Carvana Reviews

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

4. Hassle free car buying. FAILED!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Positives:

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

2- Online buying experience was smooth.

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

Negatives:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Apparently the actual Toyota dealership is not on the approved mechanic list, which seems odd. They told me I won't be reimbursed and apologized for my inconvenience. Just doesn't feel great to drop 30k, then have to fix an issue with said 30k purchase and they won't work with me at all. As great as the service was of the car itself is awful I’m not sure the point of the company. Be great then sell bad products? I can’t do anything about it now but I def won’t be recommending this company to anyone.

My repeated phone calls got me to courteous gals who listened and sympathized, but were powerless to do anything. They could not or would not connect me with anyone in authority--promising to give my message to a supervisor, who would contact me--but I never got a callback. At that point I was damned upset and about ready to call the Attorney General. Fortunately, somebody somewhere decided things were on track; the wire payment was acknowledged, and delivery was rescheduled.

Second: At no point did Carvana ask what mode(s) of communication they could use with me. They kept trying to communicate by text message. Well, I have a landline and email, but as a lifestyle choice I DO NOT have a smart phone or do texting. For Carvana to just assume this was an acceptable method of communication is both short-sighted and presumptuous. Well, you asked, and there it is. In summary, the transaction worked out, but I found Carvana to be focused on itself, NOT on the customer. As it is, I felt like I was dealing with an automated system that wasn't working very well. I wish there had been an individual person assigned to facilitate my purchase whom I could actually reach and talk to, and who had the authority to get information and make things happen.

They understood and told me they were doing everything they could to make sure I got my truck on the newly scheduled delivery date. So long story short they did come through and had my vehicle ready for me on that day. Only other hiccup in the whole buying experience was they gave me a call on the new delivery day and said they didn’t know if they were going to be able to deliver it to my house because the facility it was at was being paved and some of there flatbed tow trucks were blocked in due to the construction. So they asked me if there was any way I could go there to pick it up and even offered to buy me an Uber so I could get to them.

I didn’t need the Uber because I had a family member available to drive me there. Luckily it was only about 15 minutes from my house so that wasn’t an issue for me. Turns out they were having paving done there so I’m glad they weren’t lying to me about that. I showed up my new truck was right out front clean and ready to go. They also gave me a $50 Amazon card since I went there to pick it up which was a plus. I filled out paperwork for about 15 minutes and was able to ask any questions that I might have had. They were very knowledgeable and helpful which was good because I live in Massachusetts and buying a car here can be a hassle. I have now had the truck for 2 weeks and I don’t have any issues with the truck I purchased. So overall not a bad experience for me.

Original Review: Nov. 23, 2021

I am not too disappointed because I bought a car with low mileage; by the time I received the car the odometer read 500 miles above what was advertised. Advertised was a year old car with 8500 miles. I was pleased upon arrival that the car looked exactly as shown in pictures, but it was 9000 miles on it when arrived. I also only received one key fob, but pretty sure Carvana posted a picture of two key fobs. Now I have to go into dealership and pay a few hundred bucks for an extra fob. (So any future buyers going to this site, make sure you have photo copies of what is advertised and photo copy of what is delivered at time of test drive if not same.) But, other than that I really like my used car and I received the car when I was told.

Get better pricing on the car you want.

You have to make sure you are uploading all documents needed and that can become time consuming.

Overall I give it 3 stars...the experience is not horrible just different. I like the car I bought. But I think I like to see car in person, not pictures, to make sure the information is correct for future purchases. I am very glad I capped the mileage at 10,000.

This foundational disorganization leads to other problems--such as misinformation; i.e. inconsistencies about procedure and policy, multiple changes for the delivery date, and last-minute changes to the delivery time; all of which I experienced as a customer. Even the vehicle was misrepresented, arriving with multiple problems the company was accountable for fixing and would have found if they had inspected according to their own policy--"a 150 point inspection for all cars"(i.e. tires were not installed properly, debris was found in backseat, and most notably a rat's nest was located directly under the hood).

My last complaint has to do with professionalism--while most representatives were courteous, one employee by the name of Travis hung up on me at the beginning of a call--to be clear, this was not in response to any behavior on my part. Carvana records will reflect my respectful demeanor throughout the process. Perhaps the best example of company unprofessionalism was manifested in an argument between Carvana representatives and my car insurance company. It makes sense for conflicts to arise but this disagreement was one of the most unprofessional exchanges I have witnessed.

All of the above complaints are in direct conflict with what the company pledges in terms of service--accountability after sale, reliability, thorough standards for inspection, etc. To date, Carvana has not followed through on an agreement they made on 8/12 and 8/28 to compensate this writer in the amount of $300.00. I have submitted the receipts for repairs listed above and will be asking the company for compensation.

We were 98% through the process, the check had already been uploaded. I mean, it was Carvana that hung up on my banker and then instantly proceeded to cancel my order. Why not give another call or leave a voicemail with a number to call back for the banker? Really, it makes no sense... I get the fast pace of selling cars online, but if you're that close to wrapping up a sale why would you cancel the order on me after one attempt at contacting my banker, and why not have a number my banker could call? Do you like crushing people's hopes Carvana? I mean if the vehicle I had chose to buy would have been sold to another customer my heart would have been broken and Carvana condemned. Fortunately, everything worked out and Carvana gets a 4 star review.

After a lot of calls with the customer service team I then found out the truck passed inspection and was to be delivered this morning. Now talking to a customer support agent the soonest delivery is Monday November the 22nd. Beware of this company. They do not care about their customers and customer service is unable to do anything to help except offer money. I now have to rent a truck this weekend to get some projects done since Carvana will not bring me the truck I'm already paying for insurance on and have already signed the contract. Sad part is the truck is 15 minutes from my house. Carvana should be very disappointed in how they have handled every part of this process. Every agent I have spoken to (about 25-30 of them now, across 3 different trucks and contracts) have all had answers that differ and do not line up. A fix would be bring the truck to me and this is all over with.... So hard to do.

So I needed to pay the $1200.00 payoff on my car before I could use it as a trade in. Is there a reason why they couldn't put that information in their email. Seriously, it was a 2015 Kia Sportage with a low payoff. I cancelled my order. I will put my mask on and go to a dealer and buy my car. Life is too complicated as it is to go through this much red tape to purchase a car. If you have a lot of time on your hands and you enjoy frustration, buy your next car through Carvana.

