Carvana
Is This Your Business?2.0
3.6
Overall Score
Author: Kaitlyn Short
LAST UPDATED: November 29th, 2023
Carvana offers a new and unique way to buy a vehicle, providing consumers with the opportunity to pre-qualify for an auto loan that will give them access to Carvana's expansive inventory of cars, tailored to the consumer's financing terms and with no impact to their credit score. To become pre-qualified, a consumer fills out a two-minute application form, and then receives competitive rates that are valid for 45 days.
The lender works with all types of credit, including bad credit, and there are just three minimum borrower requirements:
- Minimum age: 18
- Minimum annual income: $4,000
- No active bankruptcies
Keep reading for pros and cons, plus Carvana reviews from real customers.
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The Good
- No Middleman or Dealerships
- Certified Vehicles
- Worry-Free Guarantee
- Get Prequalified in Two Minutes
- No Haggling Tool
No Middleman or Dealerships
Buying a vehicle through Carvana will provide you with a new way to shop. Carvana cuts out the middleman and dealerships, which means you won't have to pay any hefty dealer fees or sit around at a dealership for hours on end in order to receive financing.
Certified Vehicles
Every vehicle Carvana sells comes with a "Carvana Certification," which means that the car has passed through a rigorous inspection and reconditioning process that includes a 150-point inspection, an oil change, and a premium detail.
Worry-Free Guarantee
All Carvana vehicles come with a worry-free guarantee. The company provides you with a free Experian Autocheck vehicle history report prior to purchase and guarantees your new car for 100 days or 4,189 miles, whichever comes first.
Carvana also offers a no-questions-asked return policy that allows you to return the vehicle and terminate your contract for any reason within seven days of purchase.
Get Prequalified in Two Minutes
With Carvana, you can get prequalified online in two minutes with no hit to your credit score. You will then receive a real down payment and immediately know what interest rate and terms are available to you.
No Haggling Tool
Carvana's "no haggling" tool enables you to shop for a vehicle on your own terms from the comfort of your home. You simply input every combination of what you want into the Finance Dials and Carvana will show you exactly what your interest rate, down payment options, monthly payment, and loan terms will be for the criteria you specified.
For example, you could input that you want a payment under $400 on a 48-month term with no money down and the no haggling tool will do the rest.
The Bad
- Limited Free Delivery Locations
- Restocking Fees
- No Joint Financing
- Lack of Transparency
Limited Free Delivery Locations
Carvana only offers free vehicle delivery to consumers within a 100-mile radius of the following cities:
- Atlanta
- Austin
- Birmingham
- Charlotte
- Cincinnati
- Cleveland
- Columbus
- Dallas
- Houston
- Indianapolis
- Jacksonville
- Memphis
- Miami
- Nashville
- Orlando
- Pittsburgh
- Raleigh
- Richmond
- San Antonio
- Tampa
Consumers who live outside of the free delivery area must contact Carvana to find out what the cost will be to deliver to their area.
Restocking Fees
Carvana doesn't charge any restocking fees if you live within 100 miles of one of its service areas. However, if you live outside of this radius or have exceeded 400 miles during the seven-day period, you will be charged additional fees.
No Joint Financing
Carvana finances single-buyer loans. If you want to get a joint loan with a co-signer, you will have to fund through a different car loan company.
Lack of Transparency
Carvana doesn't do the best job when it comes to being transparent on its website. For example, the company has not disclosed interest rates, terms, loan amounts, or mileage limits.
The Bottom Line
Carvana offers two-minute pre-qualification, certified vehicles, and a worry-free guarantee. However, the company only offers free delivery to consumers who live in certain areas and is not entirely transparent on its corporate website.
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Crn Powder Springs, GA
First, it was just sign here, there the keys, your car is out front. No service. They put new tires on the vehicle but they weren’t balanced so had to fork out $70 to balance them. Carvana suggested taking to the dealership under Powertrain warranty. Then while driving it started smoking. The oring on the oil filter had blown out because Carvana overfilled the oil. Also noticed the oring was dry rotted so looks like they didn’t actually change the filter and oring. Scheduled under the 100 day warranty to find the other new seal leaks from the over fill. Carvana’s response was that they aren’t responsible. Don’t buy from them. They don’t actually service the vehicles or have incompetent maintenance. Contacted them about the costs and they stated they don’t cover that and refused to escalate or allow me to speak with anyone. No different than the old school used car salesman.
1 year ago
Michael Ellenburg Forest Park, GA
They seemingly approved my loan application, took thousands of dollars from my bank in downpayment, and forced me to buy an insurance policy. I then waited for several days with no response other than that the delivery of my car was on track. They finally texted me on the weekend and gave me 3 hours to complete some kind of "extra income verification" by providing them with tax returns. When I couldn't do that, they cancelled my order and offered me no help on how to regain the money I paid for insurance. The "advocate" I talked with online - a person named Valentina - was also incredibly rude and blunt. What kind of car dealer takes your money and then refuses to honor the loan contract?
1 year ago
Mario C
I was pre-approved through their website for a vehicle and everything was absolutely fine. Until it came down to the financing for the actual vehicle. Then the down payment tripled. Absolutely liars and a false company and drive time is carvana. I walked into a drive time with the approved amount down for them to turn around and tell me for the same vehicle that I was pre-approved for with a $1,000 down payment that I need to bring back an addition on $9,000 before they can give me the vehicle. This company is full of nothing but crooks and they're not transparent at all and are nothing but liars do not buy from them in any way shape or form!
3 years ago
Vadim Zhovtanyuk Tracy, CA
Beware crooks! Agreed to sell our car to carvana, arranged a pick up at our house.
A guy from Carvana inspected the car and gave us a contact to sign (this contract had some crooked conditions as no price, no car mileage, no company’s address, also they insisted you to sign that you LOST your title!!! ).
All of that made us suspicious and we tried to deposit the check immediately. The check was invalid. Carvana’s rep said that it’s a first time but refused to go to the bank with us. Then we forced him to give our documents and car keys back and another guy from carvana arrived at our home with a truck. We refused to proceed with the deal and he agreed to go to the bank with us. Bank was closed for a holiday and ATM refused to accept the check saying it’s invalid. Carvana reps stated that the check can be accepted only by teller and offered to wait the next business day to verify the check. So, basically Carvana made you sign documents, pick up your car today and leave you to deal with invalid check by your own. Crooks!
3 years ago
Amber Albuquerque, NM
I am so disappointed. I was scheduled to get my car on 3/29. I received a text 2 days before the delivery date that there was an issue and they are going to have to reschedule. I rescheduled for the soonest they had a available which was another week out and once again two days before delivery date there was another delivery issue. I rescheduled again for the soonest delivery date and guess what there has seen to be another issue with the delivery so now I have rescheduled again. It was mandatory that my husband and I received this car on the original delivery date because my husband is a first responder and we only have one vehicle. I am so angry!!!
