Carvana Reviews

Silver Rock was incredibly unhelpful. I had to wait a month to get in at a dealership to get my key fobs fixed. During their inspection they found another two pieces missing and found that all the fluids needed flushing and changing. Silver Rock is refusing to cover any of these things, and made me pay for the key fobs up front and claims they will refund me. This is my first time using Carvana and it will be my last. Absolutely abysmal customer service and business practices.

Already kinda of steaming at this point, I told Eric (the name of the person I worked with), and he said he was working from home, but saw the issue I was having on the website, and agreed they had made a mistake. He said he was contacting his team manager, and he said he would call me back once they figured something out. I never got a call back, and when I got on phone with Carvana (definitely called from my wife’s phone) I spoke to a girl who said there were no notes about the car situation in their system, so at this point I nicely told the woman I spoke to that I was done with Carvana. I ended up going to a local dealership, explained the situation and honestly I think I got just as good of a deal. Now I don’t want to hate on the company, and I didn’t want to rate them one star, because honestly the process was very simple.

If you were to get a car from them, here is some advice, don’t take what they have listed and just assume that their “150 point inspection” got everything. I promise you they don’t. Make sure you really look at the pictures. Also, in your 7 days you have to return the car, make sure you have it checked out. I really do understand humans make mistakes, but the fact that a company boasts a 150 point inspection, and then not get the trim package right definitely makes me have some doubts on it. My wife’s Subaru Outback just got paid of, and I was thinking in a few years getting her car from carvana because it had been so simple, but honestly I will probably just go to my dealership that I just went to instead. I ultimately was disappointed because I really did love the business model, it just did not work for me.

Don’t let this scare you off, I know of people who have gotten cars from them, and it was fine, but I will say if you run into any issues with the car, you might as well just go and look somewhere else. Also, while it’s on my mind, make sure you shop around for an auto loan. I decided to see what carvana would offer me, and they offered me a 13% Apr, and my credit union offered me 5%. That really blew my mind on why there was such a difference. If they offer you something like 3% or so, you’re probably alright, but that really blew my mind. But yeah, moral of story maybe they work for you, but in my case, they had awful incompetent costumer service, so I hope if you choose to use them, you take the car to a mechanic, look around for finance options unless you like what they offer, and hope and pray you don’t have to call them about an issue, and if you do, call from another number.

We all know that there is a pandemic so this is no longer an excuse. Consumers are buying cars from other organizations and receiving their registrations. This company is obviously growing too quickly and can't keep up with the logistics to run their business well. I see lots of ads and billboards for carvana and keep thinking that if people only knew what this process has been like. I have filed a complaint with the BBB and am providing supporting data to CBS for a story.

At no point was I given this information and it's not on the site. Carvana's representative said for me to return the car back to Carvana as I am in the 7 day return time frame. I want the car, I also want them to buy the car as indicated on the offer to buy. I have been unable to talk with anyone other than the phone representative, who only repeat the company line of, "We don't work with Ally leased payoffs." Every representative have been very professional and polite, their customer service is quite good, no question about it.

I would like them to post on their site two things. One that they cannot take a trade-in on a leased vehicle and two that they do not buy leases out from Ally, there are other companies they won't payoff but I am not aware of who else is included in this group of untouchables. I cannot say don't buy a car from Carvana. That process was just great, it's all the other problems- that has me leaving a one star review. It is my hope that Carvana will read this and make the improvements to their website so that this does not happen to another Carvana buyer. Most Sincerely Jeff ** - Rocky River OH

I cannot even be told what step in the process the registration is (still on Carvana's "desk, filed with state, plates in the mail etc.) With no timeline in sight and no use for this vehicle I have been forced to trade in a brand new vehicle and purchase from a dealer so I can get a truck that I can actually find useful. They throw around COVID like it is the be all end all for delays. If you need anything on a timeline, or live in town that requires registration to access services (beach, dump, off street parking, etc.) BE VERY WARY before entering into any agreement with Carvana because all you will have is a giant headache and useless ride.

Found out that car had been damaged in transit (broken rear light, rear bumper damage, front bumper damage) and that it would be "weeks" before it was repaired. Continued to speak with "Executive Resolution" at Carvana. They started at $150 in "compensation for my trouble", by the end of the nightmare, they offered $500. Car was delayed another 2X. Was told that tax season "rush" was upon us and Carvana had a lot of customers to fulfill orders (just not customers who were waiting). Car made it to Richmond CA distribution center after taillight repair and bumper repair. This time, I was told it wasn't passing smog. Jonathan, carvana rep I spoke to in Richmond told me he would NOT go through with sale, recommended I not buy car. Then later said they had "reprogrammed computer" and car passed SMOG.

Another few hours on phone with Executive Resolution and car was to be delivered "next Day". At this point, delivery had been scheduled and re-scheduled 5X--which means that Was filling and re-filling all financial paperwork 5X and re-submitting. Also having to re-submit to my insurance that coverage would end on Mazda I was selling to Carvana and beginning coverage on Toyota I was buying. Car delivered. Jonathan, delivery driver stated that car was not properly cleaned and offered $100 compensation to get it detailed (we are now at $600 compensation from Carvana).

Spent 30 minutes filling out all DMV and sale info with Jonathan, asked him MULTIPLE times if there was ANYTHING I needed to do with DMV--"No, Carvana takes care of everything" was his response. Got call from Carvana later that day stating that they "forgot" to get Toyota weighed and it was my responsibility to find a weigh station, get it weighed and then drive physical paperwork to their location 40 miles away. But hey, they would "reimburse me" for that too. Took time off work, got truck weighed, paid for weigh, drove 80 miles round trip to their location in Richmond where Jonathan and his "manager" photocopied my weigh receipt and said "reimbursement has been entered, you'll get payment next week".

2 weeks went by, no reimbursement (neither the $500 that was going to be "FedEx Overnighted" after 7 days was up, or the $100 detail and $20 weigh slip). Another several calls to "Executive resolution" and checks were all sent following week. 2 MONTHS LATER- get notice from DMV that I owed $400 in late fees for not registering Mazda I sold to Carvana. Begin initiating contact with Carvana (again)--using online web chat, go a rep that took all my info and said they would be right back-never heard from them.

Called Carvana, spent 40 minutes on hold, then another hour with customer service rep who kept, "escalating to her management team". Finally asked to speak to her supervisor. After another 20 minutes, Joshua ** came on and offered to "be my partner in working "together" to solve issues. What that meant was he would be there if I needed to call after I took more personal time and went to DMV. Joshua did confirm the following:

Carvana DID NOT transfer info regarding sale of my Mazda to DMV.

Thankfully Joshua promised to hang up on me several times when I pointedly asked what Carvana was going to do with regards to solving the problem and contacting DMV themselves. He was fully dismissive of the issues and my frustration and the fact I questioned how we were "working as a team" when in fact, I would AGAIN be taking hours of personal time to do the job Carvana was suppose to do , but was now my responsibility. It should also be noted, that after the 7 day return policy was up, I finally got around to trying to diagnose the odor in car, and found that the cabin air filter was filled with fur, feathers and nest materials and the filter itself was worn through. To note:

If you do have issues-be prepared for HOURS of your personal time working with their "Executive Resolution" and prepare to repeat your ENTIRE story EVERY TIME.

I am beyond frustrated, angry, embarrassed and upset that I thought the service would live up to its commercials/sales pitch. IT DOES NOT. Never thought I would regret NOT going to a car dealership.

Finally called a different number and reached a very nice and helpful Vivian ** but she was in the sales dept, not buying. She connected me to a buying dept rep after a hold time of about 20 min (she stayed with me the whole time 10 stars for her). His name was Aubrey and he was repetitive, misleading, condescending, as well as totally full of crap with regards to the process with Carvana, and the process with others. He ultimately instructed me to extend my lease and be within a 60 day time frame from maturity, per their policy (something I could have been told about 10 days earlier, since I immediately uploaded my lease docs as requested).

It is impossible to stress enough how atrocious and nauseating of an experience it was from the start, to the time I abandoned it, writing this on 4/24. In 12 days, including repeated hours of effort on my part every single day enjoyed about 18 full minutes, tops, of human communication, and most of that was Aubrey repeating himself ad nauseum about how great Carvana is compared to any other method of selling a car. I went to Carmax, after hanging up with my leasing company (who completely shared my frustration with them and said they are incredibly difficult on a regular basis, as well as not accurate about the maturity date options) walked in, and walked out with a check within 58 minutes, something that Aubrey told me would take literally "months and months".

My husband and I are both from the car dealership world, I work with a new car manufacturer now, in a dealership. We were absolutely stunned listening to him drone on and on about the negative dealer experience, which I know can exist but it is actually no longer 1973 and there is quite a modern process, and dealers do actually know that there is this new thing called the "internet" and people can get information across the board and complete a transaction in about 1-2 hours that is 100% fair and fully disclosed.

