Carvana Reviews

On Friday I get enthusiastic text messages that my car will arrive the next day. I'm excited. Saturday delivery time comes and goes. No delivery. No contact at all from Carvana. I have to call them to ask where my car is. They don't know where the car is and say they will let me know as soon as they hear from the delivery hub. An hour later I get a text informing me that there was a mistake and my delivery date would have to be postponed an entire week. They offered me $25 per day up to a max of $125 for my inconvenience of having to wait another week. I decided to wait because I really wanted the car and had already sunk a ton of time into finding it. I re-sign my purchase order, re-sign all of my financing documentation, call my insurance AGAIN to have them hold off on starting my coverage, then patiently wait.

Thursday I get another text message from Carvana thanking me for my patience and confirming my upcoming delivery date. Everything seems to be in order. Today (Friday) I get a call from Carvana - "We messed up. Unfortunately the car you purchased (a marketplace vehicle) had already been sold and the vendor didn't let us know. We're really sorry, but to make it up to you we'd like to offer you a $500 discount if you choose another vehicle from us." Really? Really? For my week of browsing and selecting a car, my two weeks of back and forth waiting, signing, re-signing, getting stood up and wasting my entire weekend for you guys and now having to go back to square one because you guys screwed up...you're offering me $500!? Sorry, that's not good enough.

One more complaint - Carvana's interest rates are not competitive. I got a rate that was a full point and a half lower than Carvana's best offer at the first Credit Union I reached out to. I honestly hate that I'm having to write such a poor review. I've been a fan of Carvana as a company for at least 5 years. I wanted so bad for this to be a great experience. I'm even sympathetic to the probable cause of my bad experience - a marketplace vendor who failed to provide up-to-date and accurate data. I don't expect perfection on stuff like that. But I do expect you to understand that throwing a 'token' $500 to a customer you've jerked around for 2+ weeks while trying to make a $30K+ purchase is NOT showing that you really care about customer loyalty. I'm genuinely interested in how you do the math on that.

Upon starting the car, the service light came on saying that service was overdue, this was not a new light, it had to have been on during 150 pt inspection, how does that get missed. Next I tried to put down the convertible top, and it didn’t work. I looked at the tires on the car and they were worn out very little tread on them but they had lots of tire shine on them to make them look good. Started looking thru the owner's manual to find out how to use the adaptive cruise control only to find out that my car was not equipped with that option.

I decided to review the 150 item check off list that was performed on my car to try to determine whether or not they caught any of the problems that I found, only to find out that their 150 point check up is nothing more than a cursory look by a person just saying, "Yes it has four tires and yes the lights work." It’s a ridiculous list that has nothing to do with the drivability or soundness of the vehicle. It has a check point su line (turn key on to make sure all dash lights light up) and to the right it says (fix or replace).

There is no field that states the results/findings or remediation. It’s a make-up list just to make sure the car looks pretty. The delivery person was very nice and said that they would put new tires on and fix the top and the light and apologized and said she didn’t have any idea how those things slipped through. The lack of adaptive cruise was the ultimate game breaker. I had them unload my trade and load their car and take it back. I feel that if this was a traditional auto dealer that the deficiencies/problems would have never made it on to the lot until they were fixed. I doubt very seriously that any reputable dealer would deliver a broken car to a customer. That’s the biggest problem with not being able to actually see a car before purchasing.

We just talked to this lady from their customer service and she apologized and picked few cars for us in close distance to our home. Same 2017 Infiniti car 10K better mileage but this time $3000 more expensive than the first one we picked. They made us wait 3 weeks and not delivered the car and then cancelled the delivery 5 times. They lied to us and not to mention, they also ruined my daughter's first car experience!!! Carvana did not want to fix it when they had a chance. What a customer service and what a joke. I would not recommend Carvana to anyone. Go buy your car from a local car dealer and it takes only few hours. At least, they have a better customer service than Carvana. You know what I will rephrase it: everybody has a better customer service than Carvana!!! One final word for my Carvana experience and it is absolutely "PAINFUL"...never again.

I was able to reserve a car for $100 and then take a few days to decide if it's what I really wanted to order-- if not, the $100 comes back to me. I actually did this several times before settling on a vehicle. Once deciding to purchase, there are maybe 7 steps to complete the order including the usual stuff-- license, insurance, some other documents, etc. It's all reasonably simple but instead of a pushy salesperson shoving lengthy documents in front of you to sign, it can just be done on a laptop at a time of my choice. I found that Carvana's customer service staff sounded young and though they may not have had all the answers immediately, they were friendly and followed through on questions I had that needed more research.

And importantly, I was always able to reach someone in under 5 minutes of hold time. Last week, true to their claims, the car of my choice was delivered right to my driveway. So as radical as it still may seem to "order" a car online as if it was any other product, Carvana made it a good experience and I can't imagine ever going to a dealer again, especially for a pre-owned car. I recommend Carvana especially for people who are busy and don't want to invest a lot of time visiting lots and dealing with salespeople. This worked for me and I'm happy with Carvana and the purchase I made through them.

On 6/29/2021, I checked my Bridgecrest account to make the 7/3/2021 payment. Surprise, they did not cancel the payment as promised and also charged an NSF fee. On 6/29/2021, I initiated a text conversation (Nani) and phone call (Devin) with Bridgecrest to waive the $15 fee. For 45 minutes, the representative on the phone treated me like a liar saying there is no record of any previous text conversation or even the current one. It took 45 minutes of her arguing with me to finally find that I was in fact also texting another representative. They continued to refuse to admit to the conversation on 6/9/2021 even though I can provide proof of the call in my call history on my phone and on my phone bill!

