Carvana Reviews

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 Salesman has been replaced by annoying high pressure Finance Officer!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.

I was stunned because it was an identical vehicle with the same price, their justification was that my approval had been expired and the new approval was based on current Rico score, I did not understand how it is my fault and I said let’s just keep my initial vehicle and keep everything the sale and carvana said that is not possible anymore. I was furious at this time and agreed to whatever they said and decided to just wait for the vehicle. Well for the third time and a different vehicle the same delay message occurred a few hours prior to deliver, another week delay. Happened the fourth time today and I am just upset, puzzled and confused how and why. I am paying for a vehicle insurance that I have not seen for almost two months as they require insurance coverage when you complete a purchase. Please stay away from this horrible company as they have nothing more than $400 to offer for 4 delays and two months of back and forth.

Days 1-3: I took it to a shop near me to get the car looked over. They said it needed some coolant hose connectors (which are on backorder). As for the noise I was hearing- there was a bad wheel bearing that they replaced for me. Silverrock covered the claim. Days 3-??: I was still having an odd noise while I was driving so I took it back to the shop. They looked at it, come to find out it needs a driveshaft. I was taking a look at it one day, and noticed the paint had a weird sheen on the driver's door and fender. None of the gaps are the same, and nothing lines up. The car has clearly been hit and someone "attempted" to repair it. Silverrock and Carvana said they will pay to get it repaired and a new fender. Thursday, (2/24/22) the driveshaft finally got fixed. Silverrock covered the claim.

Friday 2/25/22- I have hardly driven the car since it got fixed. It was driving great. Went to work, picked my friend up, went to the gym, dropped my friend off, turned left off her road.... BAM. SNAP. CRACK. Car doesn't drive right now. Shutters when accelerating. I figured maybe the driveshaft broke again. Saturday I took it back to the shop. Sunday they called me with a diagnosis that the transfer case is busted. It busted because Carvana, or the previous owner, replaced the transfer case with a junkyard one and only put 1 out of 3 screws in it. When I turned left on Friday, that 1 screw snapped in half and is now broken into the transmission.

The vehicle was supposed to be painted and repaired from the previously mentioned body damage on Monday 2/28/22. That was now not able to happen, since the car can't move. I have now had it towed (Silverrock is not reimbursing me) to a transmission shop where it sits. Carvana will not work with me and take the car back. They will not get me a new vehicle. They said I can sell the car back, for 4k less than I purchased it for. Long story short, I got effed. They sold me a mechanically totaled car. Avoid Carvana people. You will regret it and lose your booty.

Original Review: Feb. 28, 2022

I bought a 2014 Toyota Highlander from Carvana in December of 2021. The purchase, delivery and tags went as promised. No problems with the car. I signed all paperwork electronically, paid cash and gave a mileage for my trade in a few miles higher than it was at pick up. When the driver showed up he had paperwork that showed a $120.00 lower amount for my trade in than what we agreed to. His paperwork was changed from our signed agreement with my signature on it (which I never signed to change the trade in amount). I have the original documents that show the amount agreed to and the trade in at a few miles more than the actual mileage at pick up.

Driver was very nice, gave me copies of his documents, he called his office and they could not explain the difference. He said I should call the office on the following Monday since I received the car on Christmas eve, 12/24/21. I accepted the car as it was everything promised and felt confident that we could sort out the problem. I called the 800 number on Monday 12/27/21 and was on hold for a while as the "advocate" sorted out the problem. After he returned he stated that I would be refunded the difference and I would be receiving a check in 45-60 days. He also sent me an email confirming this for my records.

After not receiving my refund after 60 days I called on 2/25/22 and talked with the advocate Gabby at the 800 number. She said she did not know why I had not received my refund and would contact the finance dep't and call me back. After not receiving a return call that day I called on 2/28/22 and talked to the customer service advocate and she said that the finance dep't had denied my check as "trade in values are subject to change and that the trade in vehicle had more miles on it than agreed to". I understand that concept but I provided the car with less miles than stated on my agreement, no one ever re-evaluated the vehicle and the sales contract was altered without me being aware of or signing for the change. Seems like FRAUD when you can alter the amount on the paperwork while keeping my signature.

They then sold my trade within 2 days for $7,000.00 more than they paid me. I don't belittle them for making a profit and shows you how crazy the used car market is right now. Seems like they made enough off me that they can do the right thing and reimburse me for the amount they shortchanged me on my trade in. All the "advocates" I spoke with were very nice and wanted to make sure I had a good experience with them. I bought my car from them so I didn't have to deal with used car dealer baloney that is so prevalent in their industry. Guess they are just another dishonest used car dealer. I expect that the only response from them will be one of their canned responses.

MAKE SURE THAT ALL YOUR PAPERWORK IS THE SAME AT DELIVERY BEFORE ACCEPTING THE CAR! They don't deliver on their promises to do what they say. Not a good way to earn repeat business. I will not purchase another car from them and will make sure all my friends know how they do business. I feel fortunate that the vehicle is in great shape and I am only out $120.00, which I can afford. Just want to warn others to be aware that they are not every thing they want you be believe. Just another dishonest used car dealer! Just think - they get this bad review after making who knows how much on this deal. What a way to do business!

ORIGINAL REVIEW: At first, easy enough. Now after two reschedule issues on their part. It will be 3 months since order to receiving if they don't reschedule again. That's two wasted vacation days off from work. That's money and a ton of time wasted on my part. They offered me $300.00 like they were doing me a favor. They cost me twice that in personal and vacation time alone!! Not to mention insurance that I paid twice!! Go to a dealer and steer everyone you know away from Carvana.

My "purchase dashboard," which allows me to see the progress of the vehicle registration, shows that Carvana has given themselves 70 more days to process my registration. In addition to the 30 days that already passed. When the 70 days expire, I assume they will email me another pdf to print, and restart their own clock, whereby they never have to provide me the license and registration I PAID FOR.

THE UGLY. With respect to the maintenance required, the third party vendor used to provide repairs while the car is within the 100 day window, still charged me $50 to have someone come out to check the car. He told me that Carvana had forgotten to reset the dashboard display, and that I should "have Carvana take care of it." I am a single working mom with bills to pay. There are simply not enough hours in the day to navigate this nonsense. My time is too precious. I am frustrated by the lack of recourse or clarity in getting Carvana to provide the services I paid for.

We were given NOTHING to show if we happen to have an accident or get pulled over to say that we own this car, that is a little scary and not at all a good business practice. So we will see but I am not holding my breath if simple delivery of the car was a struggle for them. Not sure I would recommend or do again at this point; we will see how the next few weeks go and how long and how much trouble we will have getting the proper paperwork. Good Luck!

So I find another car, have to wait the 5-7 days to get it processed, and what do you know? I get a call from the delivery driver saying that he can't deliver my car today due to weather (which is true that we're in the early stages of a storm), then right behind his call, I receive a call from customer service saying that there's something wrong with the car and they have to send it in for repairs. Again, why they are waiting until the day of delivery to run their "150 Point Inspection" is ridiculous! They give you the assurance that all the vehicles that you're viewing have been through their rigorous inspection and all the vehicles are in great shape. But two separate times I experienced the same thing! So I've canceled my order and will not attempt to buy another car from them. Buyer beware!

After multiple attempts to find out what is taking so long for the registration, we were told each time that the DMV is experiencing delays. However, I was able to confirm with a friend that works for the DMV that they have a 2 week turnaround. Well, today we received a request from our state DMV requesting a Form MVT-10 be filled out in the next 30 days proving the VIN number is legit or face a suspension of the vehicle registration. Mind you, my husband is currently working 10 hours away in another state for his job and traveling back home during the week is proving difficult.

Carvana's answer: We're sorry this is taking so long. We understand you are disappointed and thank you for your patience. The icing on the cake? We can't even go to a local DMV to straighten all of this out and register the vehicle and get plates. It all supposedly has to be done through the mail!!! I will NEVER buy from Carvana again and would not recommend them to anyone I know!!! Stay far away and go elsewhere!

This is the most unscrupulous company and there is no accountability and no one to talk to in person or on the phone-everything is done via text. I would not recommend my worst enemy to purchase their automobile from Carvana.. The annoyance of setting your schedule around this company "delivery schedule" and having everything completely changed at their whim with excuses is unacceptable. I quite honestly don't know how Carvana stays in business and I would never recommend anyone to make a purchase from them - you have been warned. The haggling with a local dealer is much more worth knowing you are driving that car home today. That's what I will be doing after over a month waiting for Carvana to deliver, but still failing to do so.

We informed our delivery/point person, Kristy ** who seemed really great; she was surprised that this was missed and apologetic. Kristy said she would tell her team so that it would be resolved within the first 7 days, and Carvana would take care of it. She left with my trade in and we drove some more and then started looking at the computerized dashboard read outs; now it said it needed oil service as it was 8 months past due for an oil change. I immediately called Kristy and my call went to voice mail, as have all my subsequent calls to her. Basically, once she left she was unreachable except by text/email. Then, the car said I needed wiper fluid so I filled the reservoir and noticed a puddle of fluid on my garage floor. I assumed I had overfilled it but when I got in the car I again received the "fill wiper fluid" prompt. So I filled it again and it emptied out of the bottom of the car.

I don't know who did the 150 point inspection, or if it was ever done, but these were very obvious things that could have been easily seen and addressed as the car was "telling" you what needed to be taken care of: air pressure and exactly which tire, oil change and exactly when it was last done, and fill wiper fluid. So; I was told through a text from Kristy that the "inside team" said everything would be taken care of if I took it to a SilverRock authorized facility. There were three; each one about 35 miles from my house. I suggested that Carvana come back and pick up the car so they could take care of everything and then return it in proper working condition, but that is when I lost her and she no longer responded to my texts.

Long story short, I couldn't drive the cars for several days until I had time to have the authorized facility order and receive the new tire, and then I had to fill the bad tire which was going down to 1 pound overnight and drive the 35 miles only to have to wait a couple hours do have the tire changed. I told SilverRock that in light of the situation, I would be taking this car to my local mechanic to have the long overdue oil change and repair or replacement of the wiper fluid situation and I was not paying the $50 they charge to take it to a licensed but out of SilverRock network mechanic.

I am hopeful that these were just minor glitches with the car and were probably missed because of lack of people to do these inspections due to staffing shortages because of COVID. Nonetheless, it has been a bit of a pain for the last week and I won't have these last two things taken care of until my appointment with my mechanic at the end of this coming week. So...honestly, I don't know what my satisfaction is with Carvana. We'll see what happens and how things resolve at the end of the week but this has honestly been aggravating, to say the least.

I came to find out that the car wasn't at their Philadelphia location as implied on their website. It was at an off-site "inspection" station still in Ohio. To make matters worse, I offered to travel to Ohio to pick it up and they refused. There was literally no way for me to get my car. It came down to low-bid contracts they had with auto-transport companies. Carvana was getting passed up to deliver more lucrative contracts for other customers which meant my car wasn't going anywhere any time soon. Carvana couldn't guarantee delivery for my car on the new delivery date.

So now I had to rent a car for a solid week at the pandemic rates. This was about $1000 of which Carvana refused to pay as a refund for the inconvenience. However, they offered a $250 refund which was well below the actual cost of the delay. In the meantime, I found a car with 20,000 less miles for $1000 less than the deal I had with Carvana AND the car was in the lot and ready to go in two days. The bottom line is that if you need a car within two weeks of purchase, I would strongly caution against using Carvana. Also, don't trust the delivery dates they provide as they're completely bogus.

My son purchased a vehicle the same day we did and he STILL doesn't have his vehicle. We've tried working with them to pick it up at a different location instead of having it delivered home, but they can't accommodate this. The new scheduled delivery date is now 15 days after the original scheduled date. If he didn't need a vehicle so bad, we cancel the order and go elsewhere. Overall, the online experience is 5 stars...delivery is a 3 at best. And the trade in part, that's a 3 star too. They still haven't processed that so we'll have to pay another truck payment this month since the 10 day pay off date has come and gone. Not sure we'll use Carvana again.

One of the dates it was supposed to be delivered, nobody even contacted me to tell me they weren't coming. So I waited around for a couple hours and called and they said someone should have emailed me. Well they didn't! I got no notification. All of the other rescheduled times, they usually send a text a day or two before telling me they are so sorry for the delay. The car is literally in the state right next to me, but somehow they just can't get it to my state.

We filed a formal complaint with the BBB against both Carvana & Bridgecrest. Carvana called, took information, promised to "get to the bottom of it" & call me Saturday 5 days later & NEVER DID. Bridgecrest blew it off. Never even responded. To take a family's vehicle with equity earned without notice is shameful and places that family in jeopardy of not being able to work & is literally unsafe. I felt violated. Strangers had been all through my car. All of things had been stripped and dumped into a box. I didn’t even have a relationship with these groups for even 2 months. Do NOT RISK your hard earned money or your family's safety. No one should make you feel as I did after you spend that kind of money on something. The whole experience was heartbreaking.

