Carvana Reviews

Additionally, because of the delay to get things registered and receive plates, I missed out on over $500 of rental income (I rent the car through Turo and literally had to turn down rental bookings) because I couldn't rent it while it had an expired temporary operating permit and no plates or proof of registration (they also refused to issue a new temporary operating permit, citing legal reasons which I was told by the MVED should not have happened) -- I bought the car on 3/21/2022, the temp expired 5/6/2022, it didn't get registered until 6/17/2022, and I won't get the package for 5-7 more days.

I will say that Carvana's customer service was always there to take my call or chat and usually had minimal wait times, but they weren't able to provide details about the status of the registration because they contract out that process to a third party. Carvana needs a new vendor for that service or they need to bring it in house and change the way they do things.

They literally mailed the registration paperwork that they had in my state across the country to New York, to then send it back to my state DMV, and then back to New York, and then back to me. If I had been given the choice to take care of registration myself, I could have walked into my local DMV office and walked out with plates and registration in hand the same day. Instead, I had to go through months of frustration and anxiety, loss of income, threats of having to refinance my loan because the lender hadn't received title, feeling like I couldn't legally drive the car and risk of impound, and the list goes on.

Just know what you may be getting into. With the right expectations, it will be fine and the customer service will be great. It sounds like they are working on improving things, and I hope to read reviews soon that reflect that. But a lot of people have had similar experiences to mine.

Then two days before it was supposed to be delivered, I got a flippant text saying that the delivery has been delayed for ten days, and oh that they are sorry of course. That was the day that I learned that the Carvana Credo is “Over-promise, under-deliver – literally, apologize, repeat.” I immediately called them and said that they cannot do this to people, saying that they obviously need to learn more about logistics (using a Seinfeld-inspired line that “your whole business is getting a given car from point A to point B when promised, and you can’t even do that!”). They were very apologetic, which I learned over the next few days, is their standard approach. After a few phone calls, I learned that our car was sitting in a nearby city about 100 miles away (making me wonder out loud why it would take 10 more days to get it to me, to which they – you got it-- apologized).

After way too much time on the phone, I was able to set it up so that I could go pick up the car in a few days. They promised it would be all set when I got there and that all would be fine, and even said that I would receive $250 from them for my trouble (not even close to covering my time and gas as it turned out, but still a gesture that made me think that the bad times were behind me and that it might just work out).

Then I saw in my online account that they now were changing me $500 for delivery – that is, it went from free delivery to my home to charging me $500 for me to drive 100 miles to pick it up. So another way too long phone call with them apologizing. The “customer advocate” (so much is wrong with this term) said that they would refund me the $500 a few weeks after I got the car. With little trust in Carvana at this point, I did not want to go this route and said instead that they should just erase the delivery fee.

At this moment, I did see that they person on the phone was indeed being my advocate, helping me work around their poorly-functioning company – they confessed that to try to erase the fee, it would put us back at square-one and that I would have to start all over again in terms of arranging the pick-up, perhaps losing my place in line. Wow. By now, I am starting to be in awe about the depth of dysfunction in this company. If I only knew what awaited. As I am driving to pick up the car with my daughter, half-way into the trip, we get a call from Carvana. They apologized and said that the car would not be ready for another week, and they wanted me to know before I drove to the pick-up center (them thinking they were being thoughtful). I told them to hold on.

We pulled over at a rest area and my daughter wisely left the car as I continued the phone call. I admit I lost it, yelling righteously about all that has gone wrong already, that we are going to continue our trip, and that the car better be ready when we got there. By now, a supervisor was on the phone. They said that the car was not at the pick-up center, instead 8 miles from the pick-up center, and that, sorry, I could not go get it where it was. So I suggested without a hint of sarcasm that they send someone over to pick it up and get it to the pick-up center. This discussion went back and forth for a while, and they said they would call me back in 10 minutes. And they actually did call me back in 10 minutes, saying that the car would be ready when we got there.

My daughter and I talked about just forgetting about the car and going elsewhere. (In my many phone calls up to this point, Carvana had suggested several times that I could easily back-out, no problem. I am guessing that this is what they wanted me to do because I was being too difficult for them. Note that I do not enjoy being difficult, it is too much wear-and-tear, but it was the only way to work around all their dysfunction.) But we wanted this car and decided to continue on with very low expectations that we would actually get the car that day. Perhaps that is the key when dealing with Carvana, have very low expectations. This time it worked out. We got the car with no drama with the pick-up. We spent time inspecting it, and it checked out. But on the ride home, I noticed that the car shook some when over 60 MPH. Something for our mechanic to check out I thought.

The next day, our mechanic said most all was great with the car, except that one of the front wheels was badly bent. I guess that making sure that the wheels are not badly bent is not among the Carvana 150 points of inspection. Rather than dealing with Carvana on this matter, I decided to just pay for a new wheel so we could take the car on our vacation. And then await our checks for $250 and $500, along with the registration and title. We again had low expectations that this would all work out, and were especially concerned about the registration and title, given what we had read in the reviews about ongoing troubles with this part of the process. And again, the low expectations trick worked, for everything arrived as it was supposed to.

Was it worth it? Not even close. I would rather do battle with dealers or unknown individuals when buying a used car – at least I would know what to expect. Carvana is not a better way, just a different way to make you feel stupid when buying a used car. Finally, Carvana, I do not want to hear anything from you in response – you apologize and over-promise so much that no one takes your apologies or promises seriously.

Later that evening, I drove the car for about an hour and tested several common driving speeds and scenarios. I started noticing that the brakes would grind when I stopped even at slow speeds, a burning oil smell inside and outside the car, smoke coming from under the hood, and that the steering wheel would stick. Further, the transmission felt like it was also slipping from 1-2 gear, which caused the car to chug, and an alert button illuminated on the dash that indicated that the car was 11K miles over the recommended service mileage milestone.

The next day I took the car to a Carvana authorized repair facility, which means that the evaluation and any subsequent repairs authorized by Carvana’s insurance company (SilverRock) would be covered at no charge to me. The facility checked it out and found that the transmission was leaking so badly that the bottom was covered in oil. They said that the car needed all new rotors and brake pads. They recommended that I take it to a BMW dealership to get a thorough assessment because they didn’t have the parts or the experience to fix.

I asked the facility to call SilverRock to let them know the diagnosis and the facility refused. They said that they didn’t want to wait an hour on hold to speak to someone. Further, the facility said that when they have been able to speak with someone and make the recommendation to refer Carvana customers to a dealership for repairs, SilverRock does not listen to their diagnoses and denies the claim. The facility also said that they’ve evaluated 7 or 8 Carvana cars in the last week and not a single one had been acceptable. This SHOULD have been the end of my relationship with Carvana but I digress.

There are no BMW dealerships on Carvana’s authorized repair facility list so if I would have taken the car there without a referral from a Carvana authorized repair facility, I would have paid $200 out of pocket for a diagnosis bare minimum. I called SilverRock that same day to discuss the matter and they disagreed with what the facility stated about hold times and authorizing repairs. I then ended up putting in a request to return that day with the intent of taking my trade-in back. But…I went back and forth on what to do because I had always wanted a BMW. So, instead I decided to swap the 2015 X1 for a 2017 BMW X1 sdrive 28i with approx. 54K miles that was a bit more expensive because I was still within the 7 day return window.

The 2017 was delivered on July 4 and I noticed a performance improvement compared to the 2015. This car didn’t chug… for the first couple of days. I started noticing some issues the more I drove the car with the most severe being very rough idling and excessive left/right pulling. Instead of taking it to another authorized repair facility, I had a car mechanic friend evaluate. He found that the back rotors need replaced immediately and the tires were close to needing replaced. He also said that I needed to take it to a BMW dealership, especially for the rough idling and left/right pulling. Again, this car supposedly passed Carvana’s 150 point inspection. This was the last straw.

I’ve scheduled a time for Carvana to take this 2017 and give me back my trade-in, which is a 2016 Kia Sorento with approx. 90K miles… that outperforms BMWs apparently. I did decide to finance through Carvana, which was also a mistake because the APR I received was insulting. This was my fault, though, because I didn’t look into other lenders. I wasn’t expecting such variance. I am grateful for the lessons that this situation has taught me but I cannot wait to be done.

Really, I have seen this response on other complaints. I call every 3 days. This issue hasn't been resolved, maybe if your staff was as diligent as you are, about their job as you are at reading reviews and copying and pasting your response to websites like this one. I would have my title in my Hand.

Original Review: If you are trading in a car don’t do it. This is worst company to deal with. I traded my SUV in for one of their cars. The car arrived in poor condition. So, I elect to returned turn the vehicle, within the 7 days. The delivery person had to reschedule. That was not a problem so the next day they call asking me if I could bring the car to them, I said not a problem. When I delivered the car and picked my car up, I asked for the title. They said the title was in Arizona and they would mail it back to me. So, I waited for this to happen it didn’t. After a week of phone calls to Carvana still no title. I decided to go to my County Tag office and get a replacement title. I was told that my title was canceled in Georgia and Arizona has issued one to Carvana. Now going on 3 weeks I still do not have a title to my vehicle and now I’m waiting on a manager to call me back in 48 hours. Very poor customer service.

Unfortunately, when the car was delivered, I forgot all about the positives and was very disappointed with the vehicle itself. Upon inspection, I found the headliner to be broken, but more importantly, the vehicle was an absolute disaster. The interior had hand prints and grease all over the inside. Obviously a mechanic had been working on the car prior to delivery at some point and left his marks everywhere. Grease was smeared around the key insertion point, both left and right A-pillars had hand prints with grease smeared on them, all of the door handles were black with dirt, etc. The whole thing is a mess and I have to pay $350 for a detail job to try and get the prints/grease out. I tried to get Carvana to make it right and they said it wasn't covered under the warranty because it was cosmetic. Very disappointing...

Not only that but three days after my purchase, I removed the mats of the car and adjusted the seats to find so much dirt and crumbs. I contacted customer service because the car was clearly not cleaned. I was told I only had 48 hours to report these issues and they could do nothing to make it right. I shouldn't have to slide the seats and lift floor mats to inspect for dirt in a used car that's not from a crappy corner lot. The customer service person said they couldn't do anything, but I could return the car... I don't want to return the car. I like the car. I just thought I spent $25000 it might be clean. Why offer to let me return it and not offer to pay to have it actually cleaned???? Sell your car to Carvana any day! Fair offers and simple process. I won't buy from them again though.

Now comes the real stress. You have until about a day before your delivery time to get all of your documents uploaded, including new insurance on the car you're buying depending on your state and the forms that come from your loan agency if you don't finance through Carvana. This makes getting short delivery times very stressful. I gave myself a 4 day window, and it was still a close call. The site does not inform you of the quick deadline before you commit to having the car delivered, and there was a lot to be done. The car came with a few interior problems that weren't listed on the site. It had what looked to be dried milkshake in the passenger air vent, and it had clearly also gotten into the lower speaker. It came out easily enough, but I would have expected the car to be clean when I got it. Additionally, the driver armrest has a small tear in it that will seal or patch easily, but it was not listed on the site. Again, interesting.

WHAT ARE THESE GUYS ILLITERATES?? WHO DO NOT KNOW HOW TO PROCESS IT ONE TIME!! I was told by multiple people not to use CARVANA but I did it anyway because I thought it was convenient but it was HELL from the depths! I will never be using THEM again and I will spreading this word as much as I can! I WILL POST A REVIEW EVERY DAY FROM NOW ON HERE AND EVERYWHERE ELSE I CAN! YOU SHOULDN’T HAVE PISSED ME OFF!