I would rather walk in and talk to a person and be done than sit at my computer and reach NO ONE for almost 2 straight weeks of BEGGING for help over and over again. Brick and mortar it still where it is at. I will tell every customer that says "carvana" to me about what I went through, show them the useless text thread where I plead for help, and let them decide which is better, because they could have offered A LOT more than Carmax and I still would never try it again.

They do not cover tires so I'm stuck replacing tires right away as they are unsafe and cause vibration. Had 2 tire places inspect. 1st replaced the brakes on the front. None do key fobs. I had to go to the dealer myself to get the wheel locks removed. No replacements. All I got was automated responses to my concerns. Nothing accomplished. That was an issue from day one. Definitely not satisfied and with no intent from them to repair after you pick up the car. I will not be suggesting to others.

After a week, I called them as there was no communication on their end about updates to when the car would be ready. The woman I spoke with stated that this has been an issue for several people she spoke with and would relay it to supervisors. I was offered few details other than the assurance that the car was in process and would be ready for the next steps soon. I was told that it was in detailing and that was one of the last steps.

Another week passed and there was still no movement on the car. I called again and was told that not only did they not have any update, but that I would have to resubmit my car for another appraisal, as the seven days had passed since their first offer. On my side of the website, it said that the offer was good until April 22. When I spoke with them the week earlier, they confirmed that they saw it on their side as well and that I shouldn’t worry. Of course, they now offered me $800 less for the car. I would have traded it in immediately, but they would not let me proceed with the contract for the car I wanted.

In the end they did honor their original offer, but it came at the expense of two hours on the phone and having to pick a different vehicle, as they for the first time told me that the reservation process is more for people who didn’t mind waiting up to a month or longer for a car. Although not thrilled with the car I chose, it was close enough. I scheduled a delivery date for April 13.

On April 12, 24 hours before my scheduled delivery, I get a text from Carvana stating that my car is delayed and that I need to reschedule. The earliest they have is April 18. When I call for an explanation, they said the truck it was on broke down. They had originally told me that it was coming from Phoenix. They offered no explanation of where it was. I asked what they would do for me as this is another screw up on their side. I suggested that at this point taking $500 off the price of the car was fair, as this was what their mistake cost me between lost revenue and needing to scramble to find another car. Their counteroffer was $175. I said that I would take this, but they needed to understand this would result in a negative experience for me.

After another couple hours on the phone, they suggested they would “meet me halfway” and offered $250. When I told them, this isn’t meeting me halfway, Bryan got very agitated and said I was being unreasonable and changing my request. Halfway as far as my calculations go is $337.50 (500+175/2). Of course, they wouldn’t budge. Bryan did promise that someone would follow up with me, and while he did call to confirm delivery, no one has ever followed up with me about my complaint. At this point I’m not even sure they’ll send the check they promised. Only thing I’m sure about is that underneath this review you’re going to see some moron reply, “Thanks for the review. Here at Carvana we strive blah blah blah blah. Give us a call and we’ll put you on hold for two hours.”

This is a company that looks to save pennies today at the loss of dollars tomorrow. Even their hold music appears cheap, it’s four songs on repeat. Let me tell you as someone who has spent more than five hours on hold for this company, it’s infuriating. Before I even received my car they poisoned my car buying experience. In hindsight, if I did a little more research, I would have seen plenty of negative, one-star reviews. I know they are trying to expand into more markets, as I’ve seen a bunch of billboards up and around Albuquerque and this is absolutely the wrong way to do so. Every time I talk about my car, I’ll tell people I got it from Carvana and then tell them to never buy a car from Carvana.

The windshield was also chipped on route and needs to be fixed too. Everything that needs to be fixed we will need to do. After further research, that I should have done before, most reviews are negative with the same experiences. Also, read the CarFax closely. The webpage shows one owner but the truck has been auctioned twice. Probably because it smells so badly. Deeply regret using Carvana.

Read all the reviews about messed up delivery dates and registration issues and make me worried. Everything else has been perfect threw the whole process from start till now, will update if delivery date and registration gets messed up. I’m so excited and can hardly wait. But carvana has passed all my expectations on car buying. Lol preying my perfect car comes early and or the 29th get here quick

Original Review: I decided to try Carvana to purchase my new Ford Escape. I wish I had seen the reviews on here first. When trying to buy the car they kept cancelling my order because they couldn’t verify the funds in my account. I had tried this verification through their website using Plaid and every time it would show a deposit in my bank account, so I know it was linked but it still couldn’t verify. I called and verified via a 3 way call with my bank after the 3rd time linking failed. The car was delivered and I noticed a crack in the center of the front windshield as well a lot more damage throughout the vehicle than they listed/took pictures of. I got in contact with their warranty provider and they set the window up to be replaced after the 7 day window. I figured it would be replaced and there wouldn’t be an issue. The windshield crack was previously repaired and the Safelite tech came out and said they won’t replace it.

I also noticed that the odometer didn’t match the sales contract, so I had to call and get that taken care of. There was also some deep scratches on the tailgate that weren’t noted and had no pictures of it. They approved that repair and I’m hoping that goes smoothly, since I’m already past the 7 day return period. I wouldn’t recommend going with Carvana. It’s more of a hassle than it’s worth. It’s about a 45 minute wait before you can get on the phone with anybody each time and scheduling with repair shops to fix the things that should have been fixed or noted through pictures or documented. Buy local where you can actually inspect before you buy. The only reason I’m giving it a 2 is because they at least attempt to fix their mistakes.

It's been 6 weeks and I still haven't received my license plates. I can't get my handicap parking plates until I receive my regular plates. The big problem comes after the sale. There is no way to contact Carvana after the sale. They use an automated chat which gives a few, very few questions which they give limited answers to. Of course like all of these automated chats they never give a list of questions that are relevant to any problems that they don't want to deal with. Bottom line: after the sale Carvana is through with you.

The Representatives will lie to you just to get you off the phone. I was told that for the trouble of renting a car and hotel room for nothing, I would get a check mailed out to me after my 7 days that should take 14-days to arrive. Was never put into system so no reimbursement ever came.... If the car was truly inspected fully (150-point check) as they advertise and stated numerous of times during process, I wouldn’t have had to go through any of these problems. They’re quick to use a reimbursement to solve their problems. I wish I would have returned the car after I drove it to Chattanooga and discovered breaks were bad, front windshield had leaks when raining or car wash, and when they had a shade tree mechanic on site inspecting the cars prior to pickup.

Referral Coupon: I had a $500 coupon for my purchase that I wanted to use. I had all of the buyer’s information who was referring me, but for some reason the advocate that I talked to didn’t know how. I called back again and this time I was told that I had to wait until after my seven day trial period was over. I knew that was wrong, so I called again the next day. This time they couldn’t find the information of the gentleman giving me the referral. I had his name, the vehicle that he had purchased and his his phone number but I was told there were too many people with the same name in their system. Later, another advocate told me that since I had used a referral two years earlier that I couldn’t use one this time.

When I picked up my car on Friday none of the advocates that were there that day had any idea what I was talking about. Whatever, but the idea of $500 off had convinced me to go a little beyond my budget and pull the trigger. Lesson learned. Be your own advocate and don’t stop calling until you find someone who knows what they are doing.

Delivery: I was told that Carvana allotted 45 minutes to each customer and spaced us accordingly because of Covid. I stressed to be there on time because I wanted to check my new car over and test drive it before signing. I arrived at 11:30 and just sat around for twenty minutes before being assisted. The big Carvana vending machine experience? I was told to “Watch the TV”. When my car was brought around for me to see it was covered in bug splatter from the trip to Tampa. I could tell that it had been backed onto the carrier because the entire back end of the car and roof was covered in bug splatter.

My first Carvana purchase had been delivered to me in pristine condition and I was expecting the same this time. I mentioned how dirty the car was to the lady that was helping me and she told me “Really? I could send it to the back and have them do it again”. I didn’t have time and didn’t want them using chemicals that might ruin the paint, so I declined. I was trading in the car that I had purchased two years earlier and it was totally cleaned, polished and waxed. When I got home I spent a day and a half doing a second detail job on my new to me car.

End Result: The car checked out fine and after cleaning it up I kept it. This wasn’t what I expected from Carvana after my first experience. I had been one of their loudest flag wavers for nearly two years, but I don’t think I will be back. The delivery delay, the extra insurance, the referral fiasco and then getting a nasty car was a bit too much. The advocates were all friendly, the woman in Tampa who did my delivery paperwork was as good as they come. Some things were just beyond her control.

Walking around the outside of the vehicle, I noticed a sticky substance on the outside edges of all the doors - most likely where rain guards were ripped off. There were also a few other scratches on the outside that were not noted on the website. The driver graciously took note. I opened the door to check out the inside and the car smelled like musty cigarettes. It was so gross, I could hardly stand to sit it in. The driver agreed, and was surprised that Carvana would approve a car in this condition.

