Carvana Reviews

The mechanic said the repairs would cost anywhere from $5,000 - $8,000. This was extremely disappointing to hear given this is a new car that went through several inspections with Carvana and none of these things were addressed? I called Carvana and asked how we could resolve some of these issues and they said I would need to go through the Warranty company, Silver Rock. Given my experience this far with Carvana I decided that this was not even worth my time or money and decided to return this car as soon as possible.

On 6/17 I called Carvana to tell them I wanted this car returned. The customer advocate I spoke with told me it was no problem and the earliest they could pick up the car was on 6/18 at 3 pm. I agreed on that time and hung up. On 6/18 around 10 am and 1 pm, I called Carvana Care (twice) to confirm the return appointment. The appointment was confirmed both times and I hung up. 3 pm rolls around and I do not hear anything from Carvana regarding a return. I gave them a call at 3:30 pm to see where they were and I was told that my return was never confirmed? Wow, news to me because I had called earlier that day TWICE. At this point, the person I was working with was able to pull some strings to get the car picked up tonight at 6 pm which was very nice. I am still skeptical this will happen given my experience.

To summarize, this entire process that I have gone through with Carvana is honestly the absolute worst experience I have ever had dealing with any company. I would not wish this on my worst enemy as it has been over a month of headache after headache and constant let down. Please do your research before going with Carvana. And if you do decide to buy a car through them, please make sure you get a second opinion on the car's quality prior to the 7 day return policy ending. The quality of the cars that go through Carvana do not seem to meet the standards of what they advertise. Best of luck on your car search!

Original Review: On 5/15/2020, I purchased a 2013 Ford Escape from Carvana. The purchasing of the car online was extremely easy and straightforward. I was so excited to see that my car would be delivered to my house in 5 days on 5/20/2020. In order to accept the delivery, you need to have proof of insurance beginning that day. I went ahead and purchased insurance beginning 5/20.

On 5/18, I wake up to a call from a Carvana customer service employee stating that they found there was a broken headlight and the moulding on the passenger side of the car was coming off. They found this during their final inspection of the car prior to them shipping it out. At this time, I was disappointed as they advertise an 150 point inspection that is done on all cars prior to listing them on the site. It is hard for me to believe that this was just discovered, as the car should have had an 150 point inspection initially. I am curious to know how a headlight and moulding on the car could be damaged if it was just sitting in their warehouse? Additionally, I personally think it is not a good business model to confirm a delivery date when a final inspection has not been completed.

At this point, they delayed the car another 9 days meaning I was supposed to get this car on 5/29. I understand things happen so I accepted that they were doing everything they could to get the car to me in good condition. They offered me $150.00 for the inconvenience. On 5/27, 2 days before the delivery date, I get another call from Carvana stating that the delivery date will need to be pushed out a second time due to the repairs not being completed. The new delivery date would be 6/4. This was unacceptable as it has already been rescheduled and confirmed for the date of 5/29. After speaking to customer service they said they were only able to offer me $250.00 total for the inconvenience. At this point, I was spending more than $300.00 total on a rental car and insurance that I did not need.

Since my car had been delayed several times at this point, I called Carvana daily to get status updates on the car. At this point, I was assured that my car would be here on 6/4 and I stopped calling for updates. On 6/2, I wake up to a call from Carvana saying that they will need to push the delivery out AGAIN to 6/13. When I inquired about why, I was told that during the repairs, someone had broken the handle on the car and they needed to order another part and fix it.

At this point, they stated they could only offer me $350.00 for the now upwards of $500 that I am spending on insurance/other means of transportation. I was also informed that it is not guaranteed my car would be delivered on 6/13 as they did not yet have the part that was needed to repair the door handle - why would a delivery date and time be confirmed if they do not have the means to guarantee this delivery.

As I did prior, I called daily to get status updates on this car. Each time I call in, I get a different excuse about what happened and why the car is delayed. Each person I spoke to assured me that they would follow up with information and each person has failed to do so. Today, I called back in and spoke with someone on the Delivery Resolution Team who assured me the car was getting worked on today and the part was finally in. He assured me that this car would be delivered on 6/13 without a problem. At this point I hung up and immediately logged onto my account to update my down payment.

Since it has now taken a month for me to get this car, I have more money saved up that I was able to put toward the down payment of the vehicle. I went into my account to update only the cash amount and when I completed the change I was brought back to the scheduling page. When you go to update the information, it asks what you would like to update. When I only selected that I wanted to increase the down payment, nowhere did it say that I would also need to reschedule the car delivery date.

To my surprise I was then asked to reschedule the delivery date of the car that has been confirmed. When I was rescheduling the car, the earliest date was now 6/16, 3 days after the date promised by the manager on the Delivery Resolution team. At this point, I figured it would be easy to call customer service and have this back to the 6/13 date as I just spoke to someone 30 minutes prior who confirmed verbally the 6/13 date would not be an issue.

I called back in and was told that I was now unable to have the 6/13 delivery date because someone else had taken it. I escalated this to 3 different people who basically told me that it was my fault and there was nothing they could do. This is now the 5th time my car has been delayed and it has been 28 days and counting. It is ridiculous that updating the down payment amount would also trigger a reschedule of the car delivery when it was confirmed - these two have nothing to do with each other. Additionally, I was told that I will be receiving $350.00 for the inconvenience, however, this does not even close to cover the expenses of the time and money I have spent dealing with Carvana. Additionally, I only will get this $350.00 if I decide to keep this specific vehicle.

At this point, I am unsure if this car even exists and I am quite frankly terrified of the condition it will be in once (if) I actually receive this. I have had a less than good experience working with this company and do not have very much faith in the quality or condition of the car I am about to receive. Definitely do your research when deciding to go with Carvana. Updates to come.

Their 3-5 day policy for refunding your $? Don't buy into that--when you don't receive your refund (I paid it all up front) in that time period, they put it off on your bank, state they'll contact their refunds department and get back in touch with you (they don't) & ultimately say it takes 7-10 days for them to process. And getting in touch with them? They don't return phone calls, & chatting with their bot will waste several hours of your time trying to get your hard-earned cash back. They say whatever will hook you, then do what they wish--and in this case, not provide you with the car as advertised. Save yourself the time and energy! Go where you can actually see & test drive the car, for starters!