Carvana will not provide me with a number to a person to work with me. They only refer me to their general/public line where I am referred back to SilverRock and and not able to speak with a person for a resolution. As of last week and this week, I was not provided a response to any of my emails. Here are some of my issues: Upon delivery: Low battery in the keyless remote (I paid for this), 15% oil (I paid for this), cabin air filter needed to be replaced (I paid), engine air filter needs to be replaced (still need to be replaced), oil filter needed to be replaced (I paid), low tire on right rear side due to a nail (I took care of this), old battery which had to be replaced (I paid for this), blowing warm air (needed a charge, SilverRock paid), dry/empty windshield reservoir (I filled this), lane departure and assist working intermittently and inconsistently (now not working at all).

In the past month I have also paid tow truck fees and Uber rides and had days without a vehicle due to these issues. Still needs attention: lane departure and lane assist - not working as of July 20th, touch screen turning off in the middle of using GPS maps for directions and not responding to turning it back on. They need to do better with accepting responsibility for the vehicle issues as well as do better with supporting me as a customer.

Original: I will say that the process of buying a car online from Carvana was straightforward and simplistic. But, once the car is purchased there is no contact except with the company handling the 100 day warranty which does not cover a LOT of issues (not explained before the vehicle purchase). They delivered the car with warm air blowing from the AC and zero windshield fluid. Two days later I had to take it to a shop to have this repaired. I filled the fluid myself. Four days later the back tire was completely flat (they do not cover this). Within the first week I thought something was off with the lane assist but didn't know enough to realize that it is working at times and not working just as intermittently. I have to take it in to one of their authorized dealers again tomorrow, but was told today by the warranty company that many of my issues are not covered so prepare to come out of pocket for the engine issue and lane departure problem.

My point: Do not tell car buyers that you are inspecting and reconditioning the cars to have them Carvana Certified if you are in fact not checking for all the things that were wrong upon delivery of my vehicle. I did not want to overreact and give the car back within the 7 days, but now I realize that I have been taken advantage of and wish I would have had time to return the car and the opportunity to deal with a more reputable company. I should not be paying for so many car repairs as well as Ubers to get to and from places while my car is at the mechanic. And all in the first two weeks. I am so disappointed and angry.

The car failed inspection because, as Toyota said, the brake pads and rotors were “excessively rusted/pitted”. The cost to replace the brake pads and rotors was $450. When I called Carvana to have them reimburse this cost, they said their warranty did not cover “wearables.” I asked about their claims to have inspected the car and they said they inspect brake pads to ensure they have at least 50% of their life expectancy left in them. I have driven about 1,000 miles since receiving the car. There is no way I could have worn down the brake pads and rotors until they were excessively pitted and rusted l within 1,000 miles of driving. It is clear to me that Carvana is engaged in false advertising much less putting me at risk by selling me a car with impaired brakes. Don’t go to Carvana for a car! Please pass this post on.

Then I had to deal with their website's checklist of getting the documents notarized and the updated insurance card with the Carvana car's VIN on it uploaded via to them. That was a hassle. Tuesday came and my Rogue was driven to my house. The driver was very professional and courteous. He checked my car and we got all the paperwork signed. He asked me to check my email to get some paperwork digitally signed back to him. This part was painless. He showed me the paint defect (small dings and scrapes) that was noted on their website. I can take care of that. All in all 4 stars out of 5 because of the hassle of the paperwork over the weekend.

When the car was delivered, it had not been cleaned. It had an odor to it and was filthy, inside and out. There is Velcro residue stuck to the windshield which hasn’t been removed. There’s also a blemish on the driver’s side fender. Also, the second vehicle is not titled correctly because we wanted both of our names on the title and the website only allows you to put one name. Even though we contacted them and they got it right for the first vehicle, they could not get it right on the second. Now it’s been more than a month and we still don’t have the title or plates. You would think, when you spend $40K for a vehicle, it would at least be clean when you get it.

To add to the pain, working with Carvana and their insurance company has also been a frustrating experience. Carvana can’t see the Silver Rock and Silver Rock says they never receive the claims posted through Carvana. We are finally currently scheduled to get the fender fixed next week. Carvana promised us $100 to have the car detailed, but they won’t process the request for a couple of months. Overall, I think 2 stars is a generous rating for the frustration we have experienced.

Insurance sent me to Mietakey and they were more help but they did only the alignmnet and nothing for maintenance req. Now I guess I will be out of pocket for that. Website said 2 keys only. Got one. Another out of pocket. They did email me to see if car was ok, if I was happy but would not help!!!! Car came full of dirt and sand. The delivery person was only interested in signing papers. Now going over the car so one might know the basics. If I was not in a big need for a car I would had returned it and go to a real dealer!!!

Where do I start? First off, their chat feature is abysmal. You never know who you’re talking to and every agent gives different information (and misinformation) without actually reading what was spoken about before. It’s like starting over every time and it’s infuriating. Their excuse is ‘if you don’t respond within 10 minutes then you’re switched to another agent’. Ok well, what about when it takes the agent over 10 minutes to respond?? I can’t tell you how many times I asked a question after receiving something totally off and then they never respond to it.

Secondly, I went out of my way to get a loan for this car and purchased insurance ahead of time to reserve the vehicle. I found a car we wanted and entered all of our information including insurance and loan information and was told it was being held. All of a sudden the car was gone and someone else was purchasing it. I called in and they told me it was an error on their part but that they’d help me find a new car. I should’ve gotten out at this point…live and learn.

The problem is I had to get on loan on that specific car. It was approved. So after losing the first car, I had to go back to the bank and get ANOTHER LOAN on another new car. So I finally found a second car and started the process again with a new loan. This time after entering all of my info again, I called in and talked with someone to make doubly sure that I wouldn’t lose this one while all the loan approvals were being worked out. They gave me an extended hold, but as with everything else with Carvana things were not as they seemed….

And here is why….We were also going to trade our old car in, but when I uploaded the title I was told that it wasn’t valid because it had handwriting on it even though it was a valid title. I was instructed to go to the DMV to get a new title with no handwritten signatures on it. So I went to the DMV and paid money to get a new title but was told it could take up to four weeks for it to arrive!

At that point, when trying to figure out whether we could actually pay the remaining balance or were going to wait for the title to come for the trade in, I was told that they’d given me another 10 day lock on the vehicle. What they didn’t tell me was that it cancelled out my order and reset everything including my delivery date. By doing that they failed to inform me that it would totally change when we’d get the car and delivery was delayed by over 10 days! Eventually we just decided to sell our old car locally, but it was too late and our Carvana delivery was seriously delayed and they would not change it even though it was again their fault this happened.

After they screwed me over for my delivery date, I asked if it’s possible to come pick the car up earlier from one of their hubs. I was told they couldn’t even check on that possibility without resetting my entire purchase again and losing my delivery date again!!! In the end, they compensated us for this error by sending us $100.

Next phase next problem…The car finally arrives and has a bunch of dings and scratches that were not listed on the Carvana website. We go over the car thoroughly inside and out with the driver (who was really nice by the way). She documents each of the issues by writing them down AND taking photos. There were 6 issues in total, but by the time Carvana gets back with me they say only four were submitted. I was told to re-photograph the other two and re-submit them through my online dashboard. From that point onward, those two got approved but the previous four were voided. This has gone back and forth, back and forth with the local detailer and SilverRock, the insurance company Carvana deals with for weeks now and after a month’s wait these things were finally approved.

It took me HOURS on the phone and texting back and forth with various people to get it all sorted. The confusion with Carvana is staggering. The right hand does not know what the left hand is doing and at one point I have SilverRock telling me it’s up to Carvana to approve it and I have someone at Carvana telling me it’s up to SIlverRock. At a certain point I am told none of the repairs were approved but then realize they’d made another mistake. I think they’re probably the same company, but they each give different information. It’s a complete cluster.

Cue next issue...The temporary license plate expires. I am told I was supposed to receive my paperwork and plate before the temporary plate expired. When calling in to check on when the plate, I was told by one person that if it does expire before it arrives that I can log into my dashboard and print out an extension plate. So yes it indeed expires and there’s no paperwork yet. I log in to download the extension plate and I come to find out that’s not possible and write in again asking about why and am told “You can’t print another temporary plate. That’s not possible’. When asked why someone told me that, I again was told that I was ‘misinformed’.

So I drive with an expired plate for almost two weeks before the paperwork package arrives. They were supposed to send me a license plate and deal with all of that on their end. When it does arrive, there’s no plate in it and I am told that I have to go to the local DMV to take care of it. (Many of the forms had our names misspelled by the way.) When I get to the courthouse, I am told I owe $1300 in fees and taxes. These are fees and taxes that I’ve already paid to Carvana! The local courthouse tells me that Carvana should’ve sent me a check for that if they couldn’t provide a plate. News to me!

When I get home I contact Carvana again and am told (actual quote via text), “Ok, so yes it looks like, much with every other aspect of your Carvana experience, your check for the refund was missed, however they are submitting it now, should be for about $1200, and it should be arranged to send out right away, so within the next 24-48 hours.” A little over 48 hours later I follow up because I haven’t heard back and am now told that it will take 30 days to be approved and another 10-15 business days after that to arrive!!!

I call in angrily informing Carvana again that this was admittedly their mistake and that I’ve paid $1300 twice now and had to put the recent amount on my credit card, so waiting 45 days for their check wasn’t acceptable. When I showed them the exchange with the previous agent apologizing to me and saying it’d be sent out within 24-48 hours, I asked if I was being lied to again...and again, I was told “No you’re not being lied to, you were just misinformed”.

Four different times during the entire process I called in and specifically requested a customer service supervisor to give me a call back. I was told every time that one would call me back within 24-72 hours, but not once has a supervisor ever called me back. Most recently with the $1300 extra charge I called in and PLEADED for a supervisor to call me back and was again told they would within a certain amount of time and it NEVER happened! In fact the woman I spoke to on the phone was totally rude to me about it all.

After not hearing back from Carvana again for 4+ days, I again wrote in and this time told them I’d be reporting them to the Better Business Bureau and would get a lawyer if I had to. I received this message in response to that: “Please have in mind that if you initiate legal action you will only be able to communicate with us via written correspondence over mail.” followed by booting me off their text feature with: "We're sorry for bothering you! You are successfully unsubscribed from Carvana marketing text msgs. Reply SUBSCRIBE to opt back in!” Unbelievable.

From the very beginning throughout the shopping, buying, waiting, paying for, delivery, insurance because of flaws on the car to dealing with plates and registration, every single aspect of dealing with Carvana has been an incredibly dysfunctional and excruciatingly horrible experience. This company is complete trash and I can almost guarantee they’ve ripped other people off that haven’t stayed on top of them and their many many errors the way I have. If I hadn’t contacted them about the extra $1300, they never would’ve sent it to me or mentioned it again. The jury is still out if they actually will. Apparently the ‘check is in the mail’, but they say they have no tracking information to send to me because ‘it’s through USPS and it’s all internal’ whatever that means. PS...Not to mention, their on hold music is horrid country pop music on repeat…the same songs about driving over and over. Ug! AVOID this company like the plague!

The employee picking up my car was late but was sure to call and keep in constant contact with me so I would know. When they showed up he drove it around the block, said it looked good, had me sign paperwork and handed me the check with the exact quote that was double the Ford dealer. I went straight to the bank and the money was in my account within hours. Can't get any easier than this and at such a great rate why would you ever deal with dealerships again! I will recommend selling a car this way to all my friends and family.

They sold me a vehicle (pictured below) that needed a whole engine replacement and on the 7th day after purchasing it stalled out on me while driving home from work and I called them on that 7th day when the car broke down to let them know what was going on. I was on hold waiting to talk to someone then was taken to a recording saying that they were closed, So I called them the next morning since I had to miss work due to the car not being drivable and they said they couldn't do anything cause it was past the 7 days.