I have read a few horror stories about the registration process. I have not yet received my registration, but it has only been a week or 2. Carvana keeps me updated to the progress with a post purchase dashboard. I'll keep an eye on it, but it is very informative and easy to use. The dashboard also keeps up with the 100 day warranty through Silver Rock. Bottom line, I would not hesitate to purchase a vehicle from Carvana again. In fact, it will probably be the first place I look. I would recommend to friends.

When I first got the vehicle it drove great. I absolutely loved it. And now the nightmare starts to happen. Within 2 weeks of owning the vehicle my vehicle popped the check engine light. The scan code that it showed me was a p402. Which was a sensor not replying back properly. So I took it to Volkswagen of Gainesville. They start to look through the car and they noticed that the sensor was dirty. So they proceeded to keep searching the vehicle to figure out why exactly the sensor was getting caked with oil sludge. Come to find out they had installed an oil cotton filter on my Volkswagen Jetta TDI.

So the dealership calls me up and tells me, "Well you have an oil cotton filter and that is causing the issues with your DPF." At that moment I told the dealership that I did not install a oil cotton filter and that the vehicle was exactly what I got from Carvana. I contacted Silver Rock who is the warranty for Carvana the first 100 days. They proceed to tell me that a dry air filter is not covered under the warranty. I contact Carvana to see if they would be willing to pay for the dry air filter for my diesel Jetta. All I got was the runaround. So out of a bit of rage I paid Volkswagen of Gainesville $119 and some odd cents for them to put the proper air filter into the Jetta.

The gentleman was nice enough to clean the sensor off with some brake cleaner make it all nice and clean. And reinstalled sensor. So about 3 weeks later my vehicle goes into limp mode. So I managed limp it to Volkswagen of Gainesville again. But before that I scan told the vehicle again. And I got a code of P 2002. Basically that code means that the DPS system is absolutely clogged. The maintenance people at Volkswagen of Gainesville call me up and ask me if I shut off a bunch of sensors in the car. Which I told him no. And just to show that I did not do this with my scan tool I told them to go into the center glove box and pull out the scan tool and Link it with their cell phone and look at the codes I pulled. Because Fixd has memory to let you know what code you have pulled on the vehicle.

So they looked that information up and called me back and proceeded to tell me that there was over 14 different sensors that were shut off to the DPF system. So that's why I never got the warning light let me know that my DPF was starting to get clogged and for me to take it on a long haul trip to help burn off the soot from the DPF. So they proceed to go into the engine and start looking for how bad the damage was. Come to find out they were going to have to remove the entire top end of my engine and put in a whole new head kit. And they told me that this was going to cost me well over $6,000. Luckily my vehicle was a part of the diesel gate. So my vehicle had an extended engine warranty.

Called the TDI warranty. But I still wanted to use Silver Rock because that was the warranty I had with the vehicle when I purchased it. Silver Rock told me they would cover all the parts but would not cover the labor. So I would have had to pay $3,500 for the labor of rebuilding my car. So I proceeded to go with the Volkswagen TDI warranty. I literally did not have my car for three and a half weeks. Silver Rock absolutely refused to allow me a rental car. And was telling me that I wanted a rental car they would reimburse me. Which I already know from the first time they wouldn't. I kept calling Carvana trying to get Carvana to do the right thing. Carvana gave me the runaround.

Big warning to everyone who reads this. Carvana does not have managers. So the only people you will deal with is customer service. They have told me a grand total of 14 times that they were going to escalate this to the next level and at that next level will give me a call back. Never happened. I have attempted to contact them through Facebook. Twitter. And their phone number. And all I get is to run around. It has been over a hundred days now and I no longer have the silver Rock extended warranty on my vehicle. After my vehicle has been basically rebuilt the value of the vehicle has dropped by $3,000. When I purchased a car for $16,000 the vehicle value was around $12,000. So now my vehicle's value is only $9,000.

Supposedly Carvana was going to send me a $119 check for the dry air filter. I got the $19 check but they have to approve the $100 check which could take up to 60 days. Trust me. Carvana is not worth it. Through this entire process I kept thinking to myself why the hell didn't I just go back to CarMax. Because CarMax treated me amazingly. And Carvana just treats you like dirt. And I personally believe almost all their vehicles are some form of a lemon. I just happened to luck out that my lemon had an extended warranty from Volkswagen. And Volkswagen made sure the car was properly repaired under their dime. Which has turned me into a Volkswagen fanboy. And I may just keep buying Volkswagens after this. But I will never ever go back to Carvana.

Of course, shame on me for not researching the actual Carvana buying and delivery experiences before the purchase. Most people that sell their car to them have little issues because that's a much easier of a process. The good "seller" reviews drown out all of the bad "buyer" reviews, that's unfortunate. Without a doubt the buying experience is terrible, they do not value your time, they constantly shift dates. I waited 27 minutes on the phone to a support person that actually told me she "didn't have a manager" to send me to. The only response I will get from this is the "call our 800 number so we can make you wait for a support person that has no way to help you at all"...

I truly believe what Carvana is doing is illegal and hopefully state and federal officials will eventually start to take notice. Oh and just so you guys know, I still have yet to get my car. When I purchased the car (1/30) it stated it will be delivered on 1/7, then the next day that changed to 1/8, then my first "transportation delay" then moved to 2/13, then my second "transportation delay" rescheduled now for 2/15. Do I believe it will come on that day? Absolutely not, but we had to take off work again just in case... I feel completely defeated and almost embarrassed that I have given this much time and effort to a company that could care less about me or this car. Don't just avoid Carvana, run.

They also “forgot” to weigh the truck and I have to go and do that (without fuel reimbursement) before they can register it. So it seems like I’ll have to pay $400+ to replace the wheel and tire, $50+ For gas to get the key situation handled, I’m not sure about gas for weighing the truck and purchase a tire iron.. All for a new to me truck that said it comes with these.

Finally, when the vehicle arrived, it showed signs of brake failure for which Audi recommended replacement. Carvana initially accepted to bear the cost of repairs (when the vehicle was within their 7 day trial period), but later retracted on their commitment. The issue is still unresolved as I write this review. I would not want to buy another car from them!

On December 19th, I noticed my bank loan was still in pending status. I called Carvana to ask about it, and the team member said they don't see any problems, and the account isn't flagged for non-sufficient funds. I then called my bank. They said they never received any info from Carvana, they don't even know what kind of vehicle I have. I have been driving around a vehicle for ten days and you guys weren't even paid. I asked my bank what they needed. I then called Carvana to notify you that you have not been paid. They said they don't see anything wrong (because your system doesn't reflect accurate information) and upon explaining and insisting I'm driving around a free Mercedes, they contacted different departments.

The Treasury department finally got involved saying they didn't realize they weren't paid until I told them. I then told the team member what documents my bank needed and what documents Carvana needed. The finance side was eventually resolved. Had I not done the job for you, I would've been driving around a free vehicle for a while.

On Dec 23rd, I received a message saying Carvana needs a copy of the Retail Purchase Agreement (RPA) to proceed with registration. They already have this document because they are the ones who provided me with my copy. I spoke to several people who said I need to upload a copy because that is what the system says. They finally submitted a ticket to the Registration team (because they are not able to talk to them directly in their own company). Every person said they would call me back. They never did. I always followed up. Registration said they do have the RPA, but there are different documents they need. They put these documents under the RPA category because there wasn't a category for them. This caused not only confusion with all team members, it caused the automated system confusion sending out emails and noting on the Account Dashboard. Again, we went back and forth, no return calls, just me following up.

Once everyone figured out what documents were needed, they said they would mail them out (this is still in December). They could not be sent via Docusign. I followed up several times (because again despite being told they would call me, they didn't) asking for the tracking number for the documents. Several times I was told it was mailed out and they have to submit a ticket to Registration to get the tracking number. I was never contacted nor given one. Around two weeks after being told it was being sent out, I was informed it was never mailed out when I called asking where it was. One of your team leads called me and mailed me an apology document which was appreciated.

This vehicle has a plate transfer on it for military plates which the account has shown since the beginning. Being military, we live in state A and the car is being registered in State B where our permanent address is. It also says on our account all mail is to come to state A where we live. I have confirmed this with every team member I speak with.

After going back and forth with Carvana for over a month, they finally confirmed they documents have been sent out to me (I still haven't received a tracking number as requested again). Then I receive a message from a family member stating the documents were sent to state B instead of where I live (state A), where everyone confirmed mail goes. So I had the family member send the documents to me, paying for the postage out of their own pocket, and we signed them. We also had to find our own notary for them because upon delivery, they were not included in the documents provided to us by the driver to sign.

One of the most important documents Registration needs is a Plate Transfer Form which was not in the group of documents sent to me. I provided a signed form, uploaded a copy to my Dashboard, and included a letter with the documents with an explanation. I then returned the documents via FedEx with the provided label going to Atlanta, GA. I informed Carvana team members about the Plate Transfer Form as well.

I then received an email stating more documents were needed to be uploaded, some being military documents. I uploaded these. A few days later I receive an email asking for the same documents. I call stating they have been uploaded. The team member said it was an automated system that sends out emails. I asked, "If it's automated when you don't have documents, why is it sending me an email for documents I gave to you? Where are they?" They again had to submit a ticket to Registration stating they will call me back with an answer. They don't. I follow up. Registration has them, but did not remove the request from the Dashboard causing confusion throughout the Carvana team and automated system.

I follow the FedEx tracking number and see it has been delivered on Feb 4 at 11:57 and signed by M.**. It also says "delayed" even though it shows delivered. I call Carvana again saying this shows delivered. They submit a ticket to Registration and I have to wait to hear back. Michael does call me back, more than once in fact. Good job Michael on your Customer Service skills.

Registration says the documents are lost in the mail, despite showing delivered with a date, time, and signature. Someone in Atlanta has these documents. Michael called me this morning (Feb 10) to inform me of the lost documents and that Registration will be sending them out again. I confirmed my mailing address like I did with everyone else, and he said it does show state A, but will send a message to Registration to make sure that's where they go. Registration was informed the last time of this and still sent it to the wrong state, so I fully expect them to send it to the wrong location again, delaying this further. I called again today to ask to speak with someone whose hands aren't tied by submitting tickets in a leadership position. I am expecting a return call sometime today, so we will see how that goes.

I have been in the Customer Service and Analytics side of various organizations for over twenty years, and this is the worst failure of infrastructure and training of employees I have seen. Your team members are polite and want so much to help, but this system has set them all up for failure and they are on the receiving end of upset customers and problems they aren't even responsible for (the exception being Customer Service). I learned more about the inner workings of your system than your own employees as a consumer. I had to explain to many team members how your own system works so they are able to work more productively. I did your job for you more than you did your own job.

The most important thing you need to do is improve customer satisfaction. It takes 30 seconds to send an email if they aren't able to call. Just an "I'm still working on it" is enough to allow the customer to feel like they aren't forgotten. Second, fix your communication between departments. Remote work is not an excuse for lack of communication. If I can run my role as Director of Operations from my home to make sure every department of a business is running smoothly, then there is no excuse for this. This issue still isn't fixed, and I hope for a resolution before March.

I got the car I wanted but the monthly payment ain’t cheap so when I realized there were way more dents and scratches than advertised, I called and requested they fix, I want what I’m paying for. Simple Period. They ended up paying half for it a repair shop that I had to drive to one-way an hour to, I also had to pay to update the nav at ny expense (since I bought this car specifically to drive cross country in) and I now just found out I need a full service on it since it was due for it on the exact same month that I bought in (but wasn’t). I’ll NEVER buy from Carvana or any company associated with Silverrock again.

First of all, I want to say our delivery driver was awesome. Very friendly, informative and helpful. Unfortunately the car arrived with damage to the roof and overspray on the paint, which was not in the pictures or disclosed beforehand. The delivery driver was quick to report this for us. The cars brakes were also shot and needed to be replaced. Carvana made everything right however, and their warranty service provider, Silverrock, took care of all the issues. It was a little inconvenient to not be able to drive the car for a few weeks after we got it until all the issues were taken care of, but we paid nothing out of pocket and we couldn't be happier with Carvana's customer service. We are extremely happy with our vehicle now and would highly recommend using them. We will definitely buy from Carvana again in the future.

