Carvana Reviews

Our bank was even embarrassed for them when they said they lost the check. So, if you want delay after delay and the complete run around- Carvana is for you. If you want to gamble on the vehicle's condition when it shows up- Carvana is for you. Oh, the 7-day return guarantee- you'll be out the shipping which will likely be over $600. It is really a shame this company is run so poorly. I cannot even imagine the disappointment we will have when it does show up based on the other reviews. Here comes the "we pride ourselves- contact customer service- sorry for the inconvenience.....blah…blah….blah".

They rescheduled me for 4 days later on Friday afternoon. I had to cancel my vacation on Easter weekend because I didn't have my truck and couldn't put added miles on my trade-in. Then I ask to be compensated. I was told it was against the law for Carvana to compensate me for their error. Caesar also told me it was against the law for Carvana to give me the trade-in price that Carvana offered, and I had a copy of it. Caesar keeps using the term "it's the law" as an intimation tool, so I would not ask questions and go along with what they say. Caesar also told me that the delay was Carvana's fault, which happens all the time. Other employees confirmed this and added they do nothing to correct it because they don't have enough employees. An employee said they don't want to pay employees the extra hours because someone else will buy it if someone turns it away.

After the days of phone calls and hours on hold, me and employee Susan straightened out my contract. She got me the right price for the trade-in I initially offered and found it when she looked it up. Along with the deferred payment, I took off a warranty that I didn't need because my truck was still under the manufactory warranty. I signed it electronically, with Susan walking me through it. I still have not received a copy of that electronic contact or the recorded conversation I keep requesting. I bring this up because the lender told me they have different numbers for my first payment date, the loan amount, and the trade-in.

Also, they claim they do a 150-point inspection, but the oil is at 1%, and I found French fries under the seat, so how well did they check it over. I asked how things worked so I could evaluate and see if things worked because there wasn't an owner's manual and was told to go to the dealership. (Dealerships won't help you or give you an owner's manual) And a chunk missing out of a tire, to name a few issues. I brought this up to Carvana but can't get a manager to call me back. I am constantly told that Carvana has assigned your case to one of our Advocates, who will contact you within 48 hours. I have only had the truck for 13 days right now. I have spoken with many great Carvana employees who were very understanding and sympathetic, but they were unable to help.

I have spoke with 3 different agents 3 different days and each told me it would be available within 24 hours to print. Now it is expired and I still don't have a replacement so I don't get pulled over and a ticket. I was told they are backed up and unable to put a "rush" on this even though I was told it would be available already. Fingers crossed I don't get pulled over and have to pay a fine on top of the car payment. Very frustrating, I'm glad I reached out because they never emailed or reached out like they said they would.

Also, with each call I made to Carvana, I started over with a new, uninformed Carvana agent. It would be better, once problems arise, to dedicate a single Carvana agent. I sought compensation for my lost work hours, waiting for my car. I was offered only $25 for the loss. After twice rescheduling, Carvana offered $250 but said this would not be removed from the vehicle price, but instead mailed to me 45-70 days after my 7 day g'tee expired. I am not confident that Carvana will follow through with this reimbursement, and now that my 7 days are passed, I will have no recourse with Carvana should I never see the check. I can only wonder what Carvana communications would be like if I had to return a vehicle, or exercise any of their warranties/coverages provided at time of vehicle purchase.

When the car was delivered the process was smooth but I noticed a large scratch on the roof of my car that wasn't mentioned when I bought it, as well as other exterior imperfections not mentioned. I had to go through their company to get these things fixed which was also a process. The car was also dirty when I received it, left over food particles and trash were left in the car from the previous owner. The car was not cleaned properly at all and I was given only $100 towards cleaning. I will not purchase a car through Carvana again.

I call and am told well it may or may not be covered and I basically have to just take my chances all the while the Carvana representative was rude because I stated that this would have been noticed during the 150 point inspection if one was done as is claimed. So now here I am having to take a chance on either it being covered, and going through a long process, or just paying out of pocket when I just bought the car. Buyer beware…

I finally decided to call out of work for the day (which cost me since I don't get paid leave). The car was delivered and I took it to for a test drive. The delivery driver didn't even offer me a test drive he basically forced the car on me and had me sign a quick signature on his phone (I have no idea what I even signed and he didn't speak English).