I took it in asap as I know the warranty was a limited time and the two shops I took it to, one of which was the shop SilverRock referred me to and they said it was a security issues and they couldn't fix it and the other shop was to an actual Hyundai dealership and they said it needed the engine replaced, along with a few other minor issues. Hyundai is covering the engine replacement and the rental car for me so I can get to work since my Job was on the line for missing so much work and the money I did put into Lyft or Uber to get to work and from work was a month and a half of car payments and still had to make the first payment on top of that and Carvana didn't want to help to resolve this issue and make it right.

This company has POOR customer service, also this company is such a FRAUD and can CARE LESS about their customers! All they care about is them making money off shady transactions and undrivable cars and not caring about all of us that work hard for their money to make a big purchase like a car that is a necessity for people like me then stick them with a NON-DRIVABLE car and still have to make the payments on the car. DO NOT DO BUSINESS WITH CARVANA!!!

SO DISAPPOINTED. HORRIBLE customer service. It's Las Vegas. They didn't know the 1st vehicle didn't come with AC?. Then not getting a vehicle smogged in time for a scheduled pickup. How does this happen? It not like there's long lines and they're super busy. Ashley says she thought I cancelled my order. Then why do I have a 2nd pickup appointment two days after my first?? Is Carvana not in the business of selling cars. If I cancelled, wouldn't it make sense to select a different vehicle? Of course!!! That's why I have an appointment!!!

I reschedule my third pick up appointment for Sunday. Third time's the charm?? I'm hoping. So so Disappointed. Ride share is getting expensive. Several calls to carvana team to express my frustrations.... Nothing. No manager to talk to. No sales team. Nothing. Just a phone number and people with excuses. No compensation for lost funds due to Carvana's incompetent staff. Excuses. Excuses. Guy on the phone made me feel like I should be more appreciative. Said Carvana's not begging me for my business. Maybe I should go elsewhere.

The guy from Firestone called and said my car was ready for pickup, but Silver Rock has denied the repair claim. Even though the 100 day warranty specifically says the suspension is covered under warranty, it was denied. Mind you that Firestone is the recommended repair facility. I paid the $637.00 repair bill because the work had to be done. I called Carvana and the advocate said he had my back, and send in my receipt and I would be reimbursed because technically the problem was found during my 7 day trial. 2 weeks have gone by and I've not received anything, so I contacted Carvana and was told that they sent my claim through their internal department but they backed Silver Rock and denied my claim. I asked to speak with a manager and was told that I couldn't and there was nothing else they could do.

All I'm asking is to make it right, this is a real shady way to do business. The buying process went with no problems, but now they act like they don't want to help. If your vehicles go through a 150 point inspection, then they would have seen the issue. The warranty is a joke and they obviously only care about their money and not the customer. Don't trust Carvana they don't adhere to their own business policies. I know I will never purchase a car from them nor will I recommend them to anyone else.

Now mind you, I had to drive 125 miles each way to St. Louis to get my car because they don't deliver to my area. Ok, fine. But I had taken off of work & arranged my schedule. After lots of time on the phone (3+ hours), a CSR named Tyler was able to pull a ton of strings & get my date/time reset for the delivery on the original date we had chosen. So I thought, "disaster avoided". Well, not exactly.

By 1:00PM the following day, I received an email from Carvana stating that once again, I could not pick my car up on my designated day, but would have to wait 4 more days. When I called to ask why, I was told that my lender, my local credit union, had to be added to Carvana's list of vendors & because no one did that step at the beginning (as they should have), I would just have to wait to get my car. Again, my CSR could not have been any nicer. But by then, it was almost like "what next? Will we ever get this car?". Buying a car like this sounds great in theory, but there are some definite checks & balances Carvana needs to work on. I did everything they asked me to do so it was a fairly frustrating experience. Every CSR I spoke to throughout the process complained about the "system" Carvana uses & how difficult it is to get every person/department to do their job in a timely fashion.

In the end, I got my car 4 days later. The delivery girl, Te'aira, was AWESOME! She couldn't have been any nicer & professional. That girl deserves a raise for sure! It's been 2 weeks since I got my car and I'm super glad I made the choice I did. I would consider buying another car from Carvana now that I have had this experience. There were times that it felt a bit overwhelming having to deal with SO MANY people from one company! Maybe if they can listen to their CSR's suggestions, their computer system can be a little better. So now I am waiting to see if my DMV paperwork gets completed properly so I can transfer my personalized plates; fingers crossed!

After the two-day review period, you’re prompted to pick the payment method and how you want turn in your car once your paperworks are satisfied: Car pick up from your address, drop off at a nearby Carvana location (they’ll also give you an Uber/Lyft ride back), or a virtual inspection (not sure how that would work). I chose for them to pick up my car from my house which was very easy and they did all the work. Great job guys! I’ll keep you in my for future sales or purchases.

Kept expecting a call or email stating they had made a mistake and was fully prepared to tell them to bring my car back. Instead, my cash was deposited into my account Wednesday. This was by far the easiest and most pain-free car selling experience of my life, and I am a cranky old man. Justin loaded up my car after a quick test drive and was a wonderfully polite professional. Over $6,000 more than the dealership offer and over $500 more than the private seller price I had set. If you intend to sell a car my advice is to at least check their offer.

You're required to upload photos, which my uncle also could not do, so I had to go back over to his home to do that for him. Every step of the way required logging into the account which added to his frustration. When the pick up day finally arrived, the gentleman who picked up his car was incredibly professional and walked him through all the steps. He's very happy with the final outcome. Still, I think this should have been easier for him. If someone calls from Carvana they should be able to handle whatever he needs, otherwise why call? To improve Carvana service, I suggest they offer multiple ways for people to interact with them. Having the account is great for Carvana but doesn't help those without computers sell their vehicles.

Then he said that my identity had to be verified again and re-do application to finish the setup for the delivery. I asked him "Why are you running my application through again when you just told me that you wouldn't have to do all of this again." He deleted all of my previous approval without my permission and had to run everything through again. Then he told me that he had to do another identity verification to verify my identity. He did the identity verification and told me that I passed the identity verification. Then Mitchell sent me the loan documents and I signed the documents again and delivery set up for July 1, 2022.

2 hours later, Then I received a voice mail from another Carvana representative named Nina. She left a voice mail that I failed the identity verification and that the loan was terminated. I immediately called Carvana and spoke to a supervisor named Melissa. Melissa was nice at the beginning then after 30 minutes on hold, Melissa came back to the phone. Her tone had changed and she begin to defend Mitchel. And stating that I cannot get the vehicle because my identity wasn't verified. I told her several times that Mitchel told me that the verification was successful or she can setup a in-person verification at the houston hub. Melissa refused to set up a in-person verification and begin to try to end the conversation and then stated that Mitchell lied to me regarding the verification. After hearing this, I requested a higher manager to report this issue, Michelle basically refused and hung up on me.

This is ludicrous, Not to mention that I just bought a vehicle from Carvana less than 4 months and my identity should not have been an issue. I could tell during the conversation with Michelle that she was basically trying to get rid of my loan to cover up the mess-up that Mitchell had made, especially, Since he deleted my application and lied about the identity verification.

This company is full dishonest employees. I will be sending my present vehicle back to Carvana because I refuse to continue to give this company my business. I really don't appreciate Michelle talking "down" to me just to protect Mitchell. Her rudeness turned into a prejudice attitude just because I am Black. I hope Carvana review every recorded phone call and take actions against these dishonest individuals.

I ended up returning it and it will be returned this Friday. Leaves me without a car to get home to my family (I am active military with a commute time of about 45 minutes). Leaves me with sour grapes over ever trusting Carvana again. And it ultimately makes me wonder who has been cheated by Carvana that doesn’t notice the littles things like I do. One thing I forgot to mention is that the driver side mirror has been hit at some point exposing the inner electronics in the car door, I can’t imagine what rain has been doing to that. Overall if you like overpaying for a car that is called new but is most likely a salvage…choose Carvana. If you like spending your money wisely I sincerely recommend you go to a dealership and just haggle with them, don’t give them business.

My experience has been so bad I don’t even know where to start. Here’s my full story: I set my delivery time for 6:30 PM. By 530 of my delivery day the delivery driver informed me that the car was being inspected and cleaned, by 7 still being inspected and cleaned, by 730 the driver informed me that the car has no audio. I’m very confused as this should be in the 150 point inspection? Why would Carvana list a vehicle that has no audio?? I am assured that I can bring the vehicle into a shop and Silverock will cover the costs. So I accept the no audio and my vehicle is finally delivered 2 hours after the initial delivery time.

At this point I’m frustrated and when my vehicle arrives I have no excitement, only discontentment with the time I will have to spend getting this issue fixed. But I need a car and I liked this vehicle, in this current market who wouldn’t want a vehicle where you choose your own rate??? In the initial 7 day return period I notice the car does not have all weather mats for my Ford, features the vehicle profile states. Carvana writes me a check for $200 and cleans their hands of the issue. Once I found the time I begin working with Silverock to fix the no audio issue, only several other issues begin to show up with the vehicle. Drivers side window is not working as stated, heated/cooled seat function not working at all, even the brakes begin making a weird sound. I’m extremely concerned.

I call Carvana to inform them that I was only informed of the audio issue and all I get in response is redirected to Silverock. Silverock informs me all of this can be fixed and I can bring the vehicle into a partner shop. I make my appointment and the day before the shop calls me and informs me that they would not be able to fix the audio, window or seats issue. They would only be able to fix the brakes. At that point, the shop representative informs me my best bet is to have everything handled by a Ford dealership. I call Silverock they inform me if I do that I would need to pay a deductible of $50. Why should I if your partner shop is telling me they cannot fix these issues??

I call Carvana in frustration and they promise to send a check covering the deductible. I call a Ford dealership and make an appointment. I drop my car off and a million phone calls later, I receive my car back after 3 weeks. After those 3 weeks, I’ve racked up Uber charges going to and from work, paid the car note and became a burden to family members constantly asking to borrow their vehicles. It was a 3 week nightmare. When I tell this to Carvana they again redirect me to silverock whose only response is they need receipts for the Uber charges to be reimbursed. Why wasn’t I offered a rental vehicle and why isn’t Carvana seemingly just writing a check since that’s how they’ve handled all other issues??? I’m naive! This is my first used car experience and it wasn’t until my family pointed out I should’ve been offered a rental that I realize silverock and Carvana have again failed me.

After having my vehicle back it takes me a few days to realize that the heated/cooled seats are again not working properly, I don’t call silverock right away because dealing with them and this vehicle has been a nightmare. Then tada! My passenger side floor becomes flooded with water!! Great! A new issue!!! This time it must be my AC unit, amazing. I call Carvana in absolute frustration, only to be told “you didn’t know any of this in the first 7 days?” Clearly not if I’ve had the vehicle for over 2 months at this point. I’m put on hold for 10 minutes, issued an apology and redirected to silverock. Thank you Carvana for owning up to the fact that you sell ** cars and lie about the features and functionality. Again, not wanting to deal with silverock I put off calling them.

What am I gonna do, have no vehicle again for 3 weeks?? Then to only further my hatred for this car, an old man runs a stop sign, hits me on my back driver side panel and now aside from Carvana and Silverock I have the pleasure of dealing with insurance. I haven’t even owned this vehicle for 6 months!! The car has been nothing but a burden but I’m stuck with it! Carvana only cares within the initial 7 days. My car is currently being fixed, through insurance who informed me they will not be fixing the AC issue but at least they gave me a rental. This is my life now, car issue after car issue and millions of phone calls back and forth. I warn all my friends to please not use Carvana. Choosing your own rate is enticing but everything that happens afterwards is not worth it. I extremely do not recommend.

