Carvana
Is This Your Business?2.0
3.6
Overall Score
Filter by:
Sort by:
Ezuru Tominaga Union City, CA
Recently purchased a vehicle online through Carvana. The vehicle’s scratches and imperfections were not noted on the photos. Upon delivery, the driver took pictures of all of the scratches that I pointed out. The driver then sent the photos to the Carvana repair team. One day later, they emailed, and said they would repair the front bumper, and give us $100 for our lower rear bumper damage. ($100 doesn’t compensate anything for the lower rear bumper damage by the way.) I think Carvana has a good business concept, but they are typical when it comes to taking accountability for the damage on their cars. They should have been accurate with their online photos, and not claim that the vehicle I purchased had zero imperfections. I definitely wouldn’t recommend buying online. Nothing is better than purchasing in person...even though Carvana claims to be “transparent “ with their car photos and information.
4 years ago
Daniel Mergner Reading, PA
First, I went to six different dealers and got six different answers. From the moment I logged on to CV, I got straight finance terms and hassle-free shopping. Vanessa my CV advocate deserves a raise she is AMAZING! I am sad though my car encountered a mechanical issue and delivery delayed one week from my desired date. I appreciate that they are desiring to fix my auto and make it right, just wish I could drive my own car now :(. Overall Great job and amazing service NEVER go to a dealer unless again unless you enjoy being ripped off?!
4 years ago
Asa Wood Commerce, GA
Financing approval was smooth,Paper work was a bit of a hassle, Had to sign the contract 3 times. (2nd time for full name to be added and 3rd time for delivery reschedule which was a day early, which was great they called and asked did I want it a day early, the only hiccup was changing the insurance policy to start a day earlier. There were a few more very light dents and scratches (inside and out)than listed on the website, (not enough to make a deal breaker) Delivery people were very nice and made the delivery process very pleasant. Vehicle was clean but not detailed. There is a deference between clean and detailed. I was able to inspect the vehicle and test drive it before taking ownership of it. Just by my quick inspection everything looked good as best I could see. I really don't think the 150 point inspection is done as per the website states. Here is why I say that(tires needed to have the air pressure checked(had 41 lbs of air in each tire which was over the recommendations and is dangerous) they needed rotated and balanced, engine air filter was very dirty, which makes me wonder about the other filters, such as fuel, trans,oil etc...Not really any cheaper than a dealership because I looked up the retail on car fax and edmonds which was pretty close to what I paid. And after checking at some online dealers they had the same vehicle with the exact options at about 1000 dollars less. anyway I am pleased with it and have plenty of warranty(some left on vehicle and some I purchased just in case and time will tell. And it has a new battery which is ok but makes me wonder why a new battery on a three year old vehicle? It was in overall good shape for a 55800 mile 2016 but not in as Great as it should have been for that mileage and age.
4 years ago
Nicole Port Richey, FL
Easiest process ever! Hardest part was deciding on the SUV I wanted. Financing terms, monthly payment all up front with no surprises. Decided on my vehicle on Saturday and had it in my garage on Tuesday without a hitch. I will never, ever set foot on another car lot!! WOOHOO!
5 years ago
Bill DeVoe Littleton, CO
The purchasing experience was pretty straightforward, but the team failed to do a thorough detailing job before dropping it off (we found trash and old french fries in the car). Additionally, they offer to handle your registration for plates, but there are no options for vanity or specialty plates and - in my case - they failed to take action quickly enough to prevent me from having to go the DMV in person (which was the entire intent of that service).
While the car is a solid 4.5/5, the experience, the customer service, and the problems they created that I had to solve in person dropped that review to a solid 3/5.
5 years ago
Charlotte Scott Norcross, GA
Hello, my experience was excellent from beginning to end!!! I found the car that I always wanted!!! It had a few hiccups, but carvana rectified them quickly!! I recieved my car on 7/26/18 . Let me tell you everything was taken care of by 7/30/18. The took care of it with no hesitation!!! I am so happy with my purchase, overall the whole process!!!
5 years ago
Review Source
Michael Taylor Long Beach, MS
Absolutely the easiest car buying experience I've ever experienced. No pushy salesman, no bait and switch, and all the info up front. The few times I needed to speak to someone on the phone they made it super easy. The whole process of buying my 2014 Ram 1500 online was great. Only wish the location I picked up from was one of their cool "vending machines" but oh well.
3 years ago
Elvia Heredia Stanton, CA
I contacted Carvana wanting to sell my car. Gave information after two contacts and then message said they would contact me. 7 days later no contact. I went online using the chat line. Guy was very condescending telling me to be more specific as this would move things along. I wanted him to check my information to advise me where I stood. He offered no such thing and kept saying for me to be more specific. If he needed to move things better why did he (Sebastian) not ask the questions needed. I advised him the commercials state they treat people like family. Really??? I cut off communication. I don't know to what location I was sent to apply to sell my car or to what location I was dealing with when on Chat line, but NO I would not recommend Carvana.