The representative continued to treat me the entire 1.5 hour call as if I were a liar when I’m fact they are the liars. Not only are they liars and falsify records to not be held liable for failure to do as promised, they have no compassion. I have a $25,000 auto loan with them with a 10% interest rate. Imagine the money they are making off of me! A victim of fraud and they couldn’t find it in their “policy” to waive a $15 fee for a payment that they said had been canceled on 6/8 but wasn’t and then claim on 6/29 that they have no record of the phone call.

Avoid Bridgecrest. Stay away from Carvana. The strict adherence to “policy” is the same thing that killed my father of a heart attack. Policy = paperwork first. My dad died waiting for paperwork to be done because the nurse had no compassion nor autonomy and would only follow policy. Bridgecrest representative are the same.

I also had to pay $50 for the repair (was not told this by the delivery person) when it came to me not working. I was told the $50 was due to the fact that the dealer was not a preferred repair shop, but the closest preferred repair shop was 45 minutes away. Overall, this was a huge inconvenience to me after I paid $22,000 cash for the Jeep. You would think Carvana would take better care of customers, especially when the vehicle arrived not as advertised.

During this time my best friend's mom passed away and I went to be with her, I called a day before my flight back home to confirm the car was in route and their wouldn’t be a delay. They said yes. 30 mins after I landed I was met with a text saying the car was delayed again. This is now a month of delays. I had to wait an additional week again with no transportation. The day comes again and guess what? Another delay. I got financing with my own bank so I have already started paying on the loan for my car, that I don’t have. I just started crying. I'm so frustrated. Carvana does not care about your money, your time or you.

My 7 day trial period “ended” on 6-22-21 and they were calling about needing registration paperwork. 7 days from the 16th is the 23rd. The car had more damage than what was noted. The only thing that made this purchase enjoyable was the delivery driver that read the file and brought me a gift bag and seemed sincerely apologetic. I’ve never experienced buyer's remorse until this purchase. Let’s hope the car holds out.. Interest rates are higher.. Will not use Carvana again. I’ll go to a dealership and deal face to face and keep it traditional!

Every time I call, I'm on hold for an hour - when someone does pick up I'm disconnected and have to go through the entire process again. I'm told if I need to speak with a supervisor, the wait will be another hour or they'll call me back....I've had TWO calls returned... same excuses with a promise to follow up with me, they NEVER do. The temporary tag expired 7 times, again waiting an hour or longer to speak with someone to renew it. Half the time they never send it and I have to go through the process all over again....SO FRUSTRATING! In addition, the car had 5 or 6 scratches on the roof, each 12-16", this was not disclosed. It's a GMC Terrain and the roof was too high for me to see initially. I DO NOT recommend anyone to put themselves through this much aggravation. Stay on the safe side and purchase a car from a reputable dealership near you!!

When I went to pick up the car (I chose the vending machine option, cause why not), I signed 2 forms and then was on my way with my new (used) car. The 7 day guarantee was also a great peace of mind. The car was exactly as described online and all around perfect for me. Definitely will consider Carvana in the future for any other cars I may want.

Monday comes around and I get another text telling me there is a delay and they are about to leave. I then start to receive pictures of damages that weren’t originally listed and was told that they were probably transport damage. I asked if carvana would take care of that and was told no, I told the person to cancel and lost me as a customer. First impression, never again.

When it came time for us to find a replacement car, for sure I tried a few dealership I had a relationship with in the past but all were void of my needs as a customer. My needs are really simple, tell me everything about the car as the information is available, show me why this is an investment we should make as I know cars, and what if the car has problems.

I did not give up speaking with dealers and their disassociated lead driven BDC or internet departments but found it rather interesting to buy a car online, how does this work? After exploring several options we found Carvana. I could see the car, window sticker, condition, warranty, and a no-questions asked return option. Well that was impressive and we decided to give it a try as they had the exact car we were looking for at a very fair price. Remember a fair price is what you should be looking for, a dealer selling a luxury preowned unit way under market should be a warning sign.

The entire Carvana experience was beyond anything realistic a salesperson at my dealership could have taken the time to do with a customer, Carvana had it all packaged up. Impressed all the way through delivery as we were outside of their normal drop off areas. Driver called me, I picked up car, and was so pleasantly surprised, the car was perfect and as described. The Carvana DMV process in 2019 was a very nice feature of the delivery, my plates just showed up in the mail. Loved the car but our needs changed and sold it to a friend.

So now time to find a replacement car again, in 2021 when good preowned cars are very hard to find and dealers know it. We again found an acceptable car on Carvana, year, miles, price, window sticker, seemed like a good fit and we were already comfortable with the Carvana buying process. Wow, things change, the process was even easier and we bought and paid for the car in like 15 minutes total.

We had a great delivery experience this time with the cool Carvana truck and delivery person. I did not really need any help but let him do his thing, he was not trying to sell us anything just there to make sure the car looked and drove as we had hoped. It did, awesome again Carvana. Thank you for the fun and enjoyable buying experience.