After looking over the Jeep more, the touch screen had a sticky mess all over it, so when you selected an option, your finger stuck. It was disgusting! Like a sticker was put over it and removed, but the residue remained. And the only way to navigate the system was to touch it! There were stains on the ceiling, seats, carpeting, and door panels - there was even mud caked into the door speakers! So... I had totalled my previous car (deer) and did not have a car to drive, so I decided to keep the car for my 7 day "trial" just so I had something to drive. As I walked up my stairs to my house, I could see the roof of the Jeep and an entire roof trim panel was missing!! When I drove it, it sounded like a window was cracked, but the whistling noise was coming from the removable roof panels.

I found another vehicle from a local dealer and quickly had them retrieve this POS. Worst experience ever shopping for a car. If they missed all the obvious visual issues, it made me wonder if they even looked at the engine. Oh, and the best part - I reported each issue, and their response (as if I were to keep the car) was for me to take the car to a repair place AN HOUR AWAY from where I live to have it inspected and then fixed. Like I have time for that. They did not offer an apology or offer compensation for using my time to have these issues fixed. It was like they didn't care. They sent me a POS car and nobody seemed concerned that it had so many issues. I can only imagine that it is back on their website for sale. Watch out!

Now, five years later, Carvana still had not corrected the error from their records. So I called Carvana and pointed out their records were wrong, that my actual miles were now 68K, not the 71K they had from 5 years ago, and that my title was clean and correct. The lady I spoke to said they would have a data technician look into it, and correct their record, but in the mean time she would take my car information (mileage, condition, options), etc., and would provide me a quote based on 71K. Then the quote would be updated after the corrections were made. The verbal offer was about $13.3K, and she opined that the offer could increase $400-$800 based on the lower mileage. Great.

A day later, they asked by email to send a better photo of my pink slip, which I did. The day after that, they asked for a picture of the Pink Slip “In Hand”, which I did. The following day, I received a written offer for about $13.34K, a whopping $40 increase. This was now about $60 less than another offer I had received, but I assumed they had not yet corrected their mileage error and the final price would still go up. I tried to call to confirm, but the phone wait was 2 hours, so I decided to go ahead and make an appointment to surrender my car.

The earliest date I could book 9 days away, no matter whether or not I delivered it to Carvana or had them pick it up. So 9 days later, the Carvana rep showed up and inspected the car and documentation, and had me sign a stack of papers. Then I handed him the keys, and he handed me the check. I was stunned – – the check was for $231 less than their written offer – – without any explanation! I asked him what was he trying to pull over on me, and he claimed he knew nothing about it. I told him to call his office, and he did. I overheard the conversation, and the person on the other end said they had to re-appraise. There was no reason why.

After he hung up, he told me it was a take it or leave it offer. Unfortunately, after I got the original -*written*- offer, I notified the other companies that I had sold my car. Big mistake. Now, it would be a major hassle to start all over. So I reluctantly accepted the check. I now know that Carvana is unscrupulous. My mileage was exactly as shown on their offer, and they picked it up on their earliest available date. So can Carvana can change how much they pay you after you have a written offer? Yes they can, and they will even without a valid reason. Unethical if not illegal, to say the least.

Original Review: April 8, 2021

I recently sold my car to Carvana and the process was seamless - they came to pick up the car on time and delivered a check to me. I have no idea what is happening with the payoff of the car I sold them. I was told my car was paid off prior to the pickup (which didn't make sense). Called my bank and they have not seen or heard anything about my loan being paid off. How long does it take to process paperwork or contact my bank to alert them the car was being sold and paid off? There is no one to speak to - the hold times are over an hour or more and the chat feature is premade to answer questions. I need to know what the process is for paying off my loan and finalizing the sale.

I placed the order to receive the purchase agreement and submitted it to my bank. Carvana contacted me on Easter Sunday to say that I needed to provide loan verification and proof of updated insurance by the following Tuesday at noon before they would greenlight the purchase. The problem was that Monday was a holiday for my bank, so they gave me a grand total of three business hours to finalize my loan. I called in Monday night, waited 30 minutes on hold, and told them what was going on, but the answer was basically there was nothing they could do, not even extend the deadline. So I got the loan and insurance worked out, and resubmitted everything as instructed.

The problem now was that they now required I provide proof my insurance started the day before delivery, rather than the day of as I was originally told. I immediately contacted my insurance company, who was able to process the change but said documentation would take 1-3 days. Again, Carvana has this insanely tight deadline of 48 hours, so my insurance may not arrive in time.

After spending 30 minutes on hold and another 30 minutes talking to an agent, Carvana basically told me there was nothing they could do to extend the deadline unless I call in the day of the deadline if I don't receive my documents, even though the reason that I don't have the correct documents is because of their poor communication and changing requirements. I hope they don't sell my car to someone else despite already having insurance and having taken out a loan, but they basically said that they just might. The whole point of using a company like Carvana is the convenience, but I would much rather have gone to a dealership than deal with this.

On 04/04/21 (Easter Sunday), I received a message stating my delivery date had to be rescheduled and the earliest available date would be 04/13/21. I contacted a "Carvana Advocate" and was told told the status/location of the vehicle was unknown but they would be happy to start a new purchase of a different/similar vehicle which would have a better chance of being delivered on the 04/13/2021. A bit disappointed, I agreed, contacted my insurance company, re-swapped insurance coverage, etc... On 04/05/21, I noticed that my trade-in offer was statused as "pending". Again I contacted Carvana requesting the reason for the status being at "pending". Over the past 3 days, I still havent received a "true" answer for this question.

At first, they said, It was due to my cancelling the previous purchase. I told them that the request was cancelled by their Advocate at their recommendation because the previous vehicle status/location was unknown. After acknowledging that fact, they stated that the offer had expired. I replied that a previous advocate had supposedly extended the offer date and transferred it to the new purchase. They, then said that the trade-in "pending" status was due to errors that "I" made when I resubmitted the appraisal request. I responded that I didnt resubmit an appraisal request as all new submissions were handled by their advocates. They then said... the issue was related to an IT problem, yes... the dreaded IT problem.

In later speaking with other advocates, they were unaware of any IT issues but soon into those conversations, I was placed on hold, the call either dropped after an hour or I was promised a call back which, similar to previous reviews, never happened. As of 04/07/21, Im still awaiting a response and I'm fairly certain I wont be purchasing a vehicle thru Carvana however, I am curious how much more worse this car buying experience can get and will continue to reach out to them.

There seems to be no coordination amongst the people you talk to and the ones actually registering the car. I’ve had representatives literally tell me to ignore my alerts and messages because everything is good. I’ve had representatives say they’ll reach out to me later, and they never do. I’ve even been hung up on AFTER 30 minutes of being on hold.

Now, I’m still waiting on my registration and I’m about to reapply for another temporary tag. Even that is a hassle because I’ve had a representative tell me to let them know 3 days before expiration, and the man I talked with today said they can’t apply until AFTER the tag expires. If you’re looking to buy a car easily, Carvana can be great. Just pray they don’t make any mistakes or it’ll be you calling them back and forth for months.

After my 7 days was up I take my car in to a mechanic shop due to a slow leak to my front passenger side tire, mechanic there recommended that all my struts and shocks will need to replaced because they are heavily rusted. On top of everything else, all my tires are expired! They are over 6 years old! Clearly their 150 point inspections are falsely advertised. Now, I am stuck with having to buy all new tires. Overall, my experience has been a bad one and I will NOT purchase another vehicle with Carvana.

Now, the day my car comes last Saturday the 27th of March. Everything was scheduled to be here on time for 12pm Saturday. I get a call at about 11-1130 saying they don’t have enough trucks and that when they took the car off of the other truck it scraped my front bumper. So they said I could pick it up at the one hub that’s about 45 minutes away from so I said yes! They also took pictures of the damage to the front bumper and will be having that fixed free of cost! All in all, I was happy with everything. I understand things happen! Thanks again Carvana!

Everything was going simple. The car needed to be 150 point inspected and detailed before they could post an actual picture of THE car (had a stock photo). Received a notification that my car was available for my virtual viewing. Proceed with purchase. The system asked for things, I uploaded them. Easy Peasy. Lured me in with false sense of stress-free. After uploading all papers and verifying down payment in the bank. Attaching my bank to their system so they could verify I had the funds, understandable. Save a Tree. All electronic, made me feel good about it all. I get the page..""Congratulations on your New Car" your paperwork is being reviewed by our team and we will reach out to you if we need anything additional."

Then, received the notice "Your contracts are ready to sign"..did the electronic signature, piece of cake. Then I had to pick a delivery date, I did. My car was to be delivered in 4 days, because of the weekend. Thursday I was told they didn't receive my paperwork. Hmm ok, re-upload. Thursday evening received a call that I had until Friday at 12pm AZ time to comply with their request or the car would be put back into open sale for anyone. Tried that nifty CHAT feature, yeah no. You click on the chat bubbles and all that it does is show an X. Confused, maybe the page link was broke, navigated to the Support & Contact, Chose CHAT...nothing happened. Tried again, same thing. Phone says they are only open 9AM - 8PM, this was 9:15 PM Thursday. Ok set alarm for early Friday to call. Received a Voice Mail that said if I didn't finished before 12PM PST that the car would be back on the lot.