Original Review: May 28, 2020

I got Ford Escape from Carvana (Kansas City) 5 days back (05/23/2020). The coolant was low when I picked up the car, Carvana staff told me no worries. Should be a small issue (they have 180-inspection before sale) and SilverRock (the contract coverage company) would assist me to fix any potential issues. I drove back from KC to South Dakota. 3 days later, SilverRock called me and assigned a local dealer for diagnosis. It turned out needing a new engine for the car. Still in 7-day return window, I contacted with Carvana (an advocate called Jacob) and they asked me to drive back the car. Remember the car is eating coolant into engine, how can I take this risk to drive back. Then, they said they need $399 for pick the car up to return it. Folks, 180-inspection is a joke! Once the car has issues, you will be told no worries Carvana has good coverage and keep visiting garages. Good luck to those car buyer!!!!

I did all the requirements and follow all their instructions as far as getting the loan, sending them the info. So they could verify the financing is good, sent them a copy of the check, we had three-way call so they could verify the funds in my account for the downpayment, I contacted my car insurance to add the vehicle I was going to purchase, and I made a reservation to rent a car because the closest Carvana's vending machine was 4 hrs. from where I live. I planned to drive for 4 hrs. to pick up the car since there was a $399 delivery charge outside their delivery area. I had to wait a week to schedule the pick up so I could schedule it between my work schedules.

A day before the pick up I called Carvana to make sure the car had been delivered to Carvana's Birmingham, AL vending machine where I was supposed to do the pick-up. I wanted to make sure the car was there before I drive 4 hrs. Carvana customer service assured me the car was there and ready for me to pick it up. 5 hours later I received a call from Carvana stating they want to reschedule the pick up because the car has a suspension problem and there was an engine light on that their mechanic still trying to fix. Which none of it ever mention in the vehicle descriptions.

I gave it a 1 star, 0 if I could because: 1.) I wasted my time running around doing the paperwork trying to do my part to buy the car. 2.) I have to pay 10 days of interest because Carvana wanted a copy of the check by May 21st to verify the loan is good and so they could confirm the delivery and pick up is good for May 28th. 3.) For a week no one told me there's a suspension issue and engine light problem until a day before the pick up which Carvana confirmed it was good to go for pick up on May 28th as scheduled. And 4.) I spent time canceling the rental vehicle, spoke to my loan officer to cancel the check, pay interest on the check, I transferred the funds out of my account before Carvana takes it out, I canceled the mechanic who was supposed to check the car for pre-inspection and I had to call the car insurance again to delete the car out of my insurance.

All this work and now I'm searching for another car to buy after wasting 2 weeks dealing with Carvana. So if you want to take a chance and do all these and not knowing for sure if you would have the car you want after searching for the right car, which hopefully a good reliable car, because you could not really trust Carvana for their words...then GOOD LUCK!

Now, for the "get pre-qualified now" I filled everything out but it seems there are no set terms. They change depending on the car you are currently looking at, usually interest rates are affected by things like length of loan, sometimes the year, or mileage can be a factor. Carvana changes by the car you look at, I looked at two different 2019 Genesis G80's, and it gave me two different interest rates, the only difference was the color! Now for the real kicker. I have a pretty good credit score (over 750) and they want to charge me 18.9%. That is absurd, most of their competition is offering 70+ month financing at 2% or less right now. I have credit cards with lower interest than their car loans! I tried to contact them, but was only told that they do not negotiate under any circumstances. Their loss....

Please be aware of these points while you're making your buying decisions. Carvana is putting the "shifty used car salesman" back into car sales. They are trying to take advantage of people at every turn. Insultingly low trade-in offers, ridiculous interest rates and higher-than-market prices on the cars they're selling. They are the "undercarriage protection coating" of the car sales world.

Response from Carvana: "In regards to your questions about the Power of Attorney policy, it's difficult for an online dealership to use POA, so Carvana decided to limit it to military deployment situations at this time. You can reach out to legal@carvana.com to find out more information on our policy." I am not an attorney but it seems to me that if Carvana is doing business in Minnesota, it should accept a Power of Attorney, which was drafted by a Minnesota attorney and notarized in Minnesota.

This could be a great concept but it's a kitchen without a chef. After 15 days of running around what's the resolution? 200 dollars off sticker on something else. Absolutel worse car buying experience, made me buy insurance on the car that I have been for 15 days. Told me, "Cannot do anything. Try and get it back from your insurance"? Going to a local dealer and buying a car. You have been warned.

The delivery was arranged for a few days later and it was seamless. We said a time, they were there at that time, and I quickly signed the necessary paperwork. I had seven days to return or exchange the car for any reason. But why would I need to? The car seemed to be in mint condition and Carvana prides itself on its "150-point inspection" of every vehicle they sell.

Well, the lesson, ladies and gentlemen, is to look under the car when it arrives. Because I dropped something on the ground which rolled under the car. When I went to retrieve it, I saw something hanging down from the undercarriage. I took it into the shop and they showed me that the car was missing all of its splash guards. Carvana proved to me that you just can't trust them. Not to mention, when I called to arrange to return the car, I was on hold, to talk to an agent, for 26 minutes. That just told me how awful it would be anytime I needed to contact them.

On my test drive: the rearview mirror falls off (Carvana Checklist #79). There are multiple blown speakers on the car (Carvana Checklist #64). When I stopped to put the Jeep into 4 wheel drive, I immediately noticed a very loud clicking and grinding noise coming from under the Jeep. After taking the Jeep to a Cert. Dealer to have this looked at, it turns out there is a not only a bad drive shaft (Carvana Checklist #34), there is also bad bushing (Carvana Checklist #41). When returning to the Carvana location, I engaged the parking brake as the Jeep was a manual transmission, the parking brake slipped and did not fully engage allowing the Jeep to still roll in neutral (Carvana Checklist #112).

I am overall very saddened by this whole thing. Even after calling Carvana and informing them of the issues and how the end of my 7day test drive was coming to and end soon. I requested they take the Jeep back, fix the many issues and allow me to start the 7day test drive again. Because for whatever reason I was still willing to buy this vehicle. Instead they offered that I return the Jeep and test another one. But why would I try a second car from Carvana when the one I have currently had so many problems? My major question, how do so many blatantly obvious issues like the rear view mirror falling off at the slightest touch make it past all quality control checks????

Exercise caution folks… This is a major quality control problem. To add insult to injury, I also had to pay $167.04 out of pocket to have the Jeep looked over at a Cert. Jeep dealer as all of the places Silver Rock have listed for service will not work on 4-wheel drive. Add to that I am going on 72+ hours after returning the car and have not received my downpayment back, but it only took them 24 hours to pull it out of my account.