So, the day finally comes, and I leave work early to go pick up my car about 30 minutes away as they said they could not deliver it to my house because it was outside of their delivery radius (not what the commercials say, but ok). I had a friend take off work to take me. We arrived about 10 minutes early and after waiting for 15 minutes, I tried calling customer service as no one had shown up yet. The wait to speak with someone was 30 minutes and I was put on hold and then the call was dropped, so I had to call back again and wait another 30 minutes for someone to pick up. I decided to send a text during this time to see if I could get an answer from someone quicker and was told via text that my vehicle was somehow opened back up for sale when the autopay link was sent (I was not notified at all and had a text the day before and 3 days before about my delivery) and was currently already being sold to someone else.

After being put on hold again and having my call dropped for the second time, I called a third time with still no vehicle in sight. After being on hold for an additional hour and 15 minutes (now almost 2 and a half hours on hold), I finally spoke with a manager who said that even though I had signed contracts and purchased insurance on this vehicle, there was “nothing” they could do and he could help me search for another similar vehicle with the most he could offer for their mess up being $500. At this point I was done as it was 8pm and I was emotionally and physically drained.

I called back the next day, on hold again for another 30 minutes, and spoke with another manager who offered me the same thing and said there was nothing they could do. I then found a vehicle that was the same year with 7k more miles and was advertised as having a better trim but was priced $1k more so I asked why it was so much and they explained that it was an in-depth process to their pricing and they couldn’t negotiate. So, at that point I just needed a vehicle and decided to go with that one since I could get it within a few days.

I purchased the second vehicle and was told it would be another week until I got it delivered. I was going on 2 weeks without a car as a single mom, so I asked if it could get delivered sooner and was told no, not even as a courtesy to their mess up. So instead of getting it delivered I took a day off work, bought a $100 bus ticket, and rode it for 17 hours to get my vehicle. Everything went pretty smoothly when I picked up the car, they even threw in a $50 Visa Gift Card as an apology which was a nice gesture but felt like a slap in the face after having to spend much more to get a car that I didn’t even originally want.

A few days later, I was trying to figure out the Bluetooth in my car (which they had advertised it as having) and noticed that not only did the car not have Bluetooth but it was not even the same trim they had advertised it at. The trim I had was priced a whole $2k lower than the trim they advertised it (and sold it to me) as. I called immediately and was told they would look into it. I was called a few hours later and offered a $500 apology check for my experience and was told that they were still looking into the pricing. I was called the following day and told that the price was correct it was just the posting that was wrong even though all data and research proved the price was not correct. I even spoke with a local Nissan dealership who stated they would not have priced that car as high as Carvana did.

Needless to say, I will never do business with this company again and will speak out against them as often as I can. They do not try to work with you or be flexible and if they mess up, they make very minimal attempts to fix it. They are a heartless company whose only goal is to make as much money as possible regardless of who it affects. Please do yourself a favor and go with someone else.

Once I started the buying process it was a breeze. I did a trade in and got a fantastic trade amount for my vehicle. I got the financing through Carvana and got a real good rate considering my credit is merely good. Lastly there was no charge for delivery, unlike another online company which wanted to charge several hundred dollars. Finished the purchase with out any issues. Scanned in my documents (license, insurance, etc), took pictures of the trade's odometer reading, etc. Signed the loan documents. All in all the actual "buying" process took about 40 minutes (counting the scanning, etc) and I could do it all from the comfort of my couch. Got my load documents quickly and signed everything. This was a Friday night, and I setup my delivery for the following Saturday (a week away).

Ran into a hiccup the next day with my insurance, but that wasn't Carvana's fault it is the State of Pennsylvania's. They have a "45 day rule" where you have to show the car will be insured at minimum 45 days after purchase. My policy runs every 6 months and unfortunately I was buying this car when my renewal was due to come up. So the Carvana rep called me and said I need to get a rider. I called my insurance company who sent Carvana the rider. Unfortunately, my insurance company must not have understood because the rider they sent was only for 30 after purchase not 45. Ultimately I just renewed early and insured the new vehicle a few days early. No big deal. That allowed me to send Carvana proof the new vehicle would be fully insured. Again, that was only hiccup I encountered during the purchase/wait for the vehicle.

I got a email from Carvana a couple days before delivery confirming my Saturday delivery and telling me what I had to do. Also it told me the driver would text me when they were close. I had read reviews where people kept having their vehicles delayed, but mine was right on time. In fact, the driver got there a little early. He was super friendly and polite. He unloaded my new car and as I looked it over and took it for a quick spin around the block he took pictures of my trade and then loaded it up. He then gave me my packet of paperwork and explained it to me. I signed what I needed to and that was that. Easy Peasy. Now for the car. It was better than even the pictures on the site. I couldn't even see the blemishes on it that Carvana put as "hot zones" on the website. Everything was functional. Tires had plenty of tread, lights all worked. Car was clean in and out. Just to be safe though, I took it to my mechanic who gave it an inspection and found no issues with it.

Lastly, I had read reviews where people massive trouble getting the registration completed for their states. I had not issues. However, I kept an eye on the Carvana app which kept me up to date as the registration reached each step. I had also prior to delivery asked what all I needed for them to get it registered in PA and made sure they had everything they needed. I think it took about 3 weeks to get my registration from PA. So even though the entire Carvana process, buying, receiving, registration received, was finished a few weeks ago I wanted to make sure no shoe dropped and I happy to say it didn't.