Called Carvana 1-800 number. Recording said 10 min wait, not bad. Then it said 5 min, then I was next. Then I got the recording, "No one is available to take your call, please try again later." and the line hung up on me. WTF??? Look at the times on Website don't open til 9AM PST which is 12PM my time on the East Coast. I started getting anxious because I only had until 3PM my time to get what they needed or the car would be on the lot. Kept trying to call, no one available.

Finally, at 11:48AM I got a person. They were amazing, great customer service. Emailed me an exact list of what I needed to upload. Ok, but I still only had until 3PM. I had to provide bank statements...again (already uploaded prior), hmm...okaaayyy. I also needed to provide Proof of Insurance. My insurance card had to show the VIN # of the car on the card. I expressed my concern because you actually have to BUY insurance on the car before you get it. So, begrudgingly, I set up insurance, which required a cost of payment on my part. Hinky??? Maybe.

Apprehensively, I'm uploading all of this paperwork again, plus purchased insurance on the 2013 Nissan Leaf for 6 months, because insurance is only available in 6 month increments. I just kept telling myself..already signed the contracts so this must be dotting the i's and crossing the t's. I received another URGENT update via email saying my deadline was approaching and if I didn't get my documents in my car would go back onto the lot. I called..AGAIN..3rd phone call to THEM, they NEVER called me ONCE.

The time is now 2:55PM EST. I ask what they still needed. I was told to disregard the URGENT notice email. It was an automated system that sent those. Ok? I was informed my bank statements were wanted in PDF form. Seriously??? Upload each month individually as a PDF while on the phone. I mention this because the website upload ONLY accepts .JPEG or .JPG...what?? Ok, hoop jumped through..again. She also informed me that they needed the whole page of my Insurance cards, not just a picture of the card. WTF??? Ok, again upload PDF of complete insurance binder. Just to be safe, they may complain about the coverage I have.

I was informed that they had all they needed and that someone will be calling me to initiate a 3-way call with my bank for income/employment verification. Received a voicemail..Strange my phone did not ring and was IN HAND. I was notified I had missed the deadline for document submission and my car was back on the lot for sale. ARE YOU SERIOUS???? Yes, I am serious. Called for the 5th time, pissed. Explained the situation and asked if I could speak to a manager or supervisor. LOLOL Was informed my request had been submitted and I will be contacted within the next 24 hours by a higher Team Member. At this point I'm just laying my head on my desk. I had canceled all appointments I had had for the day. Sitting at my desk computer with my phone all day is NOT my idea of a good experience.

I FINALLY...FINALLY was called by Carvana underwritter at 6:45PM EST to talk to me about their deadline procedures, and why they are important... Like I missed it..?? What??? I didn't MISS any deadline. I've been waiting for Carvana, and I miss the deadline..How does that compute? I had to sit through being informed that if I wish to resubmit my order they would be willing to tell me what was still needed. Sorry but at this time I just burst out laughing. 40 min into the conversation and I was still not informed on what I had missed doing. They went back and looked at my paperwork..Guess what they said???? Yeah, it looks like all we were waiting on was the 3-way call with your bank. How?..How is that MY fault??!?

Ever sit there being told something and you are completely speechless by the idiocy that all you can do is blink repeatedly? I was told at the beginning of the call that this was a recorded call. I do not know if it stayed being recorded or not. I refused to get off the phone until they called my bank for a 3-way verification. Just to add gas to the fire. After the verification I was put on hold for another 30 min at least, by this time I had been on the phone for 2 hours. Only to have the agent come back and say Carvana needed more money. This will also go onto the BBB.org for Better Business Bureau as a complaint!

So, in a nutshell, first and LAST time I go through Carvana. They used working at home as an excuse for poor treatment and lack of communication. I'm STILL pretty sure that isn't MY fault. Carvana do not blame others for your corner cutting and short comings. Get your stuff together and put blame where blame is supposed to be. BUYER BEWARE!!!

Every time they say they are bogged down and will respond via text it is literally 45 minutes to HOURS between my text requests and any response. This is in between each exchange of them asking me something and me responding. The last time I tried this they said they would have someone get back to me and days later still nothing. What's more annoying is that I would happily take email customer support given the horrifically slow response times. But this is never offered so support issues get dropped and left unresolved rather than slowly continuing.

3. FIFTEEN MINUTES prior to delivery, we were told no delivery--they had the wrong car.

After being disappointed, we called and were told the car had left Wilder, GA, but they didn't know where it was (interesting that when we finally took delivery, we found a bar coded GPS tracker sticker on the front windshield). We were told they could track the car and would let us know where it was. Then, we were told they could not track the car and couldn't tell us when delivery would be. Even then, we were told delivery would be on Tuesday, then Wednesday, etc. I think you see where this was going. I will admit I lost my patience and pushed my problem up the proverbial food chain to someone who could and would research and give me proper answers. Said person gave me legitimate answers for the entire affair and $500 off for my trouble.

Day of delivery, the next Sunday after the initial date...finally...it went like clockwork. I have no qualms with the way it went that day. The car was clean, delivered with a full tank of gas and tires so new, one could see and feel the nubs. The only small problem was nobody (including me) ever noticed the car needed a front plate bracket (required in my state). That was taken care of lickety split. Upon post purchase inspection, we found--via a well regarded dealer--that the car needed absolutely nothing. It's perfect. A huge plus. It helped to assuage the entire affair.

In the end, we are happy with our purchase and the car. Carvana desperately needs to train associates better and provide said associates with the tools to give the client the necessary information to quell fears. The concept of Carvana is very, very appealing. But the pitfalls are huge and need to be mitigated in order to make the service viable for the long term. Would I do it again? I might. Dealerships are terrible in my area. But if this fiasco happened a second time, I would swear them off. When Carvana goes right...it's wonderful. When it goes wrong...it really goes wrong.

The buying experience on their website is great. It was smooth and easy. Their website is a lil glitchy and slow ** but overall the user experience of their website is great. I like the car and had a mechanic check it over and everything seems to be ok on the car. The car also looks and drives like a new car. I'm happy with the car I choose. I'm however not happy with Carvana and next time will probably look into one of Carvana's competitors. This is what showed me Carvana can be a little shady. The two front tires are pretty worn. They don't have to be replaced right away but will have to be replaced within 5-6 months. That's kinda messed up they should have replaced the two front tires.

Oh and their warranty is a joke. First of all, 100 day warranty is nothing and their warranty company Silver Rock does nothing but give you the run-around. Also the only warranty shops within 25 miles are Pep Boys. No thanks lol. Bringing your car to a Pep Boys would do more harm than good. I was also brought a car and they did not show me the title. I didn't realize it until a few days in but that's kind of shady. What do they have to hide? Hopefully I can see the title before my 7 day return policy is up. Overall Carvana is less of a pain in the butt than a dealership.

When we first bought the car the wait time was 5 minutes or 10 minutes the most but lately it's been an 30 minutes to an hour then the entire call would drop after 30 minutes and this happened several times so now I'm really getting frustrated. When someone finally answered they would just say that the paperwork is being processed, then I get an email the next day that the paperwork is being rebuilt so I asked what does that mean. They said I would have to call customer service so I call them and no one really knew what happened. Finally someone told me that there was a mistake with the contract that the lease trade in should not have had the negative equity as part of the total contract and they have to re-write the contract.

So now I'm even more upset because now they're telling me this after 45 days of me having the car that they can't have the negative equity on the contract so to me at what point did someone not realize that something was wrong in the contract? You delivered the car, started the registration process and tell me 45 days later, "Oops. Sorry we made a mistake," and as a customer I have to suffer because they are stressing us out because we have to go back and forth with them and the bank and we shouldn't have to go through this since this is 100% their fault. And now they're telling me that the negative equity portion they have to return it to the bank since they can't use it in the new contract with the new amount, And the same amount that they're sending back to the bank they want me to send that portion back to them (Makes no sense). All they have to do is just keep the check for that portion that they messed up on.

I financed the full amount through my bank to buy the car from them and everything was approved and a done deal. This has literally been one the worst car buying experience I've ever been through. And now they're telling me I can still return the car back to them and take the lease back so as you can see this make matters even worse because now I have to still pay the lease and pay the new loan that I took out to buy from them until everything falls off, Switch the insurance information and switch the registration. All of this is what I have to go through if I return the car back to them because of their mistake.

I couldn't believe the service. The delivery guy stood his distance, with a mask, and explained everything for documents he needed signed. I received updates by text regarding everything they felt I needed to no and was still not bothered with constant phone calls. I have told friends and family about Carvana and the great experience, and I hope to purchase another vehicle in the future. I love it!!!

We are still waiting to see if they got my plate transfer completed correctly. Getting used to a virtual dealership is something you have to get used to. The car is fine. The process is long. Much longer than going to a regular dealership. Everyone I talked to was very courteous. 30 minute waits on the phone wares at my patience. I have to say if the car had been at a local dealership I would not be writing this review. Time will tell.