I took it for a drive and noticed the windshield wipers were never replaced. Which in itself wouldn't be a big deal but on Carvana's 150 point inspection it claimed the windshield wipers were replaced. This terrified me so I took the car to an auto mechanic and they said there is an issue with the drive belt and the struts. They also mentioned the left front constant-velocity axle boot is leaking. I bought the extended warranty so time will tell if they are able to resolve this issue, but so far I have had a pretty bad first experience with Carvana, and I am not likely to recommend them to anyone looking to buy a car.

2. Shop from the comfort of your home.

Everything else about the process with Carvana was a frustrating mess! Since you don't have a sales rep working with you, you can assume to have to cover all the leg work a sales rep would do in the dealership yourself. No specific questions about the vehicle I purchased could be answered with confidence by a customer service representative over the phone, not even basic things you'd like to know about a $30,000 vehicle you're purchasing. There was no way to contact someone and ask questions before purchasing the vehicle.

From the day I purchased the vehicle (Saturday) until the purchase was finalized (Wednesday), I had to call into Carvana at least 3 times a day to deal with one issue after the next. On the final day of the sale, Carvana reps suddenly changed their demands as to what needed to be uploaded to the website to complete the purchase at the last minute. The incompetence was alarming. I had to go to the bank and sit with my loan officer to call Carvana and spend 1.5 hours on the phone with them making sure everything got done, otherwise, the deal would've fallen through. The utter incompetence of Carvana was so embarrassing that even my loan officer was embarrassed. Every banker and service garage rolled their eyes when I mentioned Carvana.

The car arrived with RUST all over the shocks and axles. None of this was disclosed in the car hotspots detailed on the vehicle's Carvana page, even though it is visible to the naked eye in person. Carvana refused to reimburse me for the repairs of the damages they failed to call out. In LESS THAN 3 weeks and 500 miles put on the vehicle, the Check Engine Light came on and I had to pay for repairs out of pocket.

The Carvana 7-Day money-back guarantee and the limited warranties COVER NOTHING. When you spend $30,000 on a vehicle, you want to feel confident in your purchase. I do not. I am now going out to buy a full warranty on the vehicle because I simply do not trust Carvana. Save yourself the frustration and use somewhere more reputable.

We live in an age where we have access to any and all information possible through Google. So I prefer to utilize my resources and make a fully informed decision before buying my car. Of course, I didn't ONLY trust what Carvana had to say about the car; I researched each vehicle I was interested in through other online resources for open recalls, common issues, MSRP, etc.

Once I knew what to expect from the car I was purchasing, it was super easy to fill out the online paperwork. I also felt very comfortable that once the car was delivered, I would have a chance to look it over for anything unacceptable before I finalized the deal with the delivery driver. The man who shipped my car was very nice and professional too. I noticed a lot of reviews had issues with their deliveries being rescheduled. I wouldn't recommend Carvana if you are in desperate need of a car today or tomorrow. I scheduled my delivery 1 week in advance and it arrived right on time.

The car arrived very clean and ran very smooth. The only issues were a cosmetic damage during shipping and there were no floor mats. The delivery driver noticed this and assured me that new floor mats will be shipped to me for free and the cosmetic damage that occurred during delivery was covered under the warranty/guarantee. That being said, the "damage" is not even that bad; it is something I could easily fix myself, but I appreciate that it was acknowledged and covered under warranty to be fixed by professionals. I would recommend this website to anyone who knows how to do their research and may feel like salesmen don't take them seriously. Everything went as smooth and streamlined as possible for me. For that I am grateful.

They also failed to add my wife to the vehicle registration. We included all of her information during the buying process but only my name was included on the vehicle paperwork. The delivery person didn't provide any kind of solution when I brought it up. She just kind of shrugged and said that I might be able to get it fixed. Overall, it was pretty painless. We definitely overpaid for the vehicle but we also saved some headache. I just wish they had given us a clean car and completed the registration as we asked.

Called their customer support and no one seemed to care. Was told they would call me back to resolve the issue, and once they did call back, the person who I was speaking with didn't even know that I was just on the phone with someone previously regarding my issue. She just hung up. Clearly there is zero communication within their customer service. Summing up - No copy of my signed e-contract, Neglectful customer service, and a bad deal on a vehicle leads me to say I probably wouldn’t recommend Carvana to anyone unless you're okay with them taking money from you no questions asked.