Original Review: Feb. 5, 2022

My car was delivered to me as promised. No issues with the vehicle. I handed the driver a $13,000 cashiers check for the balance of what I owed and down the road we both went. About 3-4 weeks later I received a call from C.arvana stating that they had not received a check, and in somewhat of an accusatory manner began pushing this as MY issue. Another 2-3 weeks went by and they called me again to have me start digging into the check that was drafted by Wells Fargo, I spent just short of 2 hours across 3 different departments, on hold for 45 mins at one point. It ended up that I had to visit a branch to get the check details and where it was at. A drive to the bank and another hour of my time to trace it. It was found in the system and not yet cashed. Carvana told me to put a stop payment on it and get a new one issued. Not that easy.

Four pages of paperwork and signatures, I had to come back the next day. I left the bank only to get another call from Carvana telling me they found the check. It was at their location in Florida. Another trip back to the bank the next day to have them cancel the stop payment. Not one word of thanks, not a mention of any compensation, nothing, even after I called twice to verify all is good. I still don't know although I can assume it is given they don't need my help anymore. Got 3-4 hours of beating me up, not a word. Pretty sad.

We found the Subaru we liked and at the price we wanted on Carvana. Yes, I was hesitant at the start, I had never brought a car online and never spent this amount of money online. My fears were all unfounded. The whole procedure was seamless. The car was 100% what was stated and I hoped for. Delivered on time (Full Marks to Christina who delivered it) and a big thank you to Carvana. I would 100% recommend you to anyone in the market to seriously consider using Carvana!!!

The problem? They failed to tell us due to the car brand we bought we cannot take it to any of the shops in our town because they cannot work on it. Instead, we have to now drive 239 miles to have it serviced. The issue is not a big deal and could've been fixed by Carvana easily prior to our appointment (that we drove 4 hours to). Furthermore, the car was not charged prior to our pickup and we barely made it to the charging station. I want to give you more stars because of the fairness in prices and ease of use, but the fact that you failed to tell us about these issues, failed to repair said issues, and now are leaving us to having to spend our money to drive another 4 hours to have it fixed is ridiculous.

They drove up with our 2018 Ford Escape (only 22k miles) and drove off with our Ford Fusion. All done in our driveway. We are very pleased with the Escape, and telling our 60 year old "kids" about a new way to buy cars. Kudos to the Carvana team for providing this way to buy and trade-in, and to their staff for guiding us thru the process. We are now devoted fans of Carvana.

After having the car for a couple of weeks I got a letter in the mail from the San Antonio Police department stating that my car (the one I traded in) had been impounded and was in a impound lot in San Antonio. I received another letter from them stating the same thing with fees and other info. I ignored it since it was no longer my car, but it was odd that I was getting these letters at all.

Then a few days before my temporary tags were supposed to arrive, I received an email from Carvana stating that the Texas DMV was behind due to Covid and I need to download a new temp tag and print it and put it on my vehicle. The new temp tags were for a 90 day non resident tag. Not sure what that is all about, but they are basically saying that they are not going to complete this process anytime soon. If you do a Google search on Carvana you will find numerous articles of them being sued for not registering vehicles.

I called their support number and the representative told me that the paperwork had not been filed with the state yet and there is no way for him to expedite the process. He told me that I could go to the DMV and self register the vehicle and pay for the registration myself and I could get my tags in a timely manner. He went on to say that I can send them the receipt and that they would refund me the money I paid for the registration since I already paid Carvana for the registration. He said it would not be quick to get a refund and it will take 60 days or more.

I do not trust that Carvana will refund me the money so I told them I would rather they register the car like they are required to do by law. If you are looking for a vehicle, I would recommend that you look anywhere other than Carvana. They don’t care about you or customer service. Once they sell you the car, they are done helping you or even fulfilling their contractual obligations.

1. Delivery date -The date you select is just an idea. We were bumped the morning of the delivery and told to reschedule. The next available date was a week away! I kept checking the schedule and cut it down to 2 days but that was luck.

2. The pre-listing inspection checklist was in my glovebox. The inspector recommended changing all 4 tires as the tread was at the minimum. No dice - the original tires were on the car. Had to buy 4 new tires within 30 days! Brakes will be next - again noted as borderline on the inspection.

3. Registration process - Terrible. On 12/28 I was informed my registration was complete and my tags were on the way. That is what it said. Further, if I did not receive my tags by 1/21 I was to call in. By the way, the Temporary Operating Permit expired on 1/11. Called after 1/21. Was informed my registration was changed to a Title Only registration. Was told they would enter a ticket to find out what could be done. Called back on Tuesday. Was told all GA registrations were Title only. I could not find that anywhere on the website. Spent 2 hours going to the tag office, waiting in line and driving back to the office.

4. 2 Key fobs included like it said in the listing. Only problem is the batteries came needing replacement. I guess no one noticed that.

The good.

1. The car is great - but that is because the manufacturer built a great car.

2. The price was competitive.

Overall - I think I will work with a local dealer. While car dealers may all be thieves, when you stand in their office they will solve your problem. Calling customer service is not as rewarding.

Now on day 90 no tags still and now they demand for me to get vehicle re-state inspected because it will expire in 10 days due to their inability to properly process paperwork in a timely manner. They harass you when they want something from you but they could care less when you are in need of something from them. They could streamline this inspection and get it processed without inconvenience me but they rather harass their customers and do not care the stress they are causing as my daughter has this car out of state and Maryland inspections take several hours. I call and attempt to discuss this with them but they do not want to hear anything I say and choose not to process what I am trying to explain the challenges this is putting us through.

Looking at every communication and their website there is NO phone number or other contact method. You simply have to text and wait for a very robotic or scripted response. Since they had already hit my credit report with a hard inquiry, I requested that it be removed and I want to talk to a manager. Of course I get no response for a day or two and then a response that says 'sorry' they can't do anything about it. I am having to go through the credit agency and start an investigation into it to get it removed. However, since I had a hard inquiry my financing at another place was compromised to where I get worse terms due to hard inquiries on my credit report. Nobody ever tried to follow up or anything.

Great concept for buying a car, but when there is NO HUMAN to handle customer service or returns, it is impossible to have a good system. I can't imagine what those have to go through to return a car in 7 days without penalty. I bet they make it impossible and the buyer ends up having to keep the car or repair it themselves. Go to CarMax. Same philosophy of buying, but you get to work with amazing humans who guarantee the car for 30 days. They stand behind their cars and service.

I also have been asking the invoice with the corrected name. It has been almost 4 months, at least 10 telephone calls (each takes 30 to 60 minutes), we still do not have the corrected invoice. Each person I spoke to tells me something different than the one before. The last person told me that this case was closed on December 30th and I still don't have the invoice. Reputation of used car dealership is the same for Carvana!

Surely this pitiful offer means the savings are passed on to the buyer, tight?!? Well, no. I checked the sale prices on Carvana for a car similar to mine and they were going for $66K+. That means Carvana is looking to clear $12K on your used car. From my experience, Carmax and Vroom look for $3-6K margins. I ended up selling to Vroom at $63K (they matched the local dealer). They listed my car $67K. A $4K margin seems more than fair to me. Don't take this as a huge endorsement for Vroom, their communications are a wreck, but they did come through on the deal. Carvana is off the list for viable used car sales for me.

I called to tell them I wanted to return the car due to the lack of features. I requested that the shipping cost of $590 be refunded since Carvana lied about the car features on their website. They told me there would be no refund since the delivery was handled through a third party. Hmm. Carvana couldn't take money out of their pocket to refund me? Since they were the ones who misrepresented their product? I'm sure even a pizza delivery company would refund you if they gave you the wrong pizza. I called the morning of return day to ask if I would be receiving proof of loan cancellation from the pickup driver so I could show it to the new company I would be purchasing a car from in case there were any issues. The customer service rep assured me the pickup driver would have a paper copy for me.

The pickup driver shows up a bit late and is really nice. When he confirms why I am returning he states that "there is a faulty starter"??? I said "no, that is not what I told the customer service rep who handled the return request. The website stated the car had a power liftgate and keyless start but it does not". Then, when I requested the paperwork to show the loan cancellation he said "we have never given that to customers, the only paper I have is the return agreement", which he only had one copy of so he could not provide me with a copy. So the customer service rep doesn't know what they are talking about....

We signed the agreement and I took a photo. When I asked why the customer service person told me I would get a copy of the loan cancellation he said that the customer service rep turnover rate is high and even when the delivery drivers call the reps rarely know anything about Carvana policies. The delivery driver probably knew more about their policies than the customer service reps. Beware of them giving you false information.

I would never recommend this company to anyone. They do not inspect their cars well enough to clearly represent the car features online. They didn't do anything to try to remedy their mistake. Maybe if they had been willing to refund the delivery fee or offered to pay for the car to get the features their website claimed for the car to have installed I would have been more pleased with their service. Don't waste your time and money with these crooks. Carvana commercials claim to treat all their customers like they would treat their mom. They must not like their mothers very much.

I first looked around to see if anyone had better deals and Carvana came with the best deal for my budget. I proceeded to do the application. Got pre approved no problem but then we started hitting forks in the road! The first challenge was I had to take a credit alert off my account. Went back and forth trying to get that done. Finally chased everyone down. Got that done and everything begin to go fine.

I received my 2015 Mitsubishi Outlander Sport on 11/10. I was soo excited I will be back riding again. I took it for a test drive, inspected it and found the darn radio do NOT work! So per the channels I had to file a claim. I did everything they asked of me. Sent it to a in network provider. The first place couldn't fix it and suggest the dealership. I take it to the dealership and they did not want to work with SilverRock Warranty AT ALL! That was a complete waste! The Service Advisor told me what part I needed and gave it back to me to finish it when I have warranty. It do not work like that!

Furthermore, I still pushed on and drove a vehicle with no radio! So it haven't even been two months. One Friday night I go to drive my vehicle and it had this roaring sound. I'm like what can this be! I instantly panicked. Shut the vehicle off. It was too late to contact the warranty. I reached out to the warranty. They arranged for a tow and send it to a in network service shop. It was over the weekend so they could not look at my vehicle until Monday MLK Day. I spoke to the service tech on Tuesday to the get the report it needs a Cadillac converter replaced.

I am like, "Okay when can you start the work," unfortunately they can't because he do not weld. It needs to go to a exhaust shop. NOOOOO Exhaust shops want to work with Silverrock Warranty! So I'm back at square one. No vehicle to drive and car notes is steady being due! I reach back out to Carvana to see what are my options here! I spoke to SEVERAL ADVOCATES over the course of this issue. The first guy told me to demand or be more firm with the dealership and tell them they have to do the repair, as I wasn't comfortable with the dealership because they never fixed my radio problem!

I contacted the dealership. They advised that the part I need to do the replacement is on NATIONAL BACKORDER, meaning the part can not be retrieved NOWHERE! So back to Carvana I go. I advised can I be put in for a swap of the vehicle even swap! He stated that he can put in the request and hear something back. They got it approved and then I had to go through a back out delay process!

I have literally talked to soooo many agents it's unreal. One minute I'm good to go, next minute I'm not! Then I had to wait for the car loan place to lift the loan payments. They did that FINALLY! Now that my terms has expired. It is saying they want me to make a down payment of $10,500 when my first truck I'm swapping for I did not PUT DOWN ONE RED CENT! I said absolutely not. I'm not making that down payment. It's a swap! They tell me, "Well you know your terms change!" The issue here is that I still have a 20+thousand dollar loan on my credit that is making my financing terms go up and it shouldn't be!

I have been without a vehicle now going on 2 weeks headed into the 3rd week! This process suppose to be easy and simple! They are not offering any type of compensation due to me being without a vehicle! My life as far as running errands or doing whatever has stopped I have NO DARN VEHICLE! I finally get the 2015 Mitsubishi removed off to swap it for a 2014 Hyundai Santa Fe Sport and now they tell me, "Well we need someone to be able to fix your terms!"

The people that have to make the major calls or supervisors or whatever you want to call it drags their darn feet! I have had a couple of people that haven't been bad to talk to but outside of that this has been a complete nightmare! I feel my next option here is to get a Lawyer involved because this is ridiculous. This is not how someone should be treated and dragged along!!! They don't care heck. They have a vehicle to drive away in, I'm sitting here stuck! So once again I'm awaiting a call back and another support ticket has been entered and another person suppose to help. It's the same crap over and over and over AGAIN! I'm tired, frustrated, stressed out and sick of crying about this. I just want a drivable darn vehicle!!!!

"No I paid ACH there is no such thing as funds not clearing". We need to wait 5 to 7 days (sit on my money earning interest) before we can schedule delivery. On phone another hour "I will try and see if the funds have cleared." This is 5 days since they electronically left my bank account. Liars every step of the way. Cancelled deal. If you want a car quickly or even in 2 weeks don't use Carvana.

After I came home, I decided to go back to their site and see if there were any other cars that suited my interest. To my amazement, there was! Another car with the same options, same year but the best part was it had about 16k lower in the mileage. So I decided to use their 7-day exchange program to obtain this other car. I didn't even have to go back to the dealership as they were able to deliver it to me at my home. They even picked up the other car as well. I would suggest everyone buy their next used car from Carvana as the process was flawless and easy. I will do it again down the road if I'm ever in the market to purchase another used car.