The delivery driver was polite and courteous. He was driving a flatbed truck large enough for only one vehicle. He unloaded my truck and made small talk as I inspected the vehicle. It was somewhat dirty inside, and definitely not what the photos on the website showed. It was as if the mechanics inspecting the vehicle left dirt stains on the seats as they moved around inside the vehicle. The carpet floor mats were laying in the truck bed just as the photos showed on the website. They were soaking wet since the driver had driven through numerous rain storms.

Following delivery, I immediately took the truck to a mechanic to have it inspected. The mechanic discovered the windshield washing fluid did not dispense (did not spray), the parking brake cable was dangling under the truck, and the brake fluid was dirty and needed to be flushed and refilled. At a later date, I took the truck to a mechanic to have these three items taken care of. The warranty company (SilverRock) covered the cost to repair the parking brake and wiper fluid dispenser (it was disconnected), but I had to pay to have the brake fluid flushed and refilled. Of note, Carvana noted the parking brake problem during their vehicle inspection but did not repair it prior to selling the truck to me.

Not long after purchasing the truck, but after the 7-day money back guarantee period had expired, the front brakes got stuck due to being heavily rusted. I had to pay to replace the front brake pads and rotors. SilverRock covered the replacement of the brake calipers. In my opinion, Carvana should have replaced all of these items prior to delivering the vehicle to me. This rust did not develop during the short time I had the vehicle. About a week later, the rear brakes began squealing. I had to pay to replace the rear brake pads and rotors. SilverRock did not cover any of this. In my opinion, Carvana should have replaced all of these items prior to delivering the vehicle to me. This rust did not develop during the short time I had the vehicle.

The truck was also clearly out of alignment when it was delivered. The tires were unevenly worn. They were very worn on the outside and had lots of tread left on the inside. Although the tires had useable tread, they didn't last long after I received the truck. Carvana noted the tires as having 5/32 inches of tread remaining, right at their limit to replace the tires. I had to buy 4 new tires just 4 months later, and I really stretched it to get that much use out of them. The right front tire was leaking air when I received it. It took me about a week to discover this. It couldn't be repaired due to the hole being in the tire sidewall, so I had to keep refilling it with air until I finally got all the tires replaced.

Carvana's website showed my 7-day money back guarantee expiring only 2 days after I received the vehicle. Evidently, Carvana started the 7-day clock when they transferred the vehicle over to the third party delivery service and not the day when I received the vehicle. Also, I told Carvana during two different phone calls that I wanted to transfer my previous license plate to my new truck so that I could keep the same license plate number and not have to pay for a new license plate. Carvana said this was noted in my account. When my car registration finally arrived weeks later, it came with a new license plate and I had to pay for the new license plate. I don't understand why the Florida panhandle is outside of the normal Carvana delivery area. While I am not in a major city, I am in a densely populated area along the Gulf Coast with heavy tourist traffic. Overall, the Carvana experience was decent, but it wasn't as good as what I was hoping for.

Overall, I would only recommend this service to someone who has done their research and knows exactly what type of car they are looking for because you are basically on your own. I had to do all my research on the type of engine, transmission and basic features. Then, I went to a nearby Toyota dealer to test drive a car similar to the one I was buying on Carvana. I believe there is room for improvement on Carvana's behalf.

I went through ALL their steps on taking it to get looked at at Kia, took and took it to a body shop of my own to get it looked at. First thing they said...That is a bullet hole. I found the pictures when purchased the car that have a serious dent where it was found. Makes sense now why they delayed my delivery (so they could patch it up without telling me what it was). Probably in hopes that It would last until the 100 days was up. Now they will not ok the warrenty saying it is cosmetic.

The warrenty company was willing to work with me (everyone knowing that this is completely wrong) but they can't proceed without the ok from Carvana. One agent said they approved it and I should get a call back in 24-48 hrs. No call back. When I checked in, they stated that they never put in that claim and no other agent can fix it. What?! Carvana gives me the run around, agents don't follow through as promised on the phone. I thought this would be a stressless way to get a car when my husband just got released from the hospital. After all this it has been a complete disaster. The integrity of this company is horrible. All for a $1,300 fix that they won't approve.

1. It is NOT as easy as they say it is. I had to upload documents repeatedly. Instructions were unclear, leading to a lot of frustration. It was much easier using a traditional dealer with my past car purchases. They also gave deadlines that were not feasible. For example, they wanted a loan payoff letter from my credit union on a holiday.

2. Carvana insisted I must put insurance on a car that was not in my possession. I sent them the proof that the car was submitted to be added the day the car delivery was scheduled. That was not good enough - it had to be listed on the insurance card. I was very uncomfortable insuring a car that was not yet in my possession. I was told it was because I would test drive the car. I can go into any dealer and test drive a car with simple proof of insurance on my current vehicle.

3. I spent literally hours on the phone with either Carvana or my credit union to either get clarity or get information that was needed. I wasted a lot of time. It might be a little less calls if you use the Carvana credit, however their interest rate was about 3% more than a third party loan (and I have excellent credit).

4. Car was delivered (a 2017 Jetta GLI with 20,000 miles on it) and they took my trade-in. I had an appointment with VW the next morning to look the car over. Here's where it goes south very fast. The car had an air suspension system at some point. It was ripped out (airlines left under the car). Aftermarket suspension (non-VW parts) was added and installed incorrectly. The car failed alignment (tech said it was clear just looking at it, it failed so badly). And best of all: the car frame was cut and had a big chunk missing. The car would not pass PA safety inspection. VW informed me the car was unsafe and should not be driven due to the frame. They didn't bother giving me pricing to fix all of it because it was "substantial." Carvana claimed a 150-point safety inspection - and yet missed a cut frame.

5. I called within 18 hours of delivery to return the purchased car and receive my trade-in back (on a Friday). The return was not scheduled until the following Wednesday. They asked if I wanted to try another car. Why would I trust another car when your "safety check" missed a frame with a large section missing? I had to drive an unsafe car for six days and worry that something would happen to it and I would be responsible.

6. I contacted Carvana the day before the swap to verify that the car was going to be picked up the next day and that my trade-in would be returned to me. They confirmed it. The morning of the return I received a text from the "advocate" that he was on his way to pick up my car. I asked to verify that he had my trade-in. He said he did not and that it wasn't noted on the account that there was a trade involved. Again on a positive, the "advocate" was very nice and apologetic.

7. When I gave Carvana my trade-in I confirmed several times that the car would be safe through the 7-Day Guarantee. I was assured each time that the car would be put in storage until the 7 days were up and they knew I wanted the car I bought. Guess what? The car was transported on day 6, despite me notifying Carvana within 18 hours of delivery that I wanted my trade-in back. The return on Wednesday was delayed because they had to get my car back from another state. How was the garage not notified that Friday that the trade-in was requested back?

8. Despite knowing how aggravated I was at this point, nobody contacted me later in the day on Wednesday to update me on when my car was going to be delivered to me. I had to call into customer service (again) to try to get an update. The cars were then scheduled to be swapped the next afternoon.

9. Car is delivered (FINALLY! YAY!) and they take back the unsafe vehicle they sold me. I hop in my car and discover they somehow broke the handle on the seat adjustment lever. I had the car for 7 years and didn't manage to do that but they did it in 7 days loading and unloading the car?

10. I'm out somewhere between $150 and $200 through this disaster - all to have my original car anyway.

I will NEVER use this company again. From terrible communication to the customer, terrible communication in its own company, questionable car inspections, a time-consuming process, and selling bad cars, I will not give this company another look. I know someone else who had a "great" experience buying from here, so perhaps the best-case scenario is that it is inconsistent in its brand promise. But I wasted hours of my time and am out money for trying them.

After the second time signing, they agreed to everything and set a date for delivery. Working in California and flying to Texas was a big expense to receive the car. A day before delivery date they canceled, rescheduled without a hitch or care, and I end up spending the 1 day I had of free time flying back empty-handed. So I decided to get it delivered to California where I continued to rent a car (does anyone know how expensive that is?) and it turns out that Texas does allow delivery to another state (according to Carvana at first they didn't, go figure). Then they cancel everything and I have to resubmit a 3rd time. They agree to send it to California.

A date of delivery is set yet again, another week goes by and I end up without a car because I get a call saying the car gets shipped to Texas!!! I get on the phone and they can't explain what happened so the contract gets canceled, I have to reapply yet again, resubmit everything, wait for approval, they get the money out of my account for deposit, and agree to ship it. This time it gets canceled again, after another week goes by, and I'm told I have to submit a proof of address, which I don't have because they ask for water, light, bill, and a huge list that requires a person to have permanent residence. The ticket was scaled up to a manager and he declined the other options offered (bank statement and invoice from a mail order). So I get canceled yet again, (are you seeing a pattern?) with a down payment that was debited.

Should a person go through this much grief, wasted time, loss of money, and flat-out rudeness for getting a car shipped? Goodness gracious, I mean really. The last thing I was told was to submit proof of residence for delivery address (which I am obviously unable to do) or the car gets sold to someone else. I think I already submitted more than enough proof of who I am. Now, I just want my down payment back, because going through the whole process again is just painful, and I really wanted the car but is it worth the hassle?

My second experience was VERY FRUSTRATING! My recent experience was when I wanted to trade in my suv for a different suv, which was worth LESS than the one being traded in (I was downgrading and would be getting money back). Carvana’s process for this type of trade-in is ridiculous and is the biggest hassle. Carvana does not process these types of transactions as “trade ins” but as a sale and then a purchase of a vehicle (not sure why) and because of this method, I did not get the trade-in credit and had to pay full taxes on the purchased vehicle. This was only the beginning!

I was then informed that because I had to sell my car to Carvana first, because I would be using the money to purchase the other, the pickup and delivery dates could not be scheduled on the same day because Carvana has to confirm the money is in your account to even START the purchase process for the new vehicle. This of course delayed the delivery of the new car, because Carvana does not pay you until they pick the vehicle up, so I had to wait for the check to clear the bank before they approved the purchase of the new car. This put my delivery date out over a week between pickup and delivery so I had to go without a vehicle during this time. I live alone and had to rely on the kindness of family and coworkers to drive me around and to work.

I honestly do not understand why Carvana’s process is to do the sale and purchase separately when the car being traded in is worth more than the car being purchased. They should just write you a check for the difference upon arrival so the pickup and delivery can occur on the same day. Also, I had requested to speak to a supervisor or manager on multiple occasions during the process and was told one would contact me within 24 hours, but of course I never received a call. If you actually get the benefits of “trading in” a vehicle via Carvana, the process is great but I would discourage anyone selling a vehicle worth MORE than the purchased vehicle to use Carvana unless you have alternate transportation and do not expect a timely transaction as this process is very inconvenient.

The guy told me to send pictures. I sent the pictures, including the from the first day I got the car. He told me that they didn't know if the picture I took was actually from the day I got the car. Mind you I have an iPhone so you can see when the picture was taken. He told me that they would send me $150 when the windshield costs $1400 through Safelite (windshields with tech cost a ton because they have to be calibrated). I get it's after the 7 day window, however, they know that the car was sold with the hole in the windshield. Companies that care about their customers take care of their customers. They've lost me as a customer and that word of mouth that brings in business.

On top of the wheels being WAY out of balance, the shop found the Jeep needed upwards of $3-4k of work, potentially more depending on where the oil leak was coming from. This was all somehow missed by Carvana's 150 point inspection that specifically includes checking for leaks while running AND while parked.. So I returned that to them and had them send a replacement, a 2013 300 Glacier Edition. ONE HOUR before it was to be delivered, they told me on their "final test drive" they found a severe clunking from the front end...and needed to delay my delivery... I like the car, so I waited it out. Once it was finally delivered, it was pretty good. Inspected it like the Jeep, and all it needed was an alignment (HOW DID CARVANA MISS THAT??) and a new radiator cap.

