvana rep via text and asked if the delivery date of Monday, March 14 was still happening. The representative told me that they were confident that there would be no more delays and I would receive the vehicle on that day. I scheduled 16 hours off of work to have time for the vehicle to be delivered and inspected by an auto shop within Carvana's approved auto shop network, and, it being spring break for my significant other's children, made Spring Break plans with the children that utilized the new vehicle (a truck). I had also set up a vacation trip that I would leave for on Wednesday, March 23, which would have left me still within the 7 day return period for the truck if something was wrong with it. I was hopeful and in good spirits.

On Sunday, March 13, at approximately 10:30 PM, 13 hours before the scheduled time, I received an email saying that the delivery had been delayed until the following Saturday, March 19, at 4:30PM. I did not see the email until around 8AM on Monday, March 14, and I called the Carvana phone number to find out why. The representative had no information other than "logistics issues" and that my vehicle had not left its origin in San Antonio, Texas (delivery was outside of Kansas City). I asked why I had not been notified earlier, as 13 hours late on a Sunday night was an unacceptable time to inform a customer of a delay, and was offered $50 per day of the delay.

I checked to see what the cost of car rentals would be for a truck for the same time period and the cheapest I was able to find was $100 per day, so I had to cancel my second day off from work, cancel the vehicle inspection appointment I had with the auto shop, AND cancel my Spring Break plans with my loved ones. I would also now miss out on 4 days of the 7 day return policy due to being on vacation, and having purchased airline tickets, I was not going to reschedule. I was furious, and I was unable to salvage my Spring Break plans with a truck rental because the cost of a rental was twice as much as the compensation offered for my inconvenience.

All the while, nobody from the Carvana customer service network nor its 'executive resolution team' had information from the logistics team that explained exactly why my delivery was delayed on such short notice. Justin, a member of the executive resolution team, was particularly useless and even seemed aloof to my plight the times I spoke with him. When I mentioned that I would now miss 4 days of the 7 day return policy, he stated that it was 7 days or 400 miles, whichever came first. He went on to mention that if I went over the 400 miles within the 7 days, I would be charged $1 per mile over the 400. Justin did say that they would extend my 7 day period to include the Wednesday, March 30-Friday, April 1, since I was out of state for part of it due to their 13 hour notification of delivery delay. This all will be important soon.

Cut to Saturday, March 19, and at 4:26PM--4 minutes before the delivery time--I received another email saying the delivery was delayed again. This time until 6PM. 4 minutes before my scheduled delivery I was notified via email that it would be another hour and a half. I called Justin again and all he said was "it's still coming today." I had to delay plans I had set up with my parents to wait for another delivery delay.

Once the truck arrived, I noticed that the odometer had 1,000 extra miles on versus what the bill of sale said. The delivery driver, knowing that I was already angry at having to postpone more plans after having cancelled numerous plans for the week, offered to put in a request for a compensation of $100 for the 1,000 mile discrepancy. Fuming, I agreed and went on my way to try and salvage my night.

I had the truck checked out at a Carvana certified shop, and there were some repairs recommended--new brake rotors and pads, a new battery, and a cabin air filter and cover (there was no cabin air filter nor was there a cover for where it should have been). The repairs were approved and 100% covered, and I did set up to have them completed when I returned from my vacation on Wednesday, March 30.

While I was still on vacation (Friday, March 25), I received an email saying that Carvana hoped I enjoyed my new truck and that the 7 day period was over. I was also sent an email asking for a review, and notification that I would have the title and paperwork sent via FedEx and I would have to sign for it. I ended up receiving that on Wednesday, March 30, instead of having the 7 day period extended like Justin had stated would happen.

I spoke to a different Carvana associate once I returned, as I was no longer interested in working with Justin anymore, to see if there was anything else that could be done to accommodate the 1,000 mile odometer discrepancy. I received apologies and was notified that the 10 cents per mile was all Carvana would offer me for their paperwork discrepancy and misreporting of mileage. And since I already had the title, with the original agreed upon and listed mileage, I was stuck looking like I had put an extra 1,000 miles on the truck already. I would also have been charged $600 for going over the 400 mile limit, as Carvana charges $1 per mile over that.

All in all, Carvana is the worst experience I have ever had in buying a car, and I continue to and will keep recommending to everyone to NOT use their services. Their customer service and 'executive resolution team' is a complete joke, they do not share information between their logistics team and their customer service team, and they simply do not care to even try and help with finding out information pertaining to specific circumstances (like finding out the exact reason as to why my delivery delay happened and just spewing customer service script jargon like 'logistics delays can be a number of things, we apologize'), they do as little as they can in correcting their own mistakes, and they are simply out for that sale. I have never been so disrespected and blown off by a company before, and when it comes to purchases of $20k and up, I had hoped for more transparency and better service. Do not use Carvana.

