Carvana Reviews

They would tell me they contacted people in the registration and titling office but were told they did not know when it would be sent to the state of Georgia. I continued calling and on 19 July 2021 I finally got someone from the Post sales department who told me that it would take 5 to 10 weeks for the state to process and send my title to me after they had sent it to the state but they could not tell me when it would be sent to the state. Still days later no one has been able to tell me when my title application will be sent from Carvana in Atlanta to the state of Georgia DDS office in Atlanta. On all Carvana paperwork it clearly states that titles and registration would be delivered within 30 to 45 days. The excuse given to me by Carvana is Covid. If that was the case they would have reprinted their documentation to provide a more up to date time frame. Which is absolute nonsense.

I have been calling them at least twice a day for a week now trying to get information as to the status of my title. If the representative in the post sales team even returns my call they will tell me that the registration and titling department can’t tell me when the title will be sent to the state. They are absolutely useless. At this point I have absolutely no idea how many months it could be before I receive my title from the state because Carvana is not telling me when it will be sent from them to the state and in my opinion tend to be blaming the state for the 5 to 10 week hold up rather than admitting they are unable to process registration and titling in a timely manner.

Georgia state law says that a dealer must supply you with the car title for the car you purchase from them be delivered within 30 days. So it could be several weeks before Carvana sends the title to the state of Georgia and then according to Carvana another 5 to 10 weeks before the state then send it to me. We’re talking potentially well over 75 days. At all costs stay away from this car dealership for your own sake and peace of mind.

The actual process of locating and purchasing the vehicle with Carvana was seamless. I wanted a luxury hybrid with under 50k miles, put in my parameters, and Carvana did the rest. When I found the “perfect” vehicle I completed the purchase process online in less than an hour. I scheduled the delivery date for 2 weeks out, because I wanted enough time to ship insurance and schedule a post purchase inspection with the car’s manufacturer (thank God I did). A week before the car arrived I logged into Carvana to review the pictures again. For some reason, the car’s odometer stood out to me. Upon further inspection, I noticed the mileage on the car was over 300 MORE than the mileage on my Carvana contract. This is a very important detail, because if you decide to return the car within Carvana 7-day return window, you get charged for each mile over 400.

I immediately called Carvana and asked them to open a ticket to fix the mileage on the vehicle AND conduct another pricing analysis to ensure I wasn’t getting an unfair price due to the incorrect lower mileage. The representative claimed that they would promptly look into it and call me back in a few hours. They did not! I had to call EVERYDAY that week and each time there was no resolution. My case was finally closed a few days before my scheduled delivery. Carvana updated and sent a new contract for me to sign, but claimed that the pricing was correct for the car even though they misstated the mileage (that should have been my first sign).

Despite this, I decided to proceed with delivery. The delivery date came and I was very excited. The person arrived as scheduled and was actually very nice (shout out Celeste). She told me to test drive the vehicle, which I did, but I wasn’t too concerned because I knew I had a post purchase inspection (PPI) scheduled for the following morning. The next morning, I took the vehicle to the manufacturer’s service department for the PPI. I picked it up about 5 hours later and my mouth DROPPED when they went through the written diagnostics.

The car had over 10 fatal failures, including a timing gasket cover leak, a stripped drain plug, missing lift blocks, dead tire pressure sensors, weak front hood shocks, front suspension failure and NONE OF THE HORNS WORKING! This is in addition to the vehicle failing the tire tread and paint panel analysis, and a bunch of other minor items. Overall, the service department told me it would cost over $30,000 to fix all of these issue, which at that point would be the price of the vehicle. I was flabbergasted! The Carvana “150 Point Inspection,” which I carefully reviewed (and have a copy of) only noted 2 items, the wipers and back tires, which Carvana claimed was fixed. However, I don’t know how anyone can trust this inspection when they didn’t even at a minimum notice that none of the car horns worked. I thank God I didn’t need to use the horns in that 24 hour period.

I’m so glad that I paid $495 to get the PPI because the 150 Point Inspection clearly cannot be relied upon. Moreover, had Carvana actually did its job and reported the car’s failures, I would’ve never purchased this lemon. I immediately called Carvana that night and scheduled for the car to be returned. They confirmed the return (which will occur this Friday). Again, it was relatively easy to schedule the return. It was funny to be, that the representative wasn’t shocked when I described how the car really didn’t pass the inspection. My impression is that they hear that a lot.

The next day I received an email from Carvana confirming the return. I also received an email from Carvana that another hybrid I was interested in just be she available. Not willing to completely discount Carvana (and still needing a car), I called up Carvana to see if they could turn the return to an exchange for vehicle #2. The representative was very nice and worked to make the exchange occur. This was important because they would just apply my down payment they just took from me for vehicle #1 to vehicle #2. It also meant I wouldn’t have to get my credit ran again.

The purchase of vehicle #2 went relatively easy and the car is scheduled to arrive in August. Of course I’ve given myself 2 weeks so I can get insurance for vehicle #2 and schedule a PPI for vehicle #2. So, where I’m at now is a Lemon vehicle #1 that will be returned to Carvana tomorrow, out $495 for the PPI that I hope Carvana will reimburse ASAP due to their clear negligent inspection that could have put me in danger, and a vehicle #2 arriving next month. Once the PPI has been conducted for vehicle #2, I will update my review to let you know if vehicle #1 was a fluke incident or if Carvana is a sham selling dangerous vehicles. I’m hoping it was an isolated incident, but we will soon find out. That’s all! The moral of the story, check the odometer versus the contract and ALWAYS get a PPI. I hope this review helps someone.

The day of: an hour before expected delivery, we receive a call that was missed due to work. Attempted to call back a half hour later and was on hold/transferred again twice before being told that there was a “problem with the state’s title” and the car is unavailable. There was no way to resolve the issue and we have wasted a month of time and insurance money on a car that should not have been sold to us in the first place. At no time was there any communication of these errors. In fact, we received updates such as “your car is in the way!”

I can not stress how difficult and frustrating this process was. I do not recommend Carvana due to the lack of communication, diligence, and professionalism. At no time did anyone actually call back as promised (it was always someone else transferring us to different people) or fully explain the problem in detail. I still have no idea what the title issue was and neither did anyone calling me.

These times I’ve been trying to get a supervisor or manager to call back. No one returned my call. Then they were giving me compensation for all the problems I went through. Never receive the money or my deposit back. I put a deposit down as of 800 and they were supposed to send me the rest of it back. What was 500 and then the compensation money at 350 I never received none of this money. All of the representative I talk to were very nice. They was trying to find a solution And every time they requested for me to receive my money they shot it down.

I will never come back to Carvana again. This was the worst experience that I have ever had and then on top of that I am set on a limit income. They reserve for me a car. Told me I didn’t have to put no money down that they will cover $40 a day and 400 For a rental car. Never received my rental car because several rep kept giving me the runaround. This is my feedback from my experience is dealing with Carvana.

Carvana proceeded to debit my account for the $9,000.00 on a Monday, for a delivery on Wednesday. However, I received a call on Tuesday that the delivery would have to be pushed to Thursday because they had not received funds. Thursday arrived, and they notified me 3-hours before the truck was to be delivered that they had not received funds from my bank so delivery would have to be pushed to Friday. I contacted my bank to find out what the hold up was, and the bank informed me that they released the funds to Carvana on Monday? So now I still do not have the truck I paid for, Carvana has had the money for the truck since Monday, but still no delivery. I am still unsure if the truck will be delivered on Friday as they have now claimed.

Also, when I call Carvana I am continuously giving the run around about the transaction. Meanwhile I have to drive the original misrepresented truck that they first delivered. This has a tremendous amount of risk because if something were to happen to the truck, before they deliver the next truck, I am held liable. I will never purchase another vehicle from Carvana, and I hope this review helps someone from getting tangled up with this terrible company. Do not get caught up in the same nightmare I am dealing with.

I eventually cancelled the swap after finding a car locally and returned Car #1. However, because the swap had been initiated, Carvana needed to "rebuild" the original contract before they could issue my refund. Ridiculously, they stated that this was a lengthy process but given my difficulties, they would expedite and complete the contract rebuild in 15 business days. It's now over three weeks later and still waiting for my money ($23K) to be refunded. Speaking to service advocates now who are telling me that the process generally takes 10-15 business days (so much for expedited service). Lots of apologies and promises - little action. All my calls have been handled by different people and the one reportedly senior advocate who gave his direct email and reassured me that he would handle my concerns has not responded the emails that I've sent. I'm thinking it's time for attorneys to talk.

About a week after that we were again scheduled to get the car. The day before, we get an email that says, "You can pick up the car a day early if you come to our facility." Of course this was upsetting as they were supposed to deliver it to us but at this point we've been burned twice so we think the only way we're getting this car is to go there and pick it up. So we did. When we went to pick the car up, we did the inspection. The body shop had literally painted 2 of the tires red. Like, they were spraying the car and didn't tape off the wheel wells and just sprayed right over the tires. Not like a little piece of the tire: 12” of the sidewall. And somehow no one noticed at Carvana, the company that told us (and you in their commercials) all of their cars go through rigorous inspections.