But the problem didn't stop there. Turns out, it is not a Glacier Edition at all. It is just an AWD white 300S. Similar to a Glacier in terms of the features and options, but not the same. The Glacier demands a premium, is a rare special edition, has a unique interior, unique exterior trim styling, etc. So not only did they falsely advertise the car, I imagine they also priced it accordingly. I haven't even bothered to bring it up with Carvana (yet, at least) because I do like the car and can't afford to fuss about with them and be stuck without a vehicle again.

Carvana use to be great. I recommended them to a LOT of people. But now? Avoid. DO NOT buy from Carvana, and selling to them is not recommended either as they will almost for certain offer you thousands under the fair trade-in value.

They made excuses that DMV was slow due to covid but I called DMV and they are not backed up at all. They keep sending me emails that paperwork sent to DVM but each time I call DMV looks it up by VIN and they have never received paperwork. I have been unable to drive a car that I have paid for in cash because I can't get a state inspection sticker without a registration and it's illegal to drive without a sticker. Now there is only 28 days left on the warranty and if it expires before I get an inspection then I won't have coverage for anything wrong with it. It is impossible to speak with anyone who has authority to fix this problem so I have had no choice but to file a complaint with our State Attorney General's office. I doubt this review will ever show up on Carvana's page but if it does I hope it will give you some truthful information on the problems dealing with Carvana.

It took calling Carvana 4-5 times per day every day with a minimum 30 minute hold time to get anything taken care of and still was not able to get everything before the deadline to return the car. I had to drop off the car at a body shop and wait a month to get it back due to the body shop not being able to get responses from Carvana or Silver Rock.

There was no way to speak to the same person twice. Every agent I spoke with and asked for a call back or an email from, never called or emailed me anything. It was like they were off the hook as soon as I disconnected. At times, Carvana would say Silver Rock would take care of it, but then Silver Rock would not have anything from Carvana Authorizing the body shop. Each call required being on hold for 30-60 minutes again and then explaining the issue to a new representative. This was even the case when being transferred back and forth between Carvana and Silver rock. I really didn't have time to spend 5-10 hours on hold per day, but that was apparently what is required if you purchase a car that comes with hidden damages and actually want what you paid for.

After back and forth he said he would note the things and I took the keys. I get an email saying they approved for the driver's side quarter panel to be repaired and wanted me to take it to a body shop. Went to the shop and was informed it would take a week to do and that Carvana didn’t provide transportation during the time I was without the car so I decided I was just going to have to live with it because like many people I live paycheck to paycheck and could not afford to miss a week from work because I didn’t have transportation.

That weekend I finally had a chance to really go over the car. Not only had the driver's side and hood had previous body repair, the roof and deck lid did too. Both bumpers have overspray on them. Last week the clear coat has started peeling on the hood and roof rails. There are deep gouges in plastic trim on passenger front door. Also noticed website and window sticker they showed said car was equipped with the 19” wheel and tire option and the one I received had the 18” option. The driver's seat is torn on the side.

Now I’m dealing with registration issues. When I knew my temporary registration was closing on the end, I daily checked the post sale dashboard just to see they are still processing my registration paperwork and if they needed anything else they would contact me. Temporary registration expires. Still nothing. No contact about it whatsoever. I log in and select their chat and am told to expect and email or text as what I needed to do. Waited a few more days. Nothing still. So I call them. After being out on hold to talk to their registration supervisor the rep tells me they got an approval for an extension and it would show up on my sales dashboard within 24 hours and I could print it. Waited and waited. Still nothing. Waited a week and called back.

Now I’m told, "We’re sorry but they said we couldn’t extend your temporary Arizona registration." I informed them well I’m in Virginia, not Arizona. Then they say, "Well I’m sure if you check you have an Arizona temporary tag on your car." I checked and I do not. It is Virginia. They don’t even know enough about my car or sale to know what state my tag was issued from. Pretty scary to be honest being that registration is a pretty big legal part of a car sale. So now my temporary tag is 2 weeks expired, and there is no promise of when I will get my permanent registration. I’m forced to drive my car with expired registration due to their breach of contract and incompetence. Really wish I had read the reviews out there prior to purchasing from them.

Now I’m left with anxiety and panic every time I see a police vehicle with the fear I will be pulled over. I actually had a panic attack last week when an officer followed me for several miles. Luckily he went by me and left me alone. Reading their responses to complaints it’s always we are sorry customers experience is important to us and our cars go through a 150 point inspection. Both are lies. If they cared about customers I wouldn’t be in the situation they put me in. If their cars went through a 150 point inspection, the things with my car would be noted (although I believe they choose not to disclose it) they say their picture show 2 or 3 of the worst imperfections on a car. In reality they pick 2 or 3 of the faintly visible imperfections and choose not to disclose the worst. My car I could point out 10-12 imperfections much worse than what they pictured.

I have purchased over 50 cars in my life and this has been by far the worst experience I have had, and the first time I have ever had a registration issue. They should really be stopped from selling until they get the registration process figured out because it is a major issue pretty much across the country. They remind me of a fly by night small dealership that pops up, sells cars and disappears before anyone can take legal action against them. That’s exactly what I am now feeling like I dealt with. Shady business practices. Even in the beginning they mislead you. I was told I was approved for Carvana financing and it wasn’t financed through Carvana, but a 3rd party institution. Come to find out their registrations are handled by a 3rd party as well.

If you are thinking about buying from them. Stop. Read the reviews out there. Read how many areas they fall short in what should be the smoothest. They hide things about cars and fail to disclose serious issues. They lead you to believe you are getting the cream of the crop vehicle. I am paying $40,000 for a car that sold for $38,000 when it was new in 2018. They priced the car as it was in excellent condition when it’s a fair condition at best due to the amount of paint and bodywork that has been done and not disclosed on the car. I really don’t see them staying in business too much longer the way they are doing things. Already 1 class action lawsuit in process, several suits settled, licenses to sell suspended in states and under investigation in several others for their registration incompetence.

1. Insurance: Carvana requested providing an insurance valid one day before the car pick-up date. So I did and submitted it. And then, another advocate asked me to resubmit it because it should be valid three days before the car pick-up date. My insurance company refused it because it was not the actual date I purchased the car. So I called Carvana again, and then another advocate told me that one day was acceptable. Then why did I spend an hour reissuing my insurance?

2. Plate transfer: I requested the plate transfer. When I picked up the car, they prepared documents for new registration. I told them it should be the transfer. They rechecked my documents, and then, they admitted their mistake.

3. Inspection sticker: The worst part. When I picked up the car, I didn't see the inspection sticker on the windshield, so I asked about it because I had already paid for it. The person supporting me at that time said I will receive the sticker with registration. As I had already experienced their mistakes, I didn't believe them and then called again before receiving the registration to ensure everything was okay. Then, this person also told me that I would receive it with the registration. Result? NO. So I called them again. Then now, they asked me to prove that there was no sticker when I got the car. I did. Then they said Carvana could lose the sticker during transportation. WHAT?

Then I repeated all these processes to get reimbursement for the inspection I did individually. And result? Still in progress for the refund. Although I provided the state inspection report, including the fee, they needed an actual card receipt as well because they wanted to see if I really paid for this inspection. How can I get this report if I don't actually pay for the inspection? I need to call them again and have to explain all these things again because a new advocate will support me. I can ignore $37. But the reason why I keep struggling with it is that I have felt so bad because of their unprofessional responses. I just should go to a dealership store to purchase a car. Then everything should be completed within a day.

1. A little more clarity on purchase process. When do things need to be signed by? How will drop off work? Maximum insurance deductibles? etc. A couple of examples were that I was very unclear whether or not we would get to drive the vehicle before agreeing to take it until the day of delivery (we did get to), and I got the wrong insurance because they took a couple of days to tell me there is a $1,000 deductible limit.

2. I have little faith in the 150 point inspection. I would love to see more thorough documentation of the inspection. The car also arrived with some minor bumper damage and two pits in the windshield that were not disclosed. I have a hard time imagining a thorough inspection was done if those major things were missed. They are going to cover the bumper repairs though so that is nice.

3. Why e-sign? We were forced to sign all of the contracts electronically, including confirmation of the odometer reading, which obviously isn't possible before seeing the car, before they would bring it. Then we had to re-sign once we accepted the vehicle. I like having the contracts beforehand to go over, but why sign twice, and it felt very uncomfortable to sign on information that we could not confirm.

4. Our drop off driver was not very reassuring or clear. This wasn't a big deal, he just didn't say a lot or seem very interested which made me a little nervous that things weren't going to go correctly. This was a very minor issue.

5. Not all the equipment was included. We got a plug-in hybrid and it did not come with a charging cord. However, after talking to customer support they are sending a check to cover the cost of a new charging cord.

I think it is important to include the caveat that all of these things could be an issue when dealing with buying any used car, and I do feel Carvana is taking care of these issues better than a used car lot would (though I do not have any actual experience buying from a used car lot). I do love how Carvana seems to be a company that cares about customers. We haven't gone for repairs yet, so we will see how the limited warranty and CarvanaCare holds up, but so far they have been decent at fixing any issues that we have had. Though we didn't need to use the 7-day return, it is great to have, and hopefully would have been a smooth process if needed. Overall, I think Carvana is on the right track, and with a little more care and attention to details on the backend they will be able to provide an enjoyable and effortless car buying experience.

Greg **

-- Gotta love the 7-Day Return policy.

-- The Kiosk was understaffed and having technical issues. Doors wouldn't unlock so the only way to get into the lobby was if someone inside opened the door for you. The Kiosk Manager and one other person were trying to handle everything - preparing cars for (immaculate) delivery, working with customers on their appointments, etc.

I wish I could remember the name of the Kiosk Manager - she made it all work - and that is my point in this review. I'm a consultant in Solutions Support so maybe I'm biased but: Tech companies could really help themselves if they accepted the fact that the human component is critical. There are ways where great people (like the Kiosk Manager) can cement the experience that the technology has enabled. These people need systems, processes and support from corporate (which she felt she had but my sense was she didn't). If Carvana can figure out that softer side to their process, this will be huge.

The last thing I was told by specialist my registration is there. All they need is my signature. I offered to go there and sign. They said, "No need. We will FedEx it overnight." I’ve been hearing this since last week. I called again and guess what delayed which is not a surprise to me. I said I’m still being patient. I’m still sticking with this car 'cause I really like it but I have been looking elsewhere but can’t seem to find what I want. Havana no excuse is there working with Illinois with strict rules which they have my car they have my registration. Everything seems to be OK. All they need is my signature so I can get the place but the person and registration doesn’t send me the registration for me to sign because they keep delaying the dates. It’s a never-ending battle. I had two friends and one family member who is going to ride through Carvana at first I was happy with how everything was going but now they see what I’ve been through they won’t bother.

So, I learned very quickly that this was not something that Carvana could just deliver to me and a new key would need to be created. I went to several approved shops and none of them were able to create a new key for the vehicle. At this point Carvana instructed me to go to the nearest dealership which for me was 90 miles roundtrip. I take the car to the dealership, let them know I need a new key and Carvana would be paying for it. A couple of weeks later, and another 90 miles roundtrip I was able to get the second key that was advertised as coming with the vehicle. The dealership also let me know that my air filters were so filthy, that there was no way that they had been replaced prior to the vehicle being delivered to me.

At this point, I decide to schedule a full service on said vehicle to make sure there weren't any other issues and to get the moldy and musty air filters replaced. The mechanic let me know, after inspection, that Carvana had installed a 2013 battery in my 2019 car and that the voltage was only at 45%. Carvana has refused to replace the battery at this point stating that the battery is not covered by the warranty. Terrible and untrustworthy company. Seriously, I will never purchase from them again!!!