However, throughout all of this, every person I talked to was very patient and understanding. I was able to get information about where the car was located (it had to travel over 1500 miles to get to me!). And finally, when my car arrived, Mike B., the delivery driver, took care of everything and talked me through all the paperwork so I understood what I was seeing and everything I was signing. I understand that the car had to come a long way and it is the middle of winter, but really, the excellent customer service really kept it to a level of mild irritation as I waited for delivery. I would absolute do it again because it was far better than buying a car from a traditional dealership.

Whenever it came to delivery time, it was delayed by 1 day due to a battery issue. I heard from Carvana via phone call, followed up with text message and email. Carvana gained my trust because they personally offered customer service that I had hoped to receive in a brick and mortar dealership. With going to several dealerships and viewing what they have online and in person, the customer service I received with Carvana has been top notch. I will purchase from Carvana again.

Financing my new car was a breeze, and I was offered a great trade in value for my old car as well. Only con I had was that the New York state DMV was having issues with registering my new car but that's hardly Carvana's fault based off my experience with the DMV. Overall it was a great car buying experience which I would highly recommend to anyone looking for a new car.

When I emailed her again that I still had not received a phone call within ten minutes someone called. The caller was very rude and short and informed me that the earliest they could come was Wednesday at 12:30. I am now receiving text messages that they are running late because of issues and they don’t know what time they will get here and they will “let me know.” That’s it. They will let me know. So I have no idea if they will still be coming today or ever.

After the vehicle was there two days, they referred us to the dealership. We went to the dealership, and they said they couldn't see us till mid Feb. So, we called around again and found another facility. We took it there and after about 3 hours their mechanics found the issue. The transmission was out. They said it is VERY common problem with those vehicles and not to drive it. OKAY! We contacted Carvana and they said we could trade it for a different one. At this point it is Jan 21st. We found a vehicle, but it was in AZ. They said they could ship it to us, and it should get here on the 26th. That was pushing it, but they assured me it would be here by the 26th. We said OK!

Three days pass and we get a notification that there is a delay, and they will have to reschedule. No one called, this was just an automated text with no information. We called Carvana and they couldn't tell us why it was delayed OR when we could get our vehicle. Now, we are waiting on a vehicle to move on the 28th. We literally are waiting to pack out items in the car and go. Carvana said the earliest it looks like was the 29th. Keep in mind, this whole time they are aware we need to move on the 28th. The first rep told us we would have to wait on the 29th or just cancel the order (which would leave us without a vehicle). We could also see on the map on their site that the car was about 6-7 hours from us. Yet, we have to wait days for the car.

After talking with a few advocates they were able to up to the day we move (28th). And we still have the other vehicle sitting in our garage that we can't use. I requested them to pick it up early just in case and they said we would have to cancel our order in order for them to pick it up early. So, we are currently waiting for our car to get here on move out day with a vehicle we can't drive. Now, everyone has been EXTREMELY pleasant...BUT that doesn't take away from the COMPLETE logistic mess this is and the HUGE inconvenience this has caused. Also, you can't just review Carvana. They have to send you a link in order to place a review, so I just picked a place to post on unfortunately. I will update this post once we get more information.

On December 13, we received an email that we had missing documents. So my husband called, and the person he talked to stated that they would be overnight some paperwork that needed to be signed otherwise my daughter would be ticketed. No paperwork came. On December 17th, we received another message about missing documents, so my husband called again. And again, he was told that they were overnighting paperwork. So we received an email on December 19th that the paperwork had been sent Fed Ex and we had not returned it yet using the prepaid label.... And again, we received nothing! We were threatened in the email for legal action, so I responded telling them to get in touch with the Doraville/Chamblee office and get the paperwork that was signed on November 26th. My husband called again and was told that it was on its way.

On December 20th, we received another email that they were sending the paperwork again. On the 21st, we received an email that we needed to send the paperwork back via the label provided to avoid legal action and that we were at risk of not receiving permanent plates, getting a ticket for not having the plate, and being in default under our purchase contract which could lead to legal action! On December 22, received another email that the paperwork was on its way! My husband called and got the tracking number finally! We filled the paperwork out (second time) and sent it in. We were given another temporary tag for all the trouble we went through... On January 20th (two months after paying cash) we received the permanent license plate. HOWEVER, we have still NOT received the TITLE on a car we paid cash for.... Boy, I look like a fool, right? This horrible experience is still not over! My advice....go somewhere else!

They refuse and are unable to send me the receipt from DMV for the transaction of the plates (which is the true sign it didn't happen or they would have them) and I sent them everything I got from the dmv showing they were rejected, only to be told by Carvana that I have to go visit the dmv to request duplicate plates WITH NON RECEIPT SHOWING THE FIRST WERE PURCHASED by them! So now they dumped it on me and I don't have anything to take to the dmv showing it was paid and order and need duplicates. So I let them know I have no choice but to get a lawyer to look into this because I am defenseless, and that part they enjoyed because it got them off the hook and they told me they could no longer LOOK INTO WHAT OCCURED NOW and sent me their Lawyers office P.O. Lol. Very sad. Never do it again.

If you go to a dealer at least you can drive up there and get these things taken care of instead of dishonest and disconnected people who have no concept of taking care of Customers using only apps from their phones to communicate and not caring at all about anything. Supposed to be hi-tech and it's no tech, all a pipe dream of tech. Holes everywhere in their technology and too stubborn/lazy to check for themselves on the garbage they tell you to cover their tracks. Do not buy from them, go to a dealership and I just like everyone else cannot stand sales peoples bothering me, but at least you can easily drive there to take care of things and they can't hide scared and unwilling to help or investigate behind an app. They have no vested interest or emotional intelligence to want to investigate and help you once the sale is over. Buyer beware.

During the purchase process, I was able to select a delivery date as early as the following week. I had to move the Filiberto date once without issue. The car arrived in great condition. The Carvana team delivered the car safely and walked me through the process. Both team members were wearing masks and kept their distance. During delivery, the team member noted a scratch that was not noted in the 260 pictures. She already reported the scratch to Silver Rock to take care of the scratch. Silver rock has already reached out to schedule and appointment.

Typically the delivery process would have taken about 30 minutes (including test drive, walk through and final paperwork). Our account showed we were paying ACH but we came with a cashier's check. This process was a little confusing however can be avoided next time. We would have preferred ACH but were under the impression that Carvana preferred a cashier's check. This snag added about 1.5 hours and a few phone calls between the bank and Carvana.

- Delivery team pointed out new scratch and took care of issue without and question.

- The mobile app has a view issues. The delivery date was incorrect in one location of the app so caused some confusion. Also the 360 view did not work on mobile view for a couple of days. Nothing major.

I would recommend Carvana based on the seamless car buying experience, price of vehicle, quality of vehicle and the customer service.

I have to give a HUGE shoutout to the delivery driver. He was EXCEPTIONAL! I had to let him know that my husband was very nervous due to COVID and I needed this to be a safe transaction. He was very understanding and professional. When my new GMC arrived I was thrilled. It was flawless! I took it for a test spin and it was better than I had hoped it would be. Detailed perfectly and even though it was a 2015, it looked and smelled brand new. I can't say enough about the delivery driver. He made the entire transaction comfortable and painless. He followed all safety covid guidelines; social distancing, wore a mask, and gloves. And he was very respectful. I have had my GMC for over a week now and I am VERY PLEASED. Carvana has a customer for life. If you are on the fence... GO FOR IT!

After pestering them for hours I they finally agreed to pay me off. I have to now buy the parts and install them myself. There is no customer care and for such a large purchase this was ridiculous. Do not buy from them. I have to now spend hours of my own time cleaning the car installing parts and waiting on hold. The worst part is the customer care people are condescending when they offer you the money. Not what you expect for a $40,000 Purchase.

Then I get a call saying that the car is not even there but in Indianapolis. I'm in IL. So basically they lied and the car was never there when they said and it was never going to be delivered on the day it was supposed to. I worked hard to get that insurance moved over for no reason and they could have told me this beforehand. Now I have to wait an additional 5 day and I have no car. No one seemed to care, and it's not worth it to deal with them. Just go to Carmax for less hassle. Carvana has poor communication and customer service.

Original Review: I am still trying to get delivery for the SUV. I have provided them with all the documents requested. Initially they kept trying to get me to verify the down payment through PLAID (A company that has a suit pending for misusing customer data). I had to get an insurance Binder that I obtained three weeks ago for the vehicle I don't own per CARVANA as part of their process. Credit Union sent them a check for the majority of the price of the vehicle that they have had for almost three weeks. I have had to e-sign the same contract at least three times.

Today I was on the phone with the Bank and I was told that I had a wrong account # number on it. I never placed an account number on the account because Carvana never required one. This has been the worst experience ever. Today the person that completed the three way verification said the car was approved and was ready for the delivery date I selected. They want me to have the same insurance binder to show to the delivery advocate. The same insurance binder that I sent them and uploaded on their site. Worst Experience ever. No one can can ever find information about emails or text the company sends out about the status of the order.

We were purchasing a 2018 Nissan Rogue with 45,000 miles AWD for $17990. With taxes and costs coming out to $19,277. WHICH is currently in my bank account. WHAT A MESS! And basically they are saying you can't do anything to make this right. You have all these vehicles and you can't make this right? You can’t offer us a similar vehicle for the same price with a mistake this big? We changed car insurance our premium went up, that payment came out TODAY, we have to call our bank and tell them that the loan we finalized today and the 20,000 in the bank account needs to be reversed or somehow canceled, I spent an hour and half on the phone today with Mark who was the only advocate so far that I'd recommend helping us to verify those loan funds with our bank and to change delivery to my husband's workplace since we live on a main road.

What an absolute mess. Carvana’s whole business runs on the idea that you as a customer can successfully car shop at home with the click of a button. How does that work if your system can’t even tell if 2 customers have the same vehicle in cart at the same time? Inefficiency. So stressful. And then no one wanting to make it right!

The Carvana customer service was fantastic. They helped me through this and have indulged in all of my questions pre and post purchase. Carvana needs to have set and solid dated. If you are buying a car, just know that they can and will push your car delivery back. Make sure you have at least 2 weeks if you are getting your car delivered. I will not be purchasing another car from them until their date issue is figured out. I don't mind waiting longer for a car or having delayed once. I just need a solid date. That's all. When I purchase something I expect it to be there when it is promised. Unless there is a great reason (like transit issues that cannot be controlled) I expect product when it is set to arrive.

The one issue I will bring up, is apparently something I've helped alert them to. If you're going for their standard six-year loan, all is good and this won't apply. However, if you're getting a different term length (we picked four years, when we retire), be prepared to have to re-sign (esign) your contracts, again, and again, and again. Make sure to contact them the day before and make sure they still have it as a four-year loan.

Apparently, their system defaults to the six-year loan every night, and you have to esign the contracts again. The first car, I didn't realize this, and ended up with a six-year loan. Carvana said it would take at least 60 days to "rebuild" the loan so it could start over at four years. I waited until my state had the title, and I did a refi loan to get it to a four-year contract. Not a dealbreaker, but still a pain. With the second car, I esigned the contracts somewhere between 15 and 18 times. The last time was a couple of days prior to picking it up and I was...mildly annoyed on the phone, but was told, yes, I would have to esign the contracts one more time. When I picked it up, they didn't have the contracts with them but said according to their notes, it was a four-year loan, and I have confirmed it is. Hopefully, Carvana will fix this issue for future buyers.

The issues first became evident when almost a month after our purchase they first reached out to say they needed an additional document and would need it in hard copy and had FedExed it to our home address. They did this right after Christmas when we were out of town. Had they not delayed in figuring out that they hadn't gotten this document from us at the time of sale (which they should have done when the car was delivered), that wouldn't have happened. No big deal so far, though, I called in and got them to FedEx to us out of town. A bit of a hassle, but ok. We returned the documents the same day we received them.

But now, more than two weeks later, they're still claiming they don't have the required documents, and when I called in to see what was going on, I was on hold for 20 minutes with their registration department without any answer. Almost a month and a half has now passed without any apparent action from their registration department, and I am becoming increasingly frustrated. Bottom Line: Until they work out the issues with their registration department, I do not recommend using Carvana.

I also took the car to a mechanic who said it was sound as far as the motor but pointed out that it had been repainted and was most likely sideswiped. None of this was listed on the original listing for the car. So at this point I feel like I overpaid for a late delivery that came with 1,000 more miles than listed, missing hubcaps, and damage that was not reported in the listing. Hopefully I don't have the registration issues that others have reported.