As they were pulling off the truck, I observed this was not the TRD Pro model but 3 lesser models. When I checked the price rating on KBB the pricing was about $3k lower than Carvana's asking price (Not a great deal). In the end I rejected the truck as it was not the listed model. After three hours on hold for customer service, no one wanted to help and said they would credit me a $250 if I decided to buy something else. In looking for a substitute, I found the same truck listed again without correction to the model but now listed $2k higher. Never again, in the future I will deal directly with an old fashion dealer to ensure I am getting what I paid for.

During the time I was purchasing my vehicle I also had 3 co-workers who were going through the process of purchasing vehicles as well from local dealerships who after some mild delay (around 90 days) they were able to obtain their plates and be completed with that process. That tells me yes the DMV is likely dealing with some mild delays, however not 6 months and counting type of delays. I think if the company looked at the relationship and turnaround of the registration process it would solve a good deal of frustration toward the company and experience. I read countless reviews prior to COVID of major delays when it came to the processing of their registrations, so this is not a new problem, but now it seems they can cloak it with the pandemic

I’m a patient person and empathetic to the situation, but all of that is being worn out at this point. I still do find the process slightly better than going to the dealership, however I would likely choose to go this route again in the future although that is dwindling each day I continue to wait. I wish everyone the best in their experience and continue to hold out hope that I finally get plates for my car. I should say they have provided new temp tags each time mine have expired from different states and lucky that the majority of law enforcement have been flexible when it comes to the tags. I do believe that flexibility is coming to an end soon.

I also messaged them to ask about the warranty. It specifically states it will cover the "gas" engine for 100 days or 4000 miles. Well, the vehicle I was trying to purchase was a diesel. Then I was sent a message that showed an engine that was gas. So, I sent a photo that clearly showed "diesel." Then I got no response. So I decided to try and call (after waiting on hold 25 minutes, getting cut off and told to leave a message and calling back and waiting on hold for another 24 minutes) and asked the same questions. The guy basically told me how ridiculous I was for asking that and that was never an issue. Well, apparently it was to me because it specifically stated "gas" not "diesel."

So, I asked him where the vehicle was located (because it was going to take a week to get to the Arizona location). I was told New Jersey. I live in Colorado, so why couldn't I get the car delivered closer to me? No response. I said, "Do you realize that Colorado is closer to NJ than Arizona?" I was once again told I had that option have it delivered and that I was ridiculous for asking. He said, "I can fix it from here." After researching it for a few minutes, he then told me that I didn't have that option for this "pacific" vehicle and he had never seen that before. Yeah, that's what I tried to tell you. He was rude & condescending, to say the least. Needless to say, I decided not to purchase this vehicle. It seemed like a bait and switch situation. They also would never provide me with a reason that the vehicle could not be delivered closer to me.

The car is beautiful as expected with no real performance issues. There was a dent over the front passenger wheel that absolutely was not in the picture with a lame explanation of "we don't consider that an issue". Put me really on the verge of sending it back. If it hadn't taken so long to find the car and colors I wanted, I would of rejected it just because of the cavalier attitude about the dent. Only time will tell if the car was a good buy but I will stick to on lot purchases with more negotiating the sales parameters from now on.

Carvana sends out the guy to look at me car the guy says “there is nothing wrong with the transmission” even though the light was on. And he also said I removed the exhaust hangers. I was so frustrated and upset basically crying on the phone with carvana and the refused to pay for my car. So now I’m basically waiting for the car to stop working. My stress is not over. Carvana caused me so much mental, emotional, and Financial problems it’s unbelievable. I tell everyone I met this story and beg people not to get a car from here.

Moving forward, during the seven-day return period, I discovered quite a few things. One, my key-fob wasn't fully functional and my vehicle could not detect the key for keyless entry and remote start/push to start. Second, my front passenger window malfunctions. Third, took it to the dealership to have it inspected and a few safety concerns were brought up to my attention that needed to be fixed. Fortunately, SilverRock came to the rescue with Carvana's 100-day warranty benefit. Fourth, there are maintenance items that need to be completed.

I was a little hesitant to keep the vehicle but the warranty made me feel better because repairs will soon be completed. However, some of the safety issues discovered from the dealership versus the 150 point inspection from Carvana are a little lackluster if I'm being honest. In addition, it would be much better if Carvana would be willing to post pictures of "all" scratches/dents imperfections, etc. Because imperfections mean differently to others.

If I were to purchase another vehicle from Carvana, I would. However, improvements will need to be made. I did receive a monetary incentive for the key fob issue which remedied that aspect of the whole process but having to discover surprises after purchase shouldn't be happening, and this goes to all dealerships, not just Carvana. Otherwise, they would need to post "as-is."

Finally when the vehicle arrived my mechanic found a legitimately dangerous LARGE crack in the sidewall of the tire that could have blown and caused a serious accident. When I reached out to their “customer service” they could not confirm or deny that this would be covered under their warranty, just that “During every vehicle’s 150 point inspection, we ensure that the tire tread depth is at least 5/32nds, which is half the life of the tire.” The question is how did such a serious safety hazard slip through their “150-point inspection”? There is legitimately a non-zero chance this thing could have caused serious injury or death to myself or someone else and their response is canned platitudes. I’m disgusted.

They covered the replacement mirror and replaced the engine idle stop/start switch which was also defective. When I picked the car up the guy at the dealership said it looked like the vehicle was in a front end collision. Which explains all of the messed up paint on the front end and the trim. And possibly the damaged mirror. I immediately contacted carvana to notify them as I had been told by one garage that the warranty would not cover paint. They said since I did not contact them within the first 7 days there was nothing they can do about the damage to the front end of the vehicle. I informed them that I had texted the field advocate with pictures on day one, which they said didn't count because that person did not notify the correct department of the preexisting damage to the vehicle.

So now I get to live with a wonky home garage looking paint job on the front end of my 40,000 dollar car, because I wasn't able to get my car looked at within 7 days while moving across the country. So I guess my point is their "thorough inspection" is apparently not thorough enough to see a crappy repair job from an obvious accident. So make sure you get your car to a mechanic ASAP for a real thorough inspection because if you don't get it in within 7 days you don't exist.

So I get a call around 1:45 that the replacement driver was on her way back and would be picking up my car and heading out around 2:30 and my place is about 45 minutes away. This is also when he informs me there was more damage on the vehicle than was shown in the pictures. But he says they will have their company handle that and pay for it. Just even more shady stuff that I now read are far too common in other reviews. Fast forward to 3:15 and I get a call from a totally different person saying he hadn't even left with my vehicle but they were about to load it up.

This is almost comical at this point. I will NEVER deal with this company again and I will always make sure I urge others to stay away. I never write reviews on anything but this has been one of the worst buying experiences of my life. And I hear that they are equally as terrible at handling the registrations for their customers. I have no idea how they are still in operation but I don't imagine this company will survive with such terrible business practices. CARVANA, if you read this, you need some major reform from the ground up.

I suggest that before you buy from Carvana, read reviews, but use your judgment as well and give them a try. You won't regret it. I bought a 2020 Nissan Rogue for 17,990 and the car came in looking nicer than on their website. The car was clean inside out. Everything works and the tires are almost new. I am very pleased with my purchase. I will definitely buy a car from Carvana again.

The minute I canceled the order, the car was available again to all consumers. It was advertising its passed road test and passed battery test, even though I just got off the phone with them telling me they couldn't start it. I really wanted to love Carvana, but I felt they weren't honest brokers. I would encourage every consumer to look elsewhere. I think online car buying has a very promising future, but the consumer must be engaged with an honest company for the process to go well. I have not found Carvana to be honest.

The email said we had until 4:30pm (MT), so 6:30pm (ET) that same day to get our insurance company to fill out and stamp/sign their portion of the form or we'd risk losing the delivery date we'd chosen. There was also language about missed deadlines potentially forfeiting our purchase of the car. So concerned we might lose the purchase and to clarify that there was no way we could make the deadline, I called customer service and waited on hold for almost 20 minutes. By the time I got through, it was already 4:50pm (ET), which of course is 10 minutes before our insurance company's processing department closes for the day.

The rep confirmed that we could lose the car if we missed the deadline, but she said she "thinks they put a 24 hour hold on it," but that we needed to get the paperwork processed and returned first thing in the morning. I reminded her that our insurance company might not be able to process the paperwork immediately when I was able to reach them and she agreed it all seemed unfair and she would put in a complaint on our behalf. The following morning I called Carvana again, and again was given a 20 minute wait-time, to further clarify our deadline and let them know that if they wanted our business, we'd need clearer communication going forward.

This time a different rep openly scoffed at the other rep's handling of my call the afternoon before. His tone regarding her work was derisive and his tone was generally unprofessional and he sounded inexperienced. But he explained their deadlines more clearly to me and assured me we had no other paperwork required aside from the title application to fill out. He also noted that we were unhappy with our experience thus far and assured us it would be smooth sailing from there. The last straw was when I reached our insurance company and submitted the title application form to them.