The driver's door popped when you opened and closed it like the hinge was falling off. The body shop also sprayed the front bumper and hood. They didn't tape the undercarriage off so they over sprayed all over the plastic pieces under the car. And worse yet, the paint was already peeling off the bumper like they didn't prep it before they painted so it wasn't sticking to the body of the car. The hood was rippled because they sprayed over (2) 4" long rust spots. All I could do was shake my head. We pointed all this out to the representative who was very apologetic and said he thought it would be covered under the warranty. So against our better judgment we accepted the car. He said someone would contact us within 48 hours to schedule the repairs. Two days later, no one has called.

We call the insurance company they go through. They said Carvana never submitted anything for our car. So now we have to submit it which we do. The next day, the key no longer works on the car. It's a keyless entry and ignition so anytime we have to get in the car, we have to set the alarm off, open the door, and quickly press the fob against the ignition and start it to get the alarm to stop going off. LITERALLY, every time we want to get in the car. We submit a claim for that issue to the insurance. Go to the gas station, the fuel door won't open. I had to pry it open with a credit card. Submit that issue to insurance. More hours wasted on the phone with Carvana. We had a trip planned. They say go on the trip and we'll extend your 7 days test period a couple days while insurance works everything out. We do, again, setting the alarm off every time we want to use our car.

A week has passed and the insurance company has not approved any of the work to be done except for fixing the door hinge. While we were driving on our trip, I realized the car was shaking a lot under moderate to heavy braking (meaning the brake rotors are bad). Didn't even bother with insurance this time. Called Carvana and said come pick this piece of junk up. They came the first scheduled time on the return (which was nice) and delivered my trade in car back to us on a rollback. Because they needed approved to accept their car back (because of the extra test drive days and miles) we talked to the delivery driver for a bit.

He was actually at our house for 2 hours. He said this happens all the time because of issues that aren't reported during the purchase. So what I'm hearing is basically, they don't inspect the cars at all and just hope that there's nothing wrong with them. Sometimes it works out, sometimes it doesn't. How can that possibly be your business model? So on to my trade in. He's pulls the car off the rollback. It looks like it's been driven through the desert. The wheels are light tan and the sides are caked in dust. I'm assuming what happened is it was parked in a dirt lot and when other cars drive by, it kicks up dust on the other cars. Regardless of what happened, it's completely unacceptable. We complained. The rep said they would give us a $100 credit to go get it cleaned. "Just send us a copy of the receipt and we'll send you a check." We submitted it 3 weeks ago and still no refund. I have to assume we're not getting that money back.

Lastly, the car was delivered back without the title (we own the car free and clear). The delivery driver said no one told him it needed to be sent with the title. Customer service said, "Oh, it already got sent to headquarters so they'll send it back to you." I got it back 2 weeks later just to find out it was void because they had already wrote on it. So now I need to go to DMV and apply for a new copy of the title which will cost me more money. This was absolutely the worst experience we could have had. I really don't know what worse could have happened. I will NEVER EVER recommend Carvana to anyway and I make it a point when people bring Carvana up to tell them our nightmare of a story so they know what they're getting themselves into. Please do yourself a favor and avoid this company at all costs.

Original Review: I closed deal on Car June 28, 2021. Delivery cancelled twice. Customer service is beyond horrible!!! Nobody knows anything, people promise to call back. Never do. Endless hours on hold. One month no car!

We decided the end of May that we wanted to buy a car a new Jetta and that we wanted to trade-in our current car for it. We shopped around locally, but thought that Carvana offered the best trade-in value, so beginning of June we place the order online and were happy to wait the weeks for our delivery on the 25th. A day or two later, we got the loan through our bank and signed and provided all the paperwork that they needed--after that we've had to re-sign those documents an annoying amount times. Before our delivery, we had to take our trade-in on a road trip. Carvana didn't provide any information after we had it appraised as to how far we could drive it. But when we got back, I got to worrying that the miles we put on the car would void our contract, so I called, first thing, the day before our delivery (and after we had just got back) to explain the situation and to be the good guy by being up-front.

As it turned out, we had exceeded their un-written policy of 1,000 miles. I offered to bring cash to the delivery the next day to make up the difference, but they wouldn't accept that. The contract had to be rolled back, and I'd have to re-issue the check for the vehicle. Annoying, but my bad for putting extra miles on the car. The agent on the phone promised me a new trade-in value of ~$100 less than our original offer. Great, I thought. But he was unable to get the system to accept the new appraisal value. He said he was going to mess with that and call me right back.

I waited hours and heard nothing. So I called back, still thinking the car ought to be delivered the next day, after all the car should be in transit ready for arrival and a hiccup in the paperwork shouldn't make a difference. This time, and every time after, I spoke to a different agent. He said there was a technical support ticket out for the new appraisal value (you'd think this would be a scenario they'd design for and be able to handle, but ok). He reassured they'd call me soon, that it was almost done. I asked when the car could be delivered, fearing this would cause a delay. He said the soonest they could deliver would be July 2nd. That was disappointing to hear, but I agreed and he told me that day was scheduled.

We continued to wait for the phone call, but it didn't come. Meanwhile, their app says that my purchase is still "in progress" with the timer ticking. Once the timer runs out--and ours would have by the next morning--they release the car to the public platform to be purchased by anyone else. Obviously, I can't let someone else purchase my car: the car I have a loan on! So I call again at the end of the day.

This time I'm on the holding line for more than an hour and a half. Finally I get through to some guy, frustrated at this point. To keep that short, he says three things: There is no record of the July 2nd date, he has to now schedule me for the 9th, and he can't get me the earlier, verbally confirmed trade-in amount. He has to chop that by another $100+. Unbelievably! I ask: "Why is it going to take an additional two weeks, when you should have been on schedule to deliver the vehicle tomorrow?" Turns out, they had a system fluke and the vehicle never left the lot! It wasn't even in transit! (And they forget this when I call in later, because the contracts were rolled back!) Finally, we end the call having locked the contract down. I guess this is how they reward me for trying to be an honest guy. We get them the documents they ask for, and we proceed to wait for the the 9th, only to find more delays.

They call the day before: truck broke down, coming a day late. Day of, they call again: car didn't pass emissions. The fix? They have to put miles on our car. We wait the weekend. They call again. Car failed emissions again. "We need to drive it more." Incredible! Finally, they delivered the car--with an extra 150+ miles on it. Oh, but the vehicle registration is now delayed. And to top, my bank is going to hit me with fees because they don't yet have the title as collateral on the loan I took out more than a month before! Ridiculous! Carvana did promise to send me some money for my troubles, but haven't received that yet. Of course, one agent I talked to promised me $400, but the next one I talked to had no record of that and could only offer half that! I wouldn't be surprised if they send me nothing at all.

The day the car was to be delivered, we received a call that it would be postponed until the next day. Not a big deal as she was going to be home. Received another call the next day that the car would not be able to be delivered until the end of the week. Again, not a big deal. Received yet another call that it was going to be delayed longer than expected and now it was going to be after she had to report to her duty station in another state. She needed the car to drive there. We canceled the transaction as we were told that there was nothing that could be done and bought a car locally.

Since everything except the delivery aspect was great, we tried Carvana again for myself. We did have a trade in and we had financing through another lender. Again, everything was seamless. Quote for my vehicle to trade in, picking the exact one that I wanted, linking the financial information between my bank and Carvana, etc. It all was done online and was easy.

The day before the date I chose for my delivery, I received a call that it was going to be postponed. Since we had the experience with my daughter and read other reviews about this issue, we half expected this. For us, it was not that big of an inconvenience as I still had my vehicle to drive. They gave me a new date and time for the delivery. I did not like the time, so I changed it but kept the same day. About three hours before delivery, I did get a text from the driver that he would be late. He was able to give me a closer time of arrival. The transaction did happen with just the one delay. The delivery is the only reason I give it 4 stars instead of 5.

I had to pay $490 to have the car shipped to me. The car was delayed, even though I was assured by numerous customer service employees that my car was on its way and would be delivered in time the day before. I got a text the morning of pick up saying it was delayed. Never received any compensation for it being delayed. I also had to call up Geico and move my policy date several times which was frustrating, as I'm not paying for insurance on a car I don't even have yet.

There was damage to the vehicle that wasn't listed anywhere on their website. Only one small scuff mark was mentioned on their website on the trunk area. There was damage to a rim, damage the size of two quarters on the back right quarter panel as well, and the front bumper was badly scraped underneath/around the edges. Overall, I'll never buy from Carvana again. I'll take my $ to a real dealership where I can see the car and drive it off the lot that day.

There was only one drawback to the delivery. Carvana said all documents were received and we would only need to send selfies of us with our IDs to the driver when requested. The driver also asked that a Power of Attorney be notarized online. The driver stated this was a requirement. Being skeptics, we requested a picture of the vehicle ready to be delivered. A picture was sent of our vehicle sitting on a Carvana delivery truck. A call to the driver confirmed that the Power of Attorney was required to register the vehicle. We closely read the document and it did state that it was a limited Power of Attorney in regards to the title. The document was notarized and our vehicle arrived on time.

Previous notice from Carvana on this requirement would have saved time and stress. We are very pleased with the car. It is exactly as stated and the pictures were correct. We had previously owned an earlier version of this vehicle, so we knew what to expect in regards to comfort and driving. I would definitely use Carvana again, but would probably test drive locally to be sure I was comfortable with the vehicle. Carvana does offer a 7 day guarantee, but we want don't want the hassle of returning a vehicle that doesn't feel or ride comfortably. Overall a very pleasant experience.