We decided after much research to purchase another vehicle from Carvana after having such a good experience the first time. This time around was much the same in the pre-sale phase: great customer service, ease of working with our lender, and delivery times were fast even with the COVID-19 situation. However, after delivery, we quickly were aware that the vehicle was not in good condition.

The car was not detailed (there was dirt, dog hair, and bits of paper trash in the car,) there were improperly installed parts (the weather stripping in the rear hatchback was not the correct part and falling off,) more damage than was presented online and quite a bit of rust that was not noted. For the price, I was not happy with the quality of the car delivered. This was a 180 degree change from the 2018 experience. I wanted to like the car and keep it but too many small things added up and we returned it after 3 days. Since then, we have not received any customer follow-up.

They concluded we had $6000 to $10000 of damage on the car. Jeep said, "I wouldn't buy that car." My mechanic said it made him uncomfortable and recommend we not purchase the Jeep. He also told me he had seen other cars from Carvana delivered in bad shape. I call Carvana on Day 5 and told them we were not accepting the car and told them about the extensive damage to the suspension system. I told them I would not use them again, because I could not trust a company that tried to sell me a car with such a huge issue and didn't disclose it. In fact, how could nobody notice this on their certified inspection.

Carvana picked up the car on Day 7 and I did get my full refund in 10 days. Yet today I got a tickle ad from TruCar.com about a car I was interested in. There was the same Jeep they sold me and back on the market. Same price, same certified inspection, same carfax report. BUYER BEWARE: On one can only surmise that this company is selling junk cars. They hope people will not have checked out prior to the 7 day return policy. So if you roll the dice and deal with this company, please spend $125 to have it inspected the day after you get the car. If you go past day 7, you're going to own it flaws and all. My suggestions is, don't use Carvana or TruCar. This is pure fraud.

The real problems will come when you try to get your car. If you are outside their delivery area, you will have to pay $399 for delivery. If you opt to meet them inside a delivery area, you don’t have to pay the fee. Since I was an hour and a half from their delivery area, I opted to meet them and save $399. My first delivery date was set, then at the last minute, they canceled because the driver didn’t show up. They were unable to find a driver who could get the car to me in less than a week. If it had not been for the fact my wife was working from home and didn’t have an immediate need for a car, I would have canceled right then. Red flags had already been present throughout the process, but the car was what we wanted, so I stuck with it. I should not have.

I rescheduled pick up for a week later. I was told to be at the agreed Location, a Home Depot in Oakland, Ca, at 1:00 pm. The drive is a three hour, 150 miles round trip for us. My son and I took part of the day off to pick up the car. We arrived at the Home Depot ten minutes early. Forty-five minutes later, no car. This Location, suggested by Carvana, was in a rundown area of Oakland surrounded by homeless encampments. The Home Depot lot had four security guards out front, and two Oakland PD cars parked there the entire time. I never received a call or text from Carvana, and their app showing delivery status was not working.

I called them, and after waiting almost 40 minutes on hold, I was told the delivery driver had called in sick, and they were trying to find a replacement! They told me someone would call me in 15 minutes. About 15 minutes later, I got a call from a driver who said he would be there in about 35 minutes. The driver did show up 35 minutes later. I had now been sitting in the parking lot of a sketchy area for two and a half hours. My son and I had also lost the whole workday at this point.

To his credit, the driver was fantastic. Once he arrived, I inspected and drove the car, signed the paperwork, and got out of there. The car was as promised, so we are going to keep it. The driver told me that he was going to talk to his managers about doing something to make things right because of what happened. Never heard a word from Carvana. They also did not include the $50 gift card they promised because I drove to pick the car up instead of having it delivered. Yes, the car was dirty and needed to be cleaned. When I asked for the $50 card, they refused. Do not use this company.

Great

My experience at Carvana was Intriguing as I really didn't know what to expect. I buy everything online, so it only made sense for me to look into Carvana after seeing the television advertising. I wondered how would I get financing, how would I pick out a car, would I like my car, how would I receive my car. The Good part happened when my financing was approved and I had picked out my vehicle. The Frustrating part occurred when Carvana needed my insurance company to Fax them the RMV-1 form. My insurance company said they only Email them, Carvana wanted it Faxed. After many, many phone calls to Geico and Carvana, and some unbelievable long wait times, somehow the copy of the RMV-1 that was emailed to me was finally accepted by Carvana.

The Great part happened when Britney from Carvana called me and said "Congratulations, You Are All Set". I could hear the smile in her voice over the telephone. The Good/Poor/Horrible came next. Yep all 3 in a row, all together. (Good part)- My car was set to be delivered on Monday April 20th at 12:30. I was so, so excited to see my car in person and to take it for a short ride as Carvana tells you is allowed. (Poor begins here)- I waited until 1pm and started to try and call Carvana. There was a 40 minute wait time by phone....I kid you not!...I tried to get on the online chat and that was a 20 minute wait for a human! So, I waited. I waited. I waited. At 2:00, I finally got thru to the "advocate" that was delivering my car. He clearly had no idea what was going on or where he was supposed to be. He stated he would arrive with my car by 2:30, no later.

I waited and at 2:45, finally I saw the Carvana truck with my car. The car was removed from the truck and I checked it over. I asked to take it for a quick spin and the "advocate" told me in Massachusetts temporary plates are not allowed. I would have to wait 2 more days until they got my car registered for me to take it on the road! I say this is truly the Poor/Horrible part. There was definitely a lot of miscommunication on the part of Carvana. Had I been informed that MA does not allow temp. plates, that would not have been such a shock! I have no idea about the registry rules as I'm a nurse! Also if I had been informed it would be another 2 day wait before I could drive my car at all, I wouldn't have been so very disappointed!

Next, still in the horrible phase, I signed all the paperwork. I gave my downpayment check to Ryan, my advocate, and he took a picture of that and my license and then put the check with his paperwork and he left. After resigning myself to the fact that I could only look at my car for 2 days, I calmed down UNTIL....I got an email....NO PHONE CALL....JUST AN EMAIL....saying Carvana is trying to reach me. I called them and was told they couldn't process my downpayment as I didn't give them a cc account number. I explained I paid that by the bank check that I gave Ryan. She argued with me and insisted the driver did not have the check and I must have kept it! I was so lost for words!