They replied that Carvana had failed to fill out about half the form so they would be unable to process the form until I got a replacement from Carvana. At this point it was clear that any semblance of convenience and professionalism on Carvana's part was out the window. We decided to back out of the purchase because we felt we couldn't waste more of our time and we were overpaying for a convenience we weren't actually provided with.

The rep reminded me that I had a Saturday I had to pick up my car. Saturday drove to pick up the car and there was no car. They told me the car was still in Indy at the inspection place. They offered me a gas card that I never got for the inconvenience. I was told my car would be delivered Monday. Monday comes and no car, I was told it would be delivered Friday. By this time they did not process my paperwork properly. I ended up finding a 2020 Chevy Equinox for the same price as the Nissan Rogue with fewer miles and around the same price at my local dealership with way more warranty coverage than Carvana. Don't waste your time. This company is a joke!

Original Review: Feb. 24, 2021

Stay away from this place!!! I took my 2011 BMW 535I that I purchase from Carvana. Auto Masters Repair listed as a preferred repair for Carvana therefore my deductible waived (NOT)! Auto Masters Repair stated there is nothing wrong with the vehicle and I'm good to go! Auto Masters Repair had the vehicle for 3 days! Auto Masters Repair look like they drove my vehicle to Florida on a dirt road that's how "DIRTY" my car was! Day 4 after picking the vehicle up I'm still hearing the same noise and having the same issues!

I decided to take my vehicle to another mechanic due to the fact I'm hearing the same noise! They found the issue within 2 hours stating rear main seal, valve cover and AC bone dry! Once again Auto Masters completed a full Multi-Point inspection and found nothing!!! PLEASE STAY FAR AWAY FROM AUTO MASTERS REPAIR!

I like the suv so I kept it. There was moisture in the headlights, the driver's side seatbelt panel was coming apart. The process for silver rock is a joke. Mind you their website is so awful and not user friendly. The vin number was off by a good amount of digits too. Fine I updated the insurance, good to go right? Nope, 13 days before this temporary registration expires, they’re missing a registration hard copy and my transfer of registration card.

I gave the original copies to my delivery driver as instructed. I was told, "Oh it must have been misplaced." Now I had to scramble to find a place to print the form and overnight it to them. Which I did, called in and provided a tracking number. I called again, "We don’t have the form and the prior rep didn’t document the tracking number you gave." But my registration is going to expire in 9 days now, "Oh the day before it expires, if we don’t have this resolved we’ll send you an email with the new one." Great so I’ll have to find another printer. "Sorry we can’t print and send it to you." Plus the transfer of registration fee in my state is $25, they charged me over $200 and then they tell me that if they overcharged me they will apply it to the principal of my loan, wait what? What happened to a refund? Never again. I have even filed a formal complaint to the BBB. The customer service is awful and the registration process takes way too long.

I truly would have liked this to have been an enjoyable experience, but too many Carvana "missed the mark" made the process very disappointing.

I was expecting a good experience with Carvana based on many favorable reviews. The experience was good up until the day before the car was to be delivered. The experience began with email from Carvana saying the car was available again. Good for us. We placed the order for the car, Carvana order number: **. The morning before the delivery day Carvana sent email saying car was on the way. So far so good. Then the night before the delivery day, a Carvana representative left voice message saying the car could not be delivered due to rust and was going to wholesale instead. Also, same night Carvana sent email saying the car was undeliverable, with apologies. At this point we had been waiting a week and a half after having placed the order.

To me there seems to be a breakdown in Carvana's process. An undeliverable car should have never been posted on their website as available for purchase and to tell the customer the car is undeliverable after waiting a week and a half for delivery was just plain wrong. This cannot be how you run a business. When I contacted Carvana to understand what was going on and express my dissatisfaction with how it was handled, I was offered $250 check if I bought a car from Carvana. I'm sorry but, an offer like that, $250, coming from the nationally known and respected company that Carvana is, is like saying, "We'll buy you a cup of coffee for your troubles." No thanks. I was looking forward to a good experience with Carvana, too bad it was not.

However, later, this contracted company initially rejected fixing most of these scratches. After several emails and phone calls back and forth between Carvana and the company, I got the scratches fixed in the end. This process took several hours from my time, and I did not have my car for four days. I was mad and very frustrated.

Second, they were supposed to handle my car's registration and provide me the plates. They gave me a temporary plate which expired shortly after. I called them one month after I bought the car and realized they did not even start the registration of my car. They told me that I have to go to DMV and get another temporary plate. I did, but this was their responsibility but not mine. It took them approximately four months to send me the permanent plate. Again, I lost few hours on something that was not my responsibility. All these happened in the middle of a pandemic and after I started my new job. Being already very busy at work, my experience with Carvana caused a lot of stress and time. If you are thinking of buying from Carvana, hopefully, these provide you some insights into what you can potentially expect.

Fast forward three days, while driving my car basically stopped. Luckily I was in a back road with no traffic, but it was freezing cold outside and I had my toddler with me. I contacted carvana, was transferred to their warranty dept and received great service. I had a tow within an hour, I chose to send it to their approved shop (CarX). They were backed up due to lots of tow in’s. They did a diagnostic check the next day. (I had to take off work due to no car.) Basically a connection broke and the hose leaked all my transmission fluid. The fixed that, and they also found a leak and broken hose in my washer fluid lines and reservoir. All fixed at NO cost to me, picked up the van and it was great. Day two after the shop clanking and loud noise in the front ended was still there and the transmission was hesitating again.

Called and chatted (online) and received great customer service, got the vehicle switched out and lots of apologies. Now I wait for the new van to delivered and this one to be picked up. I pray the new van is mechanically sound. I am giving three stars because I don’t feel like the vehicle was inspected properly. Will update when I get my second van once I get it inspected.

On top of that they advertise quick & easy but fail to mention you have to take things to be notarized & get the VIN verified with the DMV or police dept & if you are purchasing a truck you also need to take the truck & get a weight slip from an approved location which took an entire day to complete... Now they are telling me they lost ALL that paperwork & I must get it all done again! What a nightmare!!! When you call customer service it takes 20-30 of waiting to speak to a real person & every time you call you get a different person & a different answer. Save yourself the time & hassle & buy your car from someone else, I wish I had!

5. Communication is not their strength, if you don't like talking to people who get lots of your money then Carvana is for you. 6. Emails telling you that it's your responsibility to get the Vin Checked and the Emissions done after they failed to do it. Also email insinuating that you are risking the registration process, if you don't drop what you're doing and get it done asap and then uploading it for them. This has been a comedy of errors and it's clear that this company doesn't employ enough customer service reps. I suggest, if you need a car, suck it up and go to a dealer where you can at least test drive the car before you have buyers remorse.

Original Review: Feb. 8, 2021

Let me start with the good. The transaction went very smooth and the delivery and pick up of my trade was great. Now the bad. I purchased a 2020 Equinox with only 247 miles on it. According to Carvana the vehicle was inspected by a trusted partner. Here are the things I found wrong.

1. The oil life warning was showing oil life at 19%. Because the vehicle was put in service more than a year prior the vehicle should gave been serviced before sale. GM says oil needs to be changed at least once a year regardless of mileage. Carvana told me to provide documentation which I did and I never heard back.

2. Original tires were not on the vehicle. Instead tires that were well worn were put on. The rear tires measure at 2/32 which will possibly just about pass state inspection. Again Carvana asked for documentation which I will send once I get my registration and can get the vehicle inspected.

3. Passenger side windshield rubber was missing. Not a big deal as I replaced it but how could the so called inspection not pick this stuff up.

4. Tire pressure monitor malfunction light was on. I brought it to the dealer and I was told that whoever changed the tires neglected to reset the system. Now there are four days left on my temp registration and I just received an email saying they the started to review my paperwork on 1/29 a month after purchase. They are blaming the state due to covid but a friend of mine purchased a car from a dealer 1 week after me and he got his paperwork 2 weeks later.

Bottom line is I purchased a used vehicle almost new with only 247 miles on it for a lot of money and I already had to shell out money for an oil change and more than likely tires in a short period of time. I liked the vehicle a lot and chose not to return it in my grace period but this will be the last vehicle I will be purchasing from Carvana.

Our bank needed a copy of the Title in order to get our loan approved and it took them over a week, and multiple phone calls to get it to the bank. A simple photo and email was all that was needed. I knew then that this was risky but my husband loved the truck and couldn't find one similar within 3-4 hours of us. Once our loan was approved, we were instructed to mail the check to Carvana. They also verified funds in our account for the down payment we were making. We followed directions and a few days later delivery was scheduled. Great. But then, a call telling us that we are out of their delivery area so we will have to come pick it up. Now that they have our money, they tell us this. Should have been told this up front.

Then a call comes, we have to reschedule your pick up, something's wrong with the truck. "Okay, what's wrong with it?" "Well, we don't know but it's in a shop in Indiana." "Wait, you told me last week it was in St. Louis (much closer to us than IN)." They had our money. If we had decided to cancel the order, we would have to wait 14 days to get our money back. We were stuck.

