Carvana Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 28, 2022

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 5, 2022

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

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

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

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

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

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

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

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

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

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

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

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

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

The good.

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

2. The price was competitive.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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