I was just told today that it takes 45-60 days to process and another 10-15 to get a check (Btw the rep was very apologetic and empathetic with me so nothing against her). Carvana also owes me 100 for to have it detailed. So, l can’t get my truck detailed till next year and as much as they spammed me with texts l have to wait for 159 bucks, 59 of it that was debited in 2 seconds. Never again will l buy from them. I am glad others have had a good experience with them. l just was in the handful that the experience sucked.

Even when they raised my account to their executive team to try to get me an answer, they wouldn’t return my calls either. It was a true nightmare from start to finish and Carvana offered me nothing in return for my experiences and the countless hours I spent on hold with them over the course of a month and half of waiting for my car. I placed my order on October 6th and finally got to canceling my order on November 12th. It’s November 15th and I still haven’t received my refund. Back to buying cars the old-fashioned way for me.

4. BIGGEST ISSUE: They registered my car to the wrong address. I bought the car in order to move, upon receiving the car told them several time of my new address. IT HAS BEEN SEVERAL MONTHS AND I HAVE NOT BEEN ABLE TO GET PLATES FOR MY CAR.

The entire staff at Carvana is nice and kind but they just can't live up to their promise of saving time. They are very nice people that were not able to give me a hand and 3.5 months later after getting my car I still have to deal with them.

We refused to proceed with the deal and he agreed to go to the bank with us. Bank was closed for a holiday and ATM refused to accept the check saying it’s invalid. Carvana reps stated that the check can be accepted only by teller and offered to wait the next business day to verify the check. So, basically Carvana made you sign documents, pick up your car today and leave you to deal with invalid check by your own. Crooks!

I had the Inspection done again for the 2nd time and sent it into Carvana and received an email on 03/28/2021 that my registration was being processed, I received another email from Carvana on 04/27/2021 that my registration is on hold due to missing documents. I called and asked Carvana if they could please send me a copy of the paperwork I sent to them so that I can see what they are saying is missing and they refused to do so and said that no one has access to my application of title.

I called the dmv in Delaware and was told to come in, when I got there and spoke with them everything on my title of application was correct and they confirmed both of my inspections were done and were not missing any information and gave me a copy. At that point I took off from work 3 times to go to dmv and 2 times before I received the vehicle due to carvana cracking the windshield and not telling me until I'm there to pick up vehicle and then again when they told me to pick up vehicle and the vehicle not being at the location for pickup.

Carvana sent me another email on 05/12/2021 saying "Our team has confirmed that we currently have all of the documentation needed, so we do not need you to resend the inspection''. On 06/04/2021 carvana emailed me stating my registration again is on hold due to missing documents, I asked again if they could please send me a copy of my documents because I have a copy of exactly what I sent in and do not see any missing document or documentation. Still they refused to do so. So I sent in the paperwork again and received a email from carvana on 07/16/2021 that my registration is being processed.

I then receive a email from carvana on 08/19/2021 that my emission inspection expired on 08/04/2021 and my registration could not be complete, the statement made about my emissions being expired was completely untrue. After months of no call backs from Carvana a manager finally contacted me and told me that the information regarding my emission test was a mishap and that they have everything they need to submit.

On 09/01/2021 I received a email from Carvana that my registration was now on track to be completed, I then received another email on 10/09/2021 that my registration will be completed before my temporary operating plate expiration date, my temporary plate expired in august so that information they sent to me was completely false. I called carvana throughout the month of October and was constantly told someone will call me and no one ever called.

On 10/30/2021 I spoke with an advocate from Carvana named Sharla ** and she told me her supervisor Suzette would be giving me a call. I still have not received a call back as of 11/5/2021. I called the dmv in Delaware. They told me no registration is being processed under my vehicle VIN number I explained to him what’s been going on with my registration and was instructed to contact the dmv in New Jersey because of this negligence and file a complaint.

5 minutes *after* delivery was scheduled the 2nd time, a rep called to let me know the car hadn't been detailed or state inspected yet and therefore wouldn't be delivered until later in the day. Because I'll be unavailable after a certain point in the day, I let them know that wouldn't be possible. The rep then offered to let me pick it up within the next hour. Right when we were agreeing to that, she let me know then I'd be responsible for the state inspection. I'll be leaving town next week and won't be able to do that in the time window required. Now I'm in a jam -- I need a car no later than next weekend. I like this car. I also have no confidence I have a way of getting the car. The poor planning, communication, and honestly -- integrity -- is really disappointing and the opposite of what Carvana promises. Dealership it is. Wish I had done this weeks ago when I tried buying a car the first time.

What takes 10 days for tires and windshield, unless there's more to this and you're not saying. I wouldn't know because I can't speak with a supervisor. So, I have no peace of mind that this is even going to be a sound car, or that I would receive it on the now 3rd delivery date I've been given. Additionally, this costs me $ for a daily rental now to tune of hundreds of dollars. Oh wait! They just came back on the phone after 20 min on hold to tell me someone would call me because they can't transfer, so...yeah. This is fun. Yes, Carvana- you missed "many marks"

They finally admitted they made a mistake and that all cars delivered to NY needed to be registered in NY and they "missed that". I gave them a nearby CT address to deliver to instead, 10 miles away. They said they cannot deliver that car to CT now, only NY and only at a new date where I will not be around, a couple of days before my current car lease ends, which means I will not have a week to look over the car. They offered me nothing for all this trouble, not even an apology. I have lost the time available to me to find another vehicle. I'm out the money I've been paying to insure a car I do not have. My credit was lowered by their credit inquiry. Even a slimy used car dealership is better than this.

My main reason for the 2 star review is that the truck showed up with the tonneau cover for the back and the side step rails missing and Carvana did not rectify the situation to our satisfaction. The items were clearly listed as included in the sale on the website which is why we purchased even though the photos didn't show the items. It looks like the items were installed originally because the holes for the screws are there and they are listed on the original sticker. At some point they were removed and Carvana didn't notice when they purchased it (or some other mix up).

When we called Carvana, they told us to call SilverRock who informed us that they don't deal with missing items. When we called Carvana back they said that the best they could do was send us a check for $350 (and we called twice and asked to have it escalated). The missing items and installation will come to over $2000. We did get the old "you can always return it or exchange it" speech. We are keeping the truck because we like it but won't buy again from Carvana. False advertising is one thing but offering a token amount for the missing items is very disappointing.

