Hi my name is Bryan and I recently purchased an M35h. The last four of the VIN is ****. This is going to be a mixed review; there were many ups and downs throughout the whole process.
We currently reside in Oregon and we drove about 10 hours to California to pick up our potential certified used car. Our Carvana advocate, TJ, was early and was very professional, friendly, and informative. What we liked most about TJ throughout the process was his great personality and his ease at which he handled our newly purchased vehicle; high praise for TJ!
Before signing the contract with TJ however, we looked over the car and inspected it for visual scratches, structural integrity, tires, etc. Honestly, neither myself nor my husband found anything immediately wrong with the car; not even 30 minutes into driving this car did we find out that the climate control heater did not operate at all, nor was the coolant fluid filled up or topped off before or after Carvana’s said 150 point inspection. To be frank, it is still questionable whether or not an inspection was actually done there’s no proof whatsoever that the individual who was stated to have done the inspection actually did the inspection. My question is, what did your guys actually check? The disclosed scuff marks that you guys so said we’re on the steering wheel was actually heavy dirt, had somebody actually taking the time to remove it. That’s just one sad example of your guy’s commitment to quality control.
On our way home, we had to visit Infiniti of Roseville to buy coolant which cost $20 out-of-pocket, we had to purchase $50 worth of windshield wipers out of pocket, a wheel alignment out of pocket, and you also gave us a second intelligent key that does not work. I think it’s absolutely deplorable that you allow a company to fix the aforementioned, yet all of these could have been avoided had a true 150 point inspection been conducted.
To be fair, we feel that even though many issues have arisen, Silverrock fixed the issues. We are still in the process of receiving our refund for the above purchases.
Unfortunately, due to where we currently live, we have to drive three hours to the nearest Infiniti dealership as Nissan is unable to do any sort of warranty work. Due to this, our car was not able to be serviced until Monday after we purchased the car (which was on a Wednesday), so we had one more day available for our 7 Day Test drive test trial. Honestly, we should have returned the car, but we did not because this particular model is what we wanted, we love the car in general, we love its capabilities, and we were not trying to make another 20 hour round-trip in two vehicles, to come home empty-handed.
Fast forward to present day, our brand new Carvana car was in the shop for a total of 10 full days. After taking the car to the Infiniti dealership in Beaverton, Oregon, they realized that there was a clog in the heater core AND the automatic transmission cooler, as well they had to replace the thermostat and a rear sub-frame hydraulic bushing. Carvana also sold us a car that had a failed third brake light which, in the state of California, is illegal. I feel it’s high time that your better business bureau rating went down from an A+ to a B-. I can’t imagine what it’s like for somebody who does not have any sort of car expertise, someone who does not know what to look for, and someone who unsuspectingly trusts your word to find out that nothing you have promised is accurate or true.
The only part of this process that was awesome was the part where we got our car delivered in California, meeting TJ, and the customer service that we’ve received through Carvana, bridgecrest, and SilverRock. In the future, we will make sure to have our own professional inspection done on any car we are interested in.
I would like it to be noted that as a prior military service member, I fought for this country so we can live in a free country with millions of benefits throughout society. I fought for the little guy, the ones who can’t protect themselves, and I fought for those who don’t have a voice. I fought for the opposite of what Carvana provided. You provided the means to purchase a car, but what you truly provided was inconsistency, misinformation, shotty work, and a miss-use of the public’s trust.
I give Carvana 2 stars: one solely on the basis that TJ represented your company to a “T” as well as your customer service throughout this entire process. I would give one more star if there was a video of an individual performing the 150 point inspection, I would give another had these issues been addressed within the day, and a fifth star for correcting this major lapse in business practices, i.e. compensation for the 6 hours spent driving to the repair facility TWICE, time lost at work while coordinating the repairs, etc.