Original Review: The honest truth is that they only cater to customers in their pitifully sized network of cities, a.k.a. major cities. Then they charge ridiculously high fees to those outside of those perimeters. They were making extremely FALSE claims in their advertising, as their city networks weren't even set up yet! I know because more than one agent explained to me that their "network of cities involved in the program is still being set up".

I purchased my vehicle in March 2020. Thank God I was smart enough to bring my car to my regular auto shop for a REAL inspection! Carvana didn't fix the $400 broken A/C pump, which luckily we caught just before the extreme summers where I live. I had no spare tire, no jack, and no lug wrench. I was only 3 hours away from their free delivery area here, which the drivers were heading to after delivering my car, but they still charged me a $400 delivery fee. I even referred a friend, and Carvana refused my referral bonus, stating that I was outside of their "referral areas". A referral is a referral, my friend bought a car from you thanks to me!!! WORST service ever!!!!

Review: With my local Range Rover dealer telling me that no new Velar will be available for months or years to come, I decided to give Carvana a try(worst mistake of my life). After days of wait and browsing through we finally found a vehicle of our choice and pre-ordered the vehicle on Oct-16. I have to wait till Oct-26 to see the pictures and confirmed the order, which I did. We had a pre-approved vehicle loan for this vehicle.

Fast forward to the delivery day, Nov-5. Vehicle was delivered beautifully and we took a test ride and were super excited about the Rover. After the test drive, my wife pointed me to a oil drip below the engine and I quickly checked and found out that there is a oil leak from the vehicle. The car was out of warranty and Carvana was not providing extended warranty for the vehicle, so even after the delivery guy was giving me an option to take the delivery of the vehicle and get it repaired myself, we decided to reject the vehicle and told them to re-schedule delivery after the vehicle has been repaired. That was undoubtedly the wisest decision I have taken in recent times. This is where the nightmare begins. We desperately wanted this vehicle as we don't have a 4/5 seater car at home but how Carvana works put us in an odd situation.

The vehicle was sent to the local dealer who are difficult to reach. Carvana did a terrible job at coordinating with the dealer to fix the vehicle. They rescheduled the delivery 7 times to 15th November, then 19th November, then 24th November, then 29th November, then 6th December, then 10th December, then 20th December. 20 December was the date when I said, enough of time and effort waste, cancelled the order and I went to local Toyota dealer and got a brand new beautiful hybrid vehicle at a great price. I understand that unfortunate events can lead to unexpected outcomes but the way Carvana deals the situation in these circumstances is quite poor and I guess they are a very new and immature company with no experience to deal with these kind of situations. This is where they lacks at:

6. No warranty on the vehicle: The vehicle has a major transmission issue and dealer might take months to fix the vehicle. I am imagining if I would have found out about this issue after the 7 days return period, I would be in thick soup. Have costed me thousands and months to fix this vehicle and wondering how did this vehicle passed the 150 point inspection or the damage was during the transit of the vehicle. Both ways, it sounds concerning as it can happen to any Carvana vehicle.

The lack of professionalism and respect shows a lot about carvana. Would I buy again? NO. And I would NOT recommend anyone to purchase a vehicle thru them. Their financing is also not realistic to your credit. You could have a 800 credit score. Carvana would hit you with a interest rate of 8% on a used vehicle. I financed thru a credit union and got a 4% apr rate. Also the advertisement is false. There isn't any vehicle you could buy on carvana and receive it in less than 7days. Carvana is all hype. I’ve had way better experience in dealerships and this is my 5th financed vehicle.

After 6pm, a text comes in saying I missed the deadline and they can't process. I called again. The person wanted me to pick a different date and try to keep it going. I said enough! They have many problems with their system and obviously management. DO NOT WASTE YOUR TIME, YOU WILL BE SORRY. Just remember, their game is throw you a high quote on your current car to try to "sucker" you in.

Not only did all of a sudden my trade in offer was 2k lower, my car wasn't even available for pick up on 12/29/2021 and then my drop off date changed by a week. So okay, I called. I asked the rep what happened to all of my signed contracts which show the monthly price, trade in price, etc. She told me, "oh it just gets deleted". How on earth does a sign document just get deleted? So she put in for a previous contract loan agreement amount (my monthly payments increased by 50$), told me it would take a day, and nothing ever happened. So my husband and I talked and just agreed to move forward.

Scheduled a delivery date of 01/03/2022. Called, obtained insurance and was good to go. This time I did not touch a damn thing on my account. 12/31/2021 I received a text that my delivery date needs to be changed, so now this is the second time they've screwed up my date. They automatically changed it to 01/05/2022 at 4:30. Okay, well both my husband and I work, and we cannot take off. So I had to change it AGAIN. Now, changed to 01/07/2022, called my insurance again to move the date of policy start. 01/06/2022, 8 AM got a confirmation text that the car will be delivered the following date. So now I am like okay, I am excited. This is actually happening.

THEN.... two hours later, so 22 hours before my car was supposed to be dropped off. "We are sorry for the inconvenience but due to transportation issues we have to reschedule your delivery", and again, they automatically changed the date to now 01/10/2022 at 930. So I am okay, in a sense that is manageable. Only two days later, not that big of an issue. Called up my husband and advised. Two hours later, "we are sorry for the delay, we have to reschedule your delivery date." Again, they automatically changed it now to 01/11/2022. So now this is the 4th time they've changed my delivery date (mind you each time, you have to re-sign your contracts and something always changes) .... So finally I called.

First they used the excuse of weather (even though the car is located about 30 miles away from me), like oook people. Then I asked if I could just pick up the car (like you see in commercials). NOPE! The guy was literally so stern and rude. I was like, "Oh okay well why, per the contract the car is at this location." Again, he was like, "NOPE NOPE NOPE YOU CANNOT PICK UP THIS CAR..." so I was like, "Alright. Well you do not have to be rude." So thennnn he put me on hold to figure out what was the hold up. He came back to tell me he doesn't know why the car was not able to get delivered on any of the dates provided.

I asked the gentlemen, "Why do I have to keep on resigning my contracts," he said "that is just how it is". So, needless to say, this was about 3 weeks worth of a hassle, compared to a 4 hour day at the dealership. I ended up just cancelling my whole order. I would stay far away from Carvana. If it seems too good to be true, that really is the truth.

Oh and the local dealer cut Carvana's interest in half. So they give you less for your trade, charge you more for the vehicle you are going to purchase (oh but they have no fees lol. Yea they just charge you more and say "look no fees"), charge double the interest, and take weeks to finalize. I guess other than being slower and more expensive on everything across the board they arent bad. Sure you shop from your kitchen. We did that too when finding the local truck, its called autotrader. Then we filled everything out online and when it was done we spent an hour at the dealership signing papers. It has been over a week and still not a peep from Carvana.

I contacted Carvana in Nov. and told them they had until the 25th to get my registration done or they needed to refund me as it is way past the 45 days that they have to get the registration to you. They ignored me. Today January 4 I tried to get a hold of a supervisor three times.. I was put on hold for 40 minutes, I was hung up on and then I was told I should turn in the paperwork (while the "advocate" was laughing). I already turned in with a tracking number from Fedex. I again asked for a supervisor and NOTHING, not even a call back. So not only was the state specific title and other documents signed in the contract. They have, several times, sent me new ones to sign with different dates on them.

It states right on the title application that it is a third degree felony if anything on that document is wrong. If someone sends you a document that needs to be signed in September, but they dated it March, there might be a problem. If they want you to go out and get a VIR, and send the original to them, and then they continue to ask for another one, there might be a problem. And again, if they want you to keep signing documents over and over, there might be a problem. If you call Carvana and every "advocate" says the exact same thing, there might be a problem. If it has been 11 months and you haven't received license plates or a registration, yep, you got it, might be a problem.

If they cannot give you another temporary license plate because they have already given you 5....there might be a bigger problem. If they send you an "executive decision" saying that they cannot register your car and you should take an UBER to work. PROBLEM! If they refuse to answer direct questions like "Do you even have the title for this car?" PROBLEM! IF you upload your documents to their website and "they do not get it" PROBLEM... You cannot even believe the advocates! They are trained to be manipulative liars. They do not need to be selling any cars anywhere! They say they use our tragic experience for training, How long have people been selling cars? Training? Really? Is it that hard, or is it hard to find people that lie? Or is it hard to manipulate people and stay ahead of your lies?

The company has already been accused of insider trading, the company has thousands of people going through the same thing I am right now. They cannot sell any cars in Wake County, because of this. When a court fines this company, it is pennies. No worries for them. Who are they paying off? The DMV, Banks, cities are allowing this to continue, they are a disgrace to America!

The only bright spot was Megan from the Denver office who helped with actual information the day of delivery when things were again not going as they should, if not for her and Brad we still wouldn't have a car. The amount of time we spent waiting, I spent on hold, explaining things over and over again to employee after employee, asking for information and signing new contract after new contract (6 in total), they should have reduced the price of my car by thousands. Waste of my time, 6 weeks of waiting and finding rides, in no way was this hassle free. Save your time, go to a dealership.

How Carvana works: I personally had to go get a VIN impaction, I had to be hassled by your notary who kept disconnecting even though my mic WAS ON! Was hassled by Carvana stating they didn’t get the VIN via Fed Ex when it was CLEAR it was delivered and signed for. I had to do the work that a REAL dealership has always done. Now it is past a month and still no plates. A real dealership I would have had my plates by now. You blame it on our DMV. A LIE! My brother in law works for DMV in Davis County UT– he clearly stated that Carvana is the WORSE to work with.

4. Hassle free car buying. FAILED!

I was happy to reroute three great friends from buying from Carvana. Two went to a local Nissan and one went to a local Volkswagen REAL dealership. All three walked away from their dealership with a vehicle and all three have their plates. (Fully registered vehicles). Me, I am still waiting. On my second set of temp plates. I will continue to ward off people who even think about using Carvana. I will join any class action lawsuit that comes my way.

MISTAKE #2: Believing Carvana will take care of you - Customer service. That definitely stops after day 7. I still get customer service on a vehicle we purchased from a REAL local dealership after 5 YEARS! MISTAKE #3: Hassle free buying! Besides what was mentioned above – holy hell! Never again. Your whole process is far from hassle free. You never tell the customer they will have to do paperwork after the 7 days. No freaking warning. Here I was headed to have surgery when I get hit with the freaking paperwork crap! Panicking, I had to get YOUR crap paperwork done that a REAL dealership would never have had me do before my surgery since I would NOT be able to drive for 12 weeks! And so much more…so very much more….

MISTAKE #4: Every buying from Carvana. Dang, I had another van picked out a local dealer. Oh! sure it was $ 425 more, but the hassle and work, and so much more I had to do from Carvana, I could have gladly paid that REAL dealership that money! I would have walked out THAT day with a vehicle. I would have had my vehicle registered by now. With the $45 I had to pay to cancel my appt, and the money my husband lost from work – that net was only $329. Plus the time I had to spend on your paperwork -another $35 (my wages) so really - $294. WELL WORTH it to go to a REAL dealer.

I received an email from a company that SilverRock was using to get the license plate bracket and install it, but after the initial email, no further contact was made from them. Eventually, I went to a local dealership to purchase the bracket and had them install it at my expense because the plates arrived. On the positive side, the vehicle is a low mileage car and is very nice. My skepticism about the vehicle's maintenance remains questionable.

One final comment. The first vehicle had close to 11000 miles on it when delivered. The tires that came with the car were cheap Chinese tires I've never heard of. The tires that the manufacturer would have installed were Michelins. The second vehicle had a little over 20000 miles and it too had tires that were not Michelins. I got no help from any rep with Carvana as to why these cars did not come with original tires.

This was the one I referenced above with them rescheduling delivery. The only star on the Carvana side was the delivery guy who was very understanding the first time and accommodating the second time. He called me to see if I wanted the car sooner than the designated delivery time. Not a good PR company. I have purchased 3 cars over the internet in my life. 1. Ebay: flew me and my daughter to Texas to see the vehicle and purchase if I wanted it. Had it 15 years. 2. Dealer who walked me around the car facetiming. Very happy with the vehicle. Still have it. 3. Carvana: if you want to feel pressure and do all the work, go for it!

We are at a loss at what to do because the reps are never able to help, they just say the same exact thing and promise a call from a team lead. Like I said the buying experience was great and the customer service was great while we were in the process of buying the car but now that we have bought the car it's a complete change. You are no longer a priority after they have your money. Never ever again will I do business here and would never recommend them to anyone. So sad that we are stuck with a car with issues and no help from Carvana.