I will say though that I think I purchased at the right time because I still like to look at other vehicles like the one I purchased and anything remotely with the same mileage, year and options is selling for much more now. So I think I got an absolute steal of a deal. So in closing this was the best car buying experience I have ever had. I did it my way, at my pace, with no pressure from some sales guy trying upsell me. I highly recommend Carvana and would purchase from them again.

They do the 7 day money back guarantee or car swap out. The issue with that was the car I had chosen (2018 Chevy Equinox) was the best of the options they had on there for that car, and I couldn't go back to my old car as I am about to have another baby and it couldn't fit the car seats. I wish I could post all the photos I took along with this post so you can see just the corners that were cut so they could sell this car. I AM SO DISAPPOINTED. The issues they listed were chips on the front, a few chips on the back, and mild road rash on the side.

Things they forgot to mention, Messed up window tint on two windows, stains on the seats in the car, excessive scratches on the side and back of the car, broken window seal so air loudly flows through the car. They painted a part of the driver side window and instead of painting the whole thing like a professional would do painted just the buffed out area leaving the door with two different colors and paint speckles on the car and the kicker, a hard to make dent in the roof by the trunk where it looks like they pulled it up and now will not fix. I have had the car for 1 week. So yes, buying the car on the internet was easy. The customer agent I spoke with who congratulated me on my car was nice. But I do not think I would do this again nor would I recommend anyone else do this unless you want a car that's not like the one you thought you were buying.

Con: When delivered, the driver of the delivery truck noted, the "maintenance required" light was illuminated on the dash. A vehicle diagnosis order was generated and I was contacted by Carvana. I was directed to find a preferred repair facility and work with them. The result was the vehicle required an oil change, tire rotation, cabin and engine air filters. When Silver Rock, the warranty provider, was contacted by the service provider, they indicated these items were typical maintenance and would not be paid for, (fair enough). I have attempted to reach out to Carvana as I feel this should have been addressed prior to being delivered to my residence and should be, at a minimum, partially reimbursed for the cost of the service. After several days of attempting to call and text, I have not been successful.

1. Delivery was by third party, who demanded I meet them at 10:45 pm, in the rain, did not ask for my Id. The car had been transported with the passenger window part way down, so passenger side interior had been exposed to road grime and water. It traveled from Arizona to Ohio. I’m lucky I guess that there weren’t any cicadas in it.

2. Non-disclosed cosmetic issues: after a few days and being able to see the car clean and in daylight, I discovered that the front and back bumpers had been painted, with multiple areas of bad masking/overspray. Obvious repair spots as well, which were not in the disclosed blemishes on the purchase page.

3. Chat: don’t use it. For anything. It’s a bot at first, but even with the live person I felt like I was getting scripted answers. Which was not helpful. Plus there was massive delay between questions and answers. The chat guy had me ready to return the car and not even look at another.

4. Live person on the phone customer service: these people have honestly saved the sale so far. I gave up with the chat guy. Got a live person on the phone in less time, who listened to my concerns, and did their best to find solutions.

I’m still waiting for the review of the photos I submitted to be completed and hear whether or not they will fix the cosmetic problems. I really like the car, just not the massive amount of issues that weren’t disclosed. I will try one more vehicle if they won’t fix this one. Bottom line? Too soon to tell, but always call customer service directly.

8. Cancel order.

I work in logistics and I deal with auto transportation for a living. In my 15 years of moving everything from a scooter to a 75 million dollar generator to the other side of the country I have never seen anything like this. When you promise to deliver a product and fail three times to do so it's unacceptable. Cars are cheap. Trust in the business you are dealing with, priceless. In this case worthless.

It was not. I had to throw away the belongings of the previous owner once I had the car in my possession. The leather seats were filthy, the sun visor had what looked like specks of blood (or barbecue sauce) all over it, and the cupholders were extremely dirty (my biggest pet peeve). Not to mention the trunk had, what looked like, someone spilled a vanilla milkshake all over it. I was NOT happy. That wasn't even the tip of the iceberg. My car was "slightly" damaged before delivery and I have to wait 2 weeks before the autobody repair shop will even look at it to provide an estimate for repair.

The first time I took it for a drive on the highway (day 3) the tire pressure light came on so I took it to the gas station and the front left tire (brand new) only had 13 lbs of air in it. Thank goodness a FireStone tire shop was close by, because it turns out the tires stem valve was bad and had to be replaced. I had to pay for that, which was really no big deal, but oh my God, what next?? My tire sensor is apparently now malfunctioning, so regretfully, I am about to drop it off at the Chevrolet dealership to be repaired. The issues with the car are NOT the reasons for my 2 star review.

With my first purchase, I received a gift bag full of goodies, superb customer service, and I even found a gas card in my gas tank door when I went to fill up for the first time. Carvana didn't even offer me a $5 car wash when I called to complain about how filthy the car was, let alone offer a sincere apology. I almost felt like now that they are popular and obviously making a ton of money, they forgot about what got them there. I love my car. I wholeheartedly did NOT like the Carvana experience this time go round. What happened Carvana??

Unfortunately, these emails didn't tell you which was which. When I called, I had to wait 20 minutes to talk to a human. Thankfully, the customer service representative was able to address the issue and went out of her way to provide additional support to work around Carvana's systems. Again, I'm very pleased with the value I received and the caliber of the sales and customer service personnel I encountered. However, it's apparent that they have not fully thought out their systemic infrastructure, probably due to trying to over-automate and contain costs.