After this the paperwork fiascos started. When the car arrived I signed all of the release paperwork and power of attorney paperwork for the registration. Then I was notified that these papers were missing. They sent them to me via FedEx, I had to then run around getting them notarized, finding a FedEx drop off and returning them. Then they contacted me that more paperwork was missing when I had literally signed and returned every piece of paper in the envelope, the representative was unsure how to fix the problem and it took another week and 3 more phone calls to get someone who could resend the paperwork which required another round of taking off work to get things notarized and to the FedEx dropbox.

Finally almost 90 days after my purchase my registration arrived and they had changed my address on my registration and driver's license to an address that is incorrect. When I called to inform them of this they told me that I would need to take off of work yet again to now go to the DMV to fix their mistake.

I NEED MY CAR ASAP. That's why I placed an order online and choose the date I choose. Why give me the option If you gonna deliver when you feel like it!! This is UNACCEPTABLE PERIOD. This looks like a bad start and BAD BUSINESS. I canceled the order right away and I'll take my money elsewhere like to the real dealership where I can get my car the same day. I have no time for BAD BUSINESS and BS. Why bother giving an option for delivery if you're going to change the date to your convenience not mine. I needed my car the date I asked for not a week later so you can keep that **!

Now the 2nd one!! We started with a 2019 Chevrolet Trax, (6k Miles on it), the car was delivered on time, was washed, brand new car smell, on the exterior was waxed, and poorly polished so it has wax trace all body around (not big deal), but shows poor care on car detailing service for delivered cars, also the trax has some chips that were brushed fixed, awful way to try to fix a chip, keeping in mind there is a lot product out there that can be used to fix this kind of issue not professionally but in a better way than just brushed paint that not even matched the original car color, we returned this car due inside the trax is too small, we switched to a 2020 Kia Sportage (21kMiles on it).

The car was delivered on time, it wasn't detailed at all! Inside the car smelled smoke, it has more scratches, chips, outside and inside, that the photos showed in carvana original post, also this KIA SPORTAGE has pet hairs on all the seats, the delivery driver was nice and kind, but he is not responsible for this situation, so we called carvana customer service number and talked with an "advocate" she offered a $100 reimbursement and a "what do you want me to do", well we are paying $25k, for this car, and the post never mention anything about that car came from a smoker owner, so I expect from an "advocate" more than WHAT DO YOU WANT ME TO DO!! The car has a blue sticker showing the car was NEWLY SANITIZED CAR SMELL, what a **!!! The ** car smelled smoke all inside, just like a hotel smoking room!!

And there is the funny part, we found this little spray can on back seats STINGER CHEMICAL SMOKE ODOR ELIMINATOR!!! This is the way carvana used to sanitized the cars they are selling? They didn't even care to get this car through a professional detailed and odor remove service, this car came from CONCORD, NC carvana dealer. My suggest having testing 3 cars from carvana. The worst experience came from Delivery option, so my advice!:

I think carvana overall offer a good service, but if you are thinking to get a car from carvana stay away from this CONCORD Dealer carvana if you are in NC, and do not choose the delivery option, I guess they take care much better on pick up cars than the ones the delivered. There is no way to write this review on carvana website!! By the way, the 2019 Kia Sorento had a yellow sticker on windshield showing RECOUNT COMPLETE, the Chevrolet Trax and this Sportage didn't have the same sticker.

Absolute worse customer service ever and worse processing of any company I've ever done business with. They don't allow you to do your own registration so beware if you choose to use them. You are in for a very long wait! I still have not received any paperwork showing the exact amount they paid for the taxes and registration yet so don't know if I'm paying for something they charged for but have or actually paid or not!!

Then came the next notification: Delivery date was moved back a week. Now I'm getting pretty annoyed. No reasons were given, just told "here's your new date." I spoke to a representative, asking them what was going on. They couldn't tell me, so I informed them that if the car wasn't in my driveway on this date, I would be cancelling my order. I'd suffer through a dealership in order to have the car I needed quickly. So I signed yet another contract. And then the final notification: Delivery date pushed back another week. I cancelled the order. When I went to a dealership later on and had them assess my trade-in, I was given a number that was a thousand dollars over what Carvana had offered me, and an APR that was quite a bit lower. Moral of the story: the idea is good in theory, but it's not working well in practice. Not being able to speak to a knowledgeable person or negotiate makes it hard to get transparent information and numbers.

ORIGINAL REVIEW: Carvana has committed fraud. My car that was supposed to be delivered on 3/25/22. On 3/21/22 I was told it was delayed to 3/30/22 due to a shipping issue. On 3/25 I was informed of another delay because the battery of the Tesla was not working and needed to be replaced. I was told the parts were in stock and the car was being worked on. The new delivery date was set for 4/4.

On 4/1 I was informed that it was delayed again because they said the battery never arrived even though on 3/25, I was told it did and it was being worked on “as we speak”. All was said on a recorded line that management still won’t listen to. Now they are saying 4/14 it will be delivered even though there is no end in sight and there are no updates on the equipment being delivered.

3. The parts were in stock, and the car was being worked on- This was told to me on 3/25 on a recorded line. None of it was true.