I again contacted Carvana through a chat and again was told "that's the way it is." I have purchased cars for many decades and never have I experienced such a ridiculous outcome. To make matters worse you cannot talk directly to anyone. They don't answer any of your questions directly. So I started a search and the BBB has thousands of people that have purchased cars and had major problems. Carvana is not the place to purchase a car period. JC

Next my husband came home, and he's a delivery driver himself for amazon, his boss gave him a couple hour window to do this nicely. Well they call like 5 min after cars supposed to be delivered, hours it will be hours late. Like 5 or 6. So he went back and worked, then came at that time, which his boss wasn't happy about at all of course. So that sucked. Then the car is a white different color?!?! Like it's listed as white, and it's silver. Also hub caps Falling off and cracked, and we test drive, well it's making a noise [wheel bearing] fine..Bought all warranty so we take it in. They fix but it needs 2 things and the hub caps and they inky approved 1.

Meanwhile Carvana reps told Me for my inconvenience if car being rescheduled 2 times for delivery that they are overnight in me a $500 check once we accept the car after the 7 days. We'll we have called like 4 times. It's Dec 28th. The car came Nov 18 so yeah no check!?! No one knows when it's coming. They give you a run around, and now I have to fix the other 2 things tho really, plus had another day off work for the 1st.

This just sucks, and it seems like they just trying to throw the car at ya, and walk away so they get their payments but we get screwed....Also has Been delivered with 1 key with key for, all in one key, so yeah that's another $250 that a loss. This could have went better, and the concept is cool, but damn, fix your cars, and do what you say..like the $500 you promised me would be nice, a fixed car would be nice, and another key would be nice, and he'll maybe toss in another $500 for all the missed work, and time, and ** we had to deal with, and then actually send them overnight!

I have been trying since last week to speak to someone other than a customer service agent and have been continually told someone from leadership would call me back. I have yet to receive any call from them! There’s no information on their website to reach anyone at corporate other than the customer service agents. Literally on their website it says they perform a 150 point inspection from “tire depth to brakes” but yet this van with the brakes at again ZERO and a major oil leak passed this inspection?!?! It seems not to be a big deal to them that they sold us a van which I drove my 3 kids around in that could have killed us! I’ve already filed a complaint with the attorney general and I will continue to file complaint after complaint with everyone I can until I get a resolution!!

Then I found the car that I wanted. I still wonder if this was a pricing error - a 2011 Subaru Legacy GT in incredible condition priced the same as other Subaru Legacy's. I wonder if carvana recognized the rarity of the GT with the STI motor but as soon as I saw it with the price I snagged it. From when I decided I was going to buy that car to when I signed my final contract (all digitally) took less than 20 minutes.

When I went to the dealer to pick it up and turn in my trade in (which I opted too, home delivery was available I just wanted to see the big car vending machine), it was so easy and flawless and quick that I left feeling like I had done something wrong. I waited for the call that something is wrong but it never came. I'm a carvana customer for life. I'll never go to a car dealer again.

Since 100 days warranty period was expiring I thought of getting the car repaired on 94th day and dropped the vehicle at another in network repair center. He tried to contact SilverRock but was not able to reach out to them and left a voice message, I left my car with him for 2 days as he said once he get confirmation from sliver rock he would perform repair. He did not received call back from Silver rock, meanwhile I was checking with Carvana customer care on this issue. They used to redirect to Silverrock and this was happening in a circular fashion. I was worried because 100 days warranty was expiring and one of the representative from Carvana said since I reported the issue within 100 days it will be covered by Carvana is what promised. But now when I am contacting after 100 days a different representative is saying it will not be covered since I crossed 100 days.

3.) Communication between Mechanic, Silverrock and Carvana customer care is worst and consumer need to stop by multiple time at repair shop to get the details. If something promised can be done, it would be better to the consumer instead of false promises and wasting time.

It doesn’t take long to renew a license in California since all that is needed is an updated photo and a processing fee. But if needing to rush to re-list a vehicle on Carvana that isn’t even in demand is more important than selling it then go ahead and keep the car. I’d rather deal with the headaches of a dealership in town. The current license requirements should be listed on top of the website to keep from wasting everyone’s time. Another customer lost forever I guess.

Over the last two years I've attempted repeatedly to get the easiest, least time consuming experience in buying cars I was interested in, at multiple (over half a dozen) dealerships. Every time, they refused, telling me that they can't do it, it's not possible. So, I didn't buy from any of those dealerships, because I didn't need or want yet another full day marathon to buy a car, as I've experienced repeatedly over the past 30 years. Carvana is proof that the dealerships can do it, but they just don't want to. From my experience as a former car salesman, I am 100% sure the reason is that they are afraid of losing a sale or not being able to maximize the amount of money they make off of us as customers.

With Carvana, I purchased a car as I had time to do it, over several days. They did all the same things any car dealership does during their often all-day (8-12 hours in my experience) car buying process, but Carvana allowed me to do it at my own pace. I'm sure I could have backed out and refused to buy at any time, which is what scares every single traditional car dealership the most. This is why traditional car dealerships insist that you sit in their building for hours on end while they work to get you to give them what they want. So, in selling my old cars, Carvana was there every time, as expected, to get the job done right in front of my house. It took two times for one car because it unexpectedly did not start, but they came back after I fixed that, and they gave me no problems on that. They paid me 100% of what they promised on each car, and the money was literally in my bank account within 24 hours after they took each car.

In buying the car, I pre-ordered one that fit exactly what I wanted. It took a long time for them to do their 150 point inspection, but a couple of weeks wasn't unbearable and I didn't want them to miss any problems. Once they finished, I had about 36 hours (I forget how long exactly) to start the buying process before the car would be made available to other buyers. Once I made the final decision to buy this car, after a lot of research and looking at pictures of it, I took several days to complete each step of the process. They said they would deliver the car in 48 hours, but ended up actually delivering it to the front of my house about 5 days later. That was not a problem, because I really wanted the car at this point, and I knew they were transporting it over 500 miles at no charge.

Once they delivered it to my house, everything was great, including in the 7 day trial period. Three weeks later, I got text messages that they finished the registration process, probably two weeks after that 7 day trial period, and the new California plates were on the way. I've only purchased once from Carvana, but I expect to buy from them again in the future, except possibly in cases when I can buy directly, online, from other manufacturers or dealerships. I think as more people realize how car buying can be with Carvana, traditional dealerships have no choice but to change. I walked away from a half dozen of them over the past two years when they refused to give me a good experience, so I think they are starting to understand. I know I am not alone. I don't expect to go back to any traditional dealership ever again unless they can promise a 100% online experience.

Con: Let me say executive management needs a change. It's apparent on how poor the experience was. Most of the people I dealt with were excellent CSR, with the exception of one guy who kept telling me everything was my error. Information was often conflicting, mixed messaging, and things promised were never completed. The handling from the day I set up an account was just second rate. Here is a list

1. Web site and App never said the same thing,.

2. It took over a month before the car was delivered.

2. CSR would "update" system with my request and the next time I had to call it wasn't done.

3. 1st delivery date was cancelled. I called and was told it was my fault for not providing documentation. I told the CSR, "Look in your system and tell me what date the files were loaded," - silence - but it was still my fault. I called immediately and was told delivery wouldn't give me the slot back.

4. Told them I wanted to transfer plates, gave them documentation, and they still charged me for new plates - blamed it on lender. I ended up signing a contract with the incorrect price (I had to settle for an email from Carvana saying they will refund me the difference). Carvana said they couldn't talk to their partner lender to have the contract corrected.

5. Their interest rates were awful. Obtain a partner lender a full 2pts below Carvana's. There was poor communication between Carvana and their partner lender.

6. I wanted an extended warranty paying cash. Was told first I could pay cash, then I was told it was mandatory that it had to be financed? I was never added, as much as I wanted it, they never added the warranty - I ended up going to Ford for their ESP warranty.

7. Was told 150 pt inspection - which apparently did not include a test drive. Rotors were warped. Vehicle vibrated during braking on the first day. Their 100 day warranty paid for the rotors, but not the brake pads.

8. I had to load the same documentation multiple times. The page would say everything was fine (after review), then I'd receive a text that documents were needed and I would upload the same thing again.

9. There was a lot of internal finger pointing blaming other sections for the problem.

10. I lost count the number of times I had to call. That was a waste of my time.

Ultimately this comes down to executive management and the lack of their ability to instill the corporate philosophy. It's a great concept, but when your IT systems fail, your business processes fail, poor communication, mixed messaging, it all comes down to... They are growing corporation, but with leadership not capable handling the dynamics of the growth. Conclusion: I would probably buy another car through Carvana for the pro's list above. However, my expectations would be significantly lower. If you need a car quickly Carvana is not the way to go, but if you have time it's convenient and a good way to buy.

Finally, I got the car and got the registration paperwork. However, after taking possession a month ago (and trading in my old car), I found out yesterday that Carvana still has not paid off my old car (to the same CU who financed the new one). Again, I'm just floored at the lack of professionalism, the ineptitude, and apathy I've experienced during this process.

Also as an FYI - when the car was delivered, it had a two inch long gouge, with a big black mark, on the passenger door that was not indicated in the original ad for the car. According to Silver Rock, Carvana's eval team, that was somehow to be expected from a used car, and they will not fix it. Thanks again Carvana. I have truly learned an important lesson, and will purchase all future cars in person.

Every car I found was in a pre-purchasable state. I would fork over the hundred dollars for a few days to reserve the vehicle, and then it would just sit unpurchasable for weeks on end. I would call and get one lit after another from their representatives as to why or when the car would actually be available and then give up. Finally after months of wading through their inaccurate listings, I find a car that has near all of the features I want and insanely low mileage for its age. Again it was in a state where it could be reserved, but not purchased.

After weeks of waiting and lies of all sorts from their representatives, I finally managed to get a hold of a supervisor and was told the reason for the delays is not because the vehicle was awaiting inspection as the site lied about, it is because someone screwed up and they didn't even have the title for the vehicle to sell it! After weeks longer waiting, I finally get the e-mail that the car is ready for purchase and I have 24 hours to complete the process. It's just so wonderful they waste months of your time, but hurry the hell up when they want you to do anything.

I complete all of the required paperwork, e-sign everything, upload my documents...and get a delivery date weeks away. A week later I get a message saying the delivery was delayed for another week. I call in and they have nothing but more excuses...on top of this they tell me that I need to provide insurance starting BEFORE the date of delivery of the vehicle. They actually want to require me to buy insurance on a car I don't own or have in my possession or they are going to cancel my delivery. After arranging insurance to start before delivery, the insurance company would not provide insurance cards, only a deceleration letter until midnight the day of the change. Again, good enough for any real dealership, but not for Carvana. They even call and harass my local insurance agent who tells them the exact same thing.

So, finally the delivery date arrives, the car is almost here. I had to arrange pickup in a grocery store parking lot 19 miles from home to avoid a $700 delivery fee! Everything is fine other than a big ole scuff on the front passenger corner that was not disclosed in the sale. The delivery driver tells me that they were adamant about him taking pictures of it when he reported it. I call in and report the damage, and they lie about it...claiming that it was in the pre-sale inspection photos, which are conveniently not unavailable to me or anyone else on their site.

Luckily the former owner took good care of the vehicle, so it was almost all good at the dealership for inspection. It just needed a battery and the brakes flushed and filled. Now I am in the middle of the nightmare that is the paperwork for plates and registration with Carvana. The car which came from Michigan via their third party Ohio depot, and was sold to me in New Hampshire via their Boston dealership...comes with a 45 day Georgia temp tag on it. Is that even legal? I am two weeks in and have heard nothing at all about my registration and tags other than they are being delayed due to COVID.

My take on Carvana, they should be shut down for claiming they have a "hassle free" buying process alone. If they were not out there hoovering up all the used cars at auction, they would be available to reputable dealerships to sell. If they happen to have a car you really want (Quadruple check the listing for accuracy!!!!), they might be worth dealing with if you have the patience and hours to waste on the phone being lied to to get you to hang up and then ages to wait for delivery and your registration and tags. If not, run for the hills and don't look back!

This company does not check their cars before sale and DEFINITELY does not tell the truth about the condition of the cars they are selling. The company is there to scam and steal your money from you. After trying to get carvana to resolve the issues of the car they had sold me I have been sent from customer service rep to customer service rep. They have no line of direct management and provide ZERO resolution. It is disgusting the lengths this company goes to scam customers AVOID EVER BUYING A CAR HERE.

Positives:

1- Delivery truck was broken down, the Carvana rep drove the car to me and picked up my old one.

2- Online buying experience was smooth.

3- Carvana's customer service is decent/good.

Negatives:

1- The truck arrived a week and half late due to issues at the Arizona location.

2- The truck came making noises in the engine compartment. Not little noises, but a loud noise that would come and go intermittently. When the delivery representative was going through it with me, I mentioned the noise and he said it must be something in the bed of the truck and he heard it on the drive up. The noise was literally coming from the engine, not the back of it. It doesn't take a rocket scientist to figure that one out.