4 years ago
Sharnita Washam Saraland, AL
This has been the worst experience ever!! My car was delivered for me in Christmas with tons of issue. The 150 point inspection is a lie!! My car has been in the shop more than I’ve had it!! First off the night I got it there was a loud noise when you turn the AC on. The shop should me that the ac had DOG FOOD in is which was causing that! Next thing one of the tires had a knot in it causing it to May a noise when you drive it. The speaker is busted. It needed a normal service done on it. The brake calibers were causing the car to shake when you come to a stop. I was just notified today that Silver Rock denied fixing the brakes although it was like that when I got it! I don’t think I should be responsible for a 700 brake job that was happening when I got the car. The navigation module was missing out of the car so there was no navigation system. It was a fight trying to get these things taken care of before my 100 day warranty ended! I will never do this again! Beware the car was suppose to have an inspection so why weren’t these things fixed when They did the inspection!!! Never again!!!!!!!!
4 years ago
Mark DuPont Oak Harbor, WA
Great experience finding a car, but LOUSY after that.
I live in a remote, rural area and was looking for a specific model and package in a vehicle, so Carvana made finding and purchasing the exact vehicle I wanted easy. However, once I made my purchase it was crickets – almost zero customer service. First, Carvana needed to find a carrier to get my car from the East Coast to California. I heard absolutely nothing from them for 2 weeks. I had to bug them several times on the phone (long wait times on hold) before they finally assigned a carrier. The carrier spoke broken English and was not very professional when it came to communicating with me, but he did deliver the vehicle in decent shape. Since it was an East Coast vehicle it had rust underneath from salted roads, but nothing too serious. However, Carvana took forever to deal with my registration. I asked to have my wife added to the title and registration, and it took weeks and countless hours on the phone, and finally me getting angry and belligerent before it was finally dealt with. This company seems to put a lot of money and energy into the front end – listing cars and making a sale, and not nearly enough into customer service. I spent plenty of money with them and got extremely poor service.
4 years ago
jonathan miller Schenectady, NY
Placed order on 03/13/2021 for a subaru legacy. Inspection took a over a week. Then I waited and waited for vehicle to be delivered. I had 5 days left and then the 15 days was gonna expire. Called them And they said they were gonna expedite vehicle. Monday afternoon carrier called said they were picking up vehicle Tuesday will have it Wednesday. Wednesday came took 8 hours off work and waited for subaru. Nothing, so I called carrier.. carrier said never picked up vehicle because it was damaged!!! No call from carvana!! No one!! So I call them spoke with some 'DJ' and he was mad with me cause I'm upset!!??!!? Vehicle damaged and no one bothered to inform us! I cancelled order wasted 3 weeks for a vehicle that was never gonna show up! Sorry carvana but you lost a repeat customer for good! Especially when you cant even apologize for how you treat a REPEAT CUSTOMER!
4 years ago
Louis Cannaliato Gilbert, AZ
Actual car selection and buying went great! Got the car and love it. But then the registration process started. We have been going through this process for over two weeks now, and they still have their heads up their asses. It really sucks when I have to talk to someone that has no idea what is going on, and has to continue to go talk with registration and then come back to me, and will not allow me to actually talk to the registration personnel. I have had to do this three times on different issues. If I am going to this, and I paid cash, how bad is it for people that take out a loan??? This will be my first and last time to use Carvana.
4 years ago
Emily Bailon Scottsdale, AZ
Where do i begin? My experience with Carvana has been awful. I purchased a vehicle from them and even financed through them, the very first day i went to pick up the car it already had issues. Power steering light was on, alignment was completely off, rotors were super warped, tires were bad, had crack upper and lower control arms, The car is beyond unsafe. The 150 point inspection stated that it was ready and good to go. That was a lie! To top that all off the customer service was awful. The guys response was “I don’t know what you want me to do” I will never purchase a car from them again.
4 years ago
Samantha Thompson New York, NY
For a my first time buying a car this has been this worse experience ever! I bought a used car from Carvana, maybe that was my mistake. And the car keeps shutting off while driving. I’ve taken it to several locations with the warranty they give, even the dealership and the problem cannot be resolved. Carvana will not exchange the car because of the 7 day money back guarantee policy. If you’re not able to test the car out for 7 days i DO NOT suggest getting anything from Carvana. I also DO NOT suggest leasing with them. Because in my case I’m scared to drive the car and i have to have Bridgecrest a company that works for them take the car and it will RUIN your credit enough though the car came with issues they sold you!
4 years ago
Dave Peck Augusta, GA
I ordered a car a week ago. Supposed to be delivered tomorrow. They called me at 7o’clock the night before delivery to tell me it’s going to be an additional 10 days! So I am now wasting almost 3 weeks worth of insurance on this vehicle and I don’t have it. The only answer I get is sorry, it’s a logistical problem. Your car wasn’t picked up. I’ve already sold my other car so now I don’t have a car for another 10 days. Just go buy a car from either a reputable dealer or a person. A place where you can get your car and walk away after payment. don’t waste your time on some idiotic company that makes you wait three weeks before they can get a car to your area.
4 years ago
Alessandra Jacques Charleston, SC
Carvana is the absolute worst. DO NOT BUY FROM HERE. Bought a Honda Fit from here, everything was fine at first but noticed it smelled mildewy after a few weeks. I called Carvana and they said to just let it "air out". I did so for a while, didn't help. Finally I found that water was pooling under the carpets in the rear footwells. Took it to the mechanic, they said it had to be old flood damage that would have been from before the time I purchased it. Quoted a couple grand to fix it.
I called Carvana again, and they told me that my 100 day warranty had just expired. After almost an hour of waiting on hold, the rep comes back on and offers to buy it back at 1/3 of what I paid for it. Best they could do even though they sold me a flood damaged vehicle. Nothing else. No help with the cost of repair, just mindlessly repeating that it was out of their warranty. Total rip off and lack of customer service, and now I'm stuck with a molding vehicle.
4 years ago
j booth Washington, DC
My wife and I where sold a vehicle with a bad transmission. After 3 weeks the check engine light came on, so we took it to the certified shop ( pep boys) and found out it needs a new transmission. They knew it needed it and still sold it to us. The code was flashed before it was given to us. Thank God the warranty covered it but they will not cover a rental! And of course we had a family vacation set up that now we have to pay $750 just to rent a van for a week. I would highly recommend getting a mechanic to look over any vehicle you get from them before the first week so you can return the vehicle, and not go though what iam dealing with.
4 years ago
Rodrigo Amengual Pembroke Pines, FL
I reserved a Jeep Wrangler on Feb 6. After waiting and waiting for 2 weeks I decided to look for other options. While doing so -yesterday- the 2016 Jeep Wrangler vanished from my account. I have called 5 times since (twice yesterday and 3 more today) to no avail.
I was told that “the engineers” are working on this, that an expedited ticket was open....then that this team of experts has a 7 hour turnaround so that I should be ok by now (since the ticket was opened today around noon) and nothing.
This is totally frustrating and completely unacceptable.
Just excuses and wasting my time.
4 years ago
Mark Williams Keller, TX
Trying to complete the sale is next to impossible. Impossible to get ahold of a customer service rep. On hold for 20 minutes, then they say they will call back. They don't call back. Now they send an email (that you can't respond to) saying my deadline has passed. I've never received an email I could respond to and I've never been given a number to a customer service rep other than the main number, which always has a 20 or more minute wait time. Still have been unable to complete the purchase. I'm hanging in limbo waiting for someone to call me back after requesting a call back 3 times! Not pleased with my first experience. Can't see ever trying this again.