Once I had picked out the vehicle that seemed right for me on Saturday, February 26, I set the delivery date for Monday, March 14. I had secured a third party loan for the purchase and I was notified by a Carvana associate on Wednesday, March 2 that I would have until the end of the business day on Thursday, March 3 to provide pictures of the loan check from the third party, or my delivery date would have to be pushed back. I rushed to get the check in time and was all set. Or so I thought.

On Saturday, March 5, I was notified that the delivery date of Monday, March 14 was delayed to Wednesday, March 16. I corresponded via text with a Carvana agent and sought to learn the reason for the delivery being delayed, even after I was assured and hurried to get the loan check to ensure the delivery date. The representative was unable to give me any substantial information other than "logistics issues" and had no useful information as to why the delivery was already delayed. I then went on to the Carvana website to attempt to reschedule the delivery, and there was a delivery option of Monday, March 14, but later in the day. I selected the later time and it was ok'ed by the website.

The following Tuesday (March 8) I corresponded with a Carvana rep via text and asked if the delivery date of Monday, March 14 was still happening. The representative told me that they were confident that there would be no more delays and I would receive the vehicle on that day. I scheduled 16 hours off of work to have time for the vehicle to be delivered and inspected by an auto shop within Carvana's approved auto shop network, and, it being spring break for my significant other's children, made Spring Break plans with the children that utilized the new vehicle (a truck). I had also set up a vacation trip that I would leave for on Wednesday, March 23, which would have left me still within the 7 day return period for the truck if something was wrong with it. I was hopeful and in good spirits.

On Sunday, March 13, at approximately 10:30 PM, 13 hours before the scheduled time, I received an email saying that the delivery had been delayed until the following Saturday, March 19, at 4:30PM. I did not see the email until around 8AM on Monday, March 14, and I called the Carvana phone number to find out why. The representative had no information other than "logistics issues" and that my vehicle had not left its origin in San Antonio, Texas (delivery was outside of Kansas City). I asked why I had not been notified earlier, as 13 hours late on a Sunday night was an unacceptable time to inform a customer of a delay, and was offered $50 per day of the delay.

I checked to see what the cost of car rentals would be for a truck for the same time period and the cheapest I was able to find was $100 per day, so I had to cancel my second day off from work, cancel the vehicle inspection appointment I had with the auto shop, AND cancel my Spring Break plans with my loved ones. I would also now miss out on 4 days of the 7 day return policy due to being on vacation, and having purchased airline tickets, I was not going to reschedule. I was furious, and I was unable to salvage my Spring Break plans with a truck rental because the cost of a rental was twice as much as the compensation offered for my inconvenience.

All the while, nobody from the Carvana customer service network nor its 'executive resolution team' had information from the logistics team that explained exactly why my delivery was delayed on such short notice. Justin, a member of the executive resolution team, was particularly useless and even seemed aloof to my plight the times I spoke with him. When I mentioned that I would now miss 4 days of the 7 day return policy, he stated that it was 7 days or 400 miles, whichever came first. He went on to mention that if I went over the 400 miles within the 7 days, I would be charged $1 per mile over the 400. Justin did say that they would extend my 7 day period to include the Wednesday, March 30-Friday, April 1, since I was out of state for part of it due to their 13 hour notification of delivery delay. This all will be important soon.

Cut to Saturday, March 19, and at 4:26PM--4 minutes before the delivery time--I received another email saying the delivery was delayed again. This time until 6PM. 4 minutes before my scheduled delivery I was notified via email that it would be another hour and a half. I called Justin again and all he said was "it's still coming today." I had to delay plans I had set up with my parents to wait for another delivery delay.

Once the truck arrived, I noticed that the odometer had 1,000 extra miles on versus what the bill of sale said. The delivery driver, knowing that I was already angry at having to postpone more plans after having cancelled numerous plans for the week, offered to put in a request for a compensation of $100 for the 1,000 mile discrepancy. Fuming, I agreed and went on my way to try and salvage my night.

I had the truck checked out at a Carvana certified shop, and there were some repairs recommended--new brake rotors and pads, a new battery, and a cabin air filter and cover (there was no cabin air filter nor was there a cover for where it should have been). The repairs were approved and 100% covered, and I did set up to have them completed when I returned from my vacation on Wednesday, March 30.