3- The truck tire pressure gauge was on, when I took it to a nearby tire shop, the tire pressure in the tires was low. Not a little low, almost 20 PSI low in all 4 tires.

4- On the third day of owning the truck, I was about 30 miles out of town and that's when it completely broke down on me. It was a sequence of events, where the heater stopped working, dash lights came on and the speedometer stopped working. From there about 10 miles more in, the entire truck shut down. Gut instinct was the alternator and or battery. I had the car towed into town.

5- Because the cars through Carvana come with a 4000 mile limited warranty, which is the only thing that is going to save me on this whole deal. I took it to a local "reputable" shop to have it looked at. There is a list of shops you can take it to in your area, but knowing people that have worked on your cars in the past and you trust them, that's who I like to stick with.

6- I have now had the car in my possession for two weeks and it's been in the shop for 75 percent of it with the possibility of it now being there for another week, easily. All because you need to have the repairs approved through the warranty company. Which is where you will run into major issues. The warranty company Carvana uses, SilverRock, questions EVERYTHING that it needs and tries to get out of covering the costs of the repairs or allowing what part should be used and tries to Nickle and dime the repair shop into using parts that will fail sooner than later.

7- So far I am looking down a rabbit hole of repairs and my out of pocket costs, which should be nothing BTW, will end up costing me close to 400 dollars with the total cost of repairs aside from my out of pocket costs around 2 grand. The question I have, how can Carvana who prides themselves on a 150 point inspection clearly send a car out that is making noises to the point where you can't hear yourself talking to the other person in the cab with you, a battery that is dead in the water and tire pressure you would have low enough to take on the trails for off-roading???

8- The Carvana representative, who seemed decent at the time of delivery, told me, if there were any issues or I had any questions to message or call them on the number they called me on to deliver it. I attempted to call 3 times and messaged him 3 times too. Not one response was attempted to get back to me about my concerns, especially after it had broken down.

Final thoughts: In hindsight, should I have let Carvana take the vehicle back since it was under the 7 day 400 mile return window? Absolutely I should have! I had the car for 3 days, it ended up at the shop and I just wanted it fixed, since it was what I have wanted since I was a little kid. Sometimes letting the ego go, I should have let them take it back and figured out something else.

With ALL that being said, I realized that Carvana definitely does NOT go through the cars they sell. There isn't a mechanic looking at them before they go out and if something does go wrong you'll be waiting a long time for the warranty company to cover the costs if they decide to at all. They "SilverRock" actually told me to reach out to Carvana about the car and the warranty. Which I did, the customer service representative literally laughed and said that it's SilverRock's job and that the repairs are very much warranted and should be covered without any questions or hassles to my mechanic. The Carvana Rep proceeded to tell me to call them back if I was still having issues with SilverRock covering the costs of the repairs. It feels like it becomes a game of chasing your tail and to see how long an individual will put up with it before finally paying for the costs themselves. I assure you, I will not be buying a car through Carvana ever again....

As I type this, I actually have no idea when my next rescheduled date is. I am not concerned that the car won't eventually get here. The frustration is that it will likely take a month or more to actually get the car and the amount of added time I have been forced to invest into simply getting this car. At a dealership, as painful of a process as that is, you know you are walking out with a car. The logistics of the Carvana delivery system leave a lot to be desired and they are forcing the company to fail at keeping their consumer promises. Time and time again.

After trying to resolve that issue and failing, we canceled the order. Because we were using third-party delivery, we had to send the check before they would deliver the car. I have been trying for about a week for them to send my check back. Every time I call, I get a different person who will place me on hold. Then when they come back they tell me they will have to call back. Which has only happened once. This is the worst company with the worst customer service. I would stay away from purchasing from them. Oh, and good luck trying to speak with management. I was told it would take them 24-48 hours to talk to me.

After I had hustled to get all documents asked for so I would not push delivery date out another day, Carvana pushed delivery date out 2 days! Move onto the 150 point inspection, don't believe what you read; the only item on mine was that 2 tires were replaced- on a vehicle with only 7,000 miles on it, a reasonable man could expect that the 2 new tires would be the same brand and model as the original OEM tires-NOT! Carvana instead put 2 bargain tires on that had different diameter, wear rating, ridability and tread pattern!

After 4 days (and 5 Advocates? later) AND a wishy washy Team Leader who first approved the replacement of the bargain tires with the OEM matching tires and then denied same my anxiety and frustration level was over the roof. If I didn't love the vehicle so much I would have returned it. The 150 Point Inspection clearly states 5 Detailing items to be performed: glass inside and out, interior clean and odor removal, wash, wax and buff exterior and tire shine - I did not notice that NONE of these were done. Consequently, Tya submitted request for $150 payment for me to have vehicle detailed privately.

Finally, after dealing with multiple Advocates over 4 days, Carol was courteous and brave enough to tell me that Carvana was going to do nothing about the mismatched tires - I am curious as to how many Team Leaders at Carvana drive around their own personal vehicles with mismatched tires? To me, this whole tire thing just points to the terrible ethos, ethics and lack of truly caring about the customer! Perhaps Carvana needs to revisit their Mission Statement and the Carvana Code again- Would you sell your Mom a vehicle with mismatched tires on it? You Won-

After 4 days of fighting with Carvana all I wanted was closure- I got it! I am having 2 MATCHING TIRES put on the car (a 2020) today at a cost of almost $500, but well worth it for peace of mind, ride comfort and my wife's osteoporosis. You have probably got the idea by now that not only will I never buy another car from Carvana, I will make it my life's goal, using any all platforms I can, to warn possible future buyers to not buy from Carvana - under the heading of Caveat Emptor. ✘ No, I do not recommend this product.

Then the bigger problems started. My cars engine took a turn for the worst because I was driving around without oil in it because the check oil light never came on and I’m not sure if it was leaking or just burned off but there was never a leak detected. If the light had come on I would’ve gotten an oil change or added oil and stopped driving immediately. Then when I reached out to Carvana I was denied help because I was over the mileage for my warranty. If the check oil light had been functioning from the beginning I wouldn’t be stuck with a car still owing almost the full amount that I currently cannot drive and that needs a whole new engine that Carvana is refusing to pay for. I’m in the military and need a car to get to and from work on a daily basis and being stuck without a car that I still have to pay for but can’t drive is outrageous. I will absolutely be talking to my legal department for Carvana selling me a lemon. DO NOT BUY FROM THEM!! Especially if you are in the military!!!

Once I realized the over month of work on my end to get the vehicle to proper running order, I decided to cut my losses and exchange the vehicle. I picked a similar vehicle, and initiated the exchange. I was then told conflicting information from different people about the process. I ended up checking the status of the new vehicle, and saw my trade-in wasn't applied, even though I was told it would. Additionally the delivery information was initially incorrect. I was also told on the phone that my transfer of plates would be given to the delivery person of the second vehicle. This was not done.

Once the second vehicle was delivered, I once again found the product to be less than advertised. The license plate issue was never delivered, and then I had to get new plates, or go through a hassle on my end. The "mud flap" on the front was falling off. It appeared the vehicle was keyed along the entire driver side. The auto start/stop was not working as they put in a battery that specifically says not to be used with that system. The front windshield fluid dispensers don't work. The center counsel is extremely loose. Part of the steering wheel doesn't heat up. There is mold on the wind diffuser for the sun roof. One of the vents has a broken air director. The air conditioning might not work.

I could not find an adequate replacement vehicle on their site, so I am forced to keep this vehicle now. I will now have to work with two separate repair shops, set up initial appointments, get diagnostics completed, have them call SilverRock to see if the stuff is covered, get the results, set up a second appointment, get things fixed, then get my vehicle back. This is incredibly frustrating that their "150 point inspection" seems to miss so many issues. I brought some of these concerns up with their text service, and I was told "Your frustrations are very valid, and I respect them. If I were you, I would feel exactly the same way," but offered no solution.

I will never buy through Carvana again, and will actively advise people I know to avoid it if at all possible. I have never in my life had a more frustrating, convoluted, disappointing experience while purchasing a vehicle. I will say, the two delivery drivers I interacted with were friendly, and they are the only reason I am even giving a single star review.

The car had a mileage discrepancy of about 39k miles as it showed 57k on the odometer, opposed to the advertised 18k. This turned out to be a clerical error on Carvana’s end. They told me the car was priced properly for the 57k miles, they had just made an error in advertising. The low mileage was the only reason I had purchased the car, for the price because I knew it was a good deal. They offered to find me a different car with lower mileage, but the price tag was going to be higher. Which felt like I was being punished for their error. I ended up keeping the car after requesting an extended warranty instead of me having to purchase a more expensive car, and was denied this request - they offered me a check for $500 as an apology which was a very small gesture. They promised to overnight the check as a courtesy for my trouble.

After 10 days of no check I called to follow-up, they issued a new one “overnight” because there was another accounting error. After a week of no check again I followed up. There were more clerical errors in requesting the check but they “resolved it” and were overnighting it again. Five days later I am on the phone with customer service because I still have not received anything and will be waiting on a callback for an explanation (excuse).

I have done everything I need to do, have been courteous to agents, paid my payments on time, and keep getting the runaround. In my honest opinion $500 for a 39k discrepancy was hardly just, and spending 5 hours collectively on the phone with customer service because of continued errors and lack of due diligence internally has left my first car buying experience in terrible taste. I will not ever do business with Carvana again. I’ve had to hold their hand the entire time through the process and have been taken advantage of.

SilverRock did reimburse me for the tire and mirror cover I purchased, but I never should have to replace those items on a new vehicle purchase. The 150 point checklist by Carvana before the vehicle left the facility obviously was not performed on my car. My head hurts from reliving the traumatic experience that I endured from this vehicle purchase. I honestly lost count of the number of times I called and rehashed the buying scenario with Carvana advocates. Now I am dealing with registration issues and questions that remain unanswered by Carvana advocates. I cannot, with a clear conscience, recommend that you purchase a vehicle from Carvana. I understand that hiccups happen in the car buying process, but this entire ordeal was nerve wracking and frustrating.

Pre-sale (3 out of 5): Given my trade-in coupled with the state of the used car market, I received what I perceived to be a better than average offer on my trade-in. Next, I looked at a couple vehicles that fit my search criteria and actually wound up putting two separate deposits on them via pre-order. Unfortunately, they both fell through for different reasons. The first was simply due to the vehicle not being available after almost one month of waiting. As such, I opted for another comparable car but rescinded that one due to the poor condition of some of the interior bits. Finally, I fully committed to purchase a vehicle that was listed the same day and was fortunate enough to grab it within hours of it becoming available.

Sale (3 out of 5): Once I started the purchase process, it was touch and go for a while. Since opted to use my own financing, there were quite a few obstacles and hurdles that I had to overcome to ensure that a) my order would be completed in a somewhat timely manner and b) I did not lose the car due to not having the requisite documentation and paperwork in order. One thing that I wish was conveyed to me was that when opting for a 3rd party lender, you should select a delivery date at least 7-10 business days from the time of purchase. Not knowing this resulted in several "missed deadline" emails and texts from Carvana and also required re-starting the purchase process twice. This was due to my lender needing time to process the loan; from origination to underwriting.

Due to the holidays, this process took much longer than anticipated and was almost two weeks total. Finally, in light of the missed cutoffs and not knowing the status of my loan, I spoke to a Carvana Advocate. She recommended that I change my delivery date to a week later than I had previously requested. When my loan was finally completed and Carvana received everything they needed to complete my transaction, it was fairly smooth after that.

Delivery/Pick-up (5 out of 5): With delivery day being set, I was excited that I had the opportunity to pick-up my vehicle at one of their vending machines. Once I arrived, the employee took my trade-in out for a quick spin, returned, and completed all the paperwork. The process started and ended very smoothly with only one minor glitch in the paperwork. Once that was sorted out, I was treated to a very memorable car pickup experience. The staff I dealt with were all very friendly and helpful. They took the time to answer questions and ultimately, just let me enjoy everything. Start to finish, I was out in about 45 minutes. I had the opportunity to conduct a walk around and quick internal inspection f of the car. It looked 10x better than it was displayed in their rotating showroom. That did not do it any justice as the sun shining and glistening on the paint isn't captured in an indoor environment. I was blown away at how much better it looked in person!

Post-sale (3 out of 5): I really have been enjoying the new ride. It was a step up for me from my previous car. As any prudent consumer would do, I had my own post-purchase inspection completed. Consequently, I have to take exception with two items:

1) Condition of the tires: I knew there was a high possibility that the tires would need replacement due to them being part of a staggered wheel/tire setup with 18k. My own tire tread test along with a visual inspection, coupled with the PPI revealed extremely low tire tread depth (just at 4/32). I know the inspection reports lists 5/32 as the threshold but I would have to disagree here. I can produce photographic, visual evidence that would be in juxtaposition to the report. Nevertheless, I've already ordered a set of four new tires since this was inevitable and refuting a 1/32 measurement discrepancy isn't going to make the tires any safer or less susceptible from replacement.