4 years ago
Sarah Eves ,
I’m only giving this a 1 because I can’t give it a negative one million. The whole experience has been miserable. We had to fix the loan with our bank because carvana called and asked for a price $2000 more than posted (including all fees). We didn’t get a car in 10 minutes, in fact it never came 6 days later and they’re unable to track it. What company doesn’t track their cargo? And they brag about transparency but never told us we’d have to wait for the car or contacted us in follow up. We used this method because my husbands car died while out of town. He needed one quick which we thought this would be the best idea but it was the worst. They even want me to drive 8 hours just to sign to trade in our car, wouldn’t even take a power of attonrnet signed by a notary. This is more painful than getting a tuktuk in Thailand.
4 years ago
👎🏼 Tom Belding, MI
I purchased a 2020 GMC from CarVana. The vehicle is clean and we’re happy with the vehicle. CarVana purchased my 2017 Chevy for less than market price, but I thought the convenience was worth something (probably not the $3000 less on my trade in), we completed the deal.
The driver was late (he was actually stuck in the ditch about a mile from my house). After talking to the driver on the phone, I drove around to find the CarVana car hauler stuck. After the transaction was complete, I offered to assist the driver and use my plow truck to recover the car hauler. The recovery took about 30 minutes, the roads were icy, the car hauler was back up on the road with the trade in loaded up, saving CarVana hundreds of dollars in tow truck cost.
After returning to my home I realized my new purchase only had 1 key fob. I contacted CarVana and asked for a second key fob. CarVana’s quick and cold response was “No, our policy is we don’t provide extra keys if the vehicle doesn’t have a second key”. I kindly explained that I went out of the way to help CarVana, with the car hauler recovery, couldn’t CarVana reciprocate❓
The quick and cold answer was “NO”. 😡
CarVana could have had a returning customer and a 5 star review if they would have a little customer service after the sale.
My daughter made a similar purchase from “mat.org”. When she asked them for a second key fob, they sent her a second fob and $ for programming at the local dealership.
Do your homework, don’t assume anything from Carvana.
4 years ago
Lawrence Perez Pittsburg, CA
Had a horrible experience purchasing and trading in a vehicle. I started the process around 12/12/2020 and got my dates pushed back multiple times due to mistakes from either the staff or the bank. Spoke with multiple different people and was told that I could get an extension on my deadline until my loan went through the funding list. However, it was written as some sort of note and it did nothing to hold my delivery dates. I was pushed back from the delivery date of 12/25/2020 to 12/30/2020 and then to 01/05/2020. Was horribly frustrating. The only thing I can give any praise to is the friendliness of the staff.
4 years ago
victoria otis Concord, MA
When purchasing my first vehicle by Carvana, it was a 2016 E- Golf Volkswagen. I placed a $1,100.00 deposit on the car, and 2 days later the car arrived. When the vehicle arrived, it was sent to me with a Nissan Charger. The Nissan Charger would not work on the Volkswagen, not to mention the car's battery itself. With hours of time waiting for my e-golf to get any kind of charge, the maximum available charge was 80 miles. all of which lasted me about 30. Carvana advised us to go to a PEP BOYS, open a claim, and they will cover the cost of a new charger. Pep Boys said they cannot work on the car because they do not have the equipment, and we need to take it to a VolkWagon Dealership. (All of this just for the correct charger). After 3 days we got an appointment at a Volkswagen dealership (day 5 of having the car). They kept the car for 2 weeks to run a diagnostic, and then gave me the correct charger for the car. Please recall that Carvana has a "7 day return policy" so we were unable to drive the vehicle to see if it even worked because it was delivered to us with the incorrect charger. After driving the car for 2 days, the electric tank proved to be faulty when I was stranded on the side of the road. The car said I had 50 miles until empty, then after a mile it drained to 5 miles, and suddenly the car ran out of charge and I was stranded. The next day I spoke to a Carvana advocate who advised me to use the Volkswagen as a trade-in for a new vehicle and NEVER mentioned anything about negative equity. The advocate told me that since the Volkswagen isn't driveable (due to its faulty battery when delivered), that they would do an event trade for my vehicle. The next day when I chose my vehicle for a trade in , a different advocate told me that the Volkswagen lost $3,000.00 in equity since it was in my ownership, which is completely understandable but annoying because that is not what I was told the day before.Therefore, I selected a vehicle for $3,000.00 less than my original car, which resulted in me losing my $1,100.00 deposit for the Volkswagen. Since the car was returned, the security deposit should be returned as well, hense security deposit.
After finding the Mini Cooper for $3,000.00 less than my original purchase, we were told we needed to place a $100.00 deposit to hold the vehicle. After a month went by and the vehicle I selected still wasn't posted, we called Carvana to check the status of the Mini Cooper, an advocate explained we needed to pay another $100.00 to hold it for another month since it wasnt ready. On 12/4/2020 the Mini Cooper was Delivered. Not even 10 miles into driving the car, the engine light came in and the car started shaking. I was scared for my life in my new vehicle. When I returned home, we immediately scheduled to have the car picked up on Saturday 12/5/2020. Today, 12/7/2020 I was charged $400.00 for the delivery of ANOTHER faulty vehicle by Carvana.
When asking for a refund for all the money dumped into 2 faulty cars, Carvana says "The reasoning behind this is because Volkswagen was used as a trade and had negative equity of $2800. The $400 would have to go towards that negative equity. The reasoning behind this is because Volkswagen was used as a trade and had negative equity of $2800.00 The $400.00 would have to go towards that negative equity. You do have the option to take the Volkswagen back to avoid having this negative equity that has to be paid, but otherwise that is going to remain a due balance. I also ran the insurance by my management and confirmed that we are unable to refund that as well since you owned the Volkswagen and used it as a trade"
Not only did they give 2 faulty vehicles, take over $2,000.00 from me for cars I was not driving, they now say I OWE THEM MONEY. If anyone can offer me any advice or help on this matter please reach out.
4 years ago
Kali Lexington Park, MD
My experience with Carvana has been horrific and stressful. I regret even dealing with the company. There were problems from the start. After selecting a vehicle, submitting the requested documents, and verifying funds, I received a quick turnaround and received an email congratulating me on the purchase and confirmation of the delivery date. Great right!? Not the case. Hours later, when I logged into the portal to inquire about adding an extended warranty, I receive a message stating that the vehicle was no longer available and there were 1000's of other vehicles to choose from. I called Carvana, and an advocate declared that the car had a pending sale by another buyer! And couldn't figure out why or how'd that happened. Fortunately for me and unfortunately for the other prospective buyer, the advocate placed the car back in my cart and had to call the other buyer and make them aware that the vehicle was listed by mistake and was already pending a sale. So unprofessional. The advocate made me aware that I would need to submit all the required documents, sign a contract again, and choose another delivery date. Before signing the contract again, I edited my order to add another $4000 to my down payment, bringing it to $23,000. Nope, Carvana's system did not like that and caused further headaches.