While I was still on vacation (Friday, March 25), I received an email saying that Carvana hoped I enjoyed my new truck and that the 7 day period was over. I was also sent an email asking for a review, and notification that I would have the title and paperwork sent via FedEx and I would have to sign for it. I ended up receiving that on Wednesday, March 30, instead of having the 7 day period extended like Justin had stated would happen.

I spoke to a different Carvana associate once I returned, as I was no longer interested in working with Justin anymore, to see if there was anything else that could be done to accommodate the 1,000 mile odometer discrepancy. I received apologies and was notified that the 10 cents per mile was all Carvana would offer me for their paperwork discrepancy and misreporting of mileage. And since I already had the title, with the original agreed upon and listed mileage, I was stuck looking like I had put an extra 1,000 miles on the truck already. I would also have been charged $600 for going over the 400 mile limit, as Carvana charges $1 per mile over that.

All in all, Carvana is the worst experience I have ever had in buying a car, and I continue to and will keep recommending to everyone to NOT use their services. Their customer service and 'executive resolution team' is a complete joke, they do not share information between their logistics team and their customer service team, and they simply do not care to even try and help with finding out information pertaining to specific circumstances (like finding out the exact reason as to why my delivery delay happened and just spewing customer service script jargon like 'logistics delays can be a number of things, we apologize'), they do as little as they can in correcting their own mistakes, and they are simply out for that sale. I have never been so disrespected and blown off by a company before, and when it comes to purchases of $20k and up, I had hoped for more transparency and better service. Do not use Carvana.

After this the paperwork fiascos started. When the car arrived I signed all of the release paperwork and power of attorney paperwork for the registration. Then I was notified that these papers were missing. They sent them to me via FedEx, I had to then run around getting them notarized, finding a FedEx drop off and returning them. Then they contacted me that more paperwork was missing when I had literally signed and returned every piece of paper in the envelope, the representative was unsure how to fix the problem and it took another week and 3 more phone calls to get someone who could resend the paperwork which required another round of taking off work to get things notarized and to the FedEx dropbox.

Finally almost 90 days after my purchase my registration arrived and they had changed my address on my registration and driver's license to an address that is incorrect. When I called to inform them of this they told me that I would need to take off of work yet again to now go to the DMV to fix their mistake.

I NEED MY CAR ASAP. That's why I placed an order online and choose the date I choose. Why give me the option If you gonna deliver when you feel like it!! This is UNACCEPTABLE PERIOD. This looks like a bad start and BAD BUSINESS. I canceled the order right away and I'll take my money elsewhere like to the real dealership where I can get my car the same day. I have no time for BAD BUSINESS and BS. Why bother giving an option for delivery if you're going to change the date to your convenience not mine. I needed my car the date I asked for not a week later so you can keep that **!

Now the 2nd one!! We started with a 2019 Chevrolet Trax, (6k Miles on it), the car was delivered on time, was washed, brand new car smell, on the exterior was waxed, and poorly polished so it has wax trace all body around (not big deal), but shows poor care on car detailing service for delivered cars, also the trax has some chips that were brushed fixed, awful way to try to fix a chip, keeping in mind there is a lot product out there that can be used to fix this kind of issue not professionally but in a better way than just brushed paint that not even matched the original car color, we returned this car due inside the trax is too small, we switched to a 2020 Kia Sportage (21kMiles on it).

The car was delivered on time, it wasn't detailed at all! Inside the car smelled smoke, it has more scratches, chips, outside and inside, that the photos showed in carvana original post, also this KIA SPORTAGE has pet hairs on all the seats, the delivery driver was nice and kind, but he is not responsible for this situation, so we called carvana customer service number and talked with an "advocate" she offered a $100 reimbursement and a "what do you want me to do", well we are paying $25k, for this car, and the post never mention anything about that car came from a smoker owner, so I expect from an "advocate" more than WHAT DO YOU WANT ME TO DO!! The car has a blue sticker showing the car was NEWLY SANITIZED CAR SMELL, what a **!!! The ** car smelled smoke all inside, just like a hotel smoking room!!