She then told me to just give them my cc information so they could withdraw the funds. I refused. She told me they would be "following" me to get their funds. I sent emails to everybody at Carvana I could think of. Finally, I got an EMAIL....NOT A PHONE CALL....stating they miraculously found the bank check that the driver had 'misplaced' and my downpayment was paid in full. The last part...the great part when I got Carvana off of my back with all of their false accusations....and I finally got to drive my car! She is a beauty! She is bright red, compact, and runs like a thoroughbred! I might do business with Carvana in the future. I would really have to give it some thought.

Sincerely, Deb **

They pushed back our appointment another hour which doesn't seem like a big deal. BUT we had the owner of our car coming to be present at the signing off. He is an employee at a major hospital, working in ER, with dying patients, and on third shift. He is just getting off of work and needs sleep in order to consciously assist medical patients. And the Carvana rep said that we would be inconveniencing the customer who currently had the original appointment time. We are the customer!!! That was our appointment! So off to a bad start.

We received our car and after the delivery person from Carvana left, we immediately noticed many issues. First, the car is NOT what was advertised. Yes, I know, you offer a 360 tour. Obviously it didn't show the long scratches along the body, horrible scratching on rear tail light covers, scratches in the back hatch, and marks on stepping platforms. Even worse was the inside. Nothing had been touched or cleaned. There was smearing everywhere, a busted driver's side seat belt cover, my husband found a potato chip, I found candy wrappers, there was trash everywhere, food dumped down the console, and stickiness on the buttons and steering wheel. How dare Carvana deliver a vehicle in this condition in the current Virus situation?? And after reading many reviews, apparently misleading pictures and extreme dirtiness are the norm for Carvana.

We immediately followed up with Customer Service about these issues and of course were offered $100 (typical in their responses it seems), and were reminded of the 7-day return policy. Why would you not just clean a car instead of risking losing a 35K dollar deal?? We spent a lot of money and traveled 549 miles to do this, and were delivered an extremely dirty car. We had to drive all the way back home in someone else's filth! And $100 does NOT cover a large Yukon! We received a quote for almost 3 times as much! And it is impossible to get a detailer to do the work right now as we are in the middle of a Pandemic! So we have to either clean the car ourselves or wait for weeks. Unacceptable. On top of all of this....my husband and I got sick when we got home. So when I get tested positive for the Virus, I will send Carvana the bill and supporting facts and documents.

Worst overall car buying experience. How shameful. Can't even vacuum or clean out a car for someone spending 35K dollars. And yes, I know, "Carvana is disappointed to hear about your experience, we do our best to ensure quality and satisfaction, we located your account, give our specialists a call at blah blah blah"....so when are you sending someone out to clean and buff our car??

I have already added glowing online reviews for both of these companies. Thank you so much, it is a huge relief of burden during these trying times. On the other hand, why does Bridecrest take the opportunity to bury me even further? Their answer isn't to help me with deferments, it's to request that I send them my unemployment checks or put a payment in my credit cards. Are you serious? Excuse me but I am going to use unemployment and credit cards for cost of living, to survive and hopefully not be evicted. I have no idea when I will be allowed to work again.

A scary proposition to not know if and when you will regain your income. Just so we are clear, I wish to fulfill my contractual obligation. I signed the papers with every intent on paying completely and on time. I am not asking for loan forgiveness, just a couple deferments. Because of a National state of emergency, not because I am irresponsible. Fine, continue to charge me interest but why not help with a deferment? Are we not all in this together? I have worked years to build my credit and now with one fell swoop, all will be ruined. Not at any fault of my own or because I defaulted but because local and federal governments have paused the economy and won't allow me to work.

Well apparently the economy is paused for most of us but not for all of us. Because Bridecrest, apparently is all systems go. No conscious company who only cares about the bottom line, not their customers. They will continue to repossess cars and ruin thousands of Americans credit because of their greed during a pandemic. All with no recourse. Even though there are programs out there designed to help them help me, still no help. There is nothing anyone can do to stop the predatory behavior but please heed my warning. If and when we return to normalcy and you find yourself in position do buy a vehicle, please avoid this company at all costs. They will put the screws to you, even when the world is coming to an end.

When I read the interest rate, I almost went through the roof because it TOO was through the roof! 15.15% interest for a used car!?? I grimaced and then attributed it to my recently closed bankruptcy and my low credit rating. I'm also retired and on a small pension and SSI. Since the payments were within my budget and I needed no money down, I signed the paperwork anyway.

I took delivery of the vehicle and all was as it was described on the website. On day 5 of the "test drive" period, I went online to see about other financing. Within thirty minutes, I was approved for a loan from a well known bank at a much more reasonable 3.13%. They immediately made out a check for the payoff amount and sent it to Carvana's financier. The paperwork had not yet been sent out for the title and registration. I contacted the Carvana financier and informed them a check was on the way and they readily acknowledged this. I called Carvana to see about changing the paperwork for the title and registration. They said they had to talk to the registration department and see if that was possible and that they'd get back to me.

Ten days later and 3 more phone calls finally got the reply I was dreading. They said they could not change the paperwork nor had the registration/title paperwork even been done yet. So not only did I pay the fees for the registration/title paperwork through Carvana, but I will now pay it again through the new lien holder!

Note the date of this review. COVID19 and the "safer at home" order is in full swing and while I realize that all paperwork will be and is delayed, there is simply no excuse for the paperwork to be delayed this long. Add in the fact that the paperwork from the title and registration could have been changed with an addendum and my signature, Carvana did not take this route. To say I'm a little upset would be putting it mildly at this time!! Moral of the story: Get pre-approved for a used/new car loan and do not use Carvana's financing. It's a total ripoff and while they will act and speak all nicey-nice to you throughout the process, once you take delivery, you're SOL for any further help from them.

I ended up calling today, waited several times for a call back or answer and hung up out of frustration. I will be returning my car and never dealing with this company again. It is ONE BIG HEADACHE. Worse than a dealership. They make it so difficult to reach a human being on the phone and ignore you once you signed your papers over.

I have already paid the prorate on my 6 month insurance policy, as directed to do for the drop off, so keeping the vehicle is in my best interest also. They will have to pay for the pick up and delivery of another vehicle or to get our trade in back to us. This is another problem with their business model, along with others list on the BBB, it's more expensive to keep transporting vehicles back and forth than the cost of an advantages solution for both parties. I as well as most people would be fired form my job for not taking the cheaper option for my company and keeping the client happy.