Fast-forward to after the delivery (within seven days guaranteed period). Carvana has an issue with misleading advertisement of their vehicles. In the vehicle listing for the car I purchased, the damage to the paint was not disclosed. With the lack of disclosure/transparency, I was under the impression that there was no notable cosmetic damage to the vehicle. I advised Carvana of the issue like I was instructed to do within the first seven days after receiving the car. When concerning undisclosed damage, it states on the Carvana website, "if the cosmetic concerns are within our standards," What does this mean? The statement is very subjective, especially if there is no scale to measure Carvana's standard, nor is the obscure measure disclosed to consumers. This leads me to believe this "standard" is fluid and not concrete and based on the after purchase advocate's perception of the vehicle's acceptable condition. Up until now, I was given the impression that all undisclosed issues presented within the first seven days will be rectified until this morning. As of today, I am out of my seven day return period, so I don't have the option to return due to Carvana's deception. The Carvana buying experience has been horrible, the opposite of a seamless and haggle-free purchase process. I shouldn't have to haggle with the company to remedy issues that weren't noted in the vehicle listing, i.e., a door entry remote with a non-working battery, the non-existent media system that Carvana claimed the vehicle had, the car indicating an oil change is required, undisclosed paint damage, the vehicle was not detailed and smells like heavy cigarette smoke and a foul stench that I can't identify, white crust/crude affixed to the door cubby and cup holders... the seats weren't even wiped down. There is visible dirt smudges and white powder stuff on them. On both side mirrors, there is an adhesive residuum (possibly from the previous owner gluing aftermarket blind spot mirrors), which obstructs a significant portion of each mirror. The leftover adhesive cannot be removed simply with soap and water. Moreover, there isn't a front license plate bracket on the car, so that's another thing I have to pay for on top of having to pay for a rental due to delivery date changes. If I would have known about all the hidden risks associated with purchasing a car through Carvana.
4 years ago
ashley Aurora, CO
Zero star, Caravan sold me a car that was a LEMON!!!! not even two and a half months of having the car I had to take it in to the shop because it needed a WHOLE NEW ENGINE not on the car fax's. then it spend over two months in the shop due to the lack of communiction with the warranty company. After just having my car back a little over a month it broke down once again on me and now it maybe the STARTER OR ALTENATOR!!!!!!! NEITHER CARVANA OR SLIVER ROCK WARRANTY give me the courtesy of letting me know that my warranty was going to expire and not give me the option extend it, CARVANA never offer me the carvana care package. This whole experience has been unpleasant I WOULDN'T RECOMMEND buying from them and if you do I recommend having a mechanic handy before signing anything because they don't give a shit about the buyer and will sell a LEMON!!!!
4 years ago
Lily Maxfield Hyde Park, NY
If I could give no stars I would. This has been the worst car buying experience I’ve ever had. I received my car in July and here we are in December and I STILL DO NOT HAVE MY PLATES. Reason number 1, engine light came on the first day I had the car. Cool. Reason number 2, car was dirty and not professionally clean like they claimed. Reason number 3, they did not even submit my documents to the dmv after months of them telling me that everything was fine and all set. It took me 4 months just to get someone to actually look and tell me they were not submitted at all. That’s great...just sat there for months since no one wants to do their job correctly. Reason number 4, RUDE CUSTOMER SERVICE, I’ve been hung up on, been on hold for hours, have be given attitude for no reason. I’m not one to yell or be rude over the phone. I wish I never picked carvana for my car buying experience. Anyone thinking that carvana is a easy going place to get a car, think again and go to a dealership because it’s seriously not worth it.
4 years ago
Elvis Colindres Los Angeles, CA
Set up a trade with my vehicle, talked to about 3 different people during the process and by the time I was ready for my trade they pick up my car on a separate day and dropped of the vehicle in another. They said this was not going to be issue. I expressed concern on multiple occasions and was promised it was not going to a problem, .HOWEVER on the day of the delivery they changed my contracts to two separate transactions eliminating the benefits I get for doing the trade since the vehicles were picked up and dropped of on two separate days. I again expressed concerned and they said it was not going to be an issue my field advocate would take care of it. It became a big issue when my vehicle was delivered and was told there was nothing they could do because they were two separate transactions. Also, they don’t record conversations as they say they do, for some reason they did not have on file being promised that I would still receive some of the benefits but they did have on file that they initiated the change on their way end. Offered me a $100 check to cover some of the taxes, in California that’s a little under 1% of the taxes. So now I am without a car, since they took my vehicle on a different day. Also, they offered me to take the car for seven days to test it out but I didn’t feel comfortable doing so if as a first time buyer since they didn’t honor my contract.
4 years ago
Malik Cochranville, PA
DO NOT BUY from Carvana. We placed an order for a BMW 2020 and 2 hours before the delivery we got a call about the damage which was not listed. The whole side of the driver door had a BIG scratch and they just wanted us to accept the delivery and will repair it later. After calling Carvana I was given three options 1) Choose a different car 2) Wait for it to be repaired 3)$150 price reduction towards the next car. All three of these options wanted us to stay with them. They told us that they will not report the damage repaired to Carfax and We just did not feel right about this company ethics. I tried to talk to a manager but the associate (Danny) had no one available and told me that her supervisor would call back when she has time. This has been the worst car buying experience and now I realize that dealing with people face to face is much easier. If it was a regular dealership I am sure they would have accommodated us somehow. Customer Service is really bad.
4 years ago
teresa nguyen Katy, TX
Horrible company.
Husband and I was in the process to by 2019 Lexus ES. We got a loan and paid it. They called us 1 hour before our PICK UP time and told us that the car is not at the shop. The car was suppose to be delivered 2 days ago but never came. We called and called and they couldn’t find the car or knows where the car was. They couldn’t track the car. At this point we were frustrated!!! Find out 2 days later, the car was sold to someone else. Very unprofessional. They said they couldn’t do anything about it or compensate us for anything. They Never informed us that the car was not there or sold to someone else.. all they said is that they didn’t know where the car was at..
The whole time we thought the car was going to be delivered to us beucase they kept saying the car will be here in 2-3 days! HORRIBLE! Don’t go with Carvana!
4 years ago
Jeremy Vista, CA
I don’t know how Carvana can say they are the best, when they are really not. Spent 2 days trying to buy a car, and then an hour on the phone this morning and got denied because I had a bank account with my wife’s name on it and they said they could not see my direct deposit were mine, even though I showed them my bank statements and pay checks with the amount going into the bank. Unbelievable if you ask me. So bottom line if your trying to buy a car for your daughters 18th Birthday, don’t go through Carvana if your direct deposit from your employer goes into an account that has both you and your wife on it. Very unprofessional and a joke.
Even showed pay stubs of my wife’s to show she did not work there.
Good luck if you have a joint account and direct deposit.
Good luck to you all.