I went home, back onto carvana site, looked up a car that I wanted, listed my car I was going to sell them as a down payment trade in. Now mind you this is the same car they said had two liens on it. Well anyway within 30 minutes of me filling out the information that I wanted to buy a car from them they called me straight away and told me my trade in cleared when do I want my new car delivered. That told me right there all I needed to know. The company is a scam. They don't want to buy your car. They want you to buy one of their cars and use yours as a trade-in.. Great big scam.

Then it was time to use the car vending machine!! I was given a huge token to put in the machine and watched my new car come down to the floor! It had a pretty bow on it too! My agent put my tag on the new car and I was on the road! The whole experience took an hour! I'm definitely buying my cars from Carvana! Everyone was so friendly on the phone and you get seven days to drive the new vehicle to make sure you like it!! Carvana gets a 5 star rating from me!

Customer service told me they lost the keys (there is literally a photo showing both keys in their ad). The customer service agent was nice enough, but when I spoke to her the following day she said a passenger mirror was damaged as well, and she had no authority to help me speed this process up and there was no one above her I could refer to for further assistance. The customer service department is clearly people working from home with no affiliation to the actual company. They are unable to resolve any issues, and no one cares to even try to help!

Well after I arrived in Ca I got a message that since I didn’t have a permanent Ca address the delivery couldn’t be done and I would have to have the vehicle delivered to La at my address. So the vehicle was supposed to be delivered this week then I find out that I still would not be able to ship the vehicle to Ca because Ca law is that the vehicle must be registered in Ca within 20 days. As of today I still have not received the vehicle. I called the company on Friday 11/5 and requests return call from a manager and as af today 11/9 I’m still waiting. I have spent over $1400 for airfare, car rental, and hotel room and still have no car. I’m very disappointed and dissatisfied with this situation.

As for the actual buying process, everything went pretty smoothly. Buying online was easy, and while I had a few questions, I was able to get them resolved relatively easily. The website offers a chat feature, but as I'm pretty sure it uses artificial intelligence, I wasn't able to get my questions answered there. No matter though, I was able to eventually text with a real human being eventually and got my questions addressed.

There was pretty good communication during the week before I took delivery and a Carvana rep called me and provided a call back number so I could speak to someone about the insurance and payment details. Carvana was good about providing reminders on what needed to be done. On the day of delivery, the driver was pleasant and helpful in providing some details about the vehicle. This was pretty nice, since it was my first time really speaking with someone about the details of the specific vehicle I was buying. Since it was my first all electric vehicle, having someone with some knowledge about it was appreciated. All in all, it was a good experience and WAY BETTER than going through the hassle and stress of negotiating with a car dealer. I've never in my life had to do that and it will be fine with me if I never do. Buying cars is a pretty infrequent thing for me but I'd probably use Carvana again in the future. Thanks Carvana!

Got word today and was told that the car was delayed, AGAIN. When I asked where the car was, I was told once again that it was in...you guessed it....HOUSTON, TX. Even though, I called numerous times and every single one of their sales reps told me the vehicle was in-route. I literally was told the day before it was set to be delivered that it was on time! What a DISASTER of a company. AVOID this company at all costs, seriously.

The money they charge for registration is part of the total price of the car so I’m now paying interest on my registration that I have to do myself. I have no idea how they accept to treat people like this and not have bad reviews. They could have at least offered something for all the trouble but all they kept saying every time I call about an different issue is sorry. If it had just been one issue ok I understand that but 4-5 issue later I’m done with them and will not use them again.

On October 22nd, the day before my temp plates expired, I called my state's DMV to confirm that the vehicle I purchased was registered to me because I still had not received plates. They said there is NO RECORD of registration for the vehicle I purchased. Carvana had NOT completed - or EVEN STARTED - the registration process. They said the process starts at the city level, and to check with them. I called my city's tax office, and was again told that NO REGISTRATION for me and my new car had been started.

I called the customer service and spoke with Jordan, who "spoke with the registration department" and they told him they completed it that day and put the plates in the mail. This was a FLAT OUT LIE because I literally had just hung up with first the state DMV and then the town tax office who both confirmed I have not been issued plates or a registration. So it was literally impossible for the plates to be in the mail. But, Jordan assured me they would be in my mailbox in 2-3 days. No. Today is 11/4. I just got off the phone with my tax office who AGAIN have stated the registration process has not been started.

Once the Carvana vehicle was delivered, I was told by the driver -- not via any of the many texts and emails Carvana sent me leading up to delivery -- that the vehicle had failed emissions. I was assured, however, that Carvana would cover any costs related to that failure. When my mechanic looked at the vehicle, it turned out that the emissions sensors on the vehicle did not have enough data to return passing results (so maybe Carvana had the battery disconnected prior to the sale). The only way to successfully test is to drive at least 100 miles, which I did not have time to do within the seven day return window. So, back to the online chat and mobile text support.

The previous assurances that Carvana would take care of me gave way to me being told I had to get everything taken care of within the seven day window, and that my only path to relief was to contact Carvana's warranty provider -- SilverRock. Keep in mind, this is for a problem Carvana brought on themselves. Don't deliver a car that hasn't passed emissions, and this never happens.

As I type this, I am several dozen text messages (and an hour) in, and requesting only that Carvana promise to cover the cost of an emissions test, and, on the off chance the car needs work directly related to any failure of that test, that Carvana cover that cost. I am getting nowhere with the service representative. If you can, at all, avoid purchasing from Carvana until they get their act more together.

Every mechanic I speak to suspects a blown head gasket. The car is not drivable at the moment, and must be towed to a repair facility. The mechanics that I have spoken to don’t understand how these issues went unnoticed in the company’s 150 point inspection. I believe the car had a bad motor at the point of sale. I haven’t even driven it 1000 miles. I have zero confidence in the 150 point inspection and in the company.

The car is still under Carvana’s limited warranty. I called SilverRock and they emailed me a list of their preferred service facilities in my area. I called each of them. They either cannot service the vehicle or they say they can perform the diagnostics but will then have to refer me to a certified Chevy dealer for repairs, depending on what they find. None of them are equipped to fix or replace the engine block.