Original Review: Car was advertised with just (3) blemishes in the finish and no accidents! When the vehicle arrived there were many more blemishes than advertised and missing fasteners from the right front fender liner indicating that some "activity" took place in the right front wheel area.

The “new way to buy a car” is a great concept BUT with such a purchase I feel each purchase should be assigned to one associate who works one on one with the buyer during the entire process. Another example - as of today- I don’t know exactly when my payment is due - not sure of the exact amount or if it’s automatically being taken from my account or if I still have to set that up. It’s a great concept just lacking buyer support that you get by going into a dealership. I never thought I’d say this but I think I prefer going into the dealership and having one salesman handle everything from start to finish. The Carvana process puts a lot on the buyer - I felt like I was constantly needing to call customer service - and getting a different associate every time. It wasn’t an awful experience it just could have been a lot better and easier by adding or changing a few things. The system they have come up with overall needs work.

After waiting on the phone with FedEx for an hour, I learned that carvana sent the check to the wrong address and was not responsive to FedEx in providing the correct address so the check was returned to sender. Another hour over the phone, 2 different customer service representatives all promised over the phone and in writing that another check was on its way. The third and final representative informed me that the check was not sent and it took another week for them to actually sent over the check. Overall, multiple hours spent over the phone to get this resolved, multiple lies told by multiple representatives to the point that I was considering legal counsel. I would not recommend carvana to anyone despite how awesome the concept may be.

The first thing I did was go straight to the areas where Carvana had listed an imperfection. Like the pictures I looked at the imperfections were minor and as described. However, while the delivery people were still there my husband noticed some kind of adhesive on one of the seams in the front driver's side bumper. He mentioned it to the delivery person and he replied that it looked like just some paint, maybe a touchup. Since it was raining we decided to look at the car more closely later, and took it for a little drive. The car smelled like smoke, although it said the car had been sanitized the inside didn't look very clean.

When the rain stopped we went back out to take a closer look. The area where the bumper had been "painted" obviously was covering up the fact that this car had been in an accident. The Carfax said that the car was never in an accident, but when we opened the hood the clips that hold the headlight housing on the driver's side had been glued back, the weather stripping on the headlamp was missing, the panel that is next the hood was not aligned with the hood and the metal on the inside of the driver's side front bumper showed signs that this car had definitely been in some kind of accident. So, the very next day my husband canceled our contract.

I was so sad, I really wanted to get the car, but I can't trust Carvana. How could they take the take to post 33 pictures of the car, and take the take to highlight and make notes about 3 slight tiny imperfections but somehow manage to totally ignore a major flaw!!! The 150 point inspection that Carvana has is a sham, we spotted this and we are not mechanics. We also found other dings on the inside frame by the back passenger door on the driver's side that were also not disclosed. So, for me, going to actually see a car in person before giving out all our financial information and having $2,500 leave my bank without ever seeing the car is a bad idea. Hopefully, we'll get our money back soon. I've lost all faith in online shopping, I know other people have had good experiences, but it just didn't work for me.

A week goes by, and the day before my next delivery date I get a text that my delivery is AGAIN delayed another week! Again, I reach out to customer service and they refuse to waive the delivery fee for my troubles. Further, they cover title and registration, which sounds great, except I knew I would have to go in and correct it (I was buying the car in my maiden name, and needed to get everything transferred over to my married name). I tried to say "hey I don't need title and registration done for me, I'll just do it myself, can you drop those fees?" Nope. So I ended up paying double the title and registration fees for this car because Carvana wouldn't allow me to do it myself.

In total, between the delivery fee, the title/registration fees, and fees of having to rent a car during a holiday weekend because the delivery was delayed, this purchase put a few thousand dollars down the drain that didn't need to be. For a company that prides itself on its convenience, it was an awfully inconvenient service. I ended up keeping the car because I really needed one, and the car itself I felt like was a decent deal in this economy. But I did not recommend this service to a few of my peers also shopping for a car right now - just bite the bullet and deal with a car salesman. Online or in person, all car retailers are the same - slimly and unwilling to accommodate inconvenience.

So after we are told the bad news we have to try and pick a different car but couldn't find one with all the same stuff the other had so we ended up going with a completely different vehicle and get everything all done or so I'm told. I had multiple people call me to finish setting everything up over and over I did the same thing getting the payment setup for them and then I was told none of it was good or I hadn't done it yet, mind you I did all this for the first car already and everything was good and now I was getting completely different answers on everything from telling me they couldn't take my check because I didn't fill out the front for the picture but then I was told not to fill anything out on it until I picked up the car.

They gave me a $250 credit which is okay and everything but for the giant headache that this was it felt more like a slap in the face than anything else because I kept having to take off from work every time they called because the phone calls were so long. In the end she got a car and she likes it but it sucks we had to settle on a car that doesn't have all the features she wanted like the first original car had.

However that is where the good service stopped. The next day we drove the car for a longer period of time and the car started to overheat. I noticed the coolant cap was not on properly. Luckily that did fix the issue. I also discovered there are no records of an oil change within the last 20,000 miles. I went online to Carvana to try and discuss and the only option is through a chat. It directed me to file a claim with warranty and to take the car to an approved service center. In my town the approved service centers are Pep Boys and one other place called Pro Fast. I made an appointment and when I arrived they told me they don't pay attention to their website appointments and they were too busy to check my car. I will never use Pep Boys especially on a BMW.

I went over in detail the 150 point checklist and realized this is just a preprinted form and many items don't apply. It says the car was washed, waxed and polished, It wasn't. They car exterior was really dirty and the car was driven through mud. It says it checked the spare tire, it doesn't have one. The coolant was checked, obviously not based on the car overheating because the cap was not on properly. Oil changed but it hasn't in 20,000 miles. Based on these examples I feel as though the 150 point inspection is just a selling point that is not followed as a policy.

I've contacted Carvana through the only option of chat and the system is obviously automated. It keeps telling me to refer to my 150 point inspection. I asked to speak with a live person and the response was someone will text me within an hour. I never received a text or a call. Yes buying a car through Carvana is easy but trying to get a response to a serious issue is not. Buying through a dealer I can always go back in and get service, through Carvana this is ridiculous. I'm not happy and at this point won't go through this again.

Where to even begin. Trunk full of mold - promised detailing credit - then denied. That cost me $100. Promised I could title both cars in my LLC. Then told literally the day after 7 day return window that I could not. (Bait and switch.) That will cost me thousands. 1 car was a week late on deliver. Was promised a $25/day gesture. Never received of course. 1 trade-in vehicle displayed $300 higher on my email address vs my wife emails address. Literally entered same day. I was forced to take $300 less because first trade-in was still in progress due to aforementioned delay.

Takes hours to reach somebody on the phone. And everybody has about 3 months experience w/ the company. They all make promises, then don't follow through. Then you can never reach that person again or they just say "sorry" but fix nothing. I have filed a claim with the Better Business Bureau because "communicating " with Carvana bots is time-consuming and worthless.

2) Fast forward one week after owning (past the 7 day return)... I then found out the windshield wipers did not work in the middle of a downpour going 55 mph... 3) Took the vehicle to the shop where, $2,100 later, I found out that before the silicone was put in the corner of the windshield the water damage was so bad that the vehicle needed a new fuse box, JBE module, and windshield wiper motor... (Warranty covered these costs, but my car sat in a shop for two weeks immediately after purchasing).

4) The vehicle also came with interior buttons that did not work (not advertised) as well as a non-functioning navigation system (not advertised). I took the vehicle to a BMW dealership to estimate the repairs for these items... & boy am I glad I did. $4,400 later I discovered that the vehicle needed the rear breaks, pads and rotors replaced. It needed both front thrust arms replaced. The vehicle had damage to the front struts and mounts and those needed to be replaced as well and then needed to be realigned. (The breaks were not covered by warranty, but the other items were.)

Now, Carvana did write me a check for $1000 to cover the replacement of the breaks and rotors and the recommended maintenance of a coolant flush and a/c servicing which was very kind of them. However, today marks day 102 of me owning the vehicle and I just picked it back up from the shop from the final repairs. Overall, in those 102 days, my vehicle has spent at least 1/3 - 1/2 of that time in the shop. It has been such a hassle being without a vehicle and trying to coordinate with multiple different repair facilities.

There were a few Carvana associates that were adamant about helping through this process and I am very thankful to them, but some not so much. One associate had the audacity to tell me.. "Well that's what you get when you buy a used luxury vehicle..." Um, excuse me my vehicle supposedly went through a 150 point inspection and had this many issues. No, sounds to me like someone didn't do their job well and I got sold a BIG OL' LEMON!

My mechanic called to say he found SEVERAL very concerning issues with the car and even told us it was the worst corrosion he had ever seen in his entire life. Even worse than the vintage cars he had worked on and this car was only a 2016 with a little over 12,000 miles on it. He said it looked like the car had been sitting in snow or was even submerged in water for YEARS. I would think this would surely be noticed during Carvana's 150 point inspection or whatever but they still decided to sell it, which is pretty questionable on their part. Even after this experience, I still had nothing too bad to say about Carvana, especially since the customer service I received had been phenomenal!