4 years ago
Shonna Holmes Suitland, MD
DO NOT USE THIS COMPANY! They made the entire process very frustrating! I did EVERYTHING THEY ASK including having my OWN financing! I uploaded all my paperwork to the their website as requested. However, they would not even give me a call to advise me that my car was going to be delayed, not once, not twice but three times! I AM PAYING INTEREST ON A LOAN FOR A VEHICLE THEY PROMISED THREE WEEKS AGO! The first excuse was the battery then AFTER I CALLED TO SEE WHY IT WAS DELAYED AGAIN I was told they cant verify if the car is even in their inventory. Im thinking well how did you know the battery needed to be replaced if now you cant find the car. I started getting skeptical and looked up the reviews and a lot of people were complaining that the cars had water damage, rust and smells of mold in some of the cars. Even the car that I was looking at had only 14K miles and it was 6 years old....so it made me wonder had it been sitting. It could be just speculation but the care in which they just send a text on a purchase that consists of thousands of dollars just seems a little concerning! What even shocked me after that, was when I canceled my order. No one called and asked why or address my concerns and the car was posted RIGHT BACK ON THE WEBSITE AS AVAILABLE. BUYERS BEWARE! DO YOUR HOMEWORK AND I actually found going to the dealership wasn't bad at all. At least you can touch and see the car you are about to spend thousands on and even if salespeople are there to SELL you a car that you leave with it and not wait WEEKS just to get another text to say your car has been delayed AGAIN!!!
4 years ago
Diana Jones Walsh Wilmington, NC
DO NOT PURCHASE A VEHICLE FROM CARVANA!!!!! SELLING YOUR IS EASY BUT GETTING THE REGISTER DONE FOR THE NEW VEHICLE IS A NIGHTMARE! No one will take responsibility for their lack of processing the paperwork. I purchase a SUV 7/31/20 and today 11/13/20, I am still waiting for their third party vendor to process the paperwork and get to DMV. Today, I was told unable to transfer for old plates to new car because my plates expired 10/31/20. Well, yes I sold my car on 7/31/20 and they have neglected to get DMV the paperwork until yesterday. THEY TAKE NO RESPONSIBILITY FOR THIS MESS!!! I'm driving around on expired plates since 9/12/20. Carvana needs better vendors and associates who can push paperwork through. I have called them every week throughout this mess.
4 years ago
Ernest Figueroa Hartford, CT
I purchased a Hyundai Genesis from Carvana and it was inaccurately listed as all-wheel drive - it was actually rear-wheel drive. They had several cars mislabeled. Also disappointed in financing. The interest rate jumped 2% if I did not want autopay (despite having excellent credit). If you call customer service, expect to be on hold for at least an hour. I am still waiting for my car to be registered almost 3 months after purchasing the car. First they said they needed a form filled out and they would FedEx it to me and I was to FedEx it back. After 2 weeks and several texts and emails I never received the form. I gave in and called customer service (again waiting over an hour on hold) and they emailed me the form. I returned it the next day and did not hear a thing for over a month. Then they send me an email saying they need proof of insurance despite my having provided it already - they won't release the car to you without proof of insurance. It has now been another week since I sent the proof of insurance and still waiting on registration. Only thing that has gone right is the drop off and pick up. The gentleman was courteous and pickup went off with no issues. Car is good. Administratively, they suck.
4 years ago
Brian Hanson Los Angeles, CA
I wasted 2 days dealing with carvana on getting a car. I did the application applied my trade in sent my statements in and everything I signed the contract setup delivery even changed my car insurance policy to the new vehicle per there request and now I no longer have insurance on my old vehicle thanks to carvana. They changed my contract several times had me apply for loans. I’m a victim of identity theft and in the process of fixing my credit and thanks to carvana and them having me contact all these loan and bank companies I now have as of this morning 28 new hard inquiries on my reports that said will last for the next 25 months. So now my credit is being shot down and my apartment I’m moving to denied me now because of too many inquiries on my reports in just 2 days. I’ve signed the car contract I believe 3 different times for them. And now there saying my income is not enough for them. The car I’m getting is only 12,250 and my yearly income is over 40,000 so how is that not enough. It seem like when I told them my job was a adult gay male film star that’s when everything changed because the first application I was approved for without any issues I just had to do my trade in and pay 893.00 cash but all that changed to me paying a few thousand dollars down and having to get a car way cheaper that probably would have way too many miles. I will never go through carvana ever in my life. My brother and daughter are testing their cars with them now and still in there 7 days trial. And since I am paying out of pocket for there cars I will be having carvana pick these cars up and all 3 of us will do business else where. I will let all my family and friends and coworkers know never to use carvana because they will leave you high and dry and will mess your credit up and have you taking out loans you really don’t need. So thank you carvana for the messed up experience. -100 stars from me.
4 years ago Edited September 14, 2021
Bill Nashville, TN
Carava simply is in business to control the transaction and prey upon consumers who find they must have a vehivle to function and the company takes advantage of those consumers that are already Under some financial stress
They overprice tge cars
They demand sometimes a heavy down payment on top so then a high interest rate finance and boom you have a deal
But remember their portocol is they don’t nehgotiate donuts a take it or leave it transaction
While good companies should make a fair to possible a top end price
This is financial tape of the consumers who are in a situation as I described
So no problem if you make a profit but shame in you for ripping people off by design
4 years ago
Phi Folsom, CA
This has been one of the worst experiences of my life. I bought my car 5 months ago, and Carvana charged me a registration fee but did not process the registration with DMV. I have called more than a dozen times to get the issue fixed, but they keep telling me that my registration is "pending". I've had to go to DMV and get a temporary operation permit and pay hundreds of dollars, but I cannot fully register my vehicle until Carvana completes the process on their end. When I call I ask to have a manager call me and they keep saying that I have to be called back but they never do. I am now driving without registration and there is nothing that I can do about it. I will NEVER use this company again.
4 years ago
Julia Lecy Albuquerque, NM
Horrible experience with Carvana's customer service. Car buying process was easy, but registration process and customer service has been AWEFUL! When the car was dropped off, the employee said she would call me back regarding the out of state vin inspection that would require me to register my car in my home state. Never got a call. Process was going smoothly, Carvana had received my paperwork, and my registration was allegedly being processed. Then I was receiving emails and phone calls that I was missing documentation. I proceeded to call Carvana, wait up to 3 hours on hold, just to be told to disregard the emails and my registration was fine. I continued to call their customer service after a month of hearing nothing, and SEVERAL times I was told by a Carvana employee that they would call me back when they were able to get in contact with their registration team (approximately an hour) and every time I never received a call back. This then required me to call and wait again and again just to explain my situations and frustration to someone completely new. Still no registration. Driving on expired plates all because Carvana can't pick up the phone. Very disappointed!
4 years ago
MackTheKnight Frisco, TX
This is a review of actually receiving your car once you choose one and get financing approved. Choosing a car was relatively easy. I wish the picture were higher resolutions as you can't always see details regarding tire brand or paint condition. Applying for financing was very easy. Selecting a vehicle and receiving financing took me all of 30 minutes! Perfect! I picked a day that was 4 days away to pick it up at he vending machine (because it seemed pretty cool!). The night (6pm) before I was to pick it up I received a message that stated: "We're sorry to inform you that your car has been delayed as we have identified a concern that is outside of our standards that needs to be addressed prior to delivery." They rescheduled for 2 weeks away! I no longer wanted that vehicle since I found out it had body damage, I can only assume during their shipping.