So I echo what a lot of these reviewers have said. Buyer beware. If you want to be lied to and play bait and switch games stick to the old buy here pay here lots. At least you can see the vehicle before you buy it or pay to switch insurance on it. Expected more from this company, you have lost yet another retuning customer over a minor fix. Keep up the good work Carvana.

In the space tire compartment I found an old Enterprise rental agreement and a used tampon, Uhh... when I looked inside of the vehicle it was disgusting, food all over the back seats, straw wrappers under the seats. Needless to say I called to inform them of the problem. The first person I spoke with calmed me down and reassured me they would cover the cost to have it detailed and she would call me back to iron out the details. Didn't hear anything so I called back. The second person informed me they would not cover the cost of a full detail and disinfecting, But credit me $100. With everything going on I can not believe they would not clean a car before delivering.

The delivery driver wouldn’t admit that that was what it was but it was obvious. Needless to say, my son rejected the car. It’s really unfortunate that Carvana’s ethics suck because the buying process was really easy...the only reason I gave them 2 stars. I will never buy a car from them though and my son has decided not to as well. What a waste.

We had been advised that they would send a link to upload for us to be reimbursed... Never got the link.. Received an email on 2/19 that the registration was completed and we would receive our tags in 5-7 business days.. Called in again to inquire about the tags and was told the email we were sent was incorrect and it would take 10-15 business days because it's coming via regular mail. Temporary tag expired on the 19th of March.. Now it's 17 business days later, and we call again only to be told that we would have to go purchase replacement tags if the tags don't get here on time.... They can't order replacement tags and unfortunately Texas sends their tags out regular mail.... All I can say is this is the worst experience we have ever had with any company in general... Unorganized, unprofessional and poorly trained.. Would never purchase, refer or support anything pertaining to this company.

then I get a phone call and text message at 6:05am on the day of delivery (set at noon) that they are not coming. Rather, they will come two days later. I had already taken off work and had planned to leave town the next day for a wedding anniversary. I will have to rent a car now. Then they said "read page 26 of your PDF contract, we are not responsible for late deliveries...." Lovely. AVOID!

When I arrived home I happened to do another visual examination. At this point I noticed the damage on the front bumper lip. When I looked closely, the damaged was more extensive than a “level 1 cosmetic defect”. I took the vehicle to a repair shop and it will cost me approx $800 to fix it. I reported it to carvana and they offered me $100 as an assessment for this “cosmetic defect”. I was told by Carvana that the field rep was very careful during delivery but he does not have any proof since he did not take any pics which I found out later he should have done.

Again, I should have triple-checked everything before I even closed the sale. Even the description available online. Because I missed the part as well that reflects it has ONLY 1 SET OF KEYS. A new set of Keys costs me $239 (steep even with a military discount). Communication with Carvana ended with them sending me a $100 check and telling me there is nothing they can do. It is true that I can still return the van...but they failed to see that it is less expensive for them to just double the check they are sending me. There is no way they could offer the same van at the price I paid for it. Oh well... Will I recommend Carvana...possibly no after this experience. CAVEAT EMPTOR!!!

3) Status - Registration Plates and Title STILL NOT RECEIVED.

Bottom Line: You cannot trust ANYTHING that the blokes on the Customer Service Line tell you. You should RUN from this company. Now the story. The company sends the car with temp plates. They have a turn around time of 30 days to get the registration processed. I knew that if bought from a dealer it takes less than a week to get the registration done. But yeah, since the temp plates are valid for a month, I was willing to live with it.

My 1st temp plate was valid till 02/02/2020. When I did not get the plates by 01/15/2020, I gave the "Customer Service" a call. Was told everything was in "order" and I should call them back if I did not have the plates by 02/01/2020. Lo n behold my registration plates did not come by 01/02/2020. So I called them again. This time they told me that they did not have a "Power of Attorney" to process the registration and were going to send me the same and a second temporary registration plate by overnight FedEx. The next day the Fedex did come but it only had a temporary registration plate and no "Power of Attorney" for me to sign and send back.

So I called them again on 02/03/2020. Now they told me that it's not the "Power of Attorney" that was a problem but my insurance proof (which I had provided when they delivered the vehicle) and a "Bank Lien Document". These I uploaded to their website the very same day. I called again on 02/04/2020 to confirm that the documents were in order. I was told that they were and that they were sending them over to the DMV for processing. And I should expect the registration plate and title within 10 working days. I called them again on 02/06/2020 to enquire about the status. They said that the documents had been sent over. I asked twice whether the documents were at DMV or with Carvana and they told me twice that the documents had been sent over to DMV and I would get the plates and title within 10 days

The plates did not arrive and so I called them again on 02/18/2020. This time I was told that the documents were with the vendor. This was the 1st time that a "vendor" was mentioned. So I asked what vendor. They said that there is a 3rd party vendor that deals with the registration locally at the local DMV. I asked to speak with the vendor and they said that the vendor is not "client facing" and I could not talk to them. I had lost it by this time and asked to speak to a line manager. I was told he (a certain Henry C) was not available and that they would ask him to call back by EOD. Then I asked them to call the vendor and confirm that they had the documents and were processing them. The bloke on the phone made me hold the line for a few minutes and then returned and confirmed that he had spoken to the vendor and that the vendor was processing them. I did not receive a call back from Henry by EOD.

I called them again on 02/19/2020 asking about the status. The agent on the other end now said that Carvana was "going to" send the documents to the vendor. He was really very apologetic. I asked to speak to a line manager again and they guy said he would get him to call me back. This time I did receive a call back from the fabled Mr Henry C a couple of hours later. He said that Carvana had dropped the ball and he was going to get an internal audit done to find out where and how. I asked him to expedite the matter and he said that he would. He said that I would receive an email status update regarding each step in the process. I received no such email. I asked him to pick up the phone and call the vendor and he said he would.

I called them again this morning 02/20/2020. I was told that the notes on my case said that the documents were sent over yesterday and a "expedited processing request" was sent in just 3 hrs back. I asked the agent to call up the vendor a confirm the status. This agent said that he did not have the number to call the vendor. I asked him whether his colleagues the previous days had been lying to me when they told me they were calling the vendor and put me on hold and he said "I wasn't part of those conversations". I asked to speak with Henry since I wanted to know why the "expedited processing request" was sent on 02/20/2020. Henry was "unavailable". Stay posted for updates....