I talked to the nearest certified Chevy dealer, and the head mechanic told me he has never heard of SilverRock and would not work with them unless they agree to his labor costs. I called SilverRock back, told them what he said, and after being put on hold for a while, they told me that they need to have the diagnostics done first and then they can negotiate the cost with them. It was after hours at the dealership when I got off the phone with SilverRock, so I will be calling the dealership back today. We will see what they say. I just feel like I have been given the run-around by both SilverRock and Carvana. I am beyond angry and frustrated. I have reached out to Carvana as well via chat and text. That seems to be the way they prefer to communicate. Each time I have reached out asking for a number to call, and they fail to give me that information.

Then, because I have only a computer and no hand-held device or cellphone, I ran into many more issues. (They require you to scan and send your driver's license and proof of insurance to the deliveryman via text message! Trying to figure out a workaround was a huge pain in the tush. I finally had my sister who lives out of state provide them what they required. They then asked her to provide a selfie!)

When the vehicle was delivered, I found several flaws that Carvana obviously chose NOT to reveal (nothing huge or major to make me cancel the order, but enough to leave me feeling cheated): a foot-long scratch down one side--not down to the metal, but definitely through the clear-coat. The front bumper has some slight dimples, and upon closer examination, I can see that it was dented--it's been straightened out, but the blemishes remain. It is also missing the floor mat behind the front passenger seat. All small items, maybe, but I should not have to expend money when someone clearly omitted these details in order to sell the vehicle.

The capstone was when I checked my bank account and found that in addition to the withdrawal for the $15,000 cashier's check but an additional $15,000 auto-debited from my account WITHOUT MY WRITTEN OR ORAL PERMISSION. I did not even given them my bank account number. This is simply illegal. And after over an hour on hold with customer service, nothing has been resolved. They want me to recommend this program to my friends? I LIKE my friends and want to keep them as friends! Never again.

Then we meet the actual irritating aspects. I have read many reviews that stated issues with the arrival of their car and moving forward. Well, same. The vehicle itself was in great shape inside and outside, clean and smelled good. Immediately during my 7 day (technically 6) return period I went and got a private inspection that found that the rear tires were cupped, brakes below 3mm and a wheel bearing needing replacement. This is something you would ABSOLUTELY catch in the “150-point inspection” they claim to do. Instead, I was put in a time consuming position to have the repair shop fix it; however, the warranty through Silver Rock covered everything but the wheel bearing.

That was said to be covered under manufacturer warranty. Now another shop, another frustrating time consuming issue. These aren’t small unnoticeable issues. I kept the car because after these fixes my mechanic trusts it’s a good car to keep. All in all, these are issues that needed to be fixed prior to a sale, especially the dangers a wheel bearing issue can create. I will not purchase again through Carvana, but I will continue this journey and see where it goes. Side note: I hate that they put the temp tag in the window instead of taking time to create a tag where the license plate goes, instead it’s a big blue CARVANA tag. I’m embarrassed enough to have had to go through these issues with a new car purchase, don’t make me even more with the tacky tag

I got my Acura delivered and did not love it. This was not Carvana's fault and luckily they do have a 7 day money back guarantee. I called to get this car swapped and it took over an hour on the phone with them to make this happen. I set a drop off date and got off the phone thinking all was well. Then, I got an email saying they needed a copy of insurance, so no problem I got that and emailed it over, since the instructions said to send it in. The next day I got an email saying that my delivery was CANCELLED because I did not submit insurance. So I call and there was "Nothing they can do because it was sent to an unmonitored inbox."

There were no instructions or other places to upload it, yet somehow it was my fault and the delivery couldn't be rescheduled for a week. However, in the 7 day return policy, you cannot drive over 400 miles, so I was very close to my limit and was restricted on how much I could drive while waiting for this replacement vehicle! Therefore, I scheduled a pickup instead, to get it sooner. I went out of my way to go to the Carvana location, and was treated like I did not matter. The salesperson barely spoke to me, did not let me do a test drive, and they did not have record that I was trading in the old car. I really wanted Carvana to be the convenient, low stress car buying solution, but this was really stressful and a challenging process.

My first reported issue was turned down immediately stating it was “normal wear and tear”. I then decided to call about the oil not being changed and the grinding brakes - and of course, they shut me down immediately saying SilverRock will not cover “normal wear and tear” items as per instructions of Carvana. I attempted to explain this is how the car was delivered and a $30,000+ used car should not be sold without this basic reconditioning being completed. They told me they would not cover anything and I would need to take up my issue with Carvana (which I originally did). At this point I realized I’m stuck with the cost of an oil change and new brakes.

In addition to this, the same day I was told there would be no coverage for my issues, I received an email from Carvana telling me they need information from me to complete my registration. The message indicated they needed proof of registration. I found this odd, as before they would even deliver the vehicle I had to provide proof of valid insurance. Note my delivery was delayed multiple times and I ended up paying for over two weeks of insurance when I didn’t even have the vehicle. I decided to call Carvana about this issue. I explained I have no problem uploading my proof of insurance, but I had previously done so and I was worried it was incorrect and/or insufficient. I was put on hold while this was “researched”. The call-taker returned to say he did in fact see the insurance and it was sufficient, but they requested I still upload proof “just to make sure there are no further delays with the registration process”.

I immediately uploaded my insurance documents as requested. Now I am once again waiting. Since I am still technically in the “trial period”, the registration process hasn’t officially begun. This is a difficult situation because in my state, a valid state registration is required BEFORE a state inspection can be completed. I was hoping to have the state inspection done ASAP as it would potentially fail on brake issues to support my claim (Carvana sold me a car for over $30,000 and it had bad brakes). Needless to day, because of all the negative feedback about the registration process at Carvana, I am certain my registration process will be loaded with issues.

Right now, as I stated in a previous review, the car is at an inspection station (one which is not affiliated with Carvana) awaiting a complete “pre-sale” inspection which would cover everything a state inspection would (and more). I am hoping it passes, but I am not holding my breath. I have no problem paying for this inspection out of pocket now the I have absolutely no faith in Carvana’s “150-point inspection”. This is not only because of my own experience, but also supported by all the negative reviews around things being missed during the inspection. I will post an update when I learn more from the 3rd-party inspection.

Original Review: In terms of the online shopping and purchasing experience, everything went well. The site was easy to navigate and understand and I was able to find a shortlist of vehicles I was interested in. Once I selected, the purchase process was easy as well. I signed documents online as well as uploaded documentation to verify my identity. It all went very smoothly. I selected a delivery date and I was all set. About 9 hours prior to my delivery time, I was sent a text message stating my delivery had been rescheduled and I needed to once again sign my contracts. I called in and was told the truck on which the vehicle was being transported had experienced a breakdown and all the vehicles had to be taken to the closest Carvana center. My delivery was rescheduled for over one week out. I was instructed this was a rare occurrence and to call in the day before my newly scheduled delivery time.