2 years ago
Nilena Perez Winter Park, FL
Initially I wanted to provide a review of 1 star however I'll provide 2 stars since the process was ok. However, the car was delivered DIRTY!!!!!! I read prior reviews and did find some reviews which mentioned to be sure to have the car detailed at time of purchase due to them having the same issue. Called to advise of my dissatisfaction and was informed I had to wait until after the 7 day return process to expire then, I would have to wait another 10 to 15 business days to be reimbursed for the detailing of the vehicle. Simply disgusting! If I did not like the car as much as I do I would return it! Carvona get it together!!!
3 years ago
derek schommer Minneapolis, MN
The experience was fine, when I got the car it needed a new battery within a week, ($350 BMW battery) And the rear tires were 3 sizes smaller than the stock size leaving the wheels very exposed and frankly looking very silly and also not even spec'd for the car, and the washer fluid was froze solid in the car. Outside of these issues the car seems fine but I'm not happy that I need to spend $1000 on the car I just bought that wasn't even a great deal and they listed in the ad 2 new tires as a perk even though they put on some crappy tires that are way too small on the car.
3 years ago
Zeke Moya McAllen, TX
The future of car buying is not Carvana. Carvana's verification process for down payment funds (my bank does not connect through plaid) and loan (since my loan is through a third party) is tedious and time consuming. The only reason I wanted to use Carvana was to avoid spending half a day or more dealing with high pressure sales people. Instead, over the span of a week I spent half a day or more in my office and on the phone dealing with Carvana's verification process. Be prepared for long wait times with Carvana's "advocates" and dropped calls. Carvana's process does not make life easier, it merely aggravates the car buying process. Do not recommend. Stick to your local dealer. Even assuming I can close my current deal I will not use Carvana again.
3 years ago Edited September 14, 2021
Cleio McDonald-Kerr Fort Lauderdale, FL
selling my car- the online process was smooth and easy. On the day of the appointment the guy refused to show his face so I could match it to his ID. He was wearing a face and neck cover that left only his forehead and eyes visible. If I'm signing over my car plus handing you a check then at least allow me to verify who you are. There were no COVID risks: I wore a KN95 mask, we were outside and I was at least 10 ft away at all times. I even offered to step back as far as 30 feet so he could pull the cover down for for 5 seconds. His claim of feeling uncomfortable because of COVID risk was a cover for being offended that I refused to hand him the check after he asked for it first without showing me any of the paperwork. I showed him the check but asked to review and sign the paperwork before handing off keys and check. When I realized that I had seen his ID but could only see his eyes and asked to see his entire face it got worse. I was polite the whole time even after he refused. He called a supervisor, and after a brief discussion he came back to offer me a picture he claimed to have taken of himself. I didn't see him do it and how does matching picture to picture verify the person wearing almost full face covering in front of me? I wished him a great day and sent him on his way. I rescheduled then later cancelled the 2nd appointment. Sold my car to another company that same day and got a pricing that was $350 higher so I was able to deposit the cashiers check I had drafted up for Carvana , back into my account.
COVID is real. As health professional I know this , without doubt. I always wear a mask and would never knowingly put someone at risk of exposure. But common sense is something that should be applied to all situations. No ID, no deal.
3 years ago
Tom Patty Wright Atlanta, GA
Upfront and delivery was were just fine. However their post sale customer service is horrible. Purchased our car in March of 2020, here it’s the end of October 2020 and I still don’t have my permanent registration. Was told numerous times “in a few weeks “ , “next week “... etc... on there occasions there was some additional paperwork that needed to be completed, but they didn’t contact me to get it accomplished, I only found out because I inquired about the status of the permanent registration. If you call you are on hold for at least 20 minutes to speak to an advocate, then they put you on hold for another 20 minutes while they check the status. Tried using the chat feature now I can’t get past the computer generated responses. I’m not going to be able to recommend their services to any of my friends or associates.
3 years ago
Fletcher Woods Norfolk, VA
I needed to call customer support 3 times just to fix my account that wasn't letting me sign any contracts, two days before I was supposed to get the car I got an email telling me it was delayed by a week. This just put me in the hole with a car rental place and the only thing they give you is someone saying "Sorry for the inconvenience." Besides not being helpful there the customer service people are pretty nice and helpful, I'm sure they have rules in place why the one that said that couldn't actually do anything to help.
3 years ago
CRoyce7 Phoenix, AZ
Carvana had good vehicles, decent prices, and the buying experience was super easy. However, my purchase was a car that was only 3 years old and only had about 20k miles. The car was cleared by whatever inspection process they do and delivered as is. Within a month of having the car, I needed to purchase a new battery because the one included died while driving, and the electrical system was on the fritz due to lack of computer system updates. I was able to get the update & battery covered by their claims dept luckily and was pleased with that process. Shortly after though, I needed to get an oil change as well (not a big matter, but fresh oil would be common sense prior to sale I imagined). During the oil change the technician let me know my brake pads were only at 2mm which is almost completely gone, and the rear rotors were so rusted they were actually deteriorating. How could falling apart brakes not be noticed in inspection!? Carvana rep told me they won’t cover any brake work because it falls under “wear and tear” and is buyer’s responsibility. Such a HUGE safety matter I may not have known about without the oil change! Very disappointed customer safety is NOT a priority for them it seems.