And there is the funny part, we found this little spray can on back seats STINGER CHEMICAL SMOKE ODOR ELIMINATOR!!! This is the way carvana used to sanitized the cars they are selling? They didn't even care to get this car through a professional detailed and odor remove service, this car came from CONCORD, NC carvana dealer. My suggest having testing 3 cars from carvana. The worst experience came from Delivery option, so my advice!:

I think carvana overall offer a good service, but if you are thinking to get a car from carvana stay away from this CONCORD Dealer carvana if you are in NC, and do not choose the delivery option, I guess they take care much better on pick up cars than the ones the delivered. There is no way to write this review on carvana website!! By the way, the 2019 Kia Sorento had a yellow sticker on windshield showing RECOUNT COMPLETE, the Chevrolet Trax and this Sportage didn't have the same sticker.

Absolute worse customer service ever and worse processing of any company I've ever done business with. They don't allow you to do your own registration so beware if you choose to use them. You are in for a very long wait! I still have not received any paperwork showing the exact amount they paid for the taxes and registration yet so don't know if I'm paying for something they charged for but have or actually paid or not!!

Then came the next notification: Delivery date was moved back a week. Now I'm getting pretty annoyed. No reasons were given, just told "here's your new date." I spoke to a representative, asking them what was going on. They couldn't tell me, so I informed them that if the car wasn't in my driveway on this date, I would be cancelling my order. I'd suffer through a dealership in order to have the car I needed quickly. So I signed yet another contract. And then the final notification: Delivery date pushed back another week. I cancelled the order. When I went to a dealership later on and had them assess my trade-in, I was given a number that was a thousand dollars over what Carvana had offered me, and an APR that was quite a bit lower. Moral of the story: the idea is good in theory, but it's not working well in practice. Not being able to speak to a knowledgeable person or negotiate makes it hard to get transparent information and numbers.

ORIGINAL REVIEW: Carvana has committed fraud. My car that was supposed to be delivered on 3/25/22. On 3/21/22 I was told it was delayed to 3/30/22 due to a shipping issue. On 3/25 I was informed of another delay because the battery of the Tesla was not working and needed to be replaced. I was told the parts were in stock and the car was being worked on. The new delivery date was set for 4/4.

On 4/1 I was informed that it was delayed again because they said the battery never arrived even though on 3/25, I was told it did and it was being worked on “as we speak”. All was said on a recorded line that management still won’t listen to. Now they are saying 4/14 it will be delivered even though there is no end in sight and there are no updates on the equipment being delivered.

3. The parts were in stock, and the car was being worked on- This was told to me on 3/25 on a recorded line. None of it was true.

Because of these lies I sold my car with false expectations of the new car delivery, I have spent over $1k in rental car fees, I have purchased car insurance for a car that has not arrived. I have paid for an electrician to install a charger for a car that may never arrive. If Carvana does not correct this situation I will be taking legal actions against them.

I complain and ask for clarification where they say, "Oh you never sent in the document." I said, "Yes I did." they say, "Oh we see it underwriting will view it before the deadline blah blah." Every time something goes wrong I get a different explanation. This last time I am speaking to a customer rep and they just stop answering. I have been polite. No cursing, no demeaning. I just want answers. Carvana I hope you see this because at this point I’m calling another dealer and if they give me the same deal I’m backing out and will drive the 2 hours to get my car.

To add insult to injury they will not provide a rental car while your car is in the shop and the WHOLE "We will reimburse you for car rental" LIKE who really trusts that and how long that will take. I am taking this car to their mechanic to see what is wrong with it but it looks like I am going to return this car on Monday./ SHAME TOO. I DO NOT RECOMMEND CARVANA. THEY ARE LYING ABOUT THEIR INSPECTIONS as there is no way you did a true 150 point with the check engine light on and rust around brakes. DO NOT BUY FROM CARVANA.

After holding about 5 minutes she comes back after speaking with "leadership" and said that she was mistaken, it's not a tire issue just a transportation issue. So basically nobody is available to deliver the car one state away for 3 weeks. Why was I presented with so many much earlier delivery dates? Why is the customer the one who pays the price in this scenario? What a nightmare already. I regret buying into Carvana's "ease of purchase/delivery" claims.

Crazy thing about all this is I called the Volkswagen dealership asking about the part, a gauge cluster for a Golf TDI, and they have it in stock, available for pickup today. If I had the car, I'd be able to get it done by tomorrow. Long story short, the communication and business practices here are sketchy. There is clearly something else going on, and they are not communicating that with me. Buy your car somewhere else. Trust me, it's not worth it.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 28, 2022

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 5, 2022

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

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

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

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

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

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

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

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

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

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

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

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

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

The good.

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

2. The price was competitive.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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