So...I picked a new car. Great, no problem, documents changed, schedule a date. Now I schedule for delivery. It will be delivered in 2 days on Saturday morning which is perfect because I usually travel during the week. 1 am, day of delivery, they text me with the exact same message as before!! This time they tell me they can't locate the keys and they need to reschedule. Guess when?? Same day that were delaying the other vehicle. Monday, the 26th of October! 11 days away. Well I travel and can't be there so October 31st is the earliest I can get it. A full 3 weeks from when I first started my purchasing. What is going to be the next delay???
If you need a car soon then DON'T buy from Carvana. I find it hard to believe they can deliver as promised or I'm just having bad luck. I should've bought from a local dealer. Sure I would've have been in there for 4 hours and gone through all the crap we hate about car dealerships but I would have left with a car that day.
I'll update once and if I actually receive a car.
4 years ago
Eric wolff San Jose, CA
Dealing with carvana has got to be the worst experience I’ve ever dealt with anywhere in the retail world. The day of delivery of my 2017 Audi a seven I waited around all day for my delivery no confirmation no call for cancellation by the end of the day there was no car. The next day no call, I waited the other day and called and they said they were on available for delivery of the day that I was expecting my car. The car shows up and it appears to be a nice looking vehicle and I accept upon further inspection of the vehicle I start noticing other things wrong with it the paint on the bumper does not match and there’s a few things out of place, like a coolant smell and a weird grinding from the brakes. I immediately get on the horn to have Carvana fix the paint issue I did spend almost a month in the autobody shop getting the bumper fixed from a previous accident from before I own the vehicle. Carvana claims they sell accident free vehicles but this $40,000 vehicle had been in an accident. And now that there’s other mechanical issues with the car like the brakes wearing out in less than 4000 miles of the purchase of my vehicle Garrett one of their supervisors is telling me I’m on my own because those are wearable items. I then told him they were already worn when I bought the vehicle and they need to be replaced. They flat out sold me a vehicle that had worn out brakes and are now telling me I am on the hook to pay. Everything about my experience with carvana I have been dissatisfied with. Their supervisors will not do anything for you they will tell you they will look into something and get back to you in a day and they will never call you back. The supervisor I deal with named Garrett told me numerous times he would call me back and I waited several days if not weeks at times before calling him back only to have to wait and get the runaround before I can get in touch with him and yell and scream at all of his associates before I can get in contact with him. This company does nothing but offer their customers their run around after the sale is complete. They sure had great communication with me before I made a sale of my vehicle but shortly after that I didn’t hear much from anyone. Buyer beware for sure. These guys are buying questionable cars from questionable auto auctions and putting the minimum out of work on them and polishing these things up and making them look like gyms. They are nothing more than questionable vehicles that have not been inspected properly. My vehicle had a 150 points inspection Supposedly but when I drove the vehicle around about 200 miles a light came on on the dash saying that it was low on oil which is weird that it was supposedly changed shortly before I bought it. Be careful with carvana and their third-party inspections. I feel completely ripped off and taking advantage of. After tax and licensing the vehicle I purchase was $45,000 and now they turn their nose to me like I’m some kind of piece of garbage when I have problems with this lemon of a vehicle that they sold me
4 years ago Edited September 14, 2021
Landon Baize Atlanta, GA
Absolute Disaster of an experience from start to finish.
After finding the vehicle my wife wanted on September 8th, we then tried to schedule a delivery date. My wife is pregnant at this time and wanted to make sure we would get the vehicle before her due date. The first available date of delivery was October 1st. Almost a month after the purchase/process. Because of COVID, we understood there may be a little delay, so we accepted that day. A day before delivery...yes, a day, we were told there was a problem with transportation, and they had to push the date back to October 5th. This was not good because that was the due date for my wife to give birth. So, we pushed it to the next available date which was October 9th. And wouldn't you believe it, we get a call the evening before saying there was yet ANOTHER delay to delivery. Are you kidding me?!?!?! Even after pushing the next available date of delivery back, there were still issues? So... after very little help and concern from Carvana customer service, we were told October 13th it would guaranteed be delivered. We asked if there were any issues with the car because now, we are concerned of its condition. We were told absolutely not, it's only the delivery that is causing the issues. We finally received the vehicle on October 13th and took it in to our mechanic to do a quick overlook to make sure it was in good driving shape the following morning. Our mechanic got back to us with a ton of issues. A very serious transmission leak, missing studs from both exhaust manifolds which said the engine has been taking out of the vehicle for some reason, codes for issues with antilock brakes/AC system, and the driver’s side floor mat somehow went missing between the purchase to delivery. I called the customer service for Carvana and was on hold for over a half hour and explained everything to her over the phone. I was told that Carvana and their team does a 150-degree safety check on the vehicle before delivery. There is 150% no way that happened with this vehicle because these were very noticeable issues that did not get monitored or presented to us. We've now scheduled a Return and Pick up because we do not want this car that is not drivable or fit to be sold. The next pickup date is not for 5 days so it has to sit in our driveway for that long. A lot of lies, fabrications, and overall bad experience with Carvana. I wish I could give them zero stars because this has been a disaster. I recommend using any alternative other than Carvana.
4 years ago
JDS1216 Dunnellon, FL
I bought a Mercedes GLA250 about a month ago. I signed all my documents, got my loan, and my date of delivery. I sent in all documents requested. No one called me. I didn’t hear anything from the company, so all was well, right?! Wrong. We had our scheduled date and time. I logged onto my account to change my time of delivery because I realized I took that day off from work. I hit ‘edit’ on the site to change my delivery time, but nothing happened. So I logged off.
4!days before delivery, I received a notice that my car was unavailable. I call, they tell me that it has been sold to someone else. They said it was my fault... when I hit ‘edit’ and didn’t make changes, I unlocked my car and someone else bought it. What?!
Never again!!! I will buy a car from the lot and drive it off knowing the deal is complete and won’t be sold to someone else.