They say they clean the car, but might get dirty on the drive. The driver wrote on the origin slip that the car was filthy when he picked it up and there were dings on his form not shown in the pictures online. The inside was also dirty. I took the car to a dealership for an inspection during the 7 day test drive. They said it was a good car, but was way past due for an oil change. The actual car was a good deal.

During Covid, DMVs and Emissions stations were closed so it took me awhile to get the forms needed to send it. They wouldn't send me a new temporary plate. I finally get all the paperwork and send in to Carvana for registration. They say something's missing. I am out of state, so I need to get a form signed from that state saying I am out of state. I got the form signed, the VIN is verified. Good. I send it in. Carvana or their "partner" lose my emissions form. First they tried to tell me I never sent it in. Then they admit it was lost, I need to get another form to send them. I get the form, send it in and wait for my plates. They send me a new temporary plate after telling me they could not send me any more.

I finally received an email and a text saying my registration was completed, the plates were coming FedEx in 5 - 7 business days and need signed for so I needed to make arrangements to be there. I texted and double-checked that they were coming to the right address. "Yes, that's where we're sending them." THREE weeks go by. They stop responding to my texts, I get online with the chat feature. No plates were sent. They say they didn't have all my paperwork and sent something to my loan servicer. So they sent me false information and didn't even let me know what was going on.

I am disgusted with Carvana. The car has been great, when I've been able to drive it. The company is one I would never recommend to anyone. I wish I could give 0 stars. I brushed off the registration issues I read about pre-covid. So this is not due to covid. This was already an issue.

Most people that I am close enough to maybe ask for a ride, have a full-time job and can’t just go drive around. I do hate to ask for help with almost anything, but that is on me. I also want to note that Carvana’s website says that once you are approved, your delivery will be scheduled within 5-15 business days. Again, I was approved just a few days after the original application date, but let’s just say that I was approved on the 15th of April. 15 business days would put my vehicle delivery on the 6th of May. Everything seemed good though, and after speaking with one of their representatives a few days after I was approved, they said the vehicle needs a pre-delivery inspection. Ok, fine, no worries. After the inspection was completed, they would call me to schedule delivery… Another week goes by. I end up calling every day to try and get answers on my vehicle, but all they tell me is that it is in queue to be inspected in Texas.

After talking with someone everyday for almost two weeks and getting the same answer of “we will send a note to the inspection center”, someone is finally able to tell me that my vehicle isn’t even at the inspection location, and someone must get it. My vehicle arrives at the inspection location, and I leave them alone to do their thing. For the record, I was not rude to anyone because I have worked in customer service, and I know that some things are completely out of your control. After I get a notification that my vehicle has been inspected, I call to see about delivery. Delivery to Pittsburg, NH for an extra $600. I understand the fee, not complaining, just want to point out the facts. Every time I talk to someone, they cannot give me a delivery date… but the website says 5-15 days…? Why is this such an issue?

After becoming even more frustrated, I say, "Fine. I’ll pick it up. Where can I pick it up?" “Oh, you can pick it up in Manchester, NH (3 hours south) on the 7th of May!” Ummmm…. Why is there magically a delivery date? And they wanted to deliver it to a Hannaford’s grocery store parking lot too… I am too exhausted by these people to argue. Ok. I’ll be there. Another thing to note is that I have been looking for an apartment to move to for a couple of months at this point as well. I had very little luck due to demand and prices of places. I lucked out and got a place with last minute notice and it was available right away. I moved in on May 4th. Now I have to change addresses and everything, but hey, I’m so much closer to the delivery location of my vehicle that would be there in supposedly 3 days’ time.

May 5th comes around, I’m unpacking, cleaning, etc. I get a notification that delivery has been rescheduled to the 17th of May (a day that did not work for me). I feel like I shouldn’t have been surprised, but alas, I was not. Not the fun kind of surprised either. The kind of surprised you get when something negative and unbelievable happens. I am so annoyed. I call, again, not rude but clearly frustrated. I need a vehicle. I say I am going to get a rental and ask them to pay for it or reimburse me. They don’t do that, but they’ll send me a check for $250. Wow. Thank you for that. My rental was over $1000 and it was the cheapest one I could get while still being able to fit my dogs in there. I mention that I moved too, and the lady said she needed new proof of residency. Well, I don’t have that because I just moved and none of my utilities are updated to my new address. I have my lease agreement, but I need at least two documents with my address.

After disagreeing on some things, I just say, “You know what? I didn’t actually move (as I am standing in my new apartment). Just keep my address as Pittsburg, NH.” "Oh ok. All your documents are fine then," she says to me. I thought she was messing with me. I thought she was giving me a taste of my own sarcastic medicine. Nope. She says everything is fine. Whatever. All I can think about is how much I hate dealing with Carvana and I wish I had just gone to a dealership. I told them the 17th doesn’t work for me and we made the delivery day move to the 19th. Not Carvana’s fault there.

The morning of the 19th comes around after having to drive around in a rental. I have a text message from Carvana… “Your car is being delivered tomorrow” which for me would’ve been the 20th and not the 19th. I text back “you mean delivered today, the 19th of May?” Text reply “Yes.” Ok. But now they need proof of my new address even though they said everything was good. Maybe I deserved this for being sarcastic earlier. Whatever I sent, (I don’t remember at this point, but I know I was following their directions) wasn’t going to work. Fine. I send over my internet service contract (not the actual bill) because my bill has not been published yet since I just moved. Both this document and my lease have the same zip code, but one says Concord and the other says Penacook. They share a zip code. I know they can hear the strain in my voice because it is the 11th hour, and I feel like once again, Carvana is going to screw me over.

I ask them to think logically. If you type in 03303 into Google, it lists multiple towns in Merrimack County of NH. No. They need two documents with the same city/town on it. I am scrambling to change any of my utilities to Penacook and hope that I have two documents with either Concord or Penacook as proof of my address. I am also scheduled to have a meeting with my supervisor over Microsoft Teams while all this is happening. Luckily, she was very understanding and patient. Still, not a good look to handle other business during your work hours. I finally get them the two documents and after about 2 hours of this, they accept what I sent them. In my opinion, at least one of the documents was not as solid as something I had sent them previously, but they denied the one that seemed more solid and took this new one.

I could hear this man’s supervisor in the background, and she sounded like she had some kind of complex about being in a position of power. That is also my opinion, and I don’t have anything else to base it off of. Take it or leave it. The delivery guy calls me and sends me a picture of something missing on the vehicle that a claim will be submitted for, or I can wait and have them fix it today. I’ll submit a claim. Just please deliver my vehicle. Instead of bringing it to Manchester, the guy delivers it to my door, for which I am thankful. However, up on the flatbed, I notice a panel that appears to cover the tie rod on the passenger side is missing a bolt and hanging down. I mention it. It gets brushed off.

I also notice some chips and scratches that were not divulged when I first looked at the vehicle (internet pictures). I took pictures and I will see if it is worth arguing with them over. Probably not, judging that they only gave me $250 towards a $1000 rental (I do not have that check yet either, btw). They gave me two, $25 gift cards, topped off my gas tank, and delivered my vehicle to my door. They told me over the phone previously that the gift cards could be used for gas. The gift cards were nothing I could use for gas, in actuality. They were quite specifically for Fandango movie tickets and the other one was for a group of restaurants. I don’t usually pay to watch movies, but if I do it is from the comfort of my own home, and I rarely go out to eat. I enjoy cooking. Anyway, I really could have used the gas cards. The average price of gas in NH as I write this is $4.676.

I also signed all the documentation that they brought so that I could have my vehicle registered after the 7 day try-out period. The delivery guy installed the 10 day temporary plate on my vehicle after I signed and he looked at the documents. Update 5/26: 7 days since my car was delivered. I like the car, but it does need some work. Some minor cosmetic issues and likely an injector issue. The vehicle skips when I accelerate. I am having it looked at tomorrow through an approved repair location, that SilverRock (the Warranty Administrator for Carvana) has listed. This morning I get a notification that Carvana will be sending ALL of the registration documents to me because they don’t have them, and they need them signed by me. I already did that at delivery but ok. They say it’s maybe because my address has changed. Ok, well we went through that extensively on the day that my vehicle was delivered via phone.

Again, I signed the registration documents that they gave me when my vehicle was delivered. One of the documents that I filled out when it was delivered was also a NH change of address form and I gave that to the delivery driver. So now I have to get this new registration packet via mail, and send it back to them. I will never go through Carvana again. The most frustrating car-buying experience I have ever had, and I feel like that is saying a lot. Sometimes in-person dealerships can be a lot of hassle. Nothing I have ever dealt with has come close to this experience. Carvana is a complete joke of a business. I absolutely do not recommend them to anyone, ever.

I noticed later that there were some imperfections that weren't documented on the listing. So I entered the info on Carvana's site. A short while later, received an email from the warranty center to contact a local body shop and see if they could work with their requirements. I called the one our company uses, and he was happy to. Drove over that morning, he wrote up an estimate and sent over to the warranty company. They approved a short while later. No dollars out of my pocket! Loving the Jeep and have been telling others to check out Carvana!

They pushed out the delivery 1 week to allow for repairs to be made to "ensure a seamless delivery this time". The day comes for the delivery and guess what, I get another TEXT MESSAGE that says the vehicle delivery date has been pushed out 2 weeks this time. I had to call to get details. Meanwhile I'm renting a vehicle because this is to replace my last one that was a total loss from a car accident, which I wasn't at fault for. Carvana said "Don't worry we will give you $1,000 credit after delivery to help offset the cost of the rental.

Which leads us to today... 1.5 hours before delivery I get a phone call that the vehicle still won't pass emissions and the vehicle delivery date will be pushed again. I called the main office and canceled our order and was told that I will not be reimbursed the $1,000 or given any compensation for our inconveniences. So we basically paid over $1,800 to be treated with terrible customer service and missed time at work, not to mention the arguments and stress associated. I ask you Carvana, what will you do to make this right???

Tried to log on and sign it, system was down…Talked to customer service again, no record of the documents we signed and could not get the system going for us to sign again. What kind of business is this? They just lost 20k cash and a person with excellent credit. The customer service person was apologetic but it’s a lot of hot air and one entity doesn’t speak to the other, not to mention the tech issues they’re having. Take your business elsewhere. Not worth the headache!

* They even somehow navigated the adventure of Massachusetts RMV with ease. Car was delivered with plates in hand. I was signed and done.

* My lone issue was a single delay in delivery. I purchased on a Saturday. The car was due to be delivered on Thursday. But Thursday morning I received notification it was delayed until the following Tuesday. That said, when I did call right at 9am and talked with a rep they were extremely friendly and knowledgeable and promised me the lone cause was just they didn't have a delivery driver (almost like he called out sick). And honestly in today's times this is understandable with everyone being short staffed. My only complaint was it would of been nice to know the day before as of course I had to arrange my day (home from work, kids etc...) All in all, as long as the car functions as it should (2019 Volvo with only 20k miles) and I get a few years with no large issues. I will %200 use Carvana again.

Clearly this car is not safe and I returned home and called Carvana. They told me they would bring back my trade in the following Friday (1 whole week later), and I was like okay, as long as I get my safe car back. So I called on Monday and confirmed the trade in is coming back, and everything is okay. The advocate told me my car was coming back. So it eased my worries.

Fast forward to Friday after being home all week because I was stuck with an unsafe car and Carvana had my trade in… They show up… WITHOUT THE TRADE IN!!! The driver doesn’t even have a clue where it is. NOTHING. It was SCARY!!!! So after an hour standing there while she calls customer service, she just tells me there’s nothing she can do and to call Carvana. SO I did. I called and got an advocate that promised that they would call me back later in the day for a courtesy call, but never did. the next day I waited for a call (I can’t go anywhere 'cause Carvana has my good car), and they never called.