I ended up finding a certified used vehicle from a dealership for much cheaper than the one on Carvana so I purchased it, only to find out that Carvana had already started processing my payment. After dealing with several phone calls and multiple hours on hold and being transferred to different people, the best answer I got was to dispute the charge with my bank. Of course, the bank can't dispute the charge until it finishes processing and basically I am out the money for 5-7 days. Now this wouldn't be a big deal if I hadn't already purchased another vehicle and needed the money for this new purchase. This would also not be a big deal if we were talking a couple thousand dollars but unfortunately we are talking over $25,000 that I am out for the next week. Not sure how a multi-billion dollar company can feel okay taking the entire savings of a hard-working student but a resolution has yet to be made.

Do yourself a favor and look elsewhere for a car...or purchase with a cashier's check. No one told me that if I had paid with a cashier's check they would have held onto it until the end of the 7-day period and then torn it up when I decided the vehicle was crap. Crazy how they can take the money and car back so quickly, but takes them a week to get you your money back.

The delivery process was very convenient and the car was in better shape than I expected. I got past the 7 day return time feeling confident I purchased a good car. On the 10th day the check engine light (CEL) came on flashing at start-up and the engine idled rough, I shut it down and waited a minute, turned back on and everything was fine.

Concerned I stopped by a auto parts store to see if I had a code stored that may tell me why it came but no code was stored in the car's computer. Tech said it was likely a misfire. I also noticed at this time the coolant level was so I added some the next morning. 1 week later the CEL came on again and stayed on. Stopped at auto store and the code reader said I had misfires and a coolant pump efficiency. So I contacted a preferred mechanic under the Carvana warranty and they came out and confirmed the codes, cleared them and advised me to watch the coolant level. 6 days later the CEL came on again so I had another tech come out and this one was very detailed. Same codes showed up and he ran several test and concluded it needed to go to Ford for a more extensive diagnostic and explained that Ford had a service bulletin out concerning what I was dealing with.

Got it to Ford and they concluded that the vehicle has a "Coolant Introduction" and that I will need a NEW ENGINE. This will take 3 weeks for the parts to come in and another week for the actual repair. Carvana claims they have ASE certified mechanics check over each car. I am extremely doubtful they do. The more I search about the specific problem the more I come to believe that Carvana does not do research on potential problems in cars they sell.

Fortunately the Ford powertrain warranty is in effect and Ford is replacing the engine at no cost to me. But I will have to rent a car for those 4 weeks and the 100 day warranty from Carvana/SilverRock will only cover $40.00 per day and only for the day that it takes to do the work but not the 3 weeks it will take to get the parts. If they cover the rental car clause at all. If I can get ahold of a human at Carvana I will follow this up with what they say.

My constructive criticism is: I wish there had been more clear communication regarding what steps to take to pay off my old car, get the trade in amount from Carvana, etc. I asked Nick and then called into the Carvana offices to clarify, whereas I felt this information could have been easily relayed online. Additionally, the same could be said regarding the claim I had to file due to damage done to my new car during transportation. Figuring out the rental car process was not intuitive, and while I was told that that information could be found in my warranty contract, I feel it would have been much easier to locate if it had been built into the claim filing steps. Overall, my experience has been great. Nick did a wonderful job assisting me. I will be purchasing my future vehicles from Carvana!

After driving it for a few days I knew the car was not a good fit for me and I found a replacement car that I wanted to try instead. I called Carvana and they swapped it for me with no questions asked. It was so simple. I got rescheduled and in about a week I have a second car to try out. The second vehicle was the right match for me, but they still gave another 7 days just to be sure.

Carvana gave me a great opportunity to purchase a vehicle and I am so glad I went with them. I give Carvana 10/10! I had no issues. This was truly the best experience I have had buying a car. It was so nice not having the pressure of a dealership, then to spend over 5 hours filling out paperwork. I will always recommend Carvana to my family and coworkers. Thank you Carvana!

Again I moved back to the phone call option and asked the same question if the agent has an app or not, the agent said no again, I asked the agent to put me back on the waitlist so that I can find an agent who has an app, this agent kept wasting my time and ended the call saying that I was not being professional and not how exactly wasting my time is professional when the agent does not have what I am looking for.

Morning of delivery, driver mentions that the trunk does not function properly and that their detailing team is unable to clean residue off windshields, he asks if I still want to proceed with purchase. I figure that there is lots of items in motion for this vehicle purchase and reply that yes I do. Vehicle delivered, upon arrival driver admits that his team did not detail vehicle to his standard, which is clear when seeing dirt and grime still in wheels, cleaning of windows and windshield not even attempted to make presentable. Ok fine, no big deal. He offers a $100 voucher to get it detailed, which won't cover a full detail but whatever I continue with purchase.

The trunk will not stay open and he says Carvana will work with their warranty company, Silver Rock to cover costs of repairs. The exception for repair was sent in, called several "preferred" car shops who flat out told me they prefer to not do repairs dealing with SilverRock. A lot of back and forth with shops, SIlverROck and Carvana for nothing really. I had enough and ordered parts myself and will install myself at my own costs.

The vehicle is great but as far as using Carvana in the future I most likely will not. A checklist of a 150 point inspection was also provided, no mention of the broken trunk or very loud harmonics on the brakes, another item I will pay for and get fixed, I will not waste any more time on the phone with shops dealing with SilverRock or Carvana. At this point all I am waiting for is necessary registration and title info and hopefully be done with Carvana. A very long, drawn out process better done in one day at a dealership in person reviewing a car in person knowing exactly what you're getting. Customer service helpful on phone, just too much hassle at this point.

The delivery driver was great and offered solutions on the spot when I had minor issues with the vehicle’s detailing. Some of the vehicle’s cosmetic defects weren’t disclosed, but it’s unknown if those occurred in-transit or not, but the defects were covered under the 7-day warranty. It’s a bit of a hassle to go get estimates and repairs under the warranty, so they should consider an option for discounts instead of having to go get it fixed, but I have no major complaints. Some things weren’t delivered as they should’ve been: the passenger-side tire stem caps were missing and the front license plate bracket (which is required in my state) was missing despite having discussed the bracket being installed with one of Carvana’s representatives.

We've been asked to sign and notarize numerous documents to have it registered in Texas after documents were sent twice to the wrong address. Then we get messages from Carvana that documents are missing. And the reps say to "ignore the messages about missing documents". We believe they've not even sent the documents yet to Texas to start the DMV process!

We've spent upwards of 50 hours on the phone with them but have had nothing but apologies and corporate speak about "getting to the bottom of it" or "getting us to success" and they're going to "reach out" and figure out what is going. The contacts there do not have extensions and are told to NOT give out their email addresses so every time you call you are on hold 30 minutes and you start all over with people who apologize and say the plastic corporate speak phrases. The company has proven to be completely dysfunctional in the registration process. No doubt their response to this complaint is going to be how sorry they are and to please call us to resolve the matter but believe me we have called and called daily.

A month now has passed, it’s day of delivery when I get a call saying it’s going to be a few more days. I finally got my car a little over a month later. The pick up/ drop off was easy. I love the car, it was an amazing deal. They said they would call at the end of the seven days to make sure everything was good and I wanted to go through with buying the car, but they never called. If you really don’t want to keep the vehicle make sure you call them before the seven days is up. I felt the communication wasn’t really there. They always called the day of delivery saying it was going to be delayed. I had to take off work a few different times, change my insurance back multiple times, and resign the documents multiple times. Other than that the process is pretty simple and they do have great vehicles if you can find them.

So all this takes way longer than it should and they keep putting this little timer up there that will put the car back in inventory if you can’t get all the documents together in time. In my case this fell over a weekend where I could not get the required documentation until business hours on Monday morning. So that was a first strike. Not too big a deal but I let it go. This whole process caused the first delivery window to be missed so then we got pushed out to the next week. Moving on.

Delivery day was ok. Got the car with no major issues. Keep in mind this isn’t really a positive because they are just doing what they are supposed to, nothing more nothing less. I get the car and it is relatively clean. But after reading tons of horror stories on Reddit, I already had an inspection scheduled at the dealership. Took the car to the appointment same day and got an official estimate for repair. $2300 job. Problems included bad water pump, oil pan, and the main bearing seal/ rear main seal all leaking and needed replacement. The parts are relatively cheap but it is a labor intensive process. In addition when the car was up on the lift there was significant rust damage all on the frame. Ok could be worse. I went home and notified Carvana of the issues. This is where it starts to get dumb.

First Carvana says they don’t have anything to do with authorizing repairs…even if they were missed and signed off on by their inspections team. They refer me to silverrock. Mind you this is still delivery day. I call silverrock and ask them who I submit the inspection and estimate report to. They said they wouldn’t accept the report unless the dealership called it in. Well that was inconvenient but I thought whatever. It was after cob at this point so I said, "Ok I’ll drop by there tomorrow" and have them submit everything just how they want it. Besides I had another inspection scheduled for the morning to get an estimate on the rust damage.

Day 2: go to the dealership first thing in the morning and they say, "Ok no problem. We will get it done." After being on hold for 45 minutes the guy gives up and leaves a message for silverrock to call the dealership back to file a claim. They never call back. At the same time, the body shop diagnoses and writes an estimate for the rust repair. At the same time they discover Carvana has oversprayed black paint onto all of the windows and the tops of both taillights. I thought it was oxidation and dirt but no. This stuff has to be buffed out and polished to avoid damaging the paint and other surfaces where the touch up was just plain half assed. Annoying yeah but still not a big deal.