On the original day of pick up my husband got repeated texts asking him how he likes his new vehicle...that we did not even have. Truck gets a minor repair and we are good to go. Pick up is rescheduled and we are instructed to bring a cashier's check for our down payment with us to pick up the vehicle. We arrive and test drive the truck. It was nice, clean and ran well. We signed documents with the delivery driver and we're told if we did not return the truck within 7 days, these docs and the title would go out to us for registration. We attempted to give the cashier's check to Carvana driver (who by the way was extremely polite and professional) and she said, "No, they will take that out of your account." Uh, wait so now I have to rush to the bank 3 hours away to get this money back in my account before they withdraw it?

The truck is nice and my husband is very happy with it. But, we are still waiting to receive registration papers and our Title and it's been 8 weeks since our purchase. In our state we have 30 days to pay our sales tax or we will be hit with penalties and extra fees, not to mention a ticket if my husband is pulled over for any reason. We have contacted Carvana twice asking where the Title to our vehicle is and get nowhere. Buyer beware, this is not an easy or enjoyable experience. It caused us a lot of unnecessary stress. Sitting at a car lot all day doing financing is not fun at all, but our Carvana experience was way worse. Reason for 2 stars instead of 1 is due to the fact the vehicle is as described and in good condition, and we feel like we got a fair price.

I had a very unproductive call with Carvana. They tried to explain that the inspection form I received was the previous form and they now use a new one. I explained that my car was just inspected, and I see cars that were inspected in November of 2020 with the 'new' form. I had to show them that the problem is with the partner inspection form, and it is not detailed enough to purchase a $30K+ car. Now, I am accused of being "demeaning, argumentative and don't understand the process." I believe I understand it better than they do, at least the people I interacted with.

Hey, stuff happens, I like the car and I thought, despite my 30 years as a car nut, that this was just a fluke, and I could rely on the statement "Every vehicle goes through a 150 point inspection and brought up to our high standards". But I now question their standards, as there doesn't really appear to be any. I'm glad I came to look at these reviews. I think it reflects a company that has gotten in over its head, and cannot provide the experience that they promise. I wonder how many cars they are delivering that have never been professionally inspected (besides this one).

On Christmas Eve afternoon I received an email and call advising me my delivery would be delayed. The delay was not a day or two but but now scheduled for 1/8/21 13 days later. The initial caller blamed title issues with the Massachusetts Registry of motor vehicles which was a blatant misrepresentation. I immediately asked to speak to a supervisor for better understanding. I was told that there were no supervisors available, let me repeat that, no supervisors available but I could be put on a list and one would get back to me in 24 hours, obviously 48 with Christmas the next day. Not acceptable as a customer who had fulfilled all Carvana requirements to purchase vehicle I wanted a reasonable explanation which I was not going to get from the current Carvana representative.

I made subsequent calls that afternoon (yes I wasted time on Christmas Eve). I was disconnected one time and reached another (Team Member) who also disconnected me but at least called back with a different explanation but no resolution to the delay. Again I asked for a manager, again I was told I would be put on a list and receive a call in 24 hours. Not for nothing but this was kind of a big issue putting in writing delivery of a car to take place on a date they scheduled and then calling without a rational explanation of why there would be a delay of 13 days. All of this with no representative of management available. Naturally I never received a call from anyone representing management on Saturday 12/26 or for that matter ever, but I did receive several witty texts advising me they did not anticipate any further delays but if "the stars align and it becomes possible we will absolutely get in touch with you". To this day I have never received a call.

I think a company operating on hopes of stars aligning has problems. So much for a manager reaching out within 24 hours, or ever. I went to a local dealer, purchased a car in two hours and drove it home. Save yourself a lot of time and aggravation steer clear of this company. Like everyone else they are probably great when things work but my experience shows that if there is a problem they have no mechanism or desire to fix it. Whatever you do if you must try do not make the purchase near a holiday it appears none of their management work and no one will solve or address your issue.

The most recent we were call the credit union from their phone line, were talking with high-qualified officer, and she even didn't ask, who are customers. She did answer the questions in general, this is not in their policy, to issue the check before the contract date. That credit union is all about 300 employee only, so I don't believe Carvana got more different deals with them, finalized by uploading the check. Are you trying to bully me to select your financing? I have deals with that credit union and I trust them. Carvana went unprofessional, I'm disappointed.

Honda's are the best on resale value and just a month ago the price was 3k better. The market is still tight, according to others who have looked at my vehicle. If you sell them a vehicle that is 1 year old, just like new and very low miles with the factory warranty and literally no reconditioning needed - should it be worth 11K less than what I paid for it? What they have a few others like mine listed for, they want to make 7K on this vehicle. Sorry Carvana - your loss!

I called Carvana and started the process. This was the vehicle I wanted. Equipped like I wanted, and a 2011 Ford ranger with 50k miles is a rare bird indeed. Carfax had checked out, but the “150 point inspection” was done by a blind guy. I agreed to keep the vehicle if they would fix the paint. A separate company SilverRock handles warranty claims. They sent me a list of body shops they have arrangements with. First shop wouldn’t even look at it. They said they won’t do Carvana/SilverRock because they waste time doing estimates only to have them partially or completely denied. Getting a little queasy... Next shop took a look and then spent 45 minutes complaining about Carvana/SilverRock...

Back on the phone to Carvana, ten phone calls. Uploaded photos, three times. SilverRock sends me three more body shops, but these are not “affiliated”. Estimates ranged from $5k to 8k to basically repaint the entire vehicle. 15+ phone calls with Carvana and SilverRock. Finally get approval to get the truck painted. In the meantime my temporary tags had expired. More chats phone calls, etc. One excuse, oh the cops are being lenient because of the pandemic. Not where I live!!!

Finally get the check for taxes/tags on January 4th. Deposit it and go get the taxes and tags. Today I got a bounced check notice from my bank. Carvana’s check had been returned. Call Carvana, send photos of bounce notice. First girl tells me I have to call my bank and find out. Hell they don’t know, and because of this weird Refer to Maker notation on the check. Call WellsFargo in Arizona. They can’t tell me why it was returned, I have to call Carvana. Now I’m pissed. Call Carvana. I might hear something Tuesday, but the lady kept insisting that what happened wasn’t possible while she’s looking at the return check notice. What ever you do, NEVER buy a car from these incompetent lying crooks!!! You’ve been warned.

After the end of the 7 days I was contact again telling me that they didn't know what was going but that I had to wait for the next delivery schedule. At that point I told them that I changed my mind so they advise me to pick a different Truck. By my mistake I did an chose a 2017 Nissan Titan. So here we go again. I had to wait 7 more days. I sign over 4 contracts I had to add and subtract 4 different cars in my insurance and had to paid extra $234.00 So to tape it off, my original Trade was sitting on Carvana Lot and they never contact the lien holder, when the lien holder was trying to find out when they were getting the Payoff on that truck Carvana kept transferring from one person to another, typical of Carvana.

At the end Carvana agent told the lien company that it was never a trade contract, so the lien company send tow truck to the Carvana Lot and took my original Truck back from them. Now Carvana is trying to say that it was my fault so I had to pay the REPO charge and month payment for them to consider it a good trade. So I had to pay $690.00. I fax all new Information to them and waited 2 hrs in the phone to make sure that the Contract still stand and that they will deliver by January 16, 2021.... And here are the results of this FIESTA BOWL.... I am still waiting.... Lol I been on the phone for the past 2.5 Hrs... I got several Ideas of this outcome.

5) Because I droved 1,200 since Dec 19, 2020 I will need to pay $1.00 a mile X 800 miles total of $800.00.

Stay tune for the second part of this review... Comments are welcome!

We are now closing in on two months since I received the vehicle and still no registration card or license plate. If you want a smooth purchase process then you may get good results.... But brace yourself for the registration hassle and keep your DMV on speed dial. You might even want to get ready to ask the DMV for a temp tag extension. I can't see myself using Carvana again.

7. If you want to deal with a company with too many inefficient process and no one can tell you what is going on and why. This is your place to buy car. Otherwise look somewhere else. You will likely get better customer service.

The outside was outrageous! One photo noted an imperfection on the driver/rear side. The Carvana photo didn't show anything worth worry. Actually, a LARGE SHEET OF BLACK VINYL WAS APPLIED OVER AN ACCIDENT AND ALONG THE WHEEL WELL. Can you believe that? There was sun damage on all of the plastic and roof paint was worn. We showed all of this to the driver but he could care less. Like it or leave it! So we left it. Who thinks this van was cleaned to COVID advertised standards? Were was any quality control? Photos are available. False advertising!!!

Getting my tag info and paperwork was a breeze. I am surprised to see so many negative reviews, I don't know if I just got lucky or if it's a case of most people that have good experiences don't bother to leave reviews. Today my husband is now shopping for a car for him on Carvana that we hope to pick up next week, after he saw what a good experience I had. Fingers crossed it goes well twice!