Because of these lies I sold my car with false expectations of the new car delivery, I have spent over $1k in rental car fees, I have purchased car insurance for a car that has not arrived. I have paid for an electrician to install a charger for a car that may never arrive. If Carvana does not correct this situation I will be taking legal actions against them.

I complain and ask for clarification where they say, "Oh you never sent in the document." I said, "Yes I did." they say, "Oh we see it underwriting will view it before the deadline blah blah." Every time something goes wrong I get a different explanation. This last time I am speaking to a customer rep and they just stop answering. I have been polite. No cursing, no demeaning. I just want answers. Carvana I hope you see this because at this point I’m calling another dealer and if they give me the same deal I’m backing out and will drive the 2 hours to get my car.

To add insult to injury they will not provide a rental car while your car is in the shop and the WHOLE "We will reimburse you for car rental" LIKE who really trusts that and how long that will take. I am taking this car to their mechanic to see what is wrong with it but it looks like I am going to return this car on Monday./ SHAME TOO. I DO NOT RECOMMEND CARVANA. THEY ARE LYING ABOUT THEIR INSPECTIONS as there is no way you did a true 150 point with the check engine light on and rust around brakes. DO NOT BUY FROM CARVANA.

After holding about 5 minutes she comes back after speaking with "leadership" and said that she was mistaken, it's not a tire issue just a transportation issue. So basically nobody is available to deliver the car one state away for 3 weeks. Why was I presented with so many much earlier delivery dates? Why is the customer the one who pays the price in this scenario? What a nightmare already. I regret buying into Carvana's "ease of purchase/delivery" claims.

Crazy thing about all this is I called the Volkswagen dealership asking about the part, a gauge cluster for a Golf TDI, and they have it in stock, available for pickup today. If I had the car, I'd be able to get it done by tomorrow. Long story short, the communication and business practices here are sketchy. There is clearly something else going on, and they are not communicating that with me. Buy your car somewhere else. Trust me, it's not worth it.

So in actuality I believe there was no SUV I was waiting on and I don’t believe they had an SUV to be delivered. I put trust in this process got stressed all out and the experience was horrible as ever to get rescheduled 5 times oh yea I got a missed call today which is 3/30 to be rescheduled 4/2. Each time you are rescheduled you are to resign the contract. NO I DID NOT!! How is this possible, feels like I got scammed. This was the worst experience to go through. Doing my paperwork was bad too you only have so much time to submit your documents before the car/SUV gets released this was just bad. I would not recommend them to no one.

DELIVERY: Bright sunny day but the car was filthy. Layers of dirt on the lower panels, in the trunk well, windshield wiper hood cowl area, etc. etc. The wheels were so greasy and full of brake dust I had to pressure wash them BEFORE I put soap and sponge on them. CONDITION: In Carvana's description there was only one (1) "minor" blemish. There were at least 3 areas of multiple surface scratches in the clear coat. The Carvana driver nearly ripped off the front splitter getting it off the rollback. We told him how to do it properly but "HEY, I KNOW WHAT I AM DOING"....wrong.

Furthermore the rear tires were worn down in the centers to 2/32. The car somehow had 2494 miles on it when it left and had 2520 when it got to my house. Someone kept one of the (red) keys for a souvenir and worst of all - they DENTED the passenger door the day before. 1/2 inch deep on the seam. I'm sorry, but this is the short version since I still haven't gotten all the repairs completed or the key replaced. Plus more notary work WE Had to perform, pay for and send etc.etc

OK, the positives: They gave us $600 for the delivery delays. Everybody I DID talk to was nice, the car was market priced and shipping was free. Bottom line go to your local car dealership and work with them first. You can see the car or order a new one. Talk to someone every time. Get the car delivered properly (clean timely and undamaged) and take it back to them if there is a problem. I have not heard from Carvana since the check cleared so I don't believe they care, but if they do I will revise my story...but don't hold your breath. Best regards, Bret.

There is also heavy overspray ALL OVER the passenger door from not properly protecting the car while painting it. I took the car back to Carvana, they took photos, and all I got back were emails "approving the repairs" by the WARRANTY COMPANY and I was told I can trade it in for a new car if I'm not happy. That's not the point. After calling multiple times, Carvana WON'T PAY FOR A RENTAL CAR while the issue gets fixed correctly. Why the ** not? They offered me a $400 credit towards it but nothing else. A car of equal or greater value is currently $100/day to rent and it's not getting fixed properly in 4 days or less. Also, the warranty company reimburses you up to $40 a day for rental. So essentially, Carvana screwed up and I have to come out of my pocket $60/day to fix a shady problem that Carvana, or their delivery company, created. If you decide to follow up with me, save the lame apologies. I'm tired of hearing it.

You guys did some sketchy ** and I want a response from someone with some integrity and who will provide a fair and crystal clear solution. If you don't know how to reach me, look my name up in your system and contact me. (FYI, I worked in a collision shop for years correcting paint issues before becoming an aircraft mechanic for the Department of Defense for the last 17 years. I'm not a moron. Don't reply with some ** trying to treat me like one.)