4 years ago
Steven Swerdan Waterford, MI
I watched carvanna for over 6 months looking at the trucks that I wanted. They had quite a few but they where all way over priced. Most of them 5-8k over kbb value. Then finally, one of the trucks that met my criteria finally became a reasonable price. The purchasing process was relatively painless and I was told that I would hear back soon and get a delivery date scheduled. About a week later, they got back with me and gave me a couple of options, either have the vehicle delivered to my door from the carvanna dealer that is roughly 2 and a half hours away by a third party, or have the vehicle delivered to a convinience store location within carvanna's delivery range and have it delivered by a carvanna truck and do all the registration with the representative right there on the spot. So I opted with the second option because it was not a very far drive from my home and I wouldn't have to hassel with shipping registration back to carvanna. I had them schedule the delivery time for 2:30, the latest possible time, on a week day. No real issues so far. My dad and I both took a half day off of work to go to the convinience store and receive the truck. We got there a little early and waited till 3, a half hour after scheduled delivery. I called carvanna and got placed on the typical call line with a wait longer then 30 minutes according to the automated recording. I'm a pretty patient guy and know that crazy things happen so I wasn't super worried about it. I received my return call, explained the situation and was put on hold for a few minutes when the representative got back with me and told me he was contacting the dealer. I was put on another hold that ended up hitting an hour and the call ended. At this point I was incredible annoyed. I had been waiting and on hold for 2 hours and haven't heard a word from Carvanna. Then after about 2 and a half hours, I received a call from the original representative I spoke with and he gave me a bs excuse that there weren't enough delivery drivers and it is still sitting 2 and a half hours away at there dealer. I was floored. My dad and I both had just taken half a day off work, sat at a convinience store where the delivery was scheduled for almost 3 hours just to be told that it was 2 and a half hours away. I should have received a phone call at noon or so saying that they couldn't deliver it that day. That would not have been a big deal. Instead I wasted all that time and was put on hold all that time with no answer. I cannot believe I spent this amount of money and was treated like this. So unprofessional. Not a good first impression or a good way to do business. So after all this, the soonest they could deliver it was 5 days later. I can't believe I spent that kind of money, and was treated like that. And such a garbage excuse. No way to treat a high paying customer. So coming full circle, the majority of the vehicles I've seen on carvanna are far over priced and they don't know how to treat a customer. I tried to let carvanna make it right by offering me some kind of reimbursement, and they wouldn't. Wouldn't even waive the delivery fee. Really goes to show how much they care. They really dropped the ball and when they had a chance to make it right, they made it clear they are more worried about making as much money as possible over trying to make the moment right. If you buy carvanna, know full well that they are not going take responsibility for there short comings and they know that they can sell it to someone else and not take a hit. They know you are expendable. I cancelled the vehicle knowing full well that it wouldn't really affect carvanna. I just couldn't give them my money knowing how they handled it. I will tell everyone I know my experience and how unprofessional carvanna was. I'm incredibly irritated and disappointed.
4 years ago Edited September 14, 2021
Steven Tjaden Las Vegas, NV
I purchased a vehicle and scheduled it to be delivered. They suggested on a Sunday. When the vehicle arrived, I was told that since it was Sunday, they weren't able to get the Smog check or VIN inspection so I would have to do it and then mail the documents back to Carvana to have them register the vehicle. No forewarning of this. I was excited to get the vehicle so I grudgingly agreed. When the temporary plates expired and I still had no registration, plates, or title, I reached out to the Carvana - they had not texted me or posted anything on my Carvana Dashboard (their website). They told me I would have to work it out with my DMV. Due to Covid, my DMV is not taking calls, and you can only go in by appointment only, which they have none for 3 months. I reached out to Carvana to tell them this and they said there is nothing they can do. I am still waiting for registration, plates, and title while the vehicle sits in my driveway because it is illegal to drive, and it will stay that way for at least 3 more months (possibly more) unless Carvana comes through with the registration before then. I am not sure what they were doing with the registration since they didn't give the documents to their "third party car registering service" until after my temporary plates had already expired. Carvana sold me a car that it is illegal to drive.
4 years ago
Cynamin Thomas Phoenix, AZ
Two months ago I purchased a truck from Carvana went through the 150 point inspection etc everything seemed great. Drove to El Paso Friday 8/28/20 and half way there we noticed a sound like something was stuck in the tire…checked tires nothing found…continued on our drive. Sunday we get up for breakfast and the sound is more prominent. Call Carvana they state they can’t help me and transfer me to Silverrock who says the preferred vendor is Pep Boys. Took the truck to pep boys who stated the transmission was bad there was water and metal shavings of some sort and that we wouldn’t make it back to AZ driving it. Charged me 30$ for this diagnostic and couldn’t provide any further suggestions. Called Carvana again to find out if I can get a rental car home, should I tow the truck back to AZ or what my options would be. The advocate stated I should find a shop out of network and go through Silverrock…I was transferred to Silverrock who stated the same thing. I asked if there was a shop I should take it too and they recommended the Pep Boys even after I explained I had been there already. So I googled some shops and did it on my own. Had to pay for another night in the hotel, food and a lyft to and from our football game. Monday comes I drive the car to Westside transmission for them to do a diagnostic. I get it back and they state the transmission looks great nothing wrong with it but the rear differential is out and leaking fluid (the same fluid a pep boys associate said was the transmission). They don’t work on anything but transmissions so I need to take it to another shop. Take a lyft back to the hotel and pay for another night. Call Carvana back and was on the line for 90 minutes until I got Amanda who by the way during the whole 36+ hours was the ONLY person to help in any sort of way. She found a Ford shop for me to take the car to early Tuesday morning. She was professional and definitely went above and beyond to help me. Took the car to the Viva Ford shop Tuesday morning and waited for a diagnostic. While we waited I called again to find out if I can get a rental car as I have now missed two days of work and was told I am unable to get one until a diagnostic has been run….even though I’ve had several. Apparently that option is only available if the facility calls to start a claim and have the ability to resolve the issue. So all 3 diagnostics were invalid unless they were able to be fixed. Viva ford starts a claim and I’m still unable to get a rental car as they haven’t stated if it will take longer than 8 hours to fix. After my 5th lyft ride I just went to Hertz got a rental and drove home.
To sum it up I’ve now paid Pep Boys 30$ for the wrong diagnostic. I’ve paid for another 60$ night in a hotel…40$ for dinner. Monday I pay for another night in the hotel 60$ another 40$ dinner and Westside transmissions diagnostic was 50$. Taking a lyft back and forth totaling 70$ dollars. Rental car because I wasn’t going to wait all week for Carvana/Silverrock to give me an update…343$. In total I’ve missed two days of work and spent $693 and my truck is still not fixed and I’ve gotten no response.
I called every day for a week asking to speak to someone in executive resolution and I’ve been told the call could not be transferred. So I will call every day until I get a response…if the car was thoroughly inspected the issue with the rear differential would have been found and fixed prior to being sold.
Within the last 14 days I’ve received one call from a lead named Sara and nothing further. The car was fixed on Friday and I had to take a greyhound bus to pick it up. Also spent another 60$ for a hotel so I was safe driving back to AZ. Never received a call on how I was going to get my truck back.
Lastly I have several friends and family that all work at Carvana and only went through this company because of what I’ve heard about the car buying experience. I have never been more disappointed in the lack of care or empathy provided by a company.
4 years ago
Jerry Nevarez Pacifica, CA
ABSOLUTELY HORRIBLE! I want customers to know what they have to expect from Carvana. They gave me a 45 day temporary plate... they didn’t actually submit for the registration, title, plate and tags until 18 Aug 2020 (mind you I purchased the vehicle 8 July 2020). I received my plates, registration and tags 4 days prior to my temp expiring. This is not the issue... the issues is somehow they messed up and registered the vehicle with a lien holder to Carvana instead of my bank. I’m active duty Army and here I am scheduled to move overseas and my bank doesn’t have a title so they can’t do a lien holder authorization to allow my vehicle to go outside the U.S. Thus, Carvana had my title since 19 August 2020. Here I am with ZERO financial responsibility to CARVANA who decided they want to be the lien holder to my vehicle when my vehicle was purchased via loan thru my bank - the proper lien holder! CARVANA has not been supportive in correcting the issue and I’m ready to take legal action! The customer support I received is non-existent and their practice has clearly allowed them to conduct a illegal transaction. They are not the lien holder.