I woke up the day before my delivery and received a text message stating the delivery was on track and it would be delivered at 8:30AM the following day. I called Carvana about two two hours later just to confirm the delivery was on track. During the call the representative discovered another delay and told me I'd have to once again reschedule the delivery. She was unable to determine why it was delayed. I asked to have the situation escalated, to which I was told there is no escalation process for issues and nothing can be done. My only option was to re-sign the contracts and accept the new delivery date and time. I've done this - and I am still waiting. I will call to confirm and I intend to update this review as things progress. The current one star review is primarily driven by the fact the call-taker told me "there are no escalation processes for issues".

I took time off of work, purchased flights for my daughter and myself and booked a hotel. Much less than 24-hours prior to my flight, I received a text that the car was not there and something to the effect of "sorry for the inconvenience." Inconvenience?!? A person should've called me. I was promised a compensation of a wimpy $500 for this, which was not even close to the money I spent, and I still have not received the compensation months later. I've called numerous times and am told each time that it's at the treasury department to be approved. Then they took out my down payment of $2,000 TWICE and I had to wait for that to be refunded after they turned my checking account into a disaster of overdrawn fees.

I was told I could be compensated but didn't waste time gathering the info. This time as their first $500 "compensation" for "inconvenience" never came. Then it was the uber they promised from the airport that was not booked as promised. Now it is the registration. I purchased the car in August 2021. We are almost into November and no one can tell me where the registration is at in the process. Their website provides nothing new. I asked for the information I needed to register it myself because I'm not waiting any longer and they told me I could not do that; again keeping my registration money without an idea of when it will be accomplished.

The one positive thing I can report is all of the customer service representatives are very very lovely people who are kind to the core, but they are not able to tell you anything other than "it's in process" and "I'll check with that department." They are sweet and understanding but have zero authority to make anything happen or to transfer me to someone that can. I'm beyond disappointed with my experience and will tell every single person I know and can to avoid this company like the plague. Great idea, but it is run in a haphazard manner, clearly poorly managed, and ultimately wasting their customer's time and money with zero resolve after months of a dissatisfied customer trying to amicably address problems. I do not have 30-60 minutes each week to spend on the phone with Carvana to be told, ever so kindly, that they cannot answer my questions about compensation or registration. AVOID CARVANA!!!! Go to your local dealership.

Ps. All of my service lights went after purchase... still waiting for appointment to get that checked. Hoping they did the service Carvana stated they did and that my next service date provided by Carvana is correct. But, as one might suspect, given my terrible experience thus far, I have no faith any service or inspections were done by Carvana at this point.

Yet, on June 4, 2021, I received a text message indicating the car would not be delivered on time. A representative then indicated that the delivery would be rescheduled for “6/24,” and that Carvana would offer me a $450 goodwill payment after the 7-day money back period once the car had been delivered. I accepted this accommodation despite being frustrated at the continued delay, because I felt Carvana was acting in good faith. However, I subsequently affirmatively reached out to Carvana on June 9, 2021, via text message to inquire as to whether I would receive a new contract to sign given the new delivery date.

Only upon affirmatively reaching out to a Carvana associate was I then informed that Carvana had actually rescheduled my new delivery date for July 24, 2021, as opposed to what I was initially told and expected, June 24, 2021. Had I not affirmatively reached out to have Carvana send me new contracts, I would never have known that a mistake had been made on Carvana's part, and that I would expect to receive my car a full month after it had been scheduled to be delivered, which was already nearly one month after its initial delivery date. Consequently, my delivery date was moved up to the earliest possible date, which was no longer June 24, 2021, but July 9, 2021.

After this third delay, I asked Carvana to lower the purchase price of my vehicle by $500 in lieu of the $450 goodwill payment. They readily agreed. However, when I reviewed the updated contract, they had raised the APR from 4.054% to 5.896%. Obviously, that was unacceptable to me. I told them to honor the original APR. They agreed they would fix it within 2-3 business days, however I did not receive an updated contract to sign in the days leading up to my supposed July 9, 2021 delivery, despite repeatedly checking in.

On July 3, 2021, I once again received a text message indicating my car would not be delivered on July 9, 2021, and had been rescheduled for delivery on July 23, 2021. I was told the delivery was rescheduled because of a "driver call out." I had still not received an updated contract with the renegotiated terms. At this point, I genuinely believed there would be no end to the number of delays, despite Carvana having had the benefit of my down payment for over two months. I indicated to them that I would be filing suit on July 23, 2021, if my car had not arrived (I opted out of arbitration), as I felt it was the only option left to me. After this, I was finally sent the updated contract with the corrected APR and lowered purchase price, and the car arrived on July 23, 2021, as scheduled.

The fun didn't stop there, however. I noticed the engine wasn't turning over well when I started it during my initial review at the time of delivery. The delivery driver made a note of that and filed a claim on my behalf. I continued to use the car until 36 hours later, when the battery died in the grocery store parking lot. All in all, a horrific experience that made me feel both disrespected and gaslit.

I will say that their customer service folks were always polite and professional, and that they did recognize their shortcomings by agreeing to lower the purchase price. But the fact of the matter is that they routinely breached their contract by failing to deliver on time after securing my down payment, which put me in the terrible situation of feeling I needed to sue to enforce that contract. And I incurred many costs in the form of car insurance for a car I did not have possession of, ride share, and car rentals in the interim. The car, however, is great so far. Unfortunately I didn't get to enjoy it for much of the summer as I intended.

I scheduled the repair and then I was charged the full amount to my bank account after the repairs were completed. The mechanic who fixed my brake pads also let me know that the CV boot was cracked (which holds the brake fluid… The brake fluid was reported low on the original diagnostic report). I have since been trying to get this resolved through SilverRock and CARVANA and I keep being told the same thing over and over that it’s not covered through SilverRock and Carvana advocates keep saying a supervisor will call me back in 24 to 48 hours. It has been a nightmare of an experience for me. CARVANA is full of empty promises and they don’t care about you at all. I have a newborn baby and a seven year old. I can’t afford all of these car repairs with this brand new car payment that I just got myself into.