Honestly, I should have just gone to a dealer near me because the price would have been the same and I would have my registration at this point. Each day that goes by without my registration is a day that I cannot make money utilizing my vehicle. At the VERY LEAST, STAY AWAY from Carvana until the pandemic is LONG gone and they can stop using that as an excuse for the horrible registration process.

We started the purchase process after finding the "right" vehicle. The process has a countdown timer that starts at 45 mins. Each step of the process is broken into blocks. Completion of each block adds time. We got hung up on the credit block, due to a fraud watch that I have in place. This was 11:30 p.m. and there was no one to answer the chat box. The time ran out (issue#1). We started again at 8:00 a.m. with the chat box and found the vehicle still available. The Advocate chatting said that it was the fraud watch that caused the delay and that I should remove it to prevent future delays. Nope, it's there for a reason (issue #2). The process continued uninhibited until the trade-in portion. Carvana requested the "10 Day pay off amount'" from our lender. Our lender stated that they would issue a verbal one to Carvana, which they stated they do daily, and then issue the written one by fax within 48 hours.

I had received two texts at this point from two different Advocates, expressing a desire to assist with the process. One stated that I would need to call them to continue the trade-in process due to the lender's statement. I called and was connected to another Advocate. This Advocate decides to tell me their life story on how they ended up at Carvana, stated that they were in their last week of training, and tell me that a verbal amount would not be allowed. They then state that they will call the lender and "Sort it out" (issue#3). He called back to tell me how awesome he did and then said that I would need to contact them back. I called back and spoke with a not happy lender, who told me the same thing, "Carvana has always accepted verbal first and then written within 48 hours" (issue #4).

I called Carvana back, connected with yet another Advocate, told her what had happened. She asked her team, they said yes, they do that, she called the lender on 3 way, received the amount and that was it. She stated that she was also in her last week of training. It must be two separate training programs (issue #5). After that was completed, delivery was scheduled. Three days before delivery, I receive a text stating that the delivery will be delayed. They could, or would not, not tell me why. The delivery was rescheduled for five days later. Thankfully I had the day off (issue #6).

Delivery day was smooth. Found damage to the bumper that was not disclosed. The Advocate stated that Carvana would take care of it (received a text and email from Carvana and their warranty company within 24 hours). We test drove the new car, they loaded the old one, the Advocate said she just finished training the week before (apparently everyone is new), we did the paperwork and that was it. I have received a few satisfaction texts and one phone call to ensure that we like the vehicle.

Overall, I would recommend Carvana if you have lots of patience, enjoy online shopping, can wait a week to test drive your car, dislike or get anxiety at a dealership, or you are happy with the trade in and sticker price (no negotiations). Personally, I like negotiating at the dealership. I know that I could have got the price down, however the trade in price was too good. I would say that I paid for the convenience, but I'm not sure about how convenient it was. I would rate it a solid 8 out of 10. The experience was good, but Carvana should make a few changes, if I were going to use them again.

During our test drive everything seemed to be functioning well. We did notice an odd smell that we thought was the result of being a smokers car, Also undisclosed by Carvana, but it was covered up initially by a strong car freshener. This slowly wore off over the next 2 days. By May 30th, 2021 we decided we needed to return the car and get back our Jeep. We were told our Jeep would remain in town during the 7 day "money back" period. \When we call to unwind the deal on the 30th we were informed that our Jeep had actually already been shipped to the mid west for processing and that the earliest we could get it back was June 3rd. We happily accepted that date and parked the Carvana car in our driveway for the week awaiting its pick up.

Now the nonsense really begins. The Jeep arrived at our home today (June 3rd, 2021) right on time at 9:30am. I also must say that the actual representatives we dealt with on the delivery and return were wonderful. They were kind and just doing their jobs of loading and unloading the cars. Once the Jeep was unloaded we opened the driver's door to discover a wire hanging from under the steering wheel. Someone what unscrewed a base module from the dash and left the screws in the cup holder and the wires hanging. The amp which was attached to the floor under the driver's seat was still there as was the actual head unit. We then went to the trunk to find the attached sub woofer was also removed with the wires left exposed. We are also missing our Superchip tuner module and box from the glove box.

According to the driver he stated the "intake company" from the mid west had started to remove items to "sell in the after market" mistakenly not knowing the car was being returned to us. At the time of the sale we also handed over our title to the Jeep. That too was missing and the driver could not tell me when I should expect it back or how I could get it returned to me. After our driver was on hold for over 2 hours with different people, he was finally disconnected. It's now 6:42 pm and I have still not been able to get in touch with anyone who can get me answers. I have my Jeep back without Title, subwoofer and tuner module and I'm still on hold waiting to speak to a live person to get my stolen items back. DO NOT BUY FROM CARVANA!

I wasn’t happy, but things happen. Then a day before I was going to drive three hours to pick up my car I got another text my delivery was delayed. This time they said it was only going to be delayed a few more days delay. At this point, I am mad. I needed to have this car for my mother-in-law to drive my wife to a surgery in the city. Keep in mind I had to plan on taking off work each time they changed my delivery day. I was assured the vehicle was going to be in California the night before my pick up. I needed this vehicle so badly that I told them I’d drive the whole 4+ hours to pick up the vehicle from their hub.