Original Review: Carvana is constantly full of excuses. Cars are overpriced. Difficult to reach when you need help. Slow to respond. Left me stranded on the side of the road 4 days after delivery, at night, 50 miles from home, in the dark on a Saturday night. NEVER responded to my roadside assistance. I returned the car two weeks ago & still have yet to receive the downpayment back. I had to tell the lending bank twice that the purchase had been canceled. Would only accept downpayment via wire. Now that the down is overdue being returned from Carvana they can't wire back, it's coming by paper check via snail mail. More excuses.

Needless to say, after my car was stolen during the pandemic I was stressed out. From start to finish, including returning a vehicle, Carvana is a top-notch service provider with great prices and an excellent inventory. I did try a competitor, who I won't mention by name, but their service - a smaller sized organization - was significantly less, their systems were adequate, and process much less stellar than Carvana. I easily found the vehicle I wanted from Carvana, had a delivery date the same day I started my purchase and felt in control the entire time.

When I spoke with Carvana's diverse teams I was surprised to deal with knowledgeable employees each step of the way. When I - as a programmer - used their website everything worked perfectly, clear, and easy to understand the online car purchasing process as well as it was fast. The process of buying a vehicle was so simple, I would totally recommend Carvana and have since my original purchase. Due to personal reasons I Leased a vehicle from a dealership, however I returned my Carvana car at the end of the 7 days without any inconvenience to me. I certainly felt bad as Carvana deserved my business but I certainly recommend Carvana to others.

Additionally, throughout the process, I received messages to upload information without any clarification on what they needed. Because of their vague messages or failure to communicate, I was forced to call in almost every day for over a week. Each call required that I wait at least 45 minutes on hold (while the queue continued to indicate my wait would be "under 5 minutes"). On more than one occasion, I received text messages that they needed more information from my bank (one of their partners). When I logged on via the link they provided in the text, it took me to the page that asked me to upload documents -- still no explanation of what was needed was indicated.

Since they are partners all of the documentation was to go between the two of them (bank and Carvana), yet when I spoke to Carvana, they would tell me that I had 5 hours to get the documentation from my bank (the last one a simple email from my bank stating that the loan was being issued). When I called the bank, they indicated it had been sent already (TWICE!) -- they could even provide me with the date and time each email had been sent.

During every call, I asked if the date of delivery provided in the app was still possible and was told "Yes" every time; however, when I finally got them to complete the purchase, it was 10 days out from that date (three weeks from the date I started the purchase) -- but only if I go and retrieve it over an hour away. If I want it delivered to my home, they will not provide a delivery date -- I'd just get it when I get it. When I asked about the 5-15 delivery time-frame they advertise, they indicated that it isn't a promise, just an estimate.

Overall, this purchase was painful and the company now appears to have customer service issues. I reached out to the CEO on LinkedIn, but he refused to answer or provide assistance. While prior to this purchase I would have sung Carvana's praises, I would now say that Carvana is NOT the place to purchase your next vehicle. It's a shame!

I didn't appreciate such late notice since I had taken off work to receive the vehicle but I went ahead and accepted the unfortunate circumstance and re-signed the contract for the new delivery time. Two days later I get a call saying the vehicle had arrived at the facility but that it had damage that was not mentioned in the website. They mentioned damage to the front bumper, fenders, and a dent in the roof. They said that the car was going to the body shop and that the earliest delivery date would be Saturday January 2nd. Not trusting the fact that this "new" car that I was purchasing had to go to the body shop before I received it, I begrudgingly decided to choose a different vehicle. Even though I was pretty upset, I choose to give Carvana the benefit of the doubt and assume that this was just a fluke with it being the holidays and whatnot.

The next vehicle I chose was a 2013 Mazda3. It was still not going to be delivered until January the 2nd but I was still pretty excited for it. This morning, December 31st, I got yet another call saying that my vehicle has been delayed yet again, this time till January 5th. Needless to say I was pissed. I was really relying on having a vehicle on the 22nd and now I'm slated to wait until January 5th. I called customer service to understand why this was happening and they gave me some reasons as well as compensation for the time I had taken off of work. $25 a day up to $250 that the car doesn't arrive.

It will be 14 days since the first vehicle was supposed to arrive. Why would I deal with this when I could go to a normal dealership and get a car immediately? That is the question in my head right now and I'm starting to regret going to Carvana for purchasing a vehicle. So if anyone out there decides to use Carvana, be prepared to wait a lot longer than they say it is going to take. Based on my experience, they are incredibly unreliable.

Another month went by and on Nov 8th I inquired again about the title and another temporary paper tag. I was told "By law, we are not able to issue additional temporary operating plates. However, you may request a duplicate from your local DMV. Sorry about that!" On Dec 10th I asked about this again and was told that it can take 6-8 weeks to get my title after I've completed the registration.

Tina said, "Have you not done the self registration process yet?" I was confused and asked her if I maybe missed a step that I was supposed to do. She said I needed to fill out an application for an Oklahoma Certificate of Title. Then she said she would reach out to her registration team just to verify. And then I thought I had some good news. She said "Has your temporary tag already expired? It looks like this does not expire until 12/25 and you would get the title before this happens. I have verified this with my registration team!" I asked her to confirm. She said, "Yes I verified with the registration team that it is being sent to you!"

I didn't receive the title after all so I called on Dec 26th and was able to reach Adam. He was helpful and seemed to understand why I was frustrated. He said he would look into it and personally call back. He didn't. So then I get a random text at 7:28AM on Sunday, Dec 27th. "Good morning Scott, Jake from Carvana here. Sorry about the delay. I see you called in yesterday and spoke to an agent about your title. Did they help you? Can I assist in any other way?" I replied and said I need help with my title, getting a new temporary tag (it's not expired again), etc., etc. Jake ghosted me.

Dec 28th I initiated another text for help. Tyler said "Our delivery hub is waiting for the title to be sent so they can complete your self-registration paperwork." He submitted another request for a temporary tag and said I would have it by the end of the day. Now it is the end of the day Dec 29th (the next day) and still no reply, and no temporary tag.

Besides the awful experience in trying to get help, my elderly mother (who lives in a different city) is driving the car with an expired tag and the registration is 3 months overdue. She is scared that she will get a ticket, have her license taken away, etc. I know that this is probably highly unlikely, but I still want to get it taken care of for her. She calls me every few days and asks the status and I don't know what to tell her.

I called my local tag office just to make 100% sure there was nothing I can do to register the car without my title. They confirmed that I need to have the title before registering and they said I've well over the 30 day window. I mentioned that I bought the car at Carvana and they snickered and said "we just LOVE cleaning up their messes!" That wasn't encouraging.

Just to be clear, I didn't want to have to write this long review and portray Carvana in a negative light. I just want to get the title and register the car. The tag office says in their experience there is no way it should take 4 months to get a title. I've been more than patient but I'm now losing my cool. I wanted to email this directly to Carvana so as to not air all my grievances publicly, but I cannot find an email address for support. I even tried to use the online chat to ask about it and they would not provide one either. Perhaps this will help get someone's attention. If not, then I'm glad to transparently share my experiences with others. I'm hoping I can get this resolved quickly so I can promptly edit my review to reflect the favorable response. I'm not looking for special treatment. Just fairness, honestly and ownership of the situation.

They came back and told me they would offer me a $100 discount on the NEXT car I purchased from them. I can understand a car not being listed correctly (but not like it), but I cannot fathom why they expected me to pay the same amount of money for a lesser car. Asked to speak to a manger and was told they were busy, but one would call me within 24 hours which I confirmed twice. It has now been 72 hours and have not heard a word from them. While I was waiting for the car to be delivered I looked at 9 x Jaguar XJs, three had the incorrect interior listed and I am not talking about light brown and tan, I am talking about oyster (whitish) vs black. You cannot rely on their descriptions of the vehicle. If pictures or the original sticker are not shown, do not buy it. Horrible experience and will never buy from them again.

When it finally came, it was NOT detailed properly and the floor mats were missing. During the 150 point inspection, they “checked” the cabin air filter but did not change it. It was filthy. We are in the middle of a pandemic. That should be changed regardless. Key fobs batteries were very low, so they needed to be replaced. There were four things that were an issue, one of them was the fender had been previously hit. Even though they say no accidents, not all are reported, it was very noticeable and it wasn’t even flagged in the picture as a “hotspot” but when I took a picture of it on the Carvana truck, you could see it. Also the back dome light switch was broken off, and the trim piece around the 3rd row seat belt was missing.

However, the worst issue that we had was the heater blower motor had a loud Squealing sound like a dying cat was in my dashboard. Not sure why that wasn’t caught or fixed before the car was sold, you have to be deaf to miss that sound. It does drive well and after we detailed it ourselves (didn’t want to wait for the $100 check that they were sending us after the 7 day trial), it is a very nice car. Aside from the loud noise. Whoever inspected this car, for Carvana did not do a very good job. I get it’s used but I expect miles and a few scratches on the car. Not all the issues it came with, especially after I got a 2018 Chevy Sonic that came like it was brand new. I’m still waiting for a supervisor to call me (it’s been 2 weeks) about the delivery. Carvana says Silver Rock will be correcting the issues under warranty, which is why I gave them a 3 stars where most would have given them a 1 star.