Shaswat

I called the customer service number to try to figure out why I am now being offered less for my car than what was originally accepted and they said it was because the mileage changed. I couldn't believe that 6 additional miles would lower the offer by $116.00. They said it made a difference and they were no longer willing to honor the unexpired original offer. I explained that I would have to drive the car to deliver it to them since they were out of my area, so how can I be sure of what I am going to get for my car. The rep told me that the offer was made for the original mileage and any miles will alter the offer. I feel this is deceptive and dishonest! You don't know how much you will truly get from selling your vehicle until you show up.

I took the car to my local and trusted mechanic for a once over, they discovered the car was at the low level mark on the dip stick (although the oil was new or fresh) the battery was not secured in the tray (completely unsafe) and the fog light had a major crack in it which was not reported on the damage in the listing. They also discovered the blend door for the heater was inoperative, this is being addressed through silver rock with no Co-pay (thank goodness but still a hassle). This so far has been a complete let down, did they even do the 150 point inspection......I doubt it. Make this right!

At the DMV they researched the VIN and told me in no uncertain terms that Carvana hadn't filed what they needed to do and that they needed to sort out the problem. They refused the plates. Being caught between an online dealer -- quickly becoming the same as an IRL dealer - and everyone's favorite government agency is the most horrible experience and I frankly feel like Carvana just wanted to shift the effort to me. So, I'm back with Carvana trying to get help. I've gone from being an advocate for them to warning everyone that they're not ready for prime time.

Also, I could take possession with a 7-day trial, but when I asked him whether there were any fees, he (the Carvana man, who called me) said I’d have to call headquarters as he didn’t know (note- I knew, because there was a glitch in the system which required that I sign the contracts at least 4 times, so I read them 4 separate times). He canceled the order and I placed another order for another, much more expensive car (with more miles too). Delivery was scheduled for today. Stupidly, I took yet another day off of work... and- it happened again. A very snarky girl called me the morning of delivery. Again. And said, this time, that despite me placing the order nearly 2 weeks ago, the car wasn’t ready. I explained that I had now taken 2 days out of work for these 2 delays. She told me that it was 1 delay. She was wrong.

I asked for compensation for my 2 days of lost work (why couldn’t they call me the day before either time??) and she snarkily said that of course she would offer compensation but would have to put me on hold first to reschedule my delivery for days from now. She came back on, and told me she would offer me $25 per day for the delay, for a total of $75. It’s the second delay, and that’s 11 days, not 3. That’s $275, not $75. And 2 days of lost work is way more than that. Messed up in 2016, but fixed it. Damaged car in 2020 and then delayed delivery a week later? No. After the first issue, one of my friends asked whether this was really better than dealing with a dealership. I can say for sure now, after 2 missed deliveries, that I have learned my lesson. Stay away from Carvana.

Original Review: Feb. 13, 2020

There is nothing convenience about Carvana. Nothing. My legal name is Stephen yet use Steve interchangeably. Not the first, right... My title is name of Steve (not the first time), and my DL is Stephen. Any time this has occurred with real companies, I simply show proof it’s me or sign a simple affidavit. Pretty basic. Not Carvana. There only suggestion was to go and update my title or love this one, go update my DL. Yes, they actually said this. Ridiculous.

To begin with, the car was delivered 2 days after their delivery date, even after paying $400 for delivery. There was so much dirt inside and out, I couldn’t even see out from the windscreen. They gave me $100 for interior cleaning but, it doesn’t cover any standard interior detailing cost. The 7-day return date was also wrong in their system. It started on the day I was supposed to get the car, which I clearly didn’t. They changed that after I had to ask them twice. There were so many issues with the car, which wasn’t mentioned on their website. I pointed it out on the first day itself.

I was given two choices – either to return the car but lose on my delivery charge or they assured, they’ll take care of the issues. I opted for the later one and thought it’d be good to get it fixed and not lose on my $400 as well. As I desperately needed a car. They started with discarding a lot of the things I pointed out, saying it’s normal wear and tear. They agreed to fix the rest. I had to do rounds of two workshops – a body shop and an authorized dealership to get the quote on the damages. Run it through them. Constantly talk to their so called “Customer Advocate” and their warranty provider SilverRock.

After lots of to and fro, and getting few things changed on the quote (for which, I had to do rounds of the repair shops and constant calls with them), they agreed to pay for it. The car was at the body shop for nearly a month because of the holiday season and waiting on parts. After a month of not having my newly purchased car, the body shop fixed the damages and handed the car back. I was allowed to have a rental for that period, but they only cover $40 a day. There was a time when my expenses went over $40 including the Uber rides, and they declined to reimburse the additional expenses. Have I had my car, I definitely wouldn’t have to go through this pain and loss of money.

Now the other issue that happened was of the car registration. I was constantly in touch with Carvana customer support saying that I haven’t received my registration papers but, I was always told to relax and that, I’ll receive it in time. One employee even went ahead to tell me that I’ll directly receive the license plates without signing any documents. And as expected, they failed to send me the documents. It was when my temporary number expired and I told them again, is when they realized and sent me the documents. Now after receiving the documents, I was given a strict turnaround time because they had to pay for a rental for me since I couldn’t drive my car with an expired number.

Since it was a holiday time, I had prior plans. After a lot of calls with them, they agreed to extend the deadline a little but with a disclaimer, if I failed to turn in the documents before that, I’ll have to pay for the rental out of my pocket. All this suffering for their lack of responsibility to send me the documents in time. Well, out of the fear of bearing expenses again from my pocket, I had to follow their deadline.

After all this hustle, I took the car to the Chevrolet authorized dealership to get the mechanical issues fixed. And the car was in such a mess that the authorized dealership is still trying to fix it. Even they are not able to fix the car and don’t understand what the issue is. Now again it has been about two weeks and the car is still at the workshop. They have fixed part of the issues but, still figuring out some issues.

Out of the three months of ownership of this car, I don’t remember even a single month where I had the car with me. I feel like I’m just donating the money I pay in installments in the last 3 months. I also don’t understand what kind of 150-point inspection do they perform because the car is clearly out of shape. And let me tell you, there wasn’t any other problem that I found later. All these issues that are still getting fixed, are the ones I noticed on day 1.