I started singing Carvana's praises about this process to everyone I know. I was excited to get the car the next week only to have the delivery date changed to almost a week later. I received text message updates on when/what was changing with the order. Although disappointed, I was ok with waiting. The morning of delivery, I was ready at 8:30am, prepared to receive my car. I received a text from the driver that there were some discrepancies with the paperwork and she needed to get those resolved before she could deliver the car. She got that cleared up by 11am and the car was delivered. I was excited to see it being driven off the truck.

As soon as I got in the car, I noticed a warning light on the dashboard that read, "Flat Tire. Visit Dealer." Not something I would want to see after JUST purchasing a car. I asked the driver and she said she topped off all the tires and I just needed to drive it around a bit for the sensor to go off. I drove it that day quite a bit and it never went off. I even took it to Dobbs Tires and they assured me that the tires were all perfect. They could not tell why the indicator never went off.

I drove the car for 3 days before going to the garage to leave for work and THE CAR WOULD NOT START! I called AAA who jumped the car, I kept it running and then went to an appointment on the other side of town. As soon as I pulled in the parking lot, I let the car run a bit longer, turned it off and then tried to turn it back on again. It wouldn't start again. I called AAA a 2nd time and when I asked if the battery just needed to be replaced, they said the battery was good, but something (starter, alternator) was draining it.

I called Carvana and they suggested I take it to a dealership to be serviced. I just bought a car (that was supposed to run and I'm supposed to go get it fixed)? Since it was within the 7 days, I asked for the car to be swapped. Since I traded my old car, I HAD NO CAR TO DRIVE. I called Carvana and told them I had to rent a car to drive to work, etc. I was told on that call that I would be reimbursed for the rental since the 2nd car would not be delivered for a week. I got the rental and 3 days later was told the delivery of the 2nd car was going to be pushed back another 4-5 days.

When I got the new delivery text message, I called and asked to speak to a manager. I was told I would receive a call back from a manager in 24-48 hours (still waiting 2 days later) and I was sent to a team lead to talk to. I told him about the rental and he said that they DO NOT reimburse for rentals. I'm ONLY in a rental because the car they sold me DOES NOT start! This has been the ABSOLUTE WORST car buying experience I have EVER lived through. On any given day, I got 5 different responses/instructions from the automated text, live human text, Carvana website, Carvana mobile app, and live person on the phone! I am BEYOND done with Carvana. I'm at the point of just cutting my losses, getting my old car back and starting over with a traditional dealership!

Carvana has also demonstrated a great deal of ignorance in Oklahoma state registration rules and laws. I was never once asked if I had a registration to transfer - as of 2019 plates stay with the RO. They have processed this as a new registration which will incur me additional headache and fees. Also, we are two weeks from my temporary plate expiration - their solution was to tell me they’ll just give me new temporary plates. That’s not how this works. Oklahoma assesses a daily late fee starting on day 30 from the purchase date until the car is registered. I have nothing but “we’re confident you’ll have your paperwork” and no attempts to make anything right. This is my first and last purchase with Carvana.

Left with no immediate options, I took the car to the shop I work at after Carvana told me that they would reimburse me for the $50 deductible for taking it to an out-of-network shop. I made it very clear that I was taking it, "to work, because I work at an automotive shop." I examined the vehicle where I noticed that the right rear tire was chopped and falling apart. I also noticed that the left front lower ball joint (serviced as the control arm) was collapsed causing the vehicle's alignment to be off and the left front tire to shake horizontally. So I notified SilverRock and filed a claim.

After over an hour of waiting for SilverRock to review the pictures, they informed me that the tire damage was cosmetic, therefore not covered, and that it was not considered unsafe to drive despite my affirmation that the tire was in fact falling apart and causing the horrible vibration. I bought 2 rear tires with my discount and mounted them on the vehicle. I called Carvana in a panic at 4:50pm concerned that SilverRock would not cover the control arm in time before my work closed at 6pm. Carvana talked with SilverRock who informed Carvana that since I worked at the shop and am also the customer calling in the issues that there is a conflict of interest and that they will not cover any work unless I take the vehicle to a different shop!

Overall, avoid like the plague unless you want to buy a car you've never seen, deal with a warranty company that isn't timely in their payments and therefore even the shops they say work with them don't, get a run-around about fixing Carvana's car that they put 4 new tires on before driving it to me and clearly not checking the front-end before putting them on, passing a car for their inspection AND state inspection with a shredded tire and bad control arm, AND having to fight Carvana for the money that you spent out of pocket WITH A DISCOUNT to fix the car they supposedly "inspected" before giving it to you.

I received reminders by text and email regarding the 7 day return policy, but I love the car so much there was definitely no returning it. My work schedule is pretty packed so I truly appreciated that I didn't have to take time to continually keep talking to people, and everything could be handled by text and email. Although for those that would prefer it, the option to call a representative was always offered. After the 7 day trial period, Carvana has handled all the registration paperwork. I couldn't recommend Carvana more highly!