2) The fact that the vehicle inspection report indicated that 99% of the items listed were under the "passed" category. Now, with it being a) still being under manufacturer’s warranty b) a 2019 model and b) having ~18k miles, I wasn't expecting much to come up mechanically. While this was largely the case, a couple issue came up during the PPI that are in direct contradiction to the Carvana report that is posted online for the vehicle. I won't go into all the details but essentially, they fell under the category of 'leaks'. There are 10 items in the inspection report that reference the word leak or leaks as being checked for.

If that were the case and they all received a "passed", why did a comprehensive vehicle check turn up one confirmed leak and another possible leak (2nd appt setup to verify)? I spot checked several other vehicles reports on the site to determine if there were any that actually had the 'fixed or replaced' column check but to no avail. Now, that doesn't mean that those vehicles did not have issues. It's just that even if there were, they weren't caught or reported.

None of these items were deal breakers worthy of not keeping the car but instead, deserved to be elevated and referenced in a post-sale review. Final impressions: My review and assessment of my experience wasn't meant to be negative or critical but objective. I think pointing out what worked and what I enjoyed about it is equally as important as what didn't and could use improvement. Overall, I am content with the purchase after only one week of ownership. I think setting medium expectations going in will set you up for an experience that accounts for a wide range of issues or tribulations that may come up. Similar to a home inspection, get a post-purchase car inspection done so you know what type of vehicle you are inheriting and can set a baseline for mechanical and aesthetic expectations.

I scheduled an appointment to pick up my car and met with a Carvana employee, who was very nice. There were a few papers to sign for the actual exchange of the cars. The vending machine experience was very cool and was definitely a unique way of buying a car. The Carvana employee looked at my trade-in while I took the new car for a drive to see how I liked it. The exchange was very easy and it was good to know that I could test drive the car for 7 days or 400 miles to make sure that I liked it.

The things I was not so happy about might have been regional and may not be a factor everywhere. It may also have just been an oversight, accidents happen. When I went to leave the lot with my new car after my test drive, the battery was dead. The employees immediately jumped the car and gave me the number to their business, telling me that if the battery were to stop working the next day to call them. The employees thought that someone who was detailing the car accidentally left the headlights on, which is probably what happened because the battery has been fine in the week since.

I had four very low tires when I left the parking lot. When I filled them, the light would not go off and the rear driver tire was losing air rapidly. I probably could have asked for SilverRock to deal with this problem but it turned out to only be a broken valve stem and easily replaced on my own. I did not ask them for help with this, so they were never made aware. I'm sure they would have had it replaced under warranty.

When I left the lot, I had a spiderwebbing crack in my front windshield but it was too dark to see it until the next morning. When I called Carvana, the assistant was very helpful and put an email through to their limited warranty company SilverRock. SilverRock emailed me asking for details and pictures of the damage, which I gave them. I received a text from them in the next day or so saying that I had a $0 deductible and that Safelite would be coming to my house to replace it. The appointment was already set up for me with a date and time so I had to call and change it to a day better for me, and it did have to be authorized by SilverRock. That repair has not yet been done but is scheduled for two days from now.

Registration is all online and Carvana takes care of all of it, meaning that you don't have to go to the DMV for your plates. The plates will be sent to you in the mail, making the process convenient. Overall, I really liked my experience with Carvana. I wish that the car would have been double-checked for issues before I took it off the lot; however, the limited warranty replacements have been top-notch and very quick. I would still recommend Carvana. The ease of car shopping online is awesome and the customer service is great. My only recommendation would be to double-check your car before you leave the lot so that you are aware of anything that may need fixed. I did not have a problem with Carvana saying that the warranty would not pay for these things but it might be a safer bet, just in case.

The call center representative who called to confirm my information, loan items, odometer, etc. was the kindest person I have ever spoke with on the phone from a company, maybe in general! She was knowledgeable, answered all the questions I had, and made me feel at ease with buying a car. Sight unseen for the first time. We had small talk, chatted about her job, and family, my puppy and the new car excitement. Before I knew it, everything was confirmed, set up, and I was ready for my car delivery the next day.

Then came the next day when the car was delivered. It literally was delivered faster than some of my Amazon packages. The delivery driver was great, kept me informed his whole drive to me, was able to track the car in the app, and when he arrived it was very easy swap. Took the new car down, let me test drive while he loaded my old one onto his truck. When I agreed that everything was up to my standard with the new one, he showed me around it, where certain buttons were and such and I signed papers.

He was about to leave but had forgotten something in his truck, the call rep from the day before had sent me and my dog a swag bag! It was such a kind gesture from someone who did not need to do anything like that! Just such a nice extra personal touch of and made all the impact. I adore the car, but when it comes down to it, I will use Carvana in the future again and rave to my friends/family about it because of the ease and the amazing people that work there that I came in contact with.

1. CSR rep Emily in PHX let me know I had two $500 checks coming as a previous customer and referral program I qualified for. I was excited to hear one $500 check would be put towards my overall car price, and the other one would be overnighted immediately so that I could use it towards my down payment. This was on a recorded line, on the telephone.

2. Turns out 4 days later and I had not received a check I called to check in and find out what was going on. I was then informed by a CSR UW that I would not be getting one of my $500 checks because they no longer do referral promotions. I would still be receiving $500 off my rate of the car though, so I requested to speak to management to understand why my delivery date was also postponed with no email notifying me, and why they promised their customers money off but don't follow through. It took 4 DAYS to receive a callback, and if I missed the manager's calls at all, I would then have to wait to be added to the queue again. She apologized and offered to sending me a $250 inconvenience fee (which I never received) and to fix the delivery times and make sure the $500 stayed off the asking price. I accepted this solution, was excited for my car and thanked her for at least trying to help me fix this.

3. I received my car, and it was beautiful. Day 2 my check engine light came on for overheating and it had to be immediately sent to a shop out of town about 30 mins away. They took my car as a trade in, so I no longer had a vehicle to drive with for almost a week. Extremely inconvenient. At this point I was upset but still patient because I had faith this was the end of it.

4. Because the 7 day "preview" window for the car had been used up being at the car shop, Carvana wanted me to accept the car that next day or give it back. They gave me NO time to actually drive it and I felt very uneasy with accepting a vehicle that had a check engine light of a thermostat problem (causing overheating). I put in a ticket to speak to management, and it took 2 business day for someone to respond (Brian ** PHX). He apologized, offered to send the $250 check again because I never received it and gave me 5 additional days to test drive my car and make sure nothing else was wrong with it. He then proceeded to tell me the $500 amount was not put on the price of the car but would be sent via check overnighted to me instead. I was frustrated, but still accepted his resolution in continued chance to not give up on Carvana.

Unfortunately we are on month #1 and I have yet to receive any check from Carvana, my car has had minor issues, and I have no response from any management, or tickets to speak to management. My registration has now been pushed out to January 2022 before I can get my plates back, and it's left me a horrible taste in my mouth about this company.

I will be contacting the news sources within the state, all social media and business review outlets to hopefully share my experience and get you to understand their business practices have changed and it absolutely isn't worth it. Broken promises, faulty cars and pushed back delivery or registration dates. Don't believe me, google the reviews and I'm not the only one. Please do NOT buy from this company, they are absolutely inconsistent with their products and responses. IF YOU'RE READING THIS CARVANA MAKE THIS RIGHT! I have email correspondence and taped phone calls to provide you at request!

It’s been two months, deliveries keep being rescheduled with no further explanation of what is going on with the vehicle and nothing to compensate for the problem and burden this has caused on my life in the meantime! I’ve never been treated with such a lack of respect than I have been with this company and I haven’t even received my vehicle yet. Please save yourself the trouble and just go to the dealership, at least you will leave with your vehicle the same day. I hate this process and will never recommend it to anybody not even my worst enemy!

Their service provider, SilverRock was easy to work with on the brakes. I took it to their 'in network' service facility, Meineke and after the entire 1st afternoon, SilverRock agreed to the repairs and Meineke replaced all the rotors and brakes (the brakes are still slightly soft even after all that like they still need to be bled?) As for the scratches, it appears that someone had keyed the vehicle. I literally spent over a week taking pictures and trying to reach people repeatedly and finally right up to the last day of my 7 day no-hassle return period, they finally agreed to approve having their service provider, Maaco do the repairs (over $3000 worth) to repair and repaint the front fenders, hood, passenger side front and rear doors, rear quarter panel and the driver side front and rear doors and I paid extra to have them do the bumper. ($540!!!)

Well, the Maaco took literally about 3 weeks and kept giving me the runaround and coming up with excuse after excuse. I was also able to get the rear cracked taillight and missing antenna replaced by SilverRock. 3 weeks later, I finally got the car back only to discover that Maaco had scratched up the bottoms of all the side silver trim (probably from buffing). Bottom line, the process of buying a car was even more difficult than dealing with my previous totaled vehicle claim through a third-rate insurance company.

I would highly recommend that if you decide to purchase from Carvana and notice ANYTHING at all, just return the vehicle or refuse it altogether as it is NOT WORTH THE TIME. You will have to WORK for anything and everything and it takes the pleasure out of the purchase. It shouldn't be so hard! Did I mention that I've been able to drive the car about 50 miles total out of the entire first month because it was in the shop the entire time?

To add insult to injury, I discovered there are spots on the paint and a deep gouge... all on the roof (because everyone examines the roof of a tall vehicle when purchasing, right?) AND since it wasn't in my possession for a month, I only noticed because I saw dust on top of the car and cleaned it off after it'd been at the shop. Total Nightmare experience and now I can't do anything about the roof because it's past the 7-day initial period. The vehicle now has a whirring when accelerating that I'd not noticed before. What a LEMON! Over $23K so I could work my ** off to get repairs done. DON'T USE CARVANA...TOTAL GARBAGE!

1st they told me that I'd have to start a claim with the warranty provider Silverrock. Once that was done I was told I had to contact one of the repair shops in the network. I live in Southern California and there are repair shops and tons of dealers out here. Basically it was 95% Pep Boys listed. Anyway, they don't even do key fob replacement and programming. So I was told I was now allowed to contact a dealer to get the key but I had to tell the dealer to call a number and deal with a third party warranty. Now if you ever dealt with dealers and third party warranties you might appreciate the time consuming efforts here. I'm trying to schedule that, follow up with the dealer and do so before my time period runs out.

Now, Carvana says they will cover the cost for the key fob but what they are not considering is the cost of my time and effort to do the leg work here and get this handled for something that was no fault of my own. If you use Carvana just be aware if anything goes wrong it will probably turn into a hassle. My issue was with something that wasn't even wrong with the car but trying to get Carvana to give me what was agreed to in the purchase.

Original Review: We bought a car costing over 25k. Delivery was scheduled and then pushed out by one week. No big deal. The driver arrives today with our car on the truck. He then points out an enormous screw going through the rear tire. We ask to have both rear tires replaced because it is a 4x4 and you do not replace only one tire at a time unless you want suspension issues. The driver states that he accidentally ran the screw over when loading the truck.

We call into customer service and they tell us that WE have to pay to repair the car and then submit a claim through their insurance OR not accept the car. Are you kidding me?! All we asked was for you to replace two tires and you say no?! I am not paying this amount of money for a car that is delivered with new damage and unable to be driven. They wouldn’t budge as this is their policy. We have purchased a car from them in the past but I can assure you that we will never do business with them again! The customer service experience was awful. Do yourself a favor and purchase your car from a reputable dealership. These people are not trustworthy. The first person we spoke to wanted to “just plug the tire”.

9 days later, the morning before my car was supposed to be delivered on the SECOND scheduled time, I was again informed my car was delayed. It was now in my state two hours away but would take 10 additional days to get to me. When I asked what had happened, I was given a vague description of "logistical complications" and when pressed further it was elaborated to be paperwork. I asked what specifically had happened since I had been told my car would be delivered to the holding facility at the same time it was received, and yet would take another 10 days than expected to complete because "there are a lot of cars" despite my original call telling me that my car was now marked for priority.

I drive for a living and have had my hours reduced significantly since I HAVE NOT HAD ACCESS TO A CAR due to this insane situation. In order to make amends, they could either give me $750 back or I could begin the purchase of a new car entirely that would somehow be delivered a minimum of four days sooner than the car purchase that has been in process for 14 days now. I am disgusted with the treatment of my time and my money as well as the ridiculousness they have put me through. Prior to my experience, I had heard wonderful things about Carvana. Rest assured, I plan on telling everyone I can that it is NOT WORTH IT. Spend your money elsewhere and forget this place.