Get them on the phone and ask them what I have to do to get the authorized paint fixed and have them look at the rust. "Oh we are sorry sir that’s a separate department. You’ll have to have the body shop submit an estimate by email and then it will be reviewed and we will let you know." Ok but Carvana already gave me an exception on the paint. Silverrock says no go. They still can’t process a claim without this thing being emailed. So day 2 and nothing is resolved.

Day 3: basically a lot of back and forth between silverrock and Carvana trying to figure out why either claim hasn’t been processed yet. Lots of b.s. excuses and sweet talk. Nothing else happens.

Day 4: finally I decide ** these guys and I go the dealership. Call silver rock myself and wait on hold for 45 mins and then when I get the actual claims person on the phone I hand off the the service desk at the dealership. They get all the information and then surprise surprise they do not authorize the repair. They want to send an independent inspector to see if the repairs are really necessary. They make an appointment with the dealership for Monday at 8AM. My 7 day trial period ends on Sunday. And I have to leave the car at the dealership. I call Carvana and they sweet talk and say no problem they are going to extend the trial period. I foolishly thought these people really want to help me. So I leave the car and walk back to the body shop.

They’ve received no response on their claim either. So I do the same thing. Call silverrock myself and wait for 30+ minutes. Get the claims person on the phone and hand off to the service desk at the body shop. "Oh yeah we will get right on this blah blah blah. Oh yeah I see the estimate has been submitted twice. Oh we are sorry about that." More **. So I think ok at least everything is being handled now. If you want something done do it yourself. I pat myself on the back and go about my business. So I have no car for 4 days. Monday morning comes and goes.

The damn silverrock inspector never showed up. I call silverrock and their office is closed. I get it. It’s a holiday observed on a Monday. But damn why would they make an appointment with the dealership and then not reschedule if they realized their office was closing that day. At this point it’s the end of the day Monday. I have to pick up my vehicle. It can’t stay there 5 nights with no word from the warranty place. It’s not a storage lot. I take the car home and call silverrock first thing in the morning. I say hey this is what happened, what is going on and when is the guy scheduled to come back. Their answer is, "We don’t know." They are third party inspectors. I say, "Ok well can I contact them to try and sort it out myself." "No we can’t give that information."

I get escalated to a manager. This guy was an even bigger **. Claims he is top of the food chain at silverrock. Can’t and won’t give any guaranteed inspection date or time. Will not give name so I can file a consumer complaint. Refuses to escalate to higher. I ask for an exception to have the work authorized as well. Won’t do it based on cost. These are covered parts and I’m in my extended trial period. So basically they won’t even commit to the repair and I’m out of trial days.

I call Carvana and they try and kiss my ** and extend the trial out until Thursday and promise to get silver rock on board. I get a text from silver rock later that afternoon that says they need 3 business days to get an inspector. Ok not good enough. They already flaked out the first time. Secondly Carvana only extended my trial for 2 more business days. Do you see the pattern here?

So I give it the rest of the day and then after a lot of thought I called Carvana and said I was done getting jerked around by silverrock and that I wanted Carvana to step in and handle it or they needed to come get the car. I literally was on and off hold for over an hour while they were speaking to management supposedly. In the end they would not authorize the repairs and override silverrock. These idiots were going to walk away from a $40000 sale because they refuse to authorize repairs on stuff that’s all listed as checked and good on their own inspection. They also failed to disclose all the cosmetic damage to include the rust and overspray.

Ok screw it. "Y’all can have the car back," I say. The lady is all apologetic and says she has the pickup scheduled and don’t hesitate to contact them if I change my mind before pickup. I say there is literally no chance of that and explicitly state do not extend my trial period again. I tell them they’ve had ample time to fix this problem and I’m done. There was no room for interpretation there.

Day 10: I wake up this morning expecting to see an email or some kind of confirmation about my return. Lo and behold there is absolutely nothing and my trial period has been extended by 5 more days. To say I was pissed off is the most extreme understatement I can imagine. Now I have to spend yet another hour on the phone with Carvana. They can offer no explanation as to why this was done. Bear in mind I now get the unhappy pleasure of canceling a new insurance for policy and trying to reestablish insurance on my old car. What a pain in the ass. I’m still not convinced these people will actually show up and take the car back. Supposedly the rep was sending an email with all the return information verified immediately after the call. It’s been an hour and half and no email has arrived.

Next on my agenda today is making BBB complaints on both Carvana and Silverrock. It’s probably the most unprofessional experience I’ve ever had on a major purchase…buyer beware is all I can say. Believe the overwhelming number of negative reviews. Some are probably consumer error but the statistics don’t lie. There are a lot of valid experiences in there as well, from responsible adults such as myself. Good luck.

She acted like she didn't hear me because I had to repeat myself a half dozen times, which at this point I raised my voice to make sure she heard what I said. She asked why I yelled. Because she hadn't heard me the first 5 times. She then called her manager who told her to leave and the "I" would have to reschedule at a later date. I've made an appointment with the local Kia dealer (the car being sold is a Kia) to sell it to them.

So the car showed up this morning, right on time, finally. I was told all along that it was at Maaco so it would be perfect before getting here. Apparently Carvana and I have a different definition of perfect. On the website, they made note of three imperfections, somehow they missed a few others. There's a 3" scratch below the passenger side door handle, the entire driver's side has been repainted so poorly, it felt like sandpaper, there's a dime sized paint bubble on the roof above passenger door, heavily discolored headlights, scratches on the rear bumper, trim around the trunk opening loose and finally, the check engine light came on during our 1/2 mile test drive. And those are only the initial things we found that differed from what was presented on the Carvana site. Looks like their techs missed a few things during their 150 point check.

I couldn't be more disappointed after waiting seven weeks. Used car dealers have always had a bad reputation and this experience just reinforces that perception. What a pile of crap, we sent the car back. I will never attempt to buy another car from Carvana, the used car dealer of used car dealers. On the bright side, their customer service people and the delivery driver have all been very pleasant to deal with. Buyer beware.

Original Review: I bought a convertible from Carvana on 6/17/21 and they gave me a delivery date of 6/21/21. Ok, not bad, can hardly wait for my perfect, except for one chip, car to show up at 10:30 AM on 6/21. At 8:30 AM, I get a message that due to logistics, the car is delayed and won't be delivered until 6/24. That didn't make me too happy but I understand things don't always work out as planned. On 6/24 I get a notice it's delayed yet again, now until 6/30. The agent lets it slip that the car, that only showed one chip on their site, is now at a Maaco Body Shop for some undisclosed reason but it will be delivered on 7/7. Well, it's 7/7 and Carvana has informed me the car is still at the body shop and someone will call with an updated shipping date (LOL).

What no one has explained is why it is at a body shop and what they plan to do about the price of vehicle that has now been in a body shop for three weeks. With this kind of service, I can't help but wonder how long they will remain in business. Horrible service. But on the bright side, the few people I have spoken with have been very polite.

Here it is 4th of July weekend and I am now on vacation for 2 weeks and guess where I get to go? Nowhere!! Why? Because Carvana sold me a car with a bad transmission so I had to cancel my vacation to Myrtle Beach because my car won't make it and it has to go to the shop! But you call Carvana before the 7 days is up, they tell you to take it to the shop. Don't fall into their little game like I did. If you take it to the shop you are STUCK with that vehicle because it is then over the 7 days. Their 7 day return policy is GARBAGE and a total lie and a plot to make it sound as if they're better than they are. They will tell you to take the vehicle in which will put you over your 7 days and won't give two ** whether or not the vehicle is messed up or not. DO NOT PURCHASE from Carvana. They have an excuse for everything. Who is going to pay for my car rental? "Call SilverRock." The transmission is bad, "Call SilverRock."

In effort to get the car before my vacation, I offered to pick it up. The soonest I could pick it up was 5 days after the original delivery date, and an almost 2 hour drive from my house to the vending machine. I reluctantly agreed. They also checked my credit a second time when I switched from Delivery to Pickup and had to sign a new contract. This resulted in a slight increase in monthly payment and a second hard pull on my Credit Report. The first hard pull may be the reason why they slightly increased my APR. If the car would have been delivered as promised, or even with a slight delay, this would have been a 5 star review.

I wish I could add a picture of the wheel rims so you could see why I was so stunned they would deliver a car with such an obvious problem that was not identified on the description. I returned the car writhing the 7 day period allowed. Was told my refund would be delivered the same way it was sent, a wire transfer. A week later, two days before the July 4th weekend, I received a check via FedEx. The funds are still on hold by the bank until the check clears. In the meantime, I need another car. Final analysis, they can be great if everything goes perfectly. If it doesn’t, be prepared for many frustrating discussions with very nice, but completely incompetent people. I went to a dealer and bought a new Lexus. Carvana results in too much brain damage.

The second couldn't find any notes of my original conversation or provide any assistance. The only thing they could offer was to have someone call me back in 48 hours with an explanation for why the car couldn't be delivered for another 6 weeks. This was a complete waste of my time and Carvana seems to be unable to keep track of their inventory or meet their delivery commitments. Based on my experience I could not recommend Carvana to anyone.