License Plate - The first issue arose when the car was delivered. The license plate wasn’t attached to the front of the car. The delivery representative said that he did not want to drill holes to the front of the car. He would submit a claim for a drill-less license plate. This is fine but it was a bit naive of the rep to put trust of when the install could happen. The very next day, I got a ticket for $65.00 dollars. It is illegal in NYC to not have a license plate mounted in the front. When they finally replaced the license plate, it was drilled into the front of my car anyway.

Battery - I noticed that the battery would not hold a charge. There were a few times when I had to ask for a boost for my car. When I had a chance to bring it in, the mechanic immediately told me that the battery was dead and was not going to hold a charge. He said it was very surprising that Carvana would sell a car with a dead battery.

Shifter - When I first got the car, I had many issues trying to get the car to turn off. It would not turn off unless the car was in park, but the gears/shifter showed it was in park. After some time, I noticed that the car wouldn’t actually be in “park” unless I forcefully pushed the shifter into “park” with repeated attempts. Only then would the car turn off. This was a very dangerous issue. This could have made my car’s gear shifting unpredictable as I may not have known what gear I was in while driving or it could have shifted into another suddenly gear without my knowledge. Not to mention the detrimental effects this could have on my transmission. When I took the car in to change the battery the mechanic was able to get it replaced but he could not believe I was driving this car that could have malfunctioned anywhere.

Seat - Lastly, the back row, right hand seat does not stay up and will not lock into place. I wanted to check out how flat the back seats go when folded forwards so I pulled the release levers in the trunk. The left one went back up just fine and locked back in place. The right one did not. I asked if this issue needs to be fixed with either a new latch or new back row of seats. He submitted a claim and it was denied by Silver Rock. How can I, in good conscience, allow a child or anyone to sit there knowing that the seat latch is faulty? What would happen to that passenger in an accident? I am requesting that Carvana take the car back and refund me in full due to the many issues I keep facing with this car. I don’t need any more surprises due to their negligence.

I purchased a BMW 7 series from Carvana in early February. The car was not ready on time and, had been misrepresented. There was more damage / wear to the car than advertised, the air shocks were not working, the tires were damaged and bald, and the forward camera system was not properly calibrated. To be fair, the guys at the local vending machine were totally cool and took care of all of these things; of course it took another week and the tires they put on are absolute crap and need to be replaced (they put on cheap Walmart tires and gave me a can of Fix-a-Flat instead of the run-flats specified for the vehicle, which does not have a spare and means that anything other than a small puncture leaves me needing a tow). And, by the way, the price wasn't so good that the extra $2K that I am putting into tires is offset.

That said, when you buy a non-certified used car, you expect some stuff, so I guess I would generally be ok with all of this, except, my car is still not registered! It began about a week after I bought the car. Carvana contacted me and told me that I would have to take the car to a truck weigh station because they needed the vehicle weight. The initial claim was that there was an error in a previous registration of the car and that the Texas DMV was rejecting the title / registration application because of this isse. It sounded fishy to me, so I called the local plate office and was told that (1) they had no record of anything being submitted on my car and (2) an official weight slip was not needed to register a used car in Texas--all that is needed is the weight from an "acceptable" source, including from ** or **.

I went back to Carvana with this and they said, "Yes, no problem. We don't need the weight slip. Everything is all set." Then I needed the weight form. Then I didn't need the weight form. Then I needed the weight form. It turns out this is some kind of software error with their DealerTrack instance and, instead of fixing it, they make customers run around to solve their IT problems.

I went and got the weight form and sent it via upload and Fed-ex to Carvana. This happened March 22. I was told they had received it and everything should move quickly from there. Things have not moved quickly and, as of April 19, I still don't have my title or plates and nobody at Carvana can tell me when to expect them. I am told that this is a "new online buying experience" and that the process is different than I've experienced registering cars bought from dealers who are not Carvana. I guess they're right...Carvana's registration department (who nobody can talk to, by the way) is either run by the Keystone Cops, an poorly organized crime family that makes money off of carry.

The latest is that Carvana has given up on using their third party provider and, is instead, using internal resources to get the registration complete. They supposedly sent the paperwork and a check to their Texas depot but the check was wrong (by $1 one person told me, another told me that the check was more wrong than that and that a new one had to be issued because there would be penalties associated with registering the vehicle so much later than the law requires of dealers, a third told me that I had outstanding tickets--I don't--and that I needed to cut a check to them for $1,000 to get the registration and that I would be receiving that request from Carvana shortly) and that they had "approved" a new check to go from headquarters five to headquarters eleven (I could be misremembering the numbers) in the first week of April. I asked to hear back from a team leader (it takes 24-48 hours) and never heard anything.