I’d strongly suggest not to opt for Carvana. The number one reason being, there isn’t a physical entity, or a single person you can go to and hold responsible. Their staff is clearly not at par. You also have to explain yourself every time you talk to them because, it’s a new person as always. I might have invested close to 40 hours in just dealing with their Customer support on call, chat and e-mails. Then it was the warranty provider SilverRock on call and e-mails. Then it was the body shop on calls, e-mails and in-person. And then it was the authorized dealership on calls, e-mails and in-person. And yes, also the rental car agency visits, the waiting for pick-ups and drops. The cancelation of your plans. Because as per Carvana’s behavior, it feels as if they think I don’t have a personal or professional life and I have all this free time to invest dealing with them.

I’ve become a fool in front of my friends who constantly tease me for buying a piece of crap. Even the workshop guys have seen me so often in the shop that they pity me now. I could go on and on about this and there are certainly more things to say but, I’ve already written a lot and so I’d like to stop. It was my worst decision to get a car through Carvana. I highly regret it now.

I don’t understand how something basic like an oil change isn’t even done and the scary thing is they documented the oil as being changed! This is shady and unacceptable in my opinion. If you do go with Carvana, immediately take it to get an inspection done. I ended up having to go to the dealership since the battery was causing codes to malfunction and my original mechanic wasn’t sure if they were actual issues or just due to the battery. Be very careful as Carvana wasn’t nearly as helpful as I would have hoped they would be! I wasted an entire day that I ended up having to take off of work because I was trying to get these issues resolved before the 7 day window lapses in case the issues were serious. Please be careful!!

CARVANA did not want to cover the expense, and neither did SilverRock stating that those are wear and tear. (I had just purchased this vehicle days ago!) The reality is that CARVANA doesn't even bother to inspect their vehicles. So, I bought this car; I had to pay $1,580.00 for brakes and still pay the first car payment. It was the worst experience I have ever had, and I will never buy from CARVANA again, nor will I recommend it. I, instead a thousand times, spend hours at the dealer knowing that I will get a vehicle that has at least been inspected. So, customer to customer DO NOT buy a vehicle from this company!

It’s like they have nothing better to do than to play words games and make fun of (in my case) living in an area that gets pretty cold, with a child, and walking. But since they have a 4.7 star rating they don’t care about the daily lives of people. Any sort of disruption to the non customer facing way they do things is an inconvenience to them. It sickened me to purchase a car from this company. This second experience alone makes me wish this company was not operating. They were THAT cold and deliberate in their mission of not giving a flying duck. This company is absolute trash. No one wants to sit at a dealership all day or pay for the marked up prices but I ONE MILLION PERCENT WOULD GO THAT ROUTE THAN TO DEAL WITH THIS COMPANY THAT DELIBERATELY CUTS CORNERS AND DOES NOT CARE. Do. Not. Buy. Here.

My own experience with Carvana was also problematic in so much as they delayed delivery of my vehicle on two different dates and both times required me missing work in addition to rescheduling a trip which caused me to incur re-booking fees. I attempted to convey to two separate "Customer Advocates" of how this inconvenienced me and caused me out-of-pocket losses forcing me to re-schedule my trip but all they could do was apologize stating that's just how it is with little to no understanding of my burdens. If they can't honor the delivery date they display when you purchase a vehicle and take the credit hit they should not display it all or at least label it as an estimate.

After receiving my 3rd delayed delivery date I was looking at a little over 3 weeks from when I signed the papers. Heck, I could get a car shipped from overseas in that timeframe. I ultimately canceled my order after receiving the 3rd delayed delivery date and chose to purchase from my local Carmax. If the individuals in this thread left their reviews on social media platforms more people will be better informed of their questionable business practices.

Also from reading the reviews, I have carvana has not slacked in their customer service and integrity just because they are getting making names as the years go by and their customers have increased and for that reason they have watered down their customer service and integrity. And if they do, it will catch with them, when people beginning to have bad experience, they will stop honoring them. Also there other companies that has started vending and selling online car buying/selling. So just as anyone tried carvana, the other companies can be tried also. I do plan to purchase again from carvana, I pray I have the same good experience like last time. People keep up the reviews.

The technician at the NTB actually took me under the vehicle to show me that the car had clearly been flooded/underwater. There was rust and tarnish on the engine parts. He also showed me the brake rotors which did not look good at all. To add to all of this, the technician asked, "did you check the oil?" I said, "No, I actually didn't." And when he showed me I was appalled. The oil on the dipstick looked like milk, which is probably from water damage. I called Carvana and told them to come pick up the car. I am blessed that all this came to light within the 7-day guarantee and I can put all this behind me. Please be careful purchasing from Carvana and get your own inspection in the 7 day period.

Everything was smooth and perfect until I got the car delivered. Unfortunately there were some undisclosed cosmetic issues with the vehicle which I was not expecting. Although I was a bit annoyed, a quick call to Carvana eased all doubts. They were professional in handling the issues, and took care of all of them in a manner which I believe was representative of good customer service. The claims with Carvana’s insurance provider were quickly approved and I am getting the issues fixed. I am very satisfied with how that was handled. Long story short, I am happy with the whole purchase overall, and even though there were some minor issues I believe Carvana dealt with them properly. I ended up keeping the car and I recommend Carvana to anyone on the lookout for a car.

I talk to the customer service manager. He said I should sell the car. Never do business with a company that does not stand by their warranty and does not make exceptions because of holidays and time in the shop that the customer can't control. Email. And for the phone manager that I talked to today that told me I should sell the car, that I just bought from Carvana should be fired or reprimanded for suggesting such an outlandish statement. He is the ideal of very poor customer management service. The car has been sitting at a mechanic shop longer than I have had in my possession. He should be ashamed of himself.

When I called in they stated that the amount changed due to a change in mileage, but I submitted the second appraisal with the exact same mileage as the first (105,115). After talking with them over the phone they stated that they would not honor the original offer that we had both agreed on; and after pleading my case they stated that they would up the offer to 4,000 (1,683 less than the original offer). This was an intentional attempt to draw me in, then give me a much different offer. If I would have agreed to sell them my car at the amount they now want to offer, I would have been cheated out of over 1,600 dollars.

My brother-in-law had similar experience of missing blind spot though they advertised, and my first car came with broken keyfob. I had to spend a lot of time and effort to get it fixed. Employees at Carvana has no idea what they are doing, they are all highly disconnected for sure. They just beef up the advertising just to attract people from buying, it is an intentional and deliberate effort and later ask you to return the car within 7 days. Carvana is scam and illegit, please stay away from them. Never ever again!!!