There was also some patch work done on the car which had to be repaired! Which Carvana paid for after the adjuster took forever to go look at it. Then the car had some kind of adhesive all over the inside, the steering wheel, all of the buttons, and part of the dashboard. Also the shop that did an oil change on the car before it was delivered put the wrong oil in the car and overfill it and almost blew up the engine! My car was in the shop for over two months and it is in the shop again. They basically sold me a lemon!

On Friday I get enthusiastic text messages that my car will arrive the next day. I'm excited. Saturday delivery time comes and goes. No delivery. No contact at all from Carvana. I have to call them to ask where my car is. They don't know where the car is and say they will let me know as soon as they hear from the delivery hub. An hour later I get a text informing me that there was a mistake and my delivery date would have to be postponed an entire week. They offered me $25 per day up to a max of $125 for my inconvenience of having to wait another week. I decided to wait because I really wanted the car and had already sunk a ton of time into finding it. I re-sign my purchase order, re-sign all of my financing documentation, call my insurance AGAIN to have them hold off on starting my coverage, then patiently wait.

Thursday I get another text message from Carvana thanking me for my patience and confirming my upcoming delivery date. Everything seems to be in order. Today (Friday) I get a call from Carvana - "We messed up. Unfortunately the car you purchased (a marketplace vehicle) had already been sold and the vendor didn't let us know. We're really sorry, but to make it up to you we'd like to offer you a $500 discount if you choose another vehicle from us." Really? Really? For my week of browsing and selecting a car, my two weeks of back and forth waiting, signing, re-signing, getting stood up and wasting my entire weekend for you guys and now having to go back to square one because you guys screwed up...you're offering me $500!? Sorry, that's not good enough.

One more complaint - Carvana's interest rates are not competitive. I got a rate that was a full point and a half lower than Carvana's best offer at the first Credit Union I reached out to. I honestly hate that I'm having to write such a poor review. I've been a fan of Carvana as a company for at least 5 years. I wanted so bad for this to be a great experience. I'm even sympathetic to the probable cause of my bad experience - a marketplace vendor who failed to provide up-to-date and accurate data. I don't expect perfection on stuff like that. But I do expect you to understand that throwing a 'token' $500 to a customer you've jerked around for 2+ weeks while trying to make a $30K+ purchase is NOT showing that you really care about customer loyalty. I'm genuinely interested in how you do the math on that.

Upon starting the car, the service light came on saying that service was overdue, this was not a new light, it had to have been on during 150 pt inspection, how does that get missed. Next I tried to put down the convertible top, and it didn’t work. I looked at the tires on the car and they were worn out very little tread on them but they had lots of tire shine on them to make them look good. Started looking thru the owner's manual to find out how to use the adaptive cruise control only to find out that my car was not equipped with that option.

I decided to review the 150 item check off list that was performed on my car to try to determine whether or not they caught any of the problems that I found, only to find out that their 150 point check up is nothing more than a cursory look by a person just saying, "Yes it has four tires and yes the lights work." It’s a ridiculous list that has nothing to do with the drivability or soundness of the vehicle. It has a check point su line (turn key on to make sure all dash lights light up) and to the right it says (fix or replace).

There is no field that states the results/findings or remediation. It’s a make-up list just to make sure the car looks pretty. The delivery person was very nice and said that they would put new tires on and fix the top and the light and apologized and said she didn’t have any idea how those things slipped through. The lack of adaptive cruise was the ultimate game breaker. I had them unload my trade and load their car and take it back. I feel that if this was a traditional auto dealer that the deficiencies/problems would have never made it on to the lot until they were fixed. I doubt very seriously that any reputable dealer would deliver a broken car to a customer. That’s the biggest problem with not being able to actually see a car before purchasing.

We just talked to this lady from their customer service and she apologized and picked few cars for us in close distance to our home. Same 2017 Infiniti car 10K better mileage but this time $3000 more expensive than the first one we picked. They made us wait 3 weeks and not delivered the car and then cancelled the delivery 5 times. They lied to us and not to mention, they also ruined my daughter's first car experience!!! Carvana did not want to fix it when they had a chance. What a customer service and what a joke. I would not recommend Carvana to anyone. Go buy your car from a local car dealer and it takes only few hours. At least, they have a better customer service than Carvana. You know what I will rephrase it: everybody has a better customer service than Carvana!!! One final word for my Carvana experience and it is absolutely "PAINFUL"...never again.

I was able to reserve a car for $100 and then take a few days to decide if it's what I really wanted to order-- if not, the $100 comes back to me. I actually did this several times before settling on a vehicle. Once deciding to purchase, there are maybe 7 steps to complete the order including the usual stuff-- license, insurance, some other documents, etc. It's all reasonably simple but instead of a pushy salesperson shoving lengthy documents in front of you to sign, it can just be done on a laptop at a time of my choice. I found that Carvana's customer service staff sounded young and though they may not have had all the answers immediately, they were friendly and followed through on questions I had that needed more research.

And importantly, I was always able to reach someone in under 5 minutes of hold time. Last week, true to their claims, the car of my choice was delivered right to my driveway. So as radical as it still may seem to "order" a car online as if it was any other product, Carvana made it a good experience and I can't imagine ever going to a dealer again, especially for a pre-owned car. I recommend Carvana especially for people who are busy and don't want to invest a lot of time visiting lots and dealing with salespeople. This worked for me and I'm happy with Carvana and the purchase I made through them.

On 6/29/2021, I checked my Bridgecrest account to make the 7/3/2021 payment. Surprise, they did not cancel the payment as promised and also charged an NSF fee. On 6/29/2021, I initiated a text conversation (Nani) and phone call (Devin) with Bridgecrest to waive the $15 fee. For 45 minutes, the representative on the phone treated me like a liar saying there is no record of any previous text conversation or even the current one. It took 45 minutes of her arguing with me to finally find that I was in fact also texting another representative. They continued to refuse to admit to the conversation on 6/9/2021 even though I can provide proof of the call in my call history on my phone and on my phone bill!

The representative continued to treat me the entire 1.5 hour call as if I were a liar when I’m fact they are the liars. Not only are they liars and falsify records to not be held liable for failure to do as promised, they have no compassion. I have a $25,000 auto loan with them with a 10% interest rate. Imagine the money they are making off of me! A victim of fraud and they couldn’t find it in their “policy” to waive a $15 fee for a payment that they said had been canceled on 6/8 but wasn’t and then claim on 6/29 that they have no record of the phone call.

Avoid Bridgecrest. Stay away from Carvana. The strict adherence to “policy” is the same thing that killed my father of a heart attack. Policy = paperwork first. My dad died waiting for paperwork to be done because the nurse had no compassion nor autonomy and would only follow policy. Bridgecrest representative are the same.

I also had to pay $50 for the repair (was not told this by the delivery person) when it came to me not working. I was told the $50 was due to the fact that the dealer was not a preferred repair shop, but the closest preferred repair shop was 45 minutes away. Overall, this was a huge inconvenience to me after I paid $22,000 cash for the Jeep. You would think Carvana would take better care of customers, especially when the vehicle arrived not as advertised.

During this time my best friend's mom passed away and I went to be with her, I called a day before my flight back home to confirm the car was in route and their wouldn’t be a delay. They said yes. 30 mins after I landed I was met with a text saying the car was delayed again. This is now a month of delays. I had to wait an additional week again with no transportation. The day comes again and guess what? Another delay. I got financing with my own bank so I have already started paying on the loan for my car, that I don’t have. I just started crying. I'm so frustrated. Carvana does not care about your money, your time or you.

My 7 day trial period “ended” on 6-22-21 and they were calling about needing registration paperwork. 7 days from the 16th is the 23rd. The car had more damage than what was noted. The only thing that made this purchase enjoyable was the delivery driver that read the file and brought me a gift bag and seemed sincerely apologetic. I’ve never experienced buyer's remorse until this purchase. Let’s hope the car holds out.. Interest rates are higher.. Will not use Carvana again. I’ll go to a dealership and deal face to face and keep it traditional!

Every time I call, I'm on hold for an hour - when someone does pick up I'm disconnected and have to go through the entire process again. I'm told if I need to speak with a supervisor, the wait will be another hour or they'll call me back....I've had TWO calls returned... same excuses with a promise to follow up with me, they NEVER do. The temporary tag expired 7 times, again waiting an hour or longer to speak with someone to renew it. Half the time they never send it and I have to go through the process all over again....SO FRUSTRATING! In addition, the car had 5 or 6 scratches on the roof, each 12-16", this was not disclosed. It's a GMC Terrain and the roof was too high for me to see initially. I DO NOT recommend anyone to put themselves through this much aggravation. Stay on the safe side and purchase a car from a reputable dealership near you!!

When I went to pick up the car (I chose the vending machine option, cause why not), I signed 2 forms and then was on my way with my new (used) car. The 7 day guarantee was also a great peace of mind. The car was exactly as described online and all around perfect for me. Definitely will consider Carvana in the future for any other cars I may want.

Monday comes around and I get another text telling me there is a delay and they are about to leave. I then start to receive pictures of damages that weren’t originally listed and was told that they were probably transport damage. I asked if carvana would take care of that and was told no, I told the person to cancel and lost me as a customer. First impression, never again.