I called again on April 19 to check status and was initially told, "Good news. Your registration was approved." I asked by whom and was told the State of Texas. I pointed out that I had already called Texas and they have no record of anyone attempting to register the vehicle and she started backtracking. It turns out that the approval was an internal one to send the check from one place to another, but there is no way to track it. When I pointed out that this is no new information in more than a week and that the only way a check would take this long to travel two states is maybe via Pony Express, she became aggressive with me. She said that there is nothing I can do and asking for tracking and details is not going to make things go faster and that I should just wait for the registration / title to come.

She pointed out that many have these problems (Google it) and that she had just talked to a person who had been waiting since last June. I asked her if this was ok? She said it isn't but that this is just reflective of the "new online process for buying a car." I pointed out that online was supposed to be more effiicent, not less. She really had no response. I asked to hear back from a manager. I'm not hopeful. I have filed a complaint with the Texas Attorney General's office and they are investigating this, but I have no idea if that will be effective or not. Nevertheless, save yourself the heartache. Go to Carvana. Go to the dealer. Go to some shoddy place that rips people off with financing. At least you'll get a car that can be legally sold and registered. I'm not sure if I didn't buy a stolen car at this point. Why else would it take so long to register / title the vehicle?

Original review: It starts out so easy. You look up and pick a car. You look at the pictures. The price is good. You fill in the forms and pick your date. Then it all goes to crap. The car isn’t ready or didn’t pass inspection. It’s likely the car was misrepresented in some way and needs more work than they disclosed. Then, they can’t register it or there is a document missing. And they lie and make stuff up on the phone and give you fake phone numbers to call just to turf you and get onto the next customer service call. They give you a manager who is supposed to “handle” things from here on. He barely responds. This company is a joke.

When the car was delivered, I voiced a concern to the rep dropping my car off about fog in the left headlamp. They followed up with me to replace the headlamp a couple of days later. Turned out nothing was wrong with the headlamp, but nice to see they were willing to replace it if it had to happen. To top it off, my plates and registration were delivered 1 week after the car was delivered. They prepared me it would take a month or so, but I was incredibly surprised when it arrived in a week. I guess New Jersey is better at getting plates/registration quickly? I couldn’t be happier, and totally recommend Carvana to others.

I was promised compensation for having to rent a car, the check has been in the mail since Nov. you never get to speak to a point person, just a constant shuffle of people working from home that require you to explain your problem; when you’ve explained your issue for the 20th time it is completely frustrating and of course they always refer you to chat online to a useless bot. My lender is now frustrated with me given they want the registration. I wanted to support Carvana but all I can say is NO; they are the worst e-commerce business model to arrive. Go to a dealership, it will save you from a horrible experience.

YOU KNOW I CANCELLED THE CAR! No apology, no what can we do to make it better? They left me with no car, I had sold mine the week before, I waited a week on Carvana, because....dummy me, I thought I was getting a car that was fully inspected. After I spoke to the 2 reps at Carvana, I thought I would look at the 150 point inspection, and you can look for yourself, there it was the emergency brake was listed, wow who would sell a Manual used car and Not inspect the emergency brake, and btw I asked the rep that question, the answer, "Well, you can also leave it in gear." WHAT ELSE DO THEY NOT INSPECT.

Here we are now this evening being denied of the swap. Then told we may have to return the vehicle we initially purchased, mind you we have signed paperwork and the car in our possession. We were on the phone with them for over 3 hours this evening and have to wait for a call back in the morning for a vehicle we were now set to pick up on Saturday March 19. If I have to go based on this experience I would NEVER recommend them to anyone. I hope they make this right. And no Carvana DO NOT reply to this stating you are sorry. We are dissatisfied and we can call your number, make it RIGHT.

The second time it was delayed, the person I spoke with (didn't catch her name) could care less that it was delayed a second time. "Sorry sir" is all I got and when I was getting more agitated she did not do a good job of diffusing the situation. I asked to speak with a supervisor and she said that, "They are only going to tell you what I just told you"! I said, "I don't care, let me talk with one" but of course none were available and she said one will get back to me in 24 to 48 hours which no one ever did. I guess they didn't care?

The car finally arrives and it was NOT FULLY DETAILED AND BUFFED as the inspection states. It was rough to say the least. Paint was very scratchy and dull in places and not notated on the web site pictures (Nice QA here?!?). The car was also modified (Exhaust) by the previous owner but that was also not disclosed on the web site! There is something rattling from the underside of the car too but that is fixable but should have been caught when they drove the car. One of the key FOBs does not work either but is being taken care of by Silver Rock lucilly. Be very leery of the supposed 150 point inspection... If it is actually done as they say, they need to FULLY retrain whom ever is doing it. Carvana is not detail oriented as far as reconditioning the vehicles. This is now the 2nd car I bought and to not think I will give them my business again. Their satisfaction rating is not good and I can see why.

Then they begin to ask for all sorts of documents that were impossible to get in the time frame that they needed. They did not explain why this was needed but when we did the process for the GMC none of this was requested but all of a sudden when they screw up they want to my parents jump through hoops. At this point we requested for our original vehicle back the one that we traded in for the GMC. We have been requesting this since Tuesday. It is now Thursday they still can't provide me with any update. They don't know what the other is doing and to make matters worse the customer service reps hang up on you and if they are not hanging up on you then they are promising callbacks that they never follow up with. SAVE YOURSELF THE TROUBLE. DON'T PURCHASE FROM HERE.