I call back later in the night to a different advocate, and they said the person that promised me a call back would not be in until Tuesday... Keep in mind this is Saturday. They had no update. I am FURIOUS. I will never ever ever do business with Carvana again. I will tell every single person I know about this story and hopefully no one that I know does business with Carvana. They are terrible. Who treats their customers like this? I’ve had conversations with about 5 of their advocates, who ALL NEVER KEPT THEIR WORD. Now I’m just sitting here writing an angry review about a stupid company that will never pay any mind to me.

Please. If you are reading this. Just go to the dealership. It is not worth this stress. This company is terrible. Just go to the dealership and get the dang car and haggle with the salesman, they will never treat you the way Carvana treats their customers. Please just go to the dealership so my pain does not go in vain.

We called 5/17 and they claimed they did not have copies of our contract in their DocuSign system and re underwrote our loan, and since our score dropped due to credit pulls(due to car shopping) the interest went up 5% and we needed a larger down payment! BS. we already have a signed contract and now they are penalizing us for their mistake of deleting our contract out of DocuSign. The 3 day right to rescind expired last night, found out today they sold the truck. So they waited until the last moment then changed the terms to trap me into a higher rate and down payment, because they lost the contract. so they claim. Hired legal counsel today and will be suing them. hire an attorney if this has happened to you, this could turn into a class action.

Original Review: May 18, 2022

I purchased a 5 year old vehicle with low miles as a second car. At delivery the low tire light was on and it was not washed very well. After airing up the tires I didn't notice any significant issues with the car. A few days later I took it on my first highway drive and immediately noticed a vibration. I took it into my dealer and found all 4 tires have flat spots from sitting for long periods. I called Carvana customer service and was assured that since I was reporting this issue within the 7 day return period they would get the tires replaced, even though they are considered a wear item. They extended the 7 day period to get this resolved.

My dealer then called in the claim to SilverRock as instructed by the Carvana team. Only one tire was approved. I called back to Carvana and was transferred to SilverRock. SilverRock then transferred me back to Carvana stating they couldn't do anything about the issue. I was then told by Carvana that they had no influence over the decisions made by SilverRock. So even though I was promised by Carvana that they would take care of the issue, it wasn't. Ultimately I decided to keep the car (everything else seemed to be fine) and incur the cost of the tires. I believe SilverRock's claims process is designed in a way to deny repairs. I have zero confidence in Carvana or SilverRock should I have further issues.

That is a bold face lie. I talked to CarGurus and they confirmed that the dealer and ONLY the dealer can manipulate their listed prices and fees. Just to see if it was a fluke... I went the through the entire process with my 2nd choice car that was ALSO listed as "free delivery" and was met with the exact. same. lie. This is not a glitch - this bait and switch tactic is absolutely on purpose - deceptive trade practices worthy of a class action lawsuit for all of you guys out there that felt trapped or gave up and just gave them their $500 (or more) delivery fees. These guys are fraudulent.

As May 6th approached we were then told it couldn’t be delivered until May 16th with no explanation. Is this because of a mechanical problem? Is it logistics? Is it something else? We tried getting a hold of a human being to explain and we were unsuccessful. Now we’re in a position to switch cars, ask for favors, get rides with friends to accommodate not having a car that we had paid for weeks ago. Now, it’s May 16th and we were just notified the car cannot be delivered today and has been pushed back to Thursday the 19th, which I don’t believe for a single second. Don’t use Carvana. Go to your local car dealer who needs the business and supports your local community, at least you’ll have a human being to deal with when problems arise.

I spoke with Tiana at Carvana today, 05-16-22 and informed her of the issues. I told her that I was confused on how they can sell a car without inspection. I told her that I lost my brakes and smashed into another driver. She apologized and hoped everybody was ok. I told her I wasn't being serious but it could have happened because my brakes were shot, or maybe something else faulty could have caused an injury and that's why I couldn't understand how they can sell vehicles without inspection.

She assured me that Carvana does a 150? point inspection on all of their cars. I said that's a bunch of ** because if they inspected MY car, they would have noticed the front brake pads were shot! So the outcome is that because I live in Pa. it's my responsibility to maintain inspection/emissions. DUH. Which I'm sure it's everybody responsibility in every state to maintain inspection/emissions. So whoever did the "150" point inspection on my car, lied! They lied about the inspection, oil change and detailing. Because of the interior of the car being dirty, I am supposed to be betting a $100 refund which should cover most of the Pa inspection/emissions provided nothing else fails!

BUYER BEWARE! Check everything. I knew the brake pads were bad before I test drove the car. The cleanliness and other services that were never address are not 100% Carvana's fault but the fault of dealer responsible for pre delivery. The only Plus to this experience is that they delivered the car to me. Most pizza parlors deliver but their food isn't always that great. I'm aware of a lot of customers complaining about how they never got their registration either. I'm waiting for that next.

On the 6th day, "AC off due to high engine temp" came on. My car had not been running all day but the warning light was on (and still is). I called and texted the customer service number and they advised me to put in a call to a silver rock service provider only to arrive at the shop and they tell me they don't accept the coverage!!! I then call Carvana back, explain this, give them the names of the repair shops that would not service my vehicle, the representative processed to call on my behalf and got the same response. They said they would reach out to a dealership and request they run a diagnostic test (no cost to me) but just know that the document could take 24 hours to be received, however I should call to set up an appointment.

I call the dealership (hours later for time sake) and they have no idea what I'm talking nor did they speak with anyone from Carvana. I call back again. The representative has no idea what I'm talking about, tells me my 7 dmbg ended the day before and there are no notes saying there was an extension (I have two emails which say it has been extended). At this point I'm completely floored and request the car be picked up immediately and no I do not want a replacement. I don't know how they got 5 star reviews with this kind of customer service.

Also, I purchased a second car and they told me my rates, down payment, and monthly payments before ordering which I agreed to and signed the documents. After a couple of days they want me to put a 2k+ down payment (when it was $0) or I will lose the car. My recommendation, instead of these people “driving you happy”, they will “drive you crazy” so, take your business elsewhere.

Not to mention the woman who called was curt, could not be bothered with what I had been told 12 hours prior and was otherwise completely unhelpful after telling me incorrectly what the law in my state was. I asked to be called by someone at higher level of customer service, was told they'd call, and it never happened. Unfortunately as the consumer, in the end, there was nothing we could do about the situation, they didn't do what they said, they didn't provide the service they initially promised and there was obviously no communication between the people we dealt with.

I called Carvana customer service to get my money back. A lady, Carvana, said to send me a check after I purchase the vehicle and a 7-day money-back guarantee. I told her that I had already talked to the guy at Austin Carvana that I won't buy the vehicle because of the issue. It is true that Carvana had already inspected, and the vehicle passed a 150-point inspection but didn't start at all. Who wants to buy that car?

The lady said if I don't buy the car, then Carvana won't be able to give me a check (money) because it is attached to the vehicle purchase. I was really pissed off because she repeated the same thing and was not kind at all. I planned to buy two cars from you, but bye-bye Carvana. I never ever buy any car from you and tell all my friends and people about this. If you are reading this, trust me and what others said here. Do not buy a car from Carvana. Not responsible at all and no professional at all and no kind at all!!

Original Review: May 11, 2022

I may give it a Five- I really want to because the bottom line is Carvana got me a great safe car 2020 Nissan Sentra. Really happy the first week so far-I'm not anticipating any problems. Carvana's program is a strong foundation and this company continues to grow. The only hick-up is they need to be completely open with exactly where your car is in real time. That's it! If they can do that on a dashboard- the sky's the limit. Be upfront- buyers know there are delays in today's world. I must say my car with the plates already on (not a temporary plate). Once you have your title in hand- ONLY then can you grade Carvana note: 4 now maybe a 5 later. Incidentally- the employees of Carvana are outstanding

Warranty work is covered mostly by Tires Plus and Firestone, neither of these facilities can properly diagnose and repair necessary bodywork. I've run out of my 7 day exchange on the 2nd car and didn't want to roll the dice to be stuck with a 3rd under inspected car (no 7 day exchange on #3). I a now reliant on finding a body shop locally that will work with the 3rd party car warranty company to fix the issues with the 2nd car. Now the wait is on for the title and registration process...

Original: Dealing with Carvana was a bad experience for me from the start. As a disabled person, they required additional paperwork for financing that would not be required for other applicants. They delayed delivery date of the vehicle five times, requiring me to constantly rearrange my schedule. The vehicle that I purchased came from a dealership. Do NOT purchase a vehicle from them that comes from a dealership because they have never laid eyes on it. They say the vehicle has been inspected but they don't know for sure. The vehicle that they delivered to me had been wrecked, had deep scratches all over it and had a bad dent. The front and back bumpers were going to need to be replaced. When I spoke to their insurance company, they were going to use after-market parts to fix it. Then the oil started leaking.

I put two quarts in the vehicle in three days. I rejected the vehicle, which they allowed, and they sent a replacement. This vehicle is in good mechanical shape, but beware...they acknowledge some exterior issues, but not all. The ones that they identify are not always what they say they are. A chip in the paint on my vehicle did have chipped paint where there is a dent. They didn't mention the dent. They also don't mention any cosmetic issues on the interior. The storage area was scarred badly on both sides, like the previous owner threw their luggage around in there. Just be cautious. Their financing rates are not competitive and the payments seem low but they stretch them out five to six years, where you will end up with an upside-down loan. They say they give you a seven-day trial period, but cut mine off a day early.

Once your vehicle is delivered, you can't call them. Your calls have to go to their insurance company. I actually used my landline to call them so they wouldn't recognize the number. They gave me a two-day extension to finish submitting my complaints, but they are hands-off on these decisions. They take no responsibility, but hand these decisions to their insurance company and say that everything is up to the insurance company. So many things. Not worth the hassle. You think dealing with a car salesperson at a dealership is bad? I will never purchase anything from Carvana again.

Carvana has sent many forms and applications for me to sign and send back and I’ve even sent in multiple documents that they were requesting, which were all correct and I’ve yet to receive a hard plate tag! My mom even tried to walk them though the process of correcting their mistakes and getting my paperwork in because she was the deputy tag agent at our tag office for 35 years! Being an out of state Dealer or online Dealer doesn’t make a difference. Laws are laws and if it’s don’t write everything will be smooth!

All of the excuses they’re saying and the run around is absurd! It doesn’t take that long to correct the issue so a rebuild on a purchase for 9 months is unnecessary, ridiculous and just another excuse to cover their mess ups!! All we’ve been getting is the run around with these folks and now we see we’re not the only ones either! Oh and the last set of temp tags has expired and I’m not able to drive the vehicle without getting ticketed for expired tags. Someone needs to do something and stop avoiding the issue.

Original Review: May 10, 2022

This is my second purchase from Carvana. This time the car I purchased has some serious issues, transmission jerking, loud engine sounds. I traded my car yesterday, and drove the other car a lot yesterday, and last night. I want to return this car, as I do not feel it is safe to drive. I want my trade in returned to me, so that I have my safe car back in my possession. I called today to state I want to return, and want my other car that I traded. Now I have to wait 4 days to get my car back from them, and I live only a few miles from one of the Carvana lots, and I am sure my car is there. Just bring me my car back, and take this one and do a real inspection on it before selling it to someone else. I have a kid I have to get back and forth from sports, etc. and now I don't want to drive this other car.

I was told it will be this long since it was a trade in... That does not make any sense, I do not want this car. Bring some papers, let me sign them, and leave my nicer car back in my possession, since it is actually still my car. I even offered to go swap the cars myself, and was told the date will still be the same. Not happy this time, I was happy the first time I purchased from Carvana, and that is actually the car I want back. It seems that if they want happy customers they would do whatever it takes to fix an issue. This one is easy enough, bring back my car and take this one back.