4 years ago
Tammy Davis Bangor, ME
Well i knew someone who bought a car from carvana and had a good experience, so i decided to buy one! I bought it july 8th and recieved it july 28th, which i get it im far from normal dealing states. But i recieved it and the brakes were so bad it shimmied and barely comes to a stop. Plus the back bumper was all a flop from a broken attachment piece. I immediately notified them i was told the brakes would be covered and bumper piece was questionable id need to send pics of that. So i did that and also was asked to send a quote from a mechanic for both so i did that, now 2 months later after numerous times trying to contact them etc they are saying they wont cover either! Very disappointed in them as i have had to wait on hold for hours be told someone would get back to me, and no one has ever gotten back to me! I feel when you are going to be spending over 20,000 on a vehicle that it would come in the condition as they said it was. Especially when you are buying online so have no way of knowing til it gets here, then are reassured it would be covered during the 7day return and miraculously after the 7 days you get told they will not cover the things that the vehicle showed up with that was not told about! Especially when they supposedly do a 150 point inspection! Absolute craziness, next time ill just buy at my local dealership to ensure i get what im paying for! Total rip off
4 years ago
Andra Los Angeles, CA
Word of advice: when you get the car, take it to a mechanic YOU trust. Carvana doesn’t offer that 7 day guarantee for nothing. We bought a car and had to return it two days later. It stated that the car went through a thorough inspection, but when I took the car to get looked at by my own mechanic, it needed new brakes, new rotors(current ones were corroded), a new air filter, and a couple other things. Now these were all things that they marked on the inspection list. Then when we tried to go through their warranty company, Silver Rock, no one could get a hold of them. I had a friend who worked for Silver Rock and said they do everything possible to not pay for a repair. Normally, these things are wear and tear, but the fact that Carvana signed off them as if all these things were in good standing, that’s what really upset me. Either they don’t really do an inspection or they just don’t care and sign off.
4 years ago
Paul Minneapolis, MN
They showed up with a check that was roughly about $320.00 less than the appraisal I accepted. Told me I’d get it all back from the lender on my car within about a month since it’s all based on the payoff I provided. A month goes by, my car lender tells me they received about $430 less than Carvana said they would pay them, and again the check they brought me was about $320 short of the appraisal. This is a SCAM!! I have tried to contact them and I’m either told the system is down or I conveniently get disconnected! Such terrible service and they don’t put notes in the file apparently since I have to explained it every time I call in! Referring to the business bureau since they can’t get me an answer or the money they owe me. Terrible.
4 years ago Edited September 14, 2021
Susan Evanston, IL
The day of delivery I was advised that the reverse camera was not working at all. I had to take to Audi dealer and have it replaced.
Customer service if frightful. You are on hold for ages and even f you do opt-in for a call back, they call back and put you back in a queue again! Several times the phone just hung up. Incredibly frustrating. The chat feature is pathetic. It just spits out automated respones.
As for the registration process...they were to handle the transfer of plates. The temporary plates expire August 31. They had sent nothing to the DMV until August 27 and that was only because I called a million times, sent emails and Facebook messenger messages to followup. Finally, the 'dashboard' is updated to say they sent the paperwork to the DMV. They had 45 days of just sitting on all the paperwork!
Any time you think you are saving by buying from them will result in you spending more time making up for their errors. Go to Carmax!
4 years ago
Lyddem Murfreesboro, TN
I was hoping it wouldn’t come to this but I have given Carvana every opportunity to make things right to no avail. Our car was delivered on March 2nd and today is August 17th and we still have no tags for our car. We have been told that they do not even have the title to our car. No one returns phone call, emails, etc. I literally can’t do anything with this car without a title. It has been sitting in my garage since May 4th when my second temp tag expired. Now I am paying for a car that I can’t even drive. I was patient in the beginning because I understand there is a pandemic but more then 5 months later and no answers is unacceptable. I’m writing this in hopes that it will save someone else from having to deal with a similar situation.
4 years ago
Laauli Fonoti Auburn, WA
This was the worse online experience I personally went through with attempting to order a vehicle online. I went through two vehicle orders before deciding to discontinue my vehicle purchase as I was given no details as to why each vehicle was taking longer than the recommended 5-15 days to be shipped. Each vehicle purchase order was delayed and I was constantly requesting updates with no joy. My down payment is going on almost three weeks to be refunded to my account. The answer I was given when I called for an update was "this may have slipped through the cracks". Two months later, no vehicle, three hard credit checks against my name (I almost committed to do a third purchase as all I was told was there were 'issues' with the vehicles), and nothing to show for it. You have been warned...
4 years ago
courtney S Schenectady, NY
My experience was a nightmare. I'll just write some important points from the experience:•Used car I sent back was practically a lemon
•They were going to try to make me pay a pick up fee to my non delivery location even though the car couldn't make it by their fault
•Car was brought with practically no charge(red flag)and the delivery driver was in a rush to get going(very sketchy)
•Price to pay off the loan was not fair even for a used car(was pretty much not worth much with a fried battery)
•Said the car was fine on the sheet I got(later on a headlight bulb was loose and fell through the bottom leaving a melted hole which was definetly noticeable though they did nothing)
*After months of trying and failing to get another car that was going to be possibly another lemon I went to my local GM Dealer.So worth paying a 500 monthly payment for the next 5 years with a trusted company then be lazy trying to get something online that's most important which is something you need to drive to and from with*
*I AM NOT MAKING THIS UP THIS IS ALL TRUE PLEASE JUST AVOID THIS AND SAVE YOURSELF THE STRESS OF BEING CAR LESS* :)
4 years ago
Jake Munroe Sandwich, MA
If you want hassle free and easy, forget carvana. I get that they may be short staffed due to Covid-19, but due to their oversight my RTA has to be corrected TWICE and each time I had to contact someone to get this changed it was OVER and hour wait time. There is an option where you can have them call you back so you aren’t on the phone waiting, and they promise you won’t lose your spot in line, but I never got my phone call. Ended up cancelling the whole thing after the all day headache it caused me.
They needed an RTA to be signed by the insurance company, the insurance company needed registration numbers, had to call carvana again because they forgot to include this on the form. they need insurance company to email them signed copies of RTA, insurance company doesn’t email important personal information, only fax, carvana doesn’t accept faxes ONLY pdf files. I’m sure I am not the first person with Progressive insurance to buy a car from carvana. Why haven’t these two companies come to an agreement?
When I got my third phone call from carvana telling me they didn’t have my signed RTA yet (not to address the issues on their end) I told the associate how unsatisfied I was with the process she didn’t seem to care or try to fix the problem.
Also, if you are in Massachusetts, it will take three whole business days to get your plates. Your car will sit in the driveway and count as your 7 day money back guarantee days. Buyer beware!
For headaches and all day anxiety, shop with carvana.
4 years ago