At 10pm the night before I’m supposed to pick up the car I get another delivery delay text. They said it would take another week to get to me. That was it! I canceled the purchase contract. I don’t think they ever had the vehicle. All I got was lies and false promises. The customer service people I talked to were nice but had no power to do anything or figure anything out. This company is a joke. They don’t care about the consumer one bit.

The delivery driver was so knowledgeable about our car- better than the local dealership we had visited. They even took care of the registration process, saving us a trip to the DMV! At every step we were impressed with the truly exceptional customer service experience. No hours spent sitting at a dealership, no shenanigans, just get it done with modern technology and responsive customer service. I cannot recommend Carvana highly enough. I've been raving about it to my friends and family! They've earned a customer in our family.

Third, additional paperwork was needed to register the car. This was a Carvana oversight but again came with a threat that the car cannot be registered if I do not reply within 48 hours. I was traveling out of state and could not sign a form they forgot. No apology on Carvana's end only that you have to respond within 48 hours. I went online and chatted with the bot which was a waste of time. Again, the selection and purchasing process was great. The admin part after was not.

You need a traditional job that pays with paper checks with detachable pay-stubs. You need a high tolerance for bait and switch tactics regarding mileages and options.. You need to realize that Carvana has a thin inventory dictated by the ONE finance company they work with. You need to realize that your payment contract will likely outlive your vehicle....In my case, they declined my financing at the last minute because the underwriter "found out" that the ONE finance company they deal with asked them to decline food-service or food delivery applicants "because of Covid." Now, you have to decide for yourself if that's ok with you...but, that's what happened to me.

Every time I contact them (after being on hold for at least thirty minutes) they have told me different things every time. Three months ago I was told my paperwork was being reviewed by their third party and then the following month was told it was out for delivery. However, this past month I finally got in contact with upper-management and was told that they do not even have the car's title from the previous owner after selling me the car FIVE months ago and my paperwork has never been reviewed. Still have not received my registration and have no clue how much longer it is going to be.

When we called we Spoke to a Lady named Destiny from SilverRock who told us we were outside the 7 day return policy (by a week), and that a damaged skid plate was Cosmetic and our Problem. We then Contacted Carvana 3 times. The first contact I was emailed a link to send photos by the first rep, then the second left a message for me that pictures were received and under review. The Third Rep said there was no record of my issue or any previous calls and referred me back to SilverRock. The 150 pt inspection calls for checks for leaks in the "Under the Hood Section" on Item (10) Radiator Leaks, (22) Brake Master Cylinder and Booster Leaks, (31) Engine Oil Leaks, (32) Trans mission Leaks, and (33) Coolant leaks.

I am currently waiting to hear back on whether or not they remove the skid plate to check the engine. The skid plate should have been removed for these steps to be performed as it covers the under section of the engine, and Damage to the skid plate should have been assessed and resolved then. (Not passed on to the customer) It is possible that either the inspection was not performed, or Carvana was aware of the damage but did nothing to resolve it. Be careful or avoid Carvana.

The repair facility states they believe it's a rear differential and it's about a 4k fix and hopefully, the warranty covers it. I haven't been able to drive my vehicle since the first day they dropped it off and they didn't drop it off at my door. Things are missing on my new vehicle and dents not shown in the pictures. Yet again this third vehicle was filthy and the $50.00 gift card doesn't cover the $350.00 detail job since it was a smoker's car also not disclosed. There was spider webs on the dash and the steering wheel was so sticky my finger were brown. With the parts missing and body work it's probably about $1500.00 out of pocket.

I called and asked what they would do to help and they said, "Ask the warranty company" or I could return this one and try again with a new rate and downpayment. I understand these are used vehicles but whoever does their pre-inspection doesn't care about their job or this is just how they do business. I've wasted so much time and money on Carvana. I could see if it was a 2k beater with a heater but since I'm paying high book I should get a clean and a decent car. How hard is it to sell a good vehicle?

Gave carvana a call and they had me on hold most of the time, spoke to more than 3 people on the phone just to tell me that all I can get is either a trade in (which then my car would have a negative equity, according to who I spoke to) and so I asked if there was another option to which all the person said was they can give me $150 for a mistake.

Now, I have a picture proving that the features on the website had included a dvd system on this vehicle and yet they said it happens sometimes. And now with the details on the website did not mention that this vehicle had cracks, broken plastic pieces inside the car, cigarette smell, paint all over my dashboard which I noticed but it didn’t bother me much, burn marks that they tried to fix into which I’m still finding after 8 days of driving this vehicle, HUGE (I mean like really big spot) purple stain on the back on the car which I didn’t know until the next day of delivery, a huge hole patch on the floorboard of the car that was covered up with the car mat, car was dirty with dog hair all over the trunk.

Now they put me on an alert for another vehicle that has the same features and same mileage and price that I got but have not yet heard from them about it. I get it it’s an online car purchase website and but this is a vehicle I’m purchasing that I’m paying for. I wasn’t calling for the money or calling to be mean, I just wanted to know how on earth they mistakenly put dvd system on the features but not everything that’s wrong with the vehicle.

My next review I write is to the Louisiana Attorney General, so they investigate Carvana! And MN Attorney General! Then I am going to contact Arizona dealer division to place a complaint, I believe this is where Carvana is based and they should have dealer license issued from AZ. And to any other government review that I can reach! I called Louisiana BBB and they are rated very poor and MANY MANY complaints!! BEWARE! Carvana call me or give a good phone or don't bother with your sorry garbage. Also, an accurate rating is -4 stars.