My first purchase from Carvana was fine, and I have recommended them to others. I will not be doing that again. I also asked for an email confirmation of the delivery/pickup and was told they cannot send me one. However, I was receiving emails and texts after I purchased this BMW that is now going to sit in my driveway for 4 days, 5 days total. It was even jerking when I was trying to move it into the driveway and out of our way. Not good, not happy. I am not driving my child around in this car.

On the morning of the new delivery date, April 30th, the driver called to inform me the Chevy was damaged in transit (picutres showed an 4-5 in. hole had been punctured in the front bumper) and I could either have them fix it (leaving me with the F-150 for another 2 weeks) or I could accept it and go through the claims process with Silver Rock to get it fixed. At that point, I decided to decline the vehicle and convert my trade-in to a sale. The gentleman I worked with to convert it assured me that given the prior issues a rush would be put on this sale and I should expect the check in 3 business days, which would be Wednesday, May 4th.

The check did not arrive so I called customer service on May 5th and was placed on hold for over 20 mins; eventually hanging up due to work obligations. I called again on May 6th and was assured the sale had been processed and the rep said they would email me with a tracking number. I never received an email. I called again on Saturday, May 7th and was finally able to get a straight answer on the check status, which was that it hadn't even been issued. I was once again assured that they would expedite this, it would be ready for FedEx to pickup that afternoon, and they would send me a tracking number. I got the email with the tracking number several hours later and it showed that the shipment hadn't been created until after 5pm, which meant FedEx didn't collected it.

3 business days have now turned into at least 7 since the earliest the check will arrive is May 10th. I have been without a vehicle for over a week (and really closer to a month because I avoided driving the F-150 as much as possible to reduce the risk of getting stuck with it). I have agreed to the purchase of another vehicle from a local dealer, but can't take ownership because of the funding delay. Carvana talks a big customer service game, but their actions fall woefully short. There has not been a single solution or restitution of any kind offered. This has objectively been the worst experience I've had with any company. I strongly recommend avoiding doing business with this company.

The tags took about 6 weeks to arrive (a lot longer than what it would've taken going with a local dealership), but they extended my temporary tag while all of this was being taken care of. The mail service is very slow these days as well. Didn't have to call to have it extended though. I've heard a lot of people have issues with late deliveries, not receiving tags, etc. Fortunately, I guess I'm one of the lucky ones.

Would've given them 5 stars were it not for the headache dealing with their warranty company. Had the vehicle checked out by a mechanic, and all seemed well. Drives great. All in all, I'm pleased with my experience. I think some of the registration issues people have may stem from having to get those forms notarized so they can register your vehicle with the state DMV. They don't explicitly ever tell you you have to do this. If you don't notice it on your vehicle sale dashboard, you might not ever get properly notified that it has to be done. Seems like a very important step for them not to email or remind you about it.

As I am waiting for the second vehicle to be delivered (requested a return of the 1st vehicle obviously), they once again told me I will have to wait an extra week from originally agreed upon delivery date. Now this is almost three weeks for my family to be down to one vehicle. What do I get from Carvana? "Sorry". Horrible customer service and ZERO help from them. Basically, they said Good Luck! 150 point inspection? No way. There is no way they did that on the first vehicle I agreed to buy. Zero chance. They don't care. My family was at risk in that vehicle and they just tell me that they hope the second vehicle works out better for me. I just don't know what else to say. I would never recommend anyone go through this or use Carvana. They don't care, I am sure (and have been proven right by their responses). Horrible business.

Anyway, Carvana's on-line site was the most understandable and easiest to work with out of all of them I checked out. The filters available made it extremely easy to find what I was looking for. Now that I found the vehicle I wanted, came the buying process. OMG-what a breeze that was. I had my financing approved through the company Carvana deals with just like that, or I could go with other options, if I chose to do so.

I just set my down payment amount and they adjusted my monthly payments accordingly. Now for the big experience...once I clicked on purchase - a Carvana Associate contacted me and we were off to the races - what a breeze. They handled everything on their end within 24 hours. But back to the process - once I agreed to and docu-signed everything - I chose my delivery date. Any questions I had, or even came up with were handled immediately. The vehicle was delivered 30 minutes within the specified time - that is unbelievable - and no money changed hands until I completed my 7 day free trial with the vehicle. I was so happy with their customer service and the vehicle, that I contacted them early and stated I was extremely pleased and that I was keeping the vehicle - but they said I still have several days remaining on my free trial...lol

Yes - I had one issue, the vehicle was transported through two locations and somewhere along the line an associate put a small chip in the paint and scratches on the rear bumper. The delivery man pointed them out to me and said, "That was not up to Carvanas' standards and that he reported it to their insurance. The insurance e-mailed me the next day and everything was approved for repairs at no cost to me, except for a little bit of my time... Carvana and all your associates -I could not be more pleased with everything you have done, I am extremely happy with my purchase through your company...THANK YOU! I would give you 10 stars if this review system would allow me to. Now and always - a member of the Carvana Family - Jeffrey WVE

Then the horrific transportation delays began, I waited 77 days from my original scheduled delivery date of January 27, 2022 with text statements from Carvana such as: (1) We know that you could have gone to another dealership by now, so we wanted to say thanks for sticking with us. (2) The delivery of your BMW 7 series has been rescheduled... (3) Your BMW 7 series experienced a transportation delay, we sincerely apologize for the delay and appreciate your patience, if an earlier delivery becomes available, we will absolutely get in touch with you.

My first delay/push back , at the last minute (the day before 1st scheduled delivery date of January 27, 2022) January 26, 2022, I received 7 delays/push backs before final delivery: (1) The next scheduled date 02-14-2022 (disappointment to me and my wife, sweethearts day), Valentines. (2) 02-22-2022, (3) 03-02-2022, (4) 03-08-2022, (5) 03-22-2022, (6) 03-30-2022, and finally the arrival/delivery date (7) 04-14-2022.

They offer Gifts and Reimbursements (G&R's) if you request and management approval is given, and after all the delays and compassionate text messages stating that Carvana appreciates my patience, partnership, and apologies for the delays, a manager in this billion dollar industry named (Mollie), decided after my 7 day return period, to disapprove a (G&R) in the amount of $425, and lowered another (G&R) from $100 to $65 for the lack of a spare tire/changing kit, that was pointed out during my delivery inspection by the delivery driver Alejandro (Alex), again these were pre-approved amounts that were emailed to me, this didn't seem to be appreciation. I expressed my situation with a colleague (Kelly) she experienced a 2 week delay, complained, and received a $250 (G&R) with no problem, good thing for Kelly that Mollie missed that one.

I would like to thank Alejandro (Alex), the delivery driver, he assisted me with my inspection of this vehicle and didn't rush my inspecting the vehicle, he was courteous and patient, thank you sir! My customer advocate (Robert **) that took over assisting me about half way through these horrible delay experiences was/is awesome. He listened, responded to all my emails, and kept his word in returning all my phone calls, unlike management. He continued to apologize for my delays, reached out the HUB, and updated me again and again, he made these horrible delays easier to deal with. Robert definitely epitomizes customer service, a man of his word! Thank you Robert **! You are a true asset to Carvana and their unappreciated Customers, like me. Maybe Mollie will approve Robert receiving the $460 that I was so easily cheated out of, he deserves it! Paul D.---Houston, TX

Speedometer light went completely out, the leather on the driver side seat is torn and the driver's side door would only close after I tried to close it three of four times, the passenger door power locks won't lock anymore. There is no way they did a 150 point inspection on this car. The problems were so obvious, how could they miss it? Still in my 7 day period, and I know why they give you 7 days, cause they are not inspecting these cars, but leaving it up to the consumer to inspect them, and hoping they are just desperate enough to overlook the glaring issues.

I decided to move to the next vehicle, another Kia Forte 2016. Granted, each vehicle will net you a week wait or more for delivery. This vehicle was scheduled for delivery, and I figured I was good to go, NOPE, an email awoke me with information of a 45 day delay to deliver due to....glass. That's right folks. "Glass". Nothing followed. I spent several hours trying to figure out what was wrong, and why such a long wait, to no avail. This leads me to vehicle number 3.... This vehicle was ironically set to be delivered TODAY, but as usual, a phone call was received to tell me there was ANOTHER delay of 2 weeks. This was due to ANOTHER engine issue, and the 2 weeks was the delay for a diagnostic, not the actual repair. LOL. Which leads me to vehicle 4....

This was placed today, and delivery is for May 10th. I have to say, I am not confident at all this will go any better than the first 3. You are probably asking why I would bother to continue on this Trial of Job experience with Carvana. Well, they have promised me compensation for all my suffering and delays. Ironically, I have spent about 30 hours of my time, including 2 days off to receive these deliveries. Their compensation of 990$, while nice, does not really cover my expenses at this time, and now that I am elbow deep, what do you do>???

Insurance on a vehicle I cannot drive and is sitting in my front - 146$

Dealing with a heartbroken teenage girl - There is no compensation for breaking her heart.

*Customer Service - Their people are extremely polite and professional

I am still incredibly upset that I have had to go through this litany of crazy, and I am obviously not the only one.

I personally gave the car a thorough inspection and found a few issues. The radiator cap seal was faulty, which could have caused low coolant and overheating. The oil dipstick tube was dented making it impossible to read the engine's oil level, and low engine oil could turn into a huge problem. Carvana did have a new windshield installed, but the installers did not reattach the hood cowl, and apparently they discarded the bolts needed to attach it properly. All the fluids in the car were visibly dirty and needed to be replaced (engine oil, coolant, brake fluid, transmission fluid, gear oil). I am able to fix all of these issues myself, but the customer experience doesn't meet my expectations for buying a car.

In contrast, the interior of the car was impeccable, indicating that Carvana is capable of paying attention to details in the areas that they think the customer will notice most. And at least I didn't have to spend time in a sleazy car dealership, which is something. I honestly can't say that I would recommend Carvana for a used car purchase. I survived the process and eventually got a car that I liked, that needed some repairs and maintenance. But attention to detail in the mechanical inspection is lacking as is the overall customer experience. Buyer beware.

Frustration level is now over the top. Almost cancelled the deal. Prayed for patience and decided to try ONE MORE TIME. New date was 04/22/2022 again, arrange life around the date to be home for delivery, sign yet another set of contracts. Getting notices from insurance I will be penalized because I haven't hooked up my safe discount device. The tracking app on the mobile site does NOT work the day of delivery. You do get a text from the driver when he is like an hour out. On the day of delivery, it actually made it here. The driver was AWESOME. We went over paperwork. He explained they would debit the 1500.00 after the 7th day and I have made the decision to keep the vehicle. Perfect, set up a transfer for the day before with my bank. Then the debit goes through on 04/25/2022 (not the 7th day) causing overdraft transfer charges on my checking account.

Now I've paid for insurance a month for a vehicle I didn't even have possession of yet, got overdraft charges as the debit came out 3 days early. Carvana checks in after the "sale". They asked what they could do to make my experience better, I said, "Reimburse me as goodwill the month of insurance 68.00 and the 50.00 for overdraft transfer fees." Instant response received "Thank you for choosing Carvana! I'm sorry to read that. Unfortunately, we're unable to refund that."

The ONLY reason I gave this a 3 star was because my driver Cory was amazing, the rep who handled registration, Shelby, took care of everything in a timely manner and my plate arrived yesterday and lastly my vehicle was as promised when it finally arrived (I took it to my local mechanic for a full inspection.). As far as Carvana, would I buy again or refer people, likely no I can't trust they would provide a better experience than I had and I wouldn't want friends and family experiencing the same frustration and out of pocket issues on such a major life purchase. Good product. They just didn't deliver on their service commitment or customer satisfaction promises.