When it came time for us to find a replacement car, for sure I tried a few dealership I had a relationship with in the past but all were void of my needs as a customer. My needs are really simple, tell me everything about the car as the information is available, show me why this is an investment we should make as I know cars, and what if the car has problems.

I did not give up speaking with dealers and their disassociated lead driven BDC or internet departments but found it rather interesting to buy a car online, how does this work? After exploring several options we found Carvana. I could see the car, window sticker, condition, warranty, and a no-questions asked return option. Well that was impressive and we decided to give it a try as they had the exact car we were looking for at a very fair price. Remember a fair price is what you should be looking for, a dealer selling a luxury preowned unit way under market should be a warning sign.

The entire Carvana experience was beyond anything realistic a salesperson at my dealership could have taken the time to do with a customer, Carvana had it all packaged up. Impressed all the way through delivery as we were outside of their normal drop off areas. Driver called me, I picked up car, and was so pleasantly surprised, the car was perfect and as described. The Carvana DMV process in 2019 was a very nice feature of the delivery, my plates just showed up in the mail. Loved the car but our needs changed and sold it to a friend.

So now time to find a replacement car again, in 2021 when good preowned cars are very hard to find and dealers know it. We again found an acceptable car on Carvana, year, miles, price, window sticker, seemed like a good fit and we were already comfortable with the Carvana buying process. Wow, things change, the process was even easier and we bought and paid for the car in like 15 minutes total.

We had a great delivery experience this time with the cool Carvana truck and delivery person. I did not really need any help but let him do his thing, he was not trying to sell us anything just there to make sure the car looked and drove as we had hoped. It did, awesome again Carvana. Thank you for the fun and enjoyable buying experience.

So, the day finally comes, and I leave work early to go pick up my car about 30 minutes away as they said they could not deliver it to my house because it was outside of their delivery radius (not what the commercials say, but ok). I had a friend take off work to take me. We arrived about 10 minutes early and after waiting for 15 minutes, I tried calling customer service as no one had shown up yet. The wait to speak with someone was 30 minutes and I was put on hold and then the call was dropped, so I had to call back again and wait another 30 minutes for someone to pick up. I decided to send a text during this time to see if I could get an answer from someone quicker and was told via text that my vehicle was somehow opened back up for sale when the autopay link was sent (I was not notified at all and had a text the day before and 3 days before about my delivery) and was currently already being sold to someone else.

After being put on hold again and having my call dropped for the second time, I called a third time with still no vehicle in sight. After being on hold for an additional hour and 15 minutes (now almost 2 and a half hours on hold), I finally spoke with a manager who said that even though I had signed contracts and purchased insurance on this vehicle, there was “nothing” they could do and he could help me search for another similar vehicle with the most he could offer for their mess up being $500. At this point I was done as it was 8pm and I was emotionally and physically drained.

I called back the next day, on hold again for another 30 minutes, and spoke with another manager who offered me the same thing and said there was nothing they could do. I then found a vehicle that was the same year with 7k more miles and was advertised as having a better trim but was priced $1k more so I asked why it was so much and they explained that it was an in-depth process to their pricing and they couldn’t negotiate. So, at that point I just needed a vehicle and decided to go with that one since I could get it within a few days.

I purchased the second vehicle and was told it would be another week until I got it delivered. I was going on 2 weeks without a car as a single mom, so I asked if it could get delivered sooner and was told no, not even as a courtesy to their mess up. So instead of getting it delivered I took a day off work, bought a $100 bus ticket, and rode it for 17 hours to get my vehicle. Everything went pretty smoothly when I picked up the car, they even threw in a $50 Visa Gift Card as an apology which was a nice gesture but felt like a slap in the face after having to spend much more to get a car that I didn’t even originally want.

A few days later, I was trying to figure out the Bluetooth in my car (which they had advertised it as having) and noticed that not only did the car not have Bluetooth but it was not even the same trim they had advertised it at. The trim I had was priced a whole $2k lower than the trim they advertised it (and sold it to me) as. I called immediately and was told they would look into it. I was called a few hours later and offered a $500 apology check for my experience and was told that they were still looking into the pricing. I was called the following day and told that the price was correct it was just the posting that was wrong even though all data and research proved the price was not correct. I even spoke with a local Nissan dealership who stated they would not have priced that car as high as Carvana did.

Needless to say, I will never do business with this company again and will speak out against them as often as I can. They do not try to work with you or be flexible and if they mess up, they make very minimal attempts to fix it. They are a heartless company whose only goal is to make as much money as possible regardless of who it affects. Please do yourself a favor and go with someone else.

Once I started the buying process it was a breeze. I did a trade in and got a fantastic trade amount for my vehicle. I got the financing through Carvana and got a real good rate considering my credit is merely good. Lastly there was no charge for delivery, unlike another online company which wanted to charge several hundred dollars. Finished the purchase with out any issues. Scanned in my documents (license, insurance, etc), took pictures of the trade's odometer reading, etc. Signed the loan documents. All in all the actual "buying" process took about 40 minutes (counting the scanning, etc) and I could do it all from the comfort of my couch. Got my load documents quickly and signed everything. This was a Friday night, and I setup my delivery for the following Saturday (a week away).

Ran into a hiccup the next day with my insurance, but that wasn't Carvana's fault it is the State of Pennsylvania's. They have a "45 day rule" where you have to show the car will be insured at minimum 45 days after purchase. My policy runs every 6 months and unfortunately I was buying this car when my renewal was due to come up. So the Carvana rep called me and said I need to get a rider. I called my insurance company who sent Carvana the rider. Unfortunately, my insurance company must not have understood because the rider they sent was only for 30 after purchase not 45. Ultimately I just renewed early and insured the new vehicle a few days early. No big deal. That allowed me to send Carvana proof the new vehicle would be fully insured. Again, that was only hiccup I encountered during the purchase/wait for the vehicle.

I got a email from Carvana a couple days before delivery confirming my Saturday delivery and telling me what I had to do. Also it told me the driver would text me when they were close. I had read reviews where people kept having their vehicles delayed, but mine was right on time. In fact, the driver got there a little early. He was super friendly and polite. He unloaded my new car and as I looked it over and took it for a quick spin around the block he took pictures of my trade and then loaded it up. He then gave me my packet of paperwork and explained it to me. I signed what I needed to and that was that. Easy Peasy. Now for the car. It was better than even the pictures on the site. I couldn't even see the blemishes on it that Carvana put as "hot zones" on the website. Everything was functional. Tires had plenty of tread, lights all worked. Car was clean in and out. Just to be safe though, I took it to my mechanic who gave it an inspection and found no issues with it.

Lastly, I had read reviews where people massive trouble getting the registration completed for their states. I had not issues. However, I kept an eye on the Carvana app which kept me up to date as the registration reached each step. I had also prior to delivery asked what all I needed for them to get it registered in PA and made sure they had everything they needed. I think it took about 3 weeks to get my registration from PA. So even though the entire Carvana process, buying, receiving, registration received, was finished a few weeks ago I wanted to make sure no shoe dropped and I happy to say it didn't.

I will say though that I think I purchased at the right time because I still like to look at other vehicles like the one I purchased and anything remotely with the same mileage, year and options is selling for much more now. So I think I got an absolute steal of a deal. So in closing this was the best car buying experience I have ever had. I did it my way, at my pace, with no pressure from some sales guy trying upsell me. I highly recommend Carvana and would purchase from them again.

They do the 7 day money back guarantee or car swap out. The issue with that was the car I had chosen (2018 Chevy Equinox) was the best of the options they had on there for that car, and I couldn't go back to my old car as I am about to have another baby and it couldn't fit the car seats. I wish I could post all the photos I took along with this post so you can see just the corners that were cut so they could sell this car. I AM SO DISAPPOINTED. The issues they listed were chips on the front, a few chips on the back, and mild road rash on the side.

Things they forgot to mention, Messed up window tint on two windows, stains on the seats in the car, excessive scratches on the side and back of the car, broken window seal so air loudly flows through the car. They painted a part of the driver side window and instead of painting the whole thing like a professional would do painted just the buffed out area leaving the door with two different colors and paint speckles on the car and the kicker, a hard to make dent in the roof by the trunk where it looks like they pulled it up and now will not fix. I have had the car for 1 week. So yes, buying the car on the internet was easy. The customer agent I spoke with who congratulated me on my car was nice. But I do not think I would do this again nor would I recommend anyone else do this unless you want a car that's not like the one you thought you were buying.

Con: When delivered, the driver of the delivery truck noted, the "maintenance required" light was illuminated on the dash. A vehicle diagnosis order was generated and I was contacted by Carvana. I was directed to find a preferred repair facility and work with them. The result was the vehicle required an oil change, tire rotation, cabin and engine air filters. When Silver Rock, the warranty provider, was contacted by the service provider, they indicated these items were typical maintenance and would not be paid for, (fair enough). I have attempted to reach out to Carvana as I feel this should have been addressed prior to being delivered to my residence and should be, at a minimum, partially reimbursed for the cost of the service. After several days of attempting to call and text, I have not been successful.

1. Delivery was by third party, who demanded I meet them at 10:45 pm, in the rain, did not ask for my Id. The car had been transported with the passenger window part way down, so passenger side interior had been exposed to road grime and water. It traveled from Arizona to Ohio. I’m lucky I guess that there weren’t any cicadas in it.