Later I did the paperwork and got pre approved first then I proceeded to the application. Carvana offers delivery also. I picked my SUV up on Mother's Day ???? everyone and it drives perfectly. Carvana have been hands on with me by email ever since. Plus they have experience people on staff that's so very nice and concerned about everything. I recommend everyone to shop with carvana. I wish I could rate them a 10 star. Thanks carvana. ☺️

I showed income from 3 months' of bank statements and commission statements and invoices. I showed an average of $6,100/month in deposits and apparently with a 674 TransU credit score that's not good enough to finance a $24k Subaru Legacy... I currently own my home outright (no mortgage) and paid off my previous auto loan on a $41k Volkswagen just 6 months prior.

The phone calls of their agents trying to verify this income is what made me mad enough to write this review, because I was told "Yes that's plenty of income and it's very easy to see that" AND "We need you to show more income", all in the span of 2 days from different Carvana agents (after an internet outage at one of the insurance company whose statements were in question, I requested an extension). The last agent had the audacity to say I was showing roughly $8400 income for the YEAR, after correcting him that he must have been talking about March's statement-only multiple times.

If you're self employed like myself, don't even bother with these guys. They don't know how to calculate income for you properly even with documentation. I've never had issues financing a car before, and am equally concerned that they put a hard inquiry on my credit but don't even offer a counter to require more down payment if they were having THAT much difficulty adding/verifying roughly 110 different deposits over 3 months' time.

Buying: Paid extra to have the car shipped 5/8. 5/7 they text saying everything is going to plan for my delivery. 3 minutes later they text that we have to reschedule and they will call. No call. I called them, they said "you already rescheduled your delivery for 5/14". I had not as I am not going to be in town 5/14 and actually need THAT CAR to go out of town on 5/14 for a FOUR WEEK LONG TRIP. They say bummer but they can't help me. No credit nothing. Finally (after 1 hour on hold) they say they'll give me a $150 credit REBATE that I have to mail in 7 WEEKS after I get my new car. Fine whatever - move on to today 5/12. I get a text that there are no issues and my car is on it's way. 3 minutes later I get a text that we are delayed and I will be called to reschedule AGAIN.

I wait.... NO ONE CALLS ME AGAIN so I have to call them AGAIN. They say that the reason the car was delayed shipment in the first place was because the "wiper blades needed to be changed" - the delivery was pushed out a week for that!? Huh? Then they say it is delayed again now because someone hit the car in their lot and they need a new bumper to be ordered. This apparently happened some time ago as the part had been ordered and was "in route" already, but no one thought to inform me of that accident? First person says we can get it 5/18 now. Second person I talk to says it is now 5/19. I obviously canceled the order at this point as they were clearly scamming us with a bait and switch. No cancelation was ever sent and I had to call someone AGAIN - STILL never sent it.

At this point my credit has already been dinged for the financing inquiry and I have already updated my insurance to include a new car that I am no longer buying. I have no drivable car as the expiration has now passed on my car for trade in. They wouldn't even offer me a rent a car stipend for pushing my car delivery out TWO WEEKS AFTER TAKING MY ONLY WORKING CAR.

Trade In: Never got to do my trade-in as it was attached to my purchase which we canceled promptly. Selling experience: Over an hour late - didn't call until they had missed the appointment window. Called to say they were running late and then were 15 still 15 minutes later than they said they were going to be. I was told everything was OK and I would receive the funds electronically in 2-3 days (originally I was told I would be paid on the spot so again huh!?). It has been 3 days and NO PAYMENT. They now said they are mailing a check to my house now after I told them 3 TIMES that I will be out of town for the next 4 weeks. Why did you make me give you all of my personal financial information if you aren't going to deposit the funds electronically as promised?

As of writing this they have stolen one of my cars (I have not been paid) and I have now had to cancel my trade in and car sale. I will be warning literally everyone I meet and posting this review on every platform humanly possible to spread the word. CARVANA IS A SCAM and we will be suing them if we do not receive our money back.

I sold my car to Carvana on April 21st 2021 and today is May 10th and my loan is not paid off and there is a past due loan on my account. Customer service is horrible when YOU want something from them. No responses to multiple chat sessions over multiple different days. No ability to escalate and request to talk to a human. 4 hour phone waiting times on weekends (I gave up) and 2.5 hours and counting on week days (and that's calling before 5PM!). When you log in, there is no choices or options for sellers of cars. Under the FAQ problems with "not getting paid do not exist". The ChatBot does not recognize problems with not getting paid. WAIT, IT GETS WORSE. Finally got through, the story is that the employee that accepted my car here in Memphis TN and who gave me the check and who gave me a signed contract never inputted into the Carvana system that the car was sold to them. Hence from their view the sale never took place.

Luckily, I texted a signed copy of the contract and check that I got for selling the car to the customer service person that I got through on the 19th day. Matter not yet resolved at this time. To be honest, I do have to say that getting through was hell but when I did I get through the customer service person was good and empathetic and she did try her best but she could not do anything until she got the people on the ground in Memphis to actually input in the system that the sale did go through. I have to wait more and I will remain stressed for a couple of more days at least. CARVANA it is NOT.