Original Review: Oct. 25, 2021

Carvana made me a reasonable offer. I have been trying to accept the offer and send all the required paperwork. It is like Carvana is not familiar with how Titles or registrations work in Michigan. My title is clear and signed off yet they want me to go get a new title. It does not work that way in Michigan. The customer service person keeps calling someone else for answers but will not let me talk to someone with authority to clear up this issue.

1. The delivery was delayed due to an error on their end.

2. The car I received (only 18k miles) needed a new rear differential which would cost close to 3k. When I called to report the issue, they told me they would not cover it and to bring it to a dealership. They never apologized, never gave me any money back, and never did anything to fix the car. They informed me every car goes through a 160 point inspection yet they missed the loud noise coming from the rear differential? Either their mechanic is incompetent or they enjoy committing fraud.

3. The car showed up with an extensive amount of damage which was not reported. Multiple scratches and chips were present on the hood and doors. I was told I would receive two keys, however was only given one. They told me it is MY responsibility to obtain another key.

4. When I tried to return the car, they returned my original car without the title, registration or inspection sticker, so I couldn't even legally drive the car. When I told them I would not accept the car without the title, they told me they had no clue where the title was and were not sure how long it would take to receive it. They made it virtually impossible to get my car back.

5. They charged me for new license plates, even though I specifically said I was transferring my old plates. I still haven't received a refund.

Carvana is the most mismanaged company I have ever dealt with. They made the experience of buying a new car an absolute nightmare. If you choose to buy from them, good luck. Be prepared to be on hold for hours listening to terrible hold music. I'm not a fan of dealerships, but anything is better than Carvana.

I live in Downtown Chicago - leaving a car on the street with the keys hanging off the window isn't something I would advise doing. But... I had signed away all responsibility of the vehicle so I didn't worry too much. Thankfully, about 12 hours later that evening the tow company came by to pick it up and in about 10 minutes was driving off with my vehicle.... so as long as the money shows up in my account tomorrow, I'd say this was a near perfect experience.

Mechanical wise the car was in good shape. It didn’t get an oil change or tire rotation when I got but I didn’t make a fuss. However the inside of the vehicle was extremely dirty and had a terrible odor. I was discouraged at first and I wasn’t going to keep the vehicle. But I knew it was easy fix and I was informed if I paid to the vehicle detailed I would be reimbursed. So I trusted the process and spent $150 getting the car detailed. It still needed another detail to be completely clean because it was that dirty and still is. This happened a month ago and I am still waiting for my reimbursement check from Carvana. Each time I call to follow up I get the run around and excuses. It’s a good company to work for however buying a car I wish I would not had given it a second try.

Just as I was completing my order the advocate says "Haven't heard from you in a while, so I'm leaving chat." And boom she's gone. I ask for another advocate, and the next one is so slow in responding that I wouldn't be surprised if she had 5 other conversations going on, which is likely considering the labor shortage. She eventually confirms that I'm still in my 7 day window and that I'll be able to return my car, but she had little to no information on how that switch would take place, nor was she able to correct the EXPIRED error on my profile or flag that original vehicle for return somehow. The very next day I'm still getting texts from Carvana asking how I'm enjoying the first car.

Shouldn't I be getting texts mentioning the return process instead? Considering how much money this car is worth, the prospect of not being able to return it is very alarming. Obviously these are little things that will need be fixed, but in my case are causing more stress than if I had just gone to a normal dealer. The used auto market is VERY hot right now, but labor availability is BAD. As such, Carvana is really struggling. Still, prices are quite competitive, and the process is smooth as silk. This really is one of the best ways to get a new car if you don't want to deal with those annoying dealerships. I can see Carvana being a future giant in the car industry.

I wish the online service and support was better, but I felt like every part of the process I had to call in again because something didn't come from Carvana that was supposed to. It shouldn't be this hard to buy and register a car, but outside of getting my car from the vending machine, every part of this process has had problems that I had to engage customer support to resolve and it usually took more than 1 call to resolve each problem, extremely frustrating. I'm waiting to hear back from them still so I can finish registering my car which will not happen now by the time my tags expire. I suggest they do more proactive follow up with customers to make sure the ball doesn't constantly get dropped like it has with my experience.

Customer support is spot on even their automated system intelligently responds with good information based on keywords. if you need a human the wait is sometimes non existent. At it's worse I waited 8 minutes. Delivery was smooth. Minor hiccups existed with vehicle (odd smell, missing floor mats) but I was reimbursed for cost of detail and mailed floor mats. The service overall was so awesome I immediately spread the word when I got to work, to family and to friends.

After a lengthy delay, she said my delivery date was now pushed back 11 days because I inquired about a CarvanaCare option. She still had not provided a quote, and stated further that she warned me this would happen, implying I was at fault. She said my only option was to accept the new estimated delivery date or cancel the order. She still had not provided a quote. I cancelled the order. I received no email confirmation of the cancellation. The Carvana dashboard now has no history of my purchase contract or order. Makes me wonder if there would have been a delay regardless or I was just had a terrible customer service experience.

Customer service reps for this particular company should be as follows: Regions to Districts with managers to Assistant District Managers (all with full executing authority) to local area teams to EXAMPLE: twenty members per local area team 5 team members for A through E (last names). 5 Team members for F through J (last names). 5 K through O. 5 P through T. 5 U through Z (yes I know this would be six, but really how many last names start with Z (probably millions). A program obviously in place to ensure each customer gets routed to the same team so they can communicate and alleviate the stress and confusion of missing deadlines and or each customer service rep having absolutely no clue what the customer is talking about.

"Remove all the rumor mill stuff like. We need to call your bank on a three way call to make sure you have enough money in the bank to make your down payment..." UHHH I will NEVER let ANYONE here the details of my bank account let alone some random stranger from any company, but when I said I wouldn't do this, the very next call I got was "oh that was not right. We don't require that." Answer to this is simple a company wide Standard Operating Procedure that has the answers to all of these questions and the exact acceptable process and documents needed to move forward.

So I am just critiquing this so far as I am impressed but skeptical as H. E. DOUBLE HOCKEY STICKS about it. But so far, so ok. If my vehicle isn't here by the 12th then I will without a doubt cancel the entire deal and go to a dealership with my funds...And another deal breaker will be if my quoted offer for my trade moves to the left in any way one penny even, deal is off. I mean I have disclosed every possible thing the vehicle has wrong and right. They accepted that, nothing has been hidden and if they back out or change it anyway. I walk. All the reps so far on the phone although not aware of who I am in any way have been nothing short of OUTSTANDING customer service reps, so absolutely A+ on that side. Three Service Vet Out for now...