2. Non-disclosed cosmetic issues: after a few days and being able to see the car clean and in daylight, I discovered that the front and back bumpers had been painted, with multiple areas of bad masking/overspray. Obvious repair spots as well, which were not in the disclosed blemishes on the purchase page.

3. Chat: don’t use it. For anything. It’s a bot at first, but even with the live person I felt like I was getting scripted answers. Which was not helpful. Plus there was massive delay between questions and answers. The chat guy had me ready to return the car and not even look at another.

4. Live person on the phone customer service: these people have honestly saved the sale so far. I gave up with the chat guy. Got a live person on the phone in less time, who listened to my concerns, and did their best to find solutions.

I’m still waiting for the review of the photos I submitted to be completed and hear whether or not they will fix the cosmetic problems. I really like the car, just not the massive amount of issues that weren’t disclosed. I will try one more vehicle if they won’t fix this one. Bottom line? Too soon to tell, but always call customer service directly.

8. Cancel order.

I work in logistics and I deal with auto transportation for a living. In my 15 years of moving everything from a scooter to a 75 million dollar generator to the other side of the country I have never seen anything like this. When you promise to deliver a product and fail three times to do so it's unacceptable. Cars are cheap. Trust in the business you are dealing with, priceless. In this case worthless.

It was not. I had to throw away the belongings of the previous owner once I had the car in my possession. The leather seats were filthy, the sun visor had what looked like specks of blood (or barbecue sauce) all over it, and the cupholders were extremely dirty (my biggest pet peeve). Not to mention the trunk had, what looked like, someone spilled a vanilla milkshake all over it. I was NOT happy. That wasn't even the tip of the iceberg. My car was "slightly" damaged before delivery and I have to wait 2 weeks before the autobody repair shop will even look at it to provide an estimate for repair.

The first time I took it for a drive on the highway (day 3) the tire pressure light came on so I took it to the gas station and the front left tire (brand new) only had 13 lbs of air in it. Thank goodness a FireStone tire shop was close by, because it turns out the tires stem valve was bad and had to be replaced. I had to pay for that, which was really no big deal, but oh my God, what next?? My tire sensor is apparently now malfunctioning, so regretfully, I am about to drop it off at the Chevrolet dealership to be repaired. The issues with the car are NOT the reasons for my 2 star review.

With my first purchase, I received a gift bag full of goodies, superb customer service, and I even found a gas card in my gas tank door when I went to fill up for the first time. Carvana didn't even offer me a $5 car wash when I called to complain about how filthy the car was, let alone offer a sincere apology. I almost felt like now that they are popular and obviously making a ton of money, they forgot about what got them there. I love my car. I wholeheartedly did NOT like the Carvana experience this time go round. What happened Carvana??

Unfortunately, these emails didn't tell you which was which. When I called, I had to wait 20 minutes to talk to a human. Thankfully, the customer service representative was able to address the issue and went out of her way to provide additional support to work around Carvana's systems. Again, I'm very pleased with the value I received and the caliber of the sales and customer service personnel I encountered. However, it's apparent that they have not fully thought out their systemic infrastructure, probably due to trying to over-automate and contain costs.

Honestly, I should have just gone to a dealer near me because the price would have been the same and I would have my registration at this point. Each day that goes by without my registration is a day that I cannot make money utilizing my vehicle. At the VERY LEAST, STAY AWAY from Carvana until the pandemic is LONG gone and they can stop using that as an excuse for the horrible registration process.

We started the purchase process after finding the "right" vehicle. The process has a countdown timer that starts at 45 mins. Each step of the process is broken into blocks. Completion of each block adds time. We got hung up on the credit block, due to a fraud watch that I have in place. This was 11:30 p.m. and there was no one to answer the chat box. The time ran out (issue#1). We started again at 8:00 a.m. with the chat box and found the vehicle still available. The Advocate chatting said that it was the fraud watch that caused the delay and that I should remove it to prevent future delays. Nope, it's there for a reason (issue #2). The process continued uninhibited until the trade-in portion. Carvana requested the "10 Day pay off amount'" from our lender. Our lender stated that they would issue a verbal one to Carvana, which they stated they do daily, and then issue the written one by fax within 48 hours.

I had received two texts at this point from two different Advocates, expressing a desire to assist with the process. One stated that I would need to call them to continue the trade-in process due to the lender's statement. I called and was connected to another Advocate. This Advocate decides to tell me their life story on how they ended up at Carvana, stated that they were in their last week of training, and tell me that a verbal amount would not be allowed. They then state that they will call the lender and "Sort it out" (issue#3). He called back to tell me how awesome he did and then said that I would need to contact them back. I called back and spoke with a not happy lender, who told me the same thing, "Carvana has always accepted verbal first and then written within 48 hours" (issue #4).

I called Carvana back, connected with yet another Advocate, told her what had happened. She asked her team, they said yes, they do that, she called the lender on 3 way, received the amount and that was it. She stated that she was also in her last week of training. It must be two separate training programs (issue #5). After that was completed, delivery was scheduled. Three days before delivery, I receive a text stating that the delivery will be delayed. They could, or would not, not tell me why. The delivery was rescheduled for five days later. Thankfully I had the day off (issue #6).

Delivery day was smooth. Found damage to the bumper that was not disclosed. The Advocate stated that Carvana would take care of it (received a text and email from Carvana and their warranty company within 24 hours). We test drove the new car, they loaded the old one, the Advocate said she just finished training the week before (apparently everyone is new), we did the paperwork and that was it. I have received a few satisfaction texts and one phone call to ensure that we like the vehicle.

Overall, I would recommend Carvana if you have lots of patience, enjoy online shopping, can wait a week to test drive your car, dislike or get anxiety at a dealership, or you are happy with the trade in and sticker price (no negotiations). Personally, I like negotiating at the dealership. I know that I could have got the price down, however the trade in price was too good. I would say that I paid for the convenience, but I'm not sure about how convenient it was. I would rate it a solid 8 out of 10. The experience was good, but Carvana should make a few changes, if I were going to use them again.

During our test drive everything seemed to be functioning well. We did notice an odd smell that we thought was the result of being a smokers car, Also undisclosed by Carvana, but it was covered up initially by a strong car freshener. This slowly wore off over the next 2 days. By May 30th, 2021 we decided we needed to return the car and get back our Jeep. We were told our Jeep would remain in town during the 7 day "money back" period. \When we call to unwind the deal on the 30th we were informed that our Jeep had actually already been shipped to the mid west for processing and that the earliest we could get it back was June 3rd. We happily accepted that date and parked the Carvana car in our driveway for the week awaiting its pick up.

Now the nonsense really begins. The Jeep arrived at our home today (June 3rd, 2021) right on time at 9:30am. I also must say that the actual representatives we dealt with on the delivery and return were wonderful. They were kind and just doing their jobs of loading and unloading the cars. Once the Jeep was unloaded we opened the driver's door to discover a wire hanging from under the steering wheel. Someone what unscrewed a base module from the dash and left the screws in the cup holder and the wires hanging. The amp which was attached to the floor under the driver's seat was still there as was the actual head unit. We then went to the trunk to find the attached sub woofer was also removed with the wires left exposed. We are also missing our Superchip tuner module and box from the glove box.

According to the driver he stated the "intake company" from the mid west had started to remove items to "sell in the after market" mistakenly not knowing the car was being returned to us. At the time of the sale we also handed over our title to the Jeep. That too was missing and the driver could not tell me when I should expect it back or how I could get it returned to me. After our driver was on hold for over 2 hours with different people, he was finally disconnected. It's now 6:42 pm and I have still not been able to get in touch with anyone who can get me answers. I have my Jeep back without Title, subwoofer and tuner module and I'm still on hold waiting to speak to a live person to get my stolen items back. DO NOT BUY FROM CARVANA!

I wasn’t happy, but things happen. Then a day before I was going to drive three hours to pick up my car I got another text my delivery was delayed. This time they said it was only going to be delayed a few more days delay. At this point, I am mad. I needed to have this car for my mother-in-law to drive my wife to a surgery in the city. Keep in mind I had to plan on taking off work each time they changed my delivery day. I was assured the vehicle was going to be in California the night before my pick up. I needed this vehicle so badly that I told them I’d drive the whole 4+ hours to pick up the vehicle from their hub.

At 10pm the night before I’m supposed to pick up the car I get another delivery delay text. They said it would take another week to get to me. That was it! I canceled the purchase contract. I don’t think they ever had the vehicle. All I got was lies and false promises. The customer service people I talked to were nice but had no power to do anything or figure anything out. This company is a joke. They don’t care about the consumer one bit.

The delivery driver was so knowledgeable about our car- better than the local dealership we had visited. They even took care of the registration process, saving us a trip to the DMV! At every step we were impressed with the truly exceptional customer service experience. No hours spent sitting at a dealership, no shenanigans, just get it done with modern technology and responsive customer service. I cannot recommend Carvana highly enough. I've been raving about it to my friends and family! They've earned a customer in our family.

Third, additional paperwork was needed to register the car. This was a Carvana oversight but again came with a threat that the car cannot be registered if I do not reply within 48 hours. I was traveling out of state and could not sign a form they forgot. No apology on Carvana's end only that you have to respond within 48 hours. I went online and chatted with the bot which was a waste of time. Again, the selection and purchasing process was great. The admin part after was not.