2) Good selection of cars and saving us from the dealership nightmare during these times.

But unfortunately, these are only good things, wish my experience was different from below. Carvana is an online shop so great amount of trust is on the thing what they describe as the condition of car, but unfortunately that’s the department that deceives you. My car delivery date was almost after four weeks from the time I booked, so ample time for them to go over their so called 150 points checklist. An hour before the day of delivery I get a call that the car is not ready and it starts pretty rough.

First bummer, it was a gift so was the special date but they will tell you only hours before the delivery time. What in the world you were doing from last 30 days. Anyways you expect it to be something minor may be overlooked by ignorance, no looks like the entire engine was shaking and they ended up changing the engine mounts. WOW!!!! And they missed it. AWESOME.

Comes to the day of delivery, I closely noted down the cosmetic defects mentioned on the website. I know it’s not a brand-new car but the car delivered dirty with coffee stains inside and dirty marks outside. Not a deal breaker but definitely not ideal. Looked around the car. There were pretty deep chips and scratches never disclosed before. This was within first 10-15 mins I was able to find them.

In both the cases delivery person was courteous enough to acknowledge them. Took the car for first wash and then came out the dirty touch up done all over the car. Again, as I said above I understand it's not a new car but at least be honest in what you sell. Car came with only one key as described and now it started acting up too. Guys there is something really messed up with your service department that needs attention. Overall not a good experience.

Original Review: May 7, 2021

NB: Carvana did extend the guarantee period, so I am still on the fence about whether or not I will keep the vehicle. Pros: Eliminates the headache of dealing with a traditional used car dealership. Cons: They are not 100% truthful. Carvana makes a big deal about their “rigorous reconditioning” process. They also purportedly have a 150 point inspection that cars are supposed to go through PRIOR to delivery.

This was not the case for my purchase. First and foremost, delivery day was a complete mess. About 2 hours before my scheduled delivery time, I received a call letting me know my car would be okay. Oddly, the the “advocate” advised that I did not have to take delivery of the vehicle. Okay. Instead of the advocate keeping me abreast of the progress, I had to make multiple calls throughout the day to check on the status of the delivery. I later learned that there was an issue with the brakes and the vehicle had to go into the shop. Ooookkkkaaayyyy.

Finally, the car gets delivered. It was only at delivery that the advocate noticed one of the hub-caps was missing. What happened to the 150 point inspection? How was this missed? She told me she would put in an “after-sale” repair request (which she did. However, once again, I had to track down and confirm this was done.). Also, the car had failed the emissions test earlier that day, so I would have to take it in to retest. How did they know it failed ON DELIVERY DAY? Because that’s when they took it in for emissions. More on that later.

Thankfully, I had to take the car on the highway within the 7-day period. At 60-mph, the car was shaking. Based on past experience with an SUV, I knew that the car should not be shaking and that this was likely an alignment issue. I called the local office and the ONE knowledgeable person (a gentleman) who actually fulfills the role of an advocate helped me. He set me up with their local repair shop and extended the guarantee period. That was on Monday, May 3, 2021. I couldn’t bring it in until today. Friday, May 7, 2021. In the interim, I learned the following:

*front-tire-dry rot

All of this adds up to very sloppy work on Carvana’s behalf. I am still at a loss for how anyone managed to miss the hubcaps when they did the inspection. And if an oil change was actually done, how do you miss the transmission fluid and coolant. On the bright side, I was able to bring the car into the shop bright and early this morning. However, a 90-minute inspection has exceeded four hours at this point.

Carvana came highly recommended to me and I suspect it is a good service in need of a few tweaks here and there. My advice is to be fully aware. Ask lots of questions before you take delivery: was the 150-point inspection completed? If yes, WHEN was it completed. Was the oil change performed? If yes, when was it performed. Print out that list and CHECK as much as you can. Little things like the license plate battery being out (happened to me) may be an indicator that the inspection was not done. INSIST that they follow their own rules and policies. Down to the tire dressing.

It should NOT be your job to take care of the emissions testing. Please do not take delivery of your vehicle until they have fulfilled everything they said they would. They certainly wouldn’t give you extra time to pay if you are late or if decided to be sloppy with your finances. This was, I hope, an instance of extremely sloppy work. It should not have fallen to ME to get the emissions check done or enforce their own 150-point inspection. Finally, a word about my local Nashville office—if they don’t want to be an advocate and help Carvana’s customers, there are other career choices.

Once I finally pushed that buy button it was all smooth from there. Took about 10 days to get to me which I was told upfront and understandable because of Covid. After that it took 35 days for my registration to come in. I didn't have to call anyone at any point. Had to send a total of 1 email providing some identity proof. Now driving in a new car and didn't have to go anywhere for it. It seems it can be 50/50 on good or bad experience with Carvana. So I wanted to put out my good experience. I would definitely recommend Carvana to anyone looking for a used car. I will use them again when my wife's car comes due to upgrade.

Each time I try to call to speak to someone regarding additional paperwork required, or emails I was told by previous representatives that I’d be receiving, I’m forced to wait on hold for an hour or more in some cases. If you’re fortunate enough to wait on hold until the hour and a half mark you’ll be greeted with a high pitch screeching tone which will force you to hang up. Their customer service is absolutely terrible. If you have too much time on your hands and hate yourself give Carvana a call, or maybe refer your worst enemy.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: April 8, 2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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