A month later, the car was delivered and it had some cosmetic issues that looked like someone spilled something corrosive on the black window trim. It was noted on the delivery and Carvana’s warranty agent contacted me next day to authorize repairs. I ended up just getting a can of trim paint and fixed it myself. It was quite minor. Next was the end of the 7 day return policy which ended yesterday. Today I receive emails and text messages saying I need to provide a document called a Security Agreement From Third Party Lien Holder. It supposedly is some type of final loan agreement that is not possible with a NFCU preapproval loan check. Technically, the NFCU preapproval it is not even a final loan until the dealer (Carvana) completes their part on the NFCU check and deposits it.

I contacted NFCU and was told there are no loan documents until there’s a deposited check from the dealer. Technically there is no actual loan yet! The folks in Carvana registration seem completely lost at the art of cashing a check. Something dealerships can do very well. The folks in Carvana registration seem stuck in a traditional financing mode where the person shops for a car and then goes out and makes a loan agreement for that particular car. The NFCU preapproval check is not specific to any car, in fact it has a place on it to fill out the VIN and a place to fill out the mileage on the check.

An NFCU preapproval allows the user total freedom to go out and take up to 3 months to find a car and purchase that car. It has a maximum amount on the check but the user is not obligated to spend the maximum amount. The user is not even obligated to purchase a car! There is NO loan until the check is signed by the purchaser and the dealer completes the car portion and deposits the check. Carvana is asking for a loan security agreement when technically there is not even a loan yet. Not until they deposit the check!

Furthermore, NFCU has different interest rates depending on the year and mileage of the car and final loan payments cannot be determined until the dealer submits the check for the amount of the loan, the year of the car and the mileage. Only then can NFCU send out a truth in lending loan statement or the Security Agreement From Third Party Lien Holder. They cannot send this out when there isn’t an actual loan yet.

This is my fourth time using NFCU preapproval and Carvana has found a way to completely ruin an otherwise super easy experience. Now I have to go and spend time on hold with NFCU tomorrow and then add more hours on the phone with Carvana on my day off and now my dislike for traditional dealerships is not as bad it used to be! At least dealerships know how to cash a check. Since Carvana took a month to deliver the car, this pre-approved loan check only has a few weeks left before it expires! Each time I call Carvana I have to explain everything all over again to a completely different person! A bit annoying!

After over two hours with their national call center I threw in the towel as they couldn’t get someone out for 5 days to see what’s wrong with the broken down vehicle they dumped on my driveway this morning!! I told them to come get their broken down car and give me my money back!! Run from CARVANA! What a joke this place is! First they delivered a broken car to me and then they tell me I have to wait 5 days for someone to come to my home to figure out what’s wrong with the broken heap on my driveway! I will never shop at CARVANA again! NEVER! Run!

When I finally got the car delivered of course I was excited. The guy who dropped it off explained that he did an oil change on the car but didn’t replace the oil filter? Which was odd. But whatever. Their "150 point inspection" that they’re supposed to do DEFINITELY WASN'T done. The car actually had no engine air filter in it which I had replace and put in myself and then for the oil, Valvoline explains to me that they overfilled the oil also. Not only that, the cabin air filter was disgusting!! And Carvana says they usually give a new battery with every car. Well not mine. That’s not all…. The car was so gross inside!!

Thankfully it’s leather seats. The black, disgusting stuff that was coming off and there it was black crud stuck to the windows when you roll them down and the gunk that I still cannot get off the windows. Also the filth and dust just everywhere inside was just gross. They definitely didn’t clean it either. You can tell this car must’ve been sitting somewhere without being driven for AWHILE. So yeah, other than so far the car riding smoothly. I had a bad experience. Sorry Carvana!!

Negatives… You can’t control a lot when buying a used auto; the mileage, wear and tear, etc. One thing you can do is make sure the car is clean. My vehicle was delivered in desperate need of cleaning. I’m not talking about a week or two of sitting outside. The mirrors, windows, overall exterior had little or no attention given to it. It was vacuumed and had a ton of tire dressing on the tires. The windows, inside and out were really dirty. I didn’t expect it to be detailed, but the basics were neglected and they shouldn’t be.

Also, although the backup light was replaced at no cost, it did require a lot of my time. The first recommended repair center advised going to a Jeep dealer, which took two more trips. Thankfully it was fixed at no cost other than the time, but as with the vehicle cleanliness, it’s something that should’ve been noticed, addressed or disclosed. Overall I’m very pleased with the Carvana experience. The few negative aspects could have easily been prevented or avoided to made it an outstanding experience.

After finally getting that done, my delivery was delayed twice (so far). First just a few hours before the delivery. Later, 10 days ahead. In the middle their "advocates" tell me they're prioritizing shipping my car... I wonder what would a lack of priority look like. Bottom line: all tools and processes to digitize the car buying experience are mediocre. The people using using them try their best, but can't beat the limitations. I still haven't received the car, and have no idea when - or even if - I eventually will.

During coordination of delivery with the third party, the experience was significantly different from the rest of the process. They were rude and not accommodating. A window of time was established for delivery the day prior, we made arrangements accordingly and on the day of delivery we received a call from a different person informing us the delivery would be three hours earlier than arranged and they were unwilling to offer any other solution other than I had to be there at three hours earlier than planned. It was inconvenient but we made it work. The unfortunate part was the rudeness of the representative I spoke with at the third party. Finally, Carvana indicated they would send a $50 gift card for a car wash. I have had the car for over a month now, and still have not received the gift card. The $50 gift card is not necessary, it's a nice gesture, however when the offer is not fulfilled, leaves an poor impression. Either don't offer it or actually send one.

On top of that Carvana is difficult to get documents from, I spent about 6 hours trying to get a proper purchase and sales so that I could get the financing lined up. You would figure Carvana would want to make the experience easy. After about 10 hours working on this purchase so far, and there is still more for me to do. When I complained to a Carvana rep about spending so much time, they replied that it is not such a bad thing to waste time, and it really isn't frustrating. Which is pretty darn frustrating to have someone tell you that your time is not valuable and what you are feeling!