When you finally get the car, check it over EXTREMELY CAREFULLY. The 150 point inspection is a JOKE. Mine had 1 headlight out, multiple scratches, windshield wiper fluid dispenser that didn't work and an engine light come on 4 times within 45 days. They refused to cover if I didn't go to one of their "authorized locations", which are often Mr. Tire and Conrad's, so they really don't so anything with body or mechanical work. Even when their authorized location mechanics confirmed that they could not help me and that it needed to go to a manufacturer dealer shop to be fixed, the warranty company found a way out of having to pay.

While I am one that absolutely loathes having to deal with people in general, yet alone car sales people, I would do that any day of the week rather than go through this hassle again. The kicker for me is that, even though I am a customer of theirs, they will not allow reviews to be added to their website. Naturally they have a 4.7 rating on the website, insisting that they are transparent and put it all out there, however that is just another lie.

After inspection by a body shop, it was revealed that the roof has had MAJOR damage in the past. The entire roof skin has been previously replaced, and the repair was done incorrectly. There has been revealed body putty around the windshield, and the corrosion has now begun at the rear hatch. Contacted Carvana about the fact that this damage was not disclosed on the Carfax, and was told that there is nothing they will do about it. They stated it will be an "out of pocket" expense for me. Estimate from the body shop is $6000 to correct the undisclosed damage. Save yourself the time. Go buy a vehicle somewhere else.

I'm sure I saved the signed copies of agreement somewhere but at this point it's harder to remember if I did this on the Computer (OneDrive), iPhone (iCloud), or other... thought I kept everything in the cool blue folder too, but I thwarted my own efforts apparently. No problem, I think to myself, I'll login to Bridgecrest and get the origination documents... Again, nope. Nothing available until Monday during working hours because "the Carvana account people aren't here..." Aggravation after the fact... Didn't expect that.

On the 27th I received another message from Carvana that my delivery had been rescheduled for 2nd March. On March 1 around 1.42 pm I received a message from Carvana saying that all was on track for delivery on the 2nd of March at 1:30 pm. At 4.42 pm that same March 1, I received another message that my delivery had been delayed due to unforeseen circumstances and that it will now be rescheduled for March 11. I got on the phone again and was able to speak to an agent. This agent again apologized and when I asked that he give me a reason for the delay he said that the truck that was to deliver the vehicle came to pick it up to begin the delivery only for the car not to start. And that they will need to get the car fixed. I asked him if it will take them 10 days to fix the car and he said that they need to get ample time to fix whatever problem might have caused the car not to start.

I again informed him that I have been paying for a rental car and he indicated that the can provide me a maximum of $500 for the rentals provided I purchase the car from Carvana. If I cancelled the order then I get nothing. At that point, I unfortunately decided to stay on with them rather than just walk away. I reupped my rental for another 10 days for almost $800 and decided to give Carvana another chance. On the 10th at 3.32 pm of March I received a series of messages indicating that my delivery was on schedule for Friday March 11 at 9.30 am. Lo and behold at 8:30 am today March 11 I receive a message from someone at Carvana saying that they were about to load my car to deliver and that the check engine light came on. They then ran some diagnostics and found out that several cylinders were misfiring so they cannot deliver the vehicle today. And that “it might be easier to shop for a new vehicle at this point.”

After multiple turn arounds I was finally able to talk to someone at Carvana and I was informed that I have three options. Either to wait for the car I order d to be fixed and delivered or to shop for a new vehicle or to cancel my order. But if I cancel my order then I will not be getting any compensation for the $1200 I have spent renting a car. When I threatened that I will be speaking to my attorney about this, he told me that the contract I signed does not hold Carvana responsible for any delays and that the offer to give me some compensation for my rental cars was not a requirement but something they were doing as a “good faith effort” He then said that if I were to contact an attorney that they will not be talking to me anymore and that all communication has to go through their legal team.

Obviously I am cancelling this order because they can’t even give me a guarantee that if I go and shop for a new vehicle that it will be delivered on time. I have just rented another vehicle for 2 weeks at almost $1400 to give me ample time to look for a car from another vendor. I have also been paying for insurance for a month on a car that I suspect did not even exist. And I have no recourse whatsoever. Truly a very frustrating experience. I share this long story here to say that if you want to get your car and you want peace of mind, STAY AWAY FROM CARVANA.

In the end I provided 6 paystubs, two W2s (from 2020 and 2021) and bank statements showing ten consecutive direct deposits of the amount I claimed for my income. In the end they said the deal expired because I hadnt uploaded proof of insurance. (I had. Twice.) I was frustrated but I really needed the car. So I started the process over but magically I was then required to upload many more documents relevant to my income and I gave up. (Including my 2021 tax return even though most people havent even filed yet..)