Then, withheld my temporary plates for 14 days, (which would not allow any test drive of the car whatsoever) because they "Lost my paperwork". After re-submitting the paperwork at least 3 times, they finally released my temporary plates so I could test drive, only to then refuse any repairs to the car. I was able to drive the car for two weeks, until those temporary plates ran out---Only to be told I would need to just wait on the actual plates to arrive. WELL----It has been 4 months! 4 months of constant phone calls, chats, and constant request to expedite this.

Carvana graciously offered to reserve me a rental car at a location over 4 hours away! (After requesting them to relocate reservation, I was denied.) After arriving to the rental car location, they didnt have my reservation information from carvana properly, and would not supply a car. So I drove home---another 4 hours with no car. They then offered $250---as I have been out a car I paid for for over 4 months. Thanks carvana.

I chatted in with a rep and kept pushing the issue that they needed to get this resolved ASAP as I needed the vehicle for the 3rd. After a lot of back and forth with the chat agent I was told there was absolutely no way I could have the vehicle that day and the EARLIEST I could have it was 10am on the 3rd. I got a phone call around 5:30pm from the Gaithersburg store saying my car was ready?! I live about 45 minutes from Gaithersburg and it was a Friday evening but I hopped in the car to get there before they closed at 7pm. The guy I dealt with at the store was friendly enough and the car was fine so I thought we were good to go. I inquired about transferring my registration from the vehicle I traded in and they said it would not be an issue. I had read reviews previously saying that the registration process was sometimes problematic but I tried to remain positive.

I was told that registration could take between 30 and 45 days depending on the STATE. The Carvana Owners Dashboard on their website had a countdown (I believe the countdown started at 30, could've been 45) of when you should expect your registration. Well the time expired on the countdown and I contacted them asking what the deal was. The chat reps insisted that it's possible that MD is slower than other states when it comes to registration and that I shouldn't worry. According to the rep all of my documentation was fine and they didn't need anything from me. I asked if it was possible for me to just go to the MVA and take care of it myself so I could be done with the waiting to which they responded that I could not because I financed through them so they had to do the registration.

On September 19th (48 days after purchase) I received an email from the registration department at Carvana asking me to provide proof of insurance because the initial proof of insurance had lapsed (my auto insurance renewed on September 16th). I was pretty peeved considering they specifically told me I would have my registration WITHIN a 30-45 day window YET this was just proof that they DID NOT EVEN SUBMIT THE PAPERWORK until I had the car for 48 days.... (To make matters worse, I had to continue to carry insurance on the X-Terra I traded in until I got the updated registration...) So their constant responses I got blaming the state of Maryland were all lies. I submitted the proof of insurance and like magic, I got the registration 2 days later.

I thought I was finally in the clear but started receiving emails from the MVA saying they got a notice from my insurance company that I dropped insurance on my Xterra (the vehicle I traded in) and that my registration and license could be suspended for driving without insurance... I submitted the Bill of Sale to the MVA and followed up with a call. The MVA indicated that they did not have the CX-5 on record and that the XTerra was still showing registered to me but they said it can take 4-6 weeks for their information to update so I didn't worry too much about it.

This week (November 11) I received a letter from my insurance company stating that I no longer held insurance on my Xterra and that the MVA can suspend my registration and/or license because of it. I contacted the MVA on November 14 to inquire whether or not my CX-5 is showing registered to me... Spoiler alert, it isn't. They are still showing I have the XTerra.

When I explained my situation I was told that the MVA could've returned my registration paperwork to Carvana due to missing information but they wouldn't have that documented so they suggested I contact Carvana. SO I contact Carvana and they tell me there is nothing on their end and the MVA probably screwed up and told me to call the MVA....again. So I did and man am I glad I did. I spoke with a titling specialist who indicated that she could see Carvana began the paperwork but never completed the sale. She said it could've been due to them not submitting the right funds with the paperwork or something else. The woman I spoke with escalated the issue to another person in titling to see if they had more insight on why the title was never completed.

I received a phone call from the MVA clerk, Lorrel (God bless this woman and her investigation skills) who informed me that Carvana never completed the transaction. The sale never happened. I got back in touch with Carvana and explained to them what the MVA was seeing. I provided the name of the MVA clerk and her phone number if they needed further guidance. Lo and behold the Carvana people voided, yes VOIDED the transaction. So a very long story short I have a car I've been driving around for months that apparently does not belong to me and has plates on it that used to belong to my xterra, basically a stolen vehicle.

I was told that they were resolving the issue and resubmitting the documentation immediately and that they would overnight my registration. That was yesterday. Today Hillary from Gaithersburg called me to give me some more bad news. Her bad news is that the MVA is saying the registration was not submitted within the allowed 90 days of purchase, thus another inspection would need to be done. Hillary assured me she would call the MVA branch manager to plead her case but that's where we are right now.

I am at my wits end with this company. I explained to Hillary that I'm basically driving a stolen vehicle and if I were to get pulled over this could be a HUGE issue to which she replied "yea that is a problem." I explained to her that this has been a nightmare since day 1 and I wished I never bought a vehicle from them to which she replied "well this happened because of one small mistake." ONE SMALL MISTAKE!? This company doesn't take responsibility for ANYTHING they do. I am honestly besides myself.

When we contacted Carvana they said they were sorry for the mistaken annotation on the vehicle but they would not compensate us. I feel this is false advertising. We paid a $ amount based on the product that was advertised and now we do not have that product. We would not have paid that much for this truck if we had known it was a short bed truck. Carvana needs to step up and do the right thing. They need to reimburse us the difference between a short bed and long bed truck value. This is bad business practices.

The result of all this is the payment went to the wrong place, I had to stop payment on the address located on all my contract paper. Wait another couple of days and then resend the payment (which I haven't done yet and will take a few more days). All of this and pay $30 for the reversal/stop payment. Not acceptable, quite distressing, and obviously not a professional way to do business. Please Jesus let the powers that be read this complaint, and if you are serious about selling cars online you better make this change. NOW.

This has become anxiety producing and overall doesn't bode well for the peacefulness of car buying over the internet. Thanks for thinking of your consumer first. Avoid this problem, make sure your contractor has time to send out snail-mail, or make sure you include this information in the registration packet. Wouldn't that just make a LOT of sense? Hire me. I'll improve your business... because right now no one answers your phones, the chat thing online is difficult and workers have too many conversations and are relying on scripts and formula pat sentences they can cut and paste. You need more telephone people and more coordination between the 3rd party vehicle delivery people, and your contract finance company.