On the good side the cars look to be in good condition, and at least with what I hope to receive (fingers crossed I will actually get all the paperwork done to actually get the vehicle), the price seems very reasonable to other car dealers and even private deals for a similar car. In the end, not worth the time, but I have spent so much I feel I have to see this to the end.

Original Review: Oct. 4, 2021

I am absolutely disappointed due to the repetitive inconveniences from dealing with Carvana, from the purchase to registration problem after problem, and the excuse is always "due to covid". I called and waited on hold for 30 Mins, Waited for a call back, never got one in a hr...so I called back and said if I'd like to purchase a car and a real life person answered immediately, so it's clear to me where they have pulled their resources from, customer care is not a priority.

First they were a week behind on car delivery and waited till the time of the delivery to tell me they were were week behind, and said we will send a check to say sorry...that was 3 month ago. Never got it. Now my paper registration is expired and they have not called to say anything about it so I called them and they said I have to do it myself, and they can't tell me when I could possibly get my plates and sticker, another inconvenience, now I have to wait in line at a DMV somewhere because they dropped the ball....again and will not inform you unless you contact them and wait on hold for hrs.

The purchase experience was pretty smooth. I was not doing a trade-in and was not financing anything, so no experience with that part. I was instructed to show proof of funds by securely linking my bank account to their website. After I was approved for purchase, I was instructed to obtain a cashier's check from my bank, take a photo, and upload it to the site as proof readiness for the transaction.

The day before my delivery date, I was notified there would be a two day delay. No real explanation was given. I called to find out more information and was told the vehicle had made it to the local hub too late and they needed time to perform their pre-sale checks and do a detail. Frustrated, but no sweat. Then, again the day before my revised delivery date I was notified the delivery would be delayed three more days. No real explanation given. I called to find out more information and was told the vehicle had not yet been shipped from its original location. Different from what I was told before. Frustration building.

The truck was finally delivered on the second revised delivery date. As the driver pulled up with the truck on the flatbed I immediately noticed two things. 1) The truck's bed was not 6 1/2 feet as advertised in the listing, it was the shorter 5'10". 2) The dent above the driver's side rear wheel well was more pronounced than appeared in the pictures. Frustration building even more. But, not enough in my mind to shut down the deal just yet.

During the test drive I noticed a bit of a whining noise of which I reported after the drive. Even more frustration, but in spite of these things, and for many factors including low availability of trucks in general, I decided not to reject delivery at that time and would use the next few days to decide whether I was ok with a shorter bed, what it would take to repair the dent, what that whining noise was, and ultimately whether I wanted to keep the truck. Frustration growing even more. Not a good car buying experience.

After driving it over the next few days, I also noticed the transmission was hard shifting - a lot, and the truck would even shudder periodically while driving at freeway speeds. These should not be issues in a 3 yr old truck with a price tag of nearly $50K. I ultimately decided I am not spending that kind of money on a new (new for me) vehicle only to then have to deal with the aggravation of fixing multiple major issues. I decided to return the truck to Carvana. Frustration starting to subside.

The operator I spoke to about returning was quite pleasant. Not a lot of fuss over getting the return arranged. At some point during the call I was asked if I wanted to find another truck through Carvana, I declined. "I'd just like my money back, please." I was told by the operator the person picking up the truck would have my cashier's check and would give it back to me when they picked up the truck. Frustration alleviated. Except I'm now back to the beginning of my truck search.

When the Carvana employee came to pick up the truck, we went through the return process including signing some paperwork. As we were nearing the end of the transaction I asked where my cashier's check was. The employee informed me she did not have it and that it would be sent to me at some point in the future - she didn't know when. She did tell me I could call Carvana and request it be overnighted. Not good. They now have their truck back, and I am left empty-handed. Frustration building back up rapidly.

A few hours later I called Carvana to inquire about how my cashier's check would be returned. (Remember, this is a cashier's check for $49K. The money is withdrawn from my account when the check is issued by the bank. Cashier's checks are legal tender - not like a normal check. The check itself needs to be back in my hands before I can put money back in my account). After several conversations and being placed on hold multiple times I was ultimately told their treasury department was backed up and the operator I was speaking to couldn't get an answer for me.

She would have to get back to me the next day. To which she did. She informed me the check had not been cashed by Carvana and that I could just go ahead and cancel it with my bank. She couldn't tell me when the check would actually be sent back to me. End of conversation. Well, as stated before, cancelling it is not an option unless I want to pay $1,000 (non-refundable) to issue a bond against the cashier's check and report it lost or stolen.

So I called Carvana again. This time the operator was able to tell me the check had to be sent to their corporate office first before being sent back to me and that it would be 10 or more business days. Huh? I'm 30 minutes from the Atlanta hub, the check is physically in the Atlanta hub. It has to get sent to Phoenix for 'processing' before it gets sent back to me???? I told the operator that I could not accept that. I would even be willing to drive to the Atlanta hub to personally retrieve my check if necessary. The operator told me he would see what he could do. At this point frustration is overflowing.

The next day, Friday, (the truck was returned to Carvana on Wednesday), towards the end of the day I called back to Carvana to find out what was happening. I was informed that the Atlanta hub had placed my check in the mail to be sent directly to me via USPS using the fastest way possible. I was told I would shortly be receiving an email with tracking information. Frustration subsided - sort of.

Today is Sunday (two days later), I have yet to receive an email with tracking information, and there is no sign of the check yet. My overall experience with Carvana has been extremely frustrating to say the least. It seems that as long as there are no issues with the car being purchased, it is a smooth and pleasant experience in most cases. However, if you need to return a vehicle - not so much. Their returns process seems very poor. No one has communicated a thing to me about how I'll get my check returned to me. All communication has been initiated by me. And even then, no one really knows what's going on. I am hoping and praying my cashier's check will come soon. My stress level is extremely high right now. I will never buy through Carvana again.

My new car was delivered to me at my home on time with no delays. The car I traded in was picked up at the same time. Incredibly convenient. The delivery driver was careful, followed strict protocol, was informed about my specific transaction and walked me through the paperwork. Carvana processed my registration exactly as they said they would with no problems at all. It arrived in a timely manner via FedEx. There is a post-purchase dashboard available to me where I can easily see warranty information, expiration dates, get ahold of customer service...anything I should need. I can't say enough about this whole transaction. HIGHLY recommend Carvana.