Here's my real concern though. The "advocates" spend more time chit chatting than they do actually knowing what their company's policies are. They may be trained to be compassionate or whatever but what they really need is to be competent. I had one guy text me that I could send documents to an email that doesn't accept mail. Another told me I could fax paperwork only to be told by the next guy that in fact, that was only for certain documents, not what I sent. I have records of all these chats. I'm not trying to be critical just to complain, I am genuinely hurt and humiliated by the way I was treated. If they were denying me a loan for the car because of (whatever) they should have just said so. Instead they jerked me around for 5 days. I am so disappointed.

I expected clear communication and a low hassle experience. What I got was neither of those things and I didn't get the car, to boot. I see that Carvana sometimes responds to these reviews. Let me save you some effort. Don't apologize because my "experience wasn't what I had hoped for." Apologize because you have crummy customer service and consistently disappointed customers as a result. Do better. Treat people with respect. And most of all train your "advocates" to spend less time asking if I have exciting plans for my new car and more time knowing the policies and procedures. I ended up speaking or texting with 7 different people. I got 7 different versions of what needed to happen to close the deal. Absolutely obnoxious. Never again.

The car is almost exactly what my wife wanted so we will of course be keeping it, I just can't stress enough to do thorough inspection when it arrives and you will be fine. Pricing was fair for what I bought as well. The delivery driver was amazing! He deserves 5 stars hands down! Again, overall experience with them is great and as long as you pay VERY close attention to what is listed and what's actually on the car upon arrival, You will be happy with the service.

CON: Salesman is replaced by annoying Bots who text you daily in an attempt to complete your purchase by uploading your documents. You will also be hounded by Carvana staff calling you to complete your sale. In my experience I did not get to see my car arrive on a CARVANA flatbed tow truck as there was no driver available to deliver my car on the delivery date I requested. I had to drive to another city to pick it up. CARVANA also messed up my original requested delivery date so I needed to take a day off work to accomplish picking up my car. Also, the vehicle had obviously sat parked outside for months or years and the engine compartment as well as the alloy wheels showed extensive rust on any metal part that could rust. I am expecting to have to replace the battery as the car hesitates to start on cold mornings and has not been charged by its alternator as the car sat undriven for all this time.

Staff had me sign about 10 pages of paperwork when I picked up the car and none of it was explained in any detail. I was promised gift checks to make up for them not delivering the car, the exterior not being washed, etc. but the checks were not to be sent for 60 days after the purchase. I objected and was able to get them sent earlier due to their total being over $300. Honestly buying a CAR from CARVANA is a lot more DRAMA than it needs to be. Getting numerous texts every day from a BOT you can't tell to knock it off is more annoying than any human salesman you will ever work with to buy a car. And buyer beware: You are buying a car they refuse to let you see, touch, and test drive, until you have paid for it first! Tax title, and registration, in addition to the cost of the car. Does that make any sense? I paid more than the original MSRP for a three year old USED car and it had rust under the hood, brakes and wheels.

Before 7 days was up I asked for them to take back the car and instead they offered me another gift check to keep it. I paid to have the rust treated by my local Rust Check. BUYER BEWARE. If you buy from CARVANA take the time to look under the hood and have a mechanic look underneath! And know once you agree to buy the car you are going to be hounded several times daily by BOT and HUMAN to upload all your documents. Salesman has been replaced by annoying high pressure Finance Officer!

However, coincidentally, after our 7-day return window expired, we began to hear noises and had the vehicle inspected by three different mechanics all of which said the rotors were shot (metal-on-metal), break pad was less than 2mm, timing belt was about to break and entire bottom of the car was rusted out. So course we chatted with the Post-Sale Team, which directed us to SilverRock to submit a claim and of course, these items are not covered. Their answer was, "these are considered normal wear items, sorry". Excuse me, so you sold me a car that already had problems? Cool. Note, their chat system redirects you to a chatbot unless you respond in 10 seconds. So, after multiple calls with SilverRock and countless chat sessions automatically ending, we got stuck with a $1,200 bill. DO sell your car here, DO NOT buy their cars.

They called me again a few days later and said sorry another delay as the car now has a broken window and will need to be repaired so now, I was told March 7th. so, I wait again. Today the 1st of March I'm driving home and get another call from Carvana saying the repairs were not complete and the new delivery would be March 14th. What a joke!! It takes 1 day to have a car window replaced. The car has never moved from Arkansas where it was when I decided to purchase it. Carvana has only 1 business and that is to sell cars and deliver them?

I have since read more reviews than I can count, all of them bad and say the same things that happened to me. and I guess they do this to most everybody. I guess they really don't want to sell cars and deliver them. just make promises they have no intentions of keeping!! Do not waste your time or energy on these people. All the employees can say they're sorry and understand but no real reasons. They tell you they give you a 25.00 per day delay refund up to 750. But you have to get the car first and only after you have kept the car after 7 days would you get it?? I'm sure they never send that anyways. They say they make it easy??? Really??? As long as you.