3 years ago
David Towe Dallas, TX
I attempted to purchase a 2019 Nissan Armada PLATINUM three weeks ago. The first delivery date was missed because the car wouldn't start and they needed time fix the problem. The second delivery date was missed because they transported to another city 471 miles away. Finally the car made it to my home and it look great. Just two big problems. 1st it was an SL not a Platinum (about a $7,000 difference) and 2nd the car wouldn't start. I have been searching their site and find 40% of the Nissan Armadas are incorrectly identified as a Platinum when they are SLs or SVs. The only reason I gave a two star is the people I worked with at Carvana were very very helpful.
3 years ago
Kris N Milwaukee, WI
The positive first. Young lady who delivered car was excellent!! She was the reason I got them to pay for some damage. She submitted pictures and filed claim. Now, the not so good. Car had a lot of undisclosed body damage. I got lucky and caught one spot right away when car got unloaded. I got them to pay to fix it, but I spent an additional $2500 to get car in good condition. I thought they went over the cars well due to "hot spot" photos. Seemed they were picky. Not the case, I think they draw your attention away from actual hot spots. Process was sketchy at times. Unprofessional to say the least. They don't return calls, or texts. I am lucky that as a professional mechanic and was able to make car the way it should have been when sold. As advice, i wouldn't buy from carvana again. I should have returned car, but couldn't get through to underwriter on 7th day. Buy from a place that you can actually go to, deal in person, and have a place to take car back.
3 years ago
Stephen Pavlock Findlay, OH
Got a Prius. 2015. Great car and I love it. But there were several headlights burnt out. I replaced them rather that calling. Maybe a mistake. But the car record show it was an enterprise rental. Yikes. Still runs good. I went to wash it for the second time and the paint on the bottom rear bumper blew off. I was past the warranty so I said whatever. But it clearly shows poor workmanship. The bumper was replaced before it was sold. Do I like Carvana? Partially. I dislike dealers. But they oversell their cars for sure.
3 years ago
Heather Anderson Spanish Fork, UT
Their process was pretty easy. My issues are that there could be better communication about delivery. They sent us an email telling us our car was on the way and that the times/date were just an estimate, but it didn't contain any estimated dates or times, which would have been appreciated. The other issue I have, which could very well be a deal breaker for us, is they don't post on their website about whether or not the vehicles have cigarette smoke damage. We got our car yesterday, and it was horrible! I decided to drive it for the day, just to see if it was even worth trying to get it cleaned out. It made me ill. The Third Hand Smoke residue made me have a headache and nausea just like if I'd been around someone who was smoking. I do like the car, so we are going to try having it detailed today, but if that doesn't work, it's definitely going back. That puts us out the $400 delivery fee, and $100 for detailing, which could have been prevented if they'd been honest about it online.
4 years ago
Trinity Tallahassee, FL
A close friend of mine referred me to Carvana. She was able to purchase her car and have it delivered within a week. She has a very reliable and up-to-date, low mileage car, and I trust her judgement, so I was sold on using Carvana to purchase my next vehicle. The one big difference between my experience and hers is the fact that I am located out-of market (which was surprising because I reside in the capital of my state).
So, on October 21st, I began looking at vehicles. I was able to get pre-approved for a very low down payment, and I loved the fact that I could see specific loan details for the exact vehicle that I was interested in. I found a beautiful black Jeep Renegade with under 10k miles. I started the purchase process, but I did not complete it. I returned on Oct 22, and the vehicle was already being purchased by another. After licking my wounds, I began looking at other Renegades and found a 2018 with only 7k miles. I immediately began the purchase process and submitted the necessary paperwork and income documentation. By the 23rd, my approval was complete. I spent the next 24 hrs trying to get ahold of the delivery staff so that I could pay my down payment and discuss delivery options. I paid my down payment the evening of Oct 24th, and was told that now my vehicle had to undergo a final pre-delivery inspection. This is when things started to move very slowly. After two calls with various advocates, I had no idea if the inspection had even started much less if it was completed. On Oct 30th, I received both an email and text saying that my vehicle passed the inspection, and that now a third party carrier would need to be completed. It is now Nov 7th, and a carrier has yet to be assigned. Tomorrow will make two weeks since I paid the down payment, and I am still carless. The advocates are all very pleasant, but no one has been able to provide me with any concrete information.
Purchasing the vehicle was very easy and I really enjoyed the process. On the other hand, waiting on delivery has been nothing short of frustrating. At this rate, my first payment will be submitted before I actually have the vehicle in hand.
If you're located in local market, delivery is your best option. If you are not located close to a Carvana location or willing to drive to a vending machine, I would not recommend Carvana unless you do not need the purchased vehicle until a month later.
4 years ago
Cass Revere, MA
Bought a car from them, everything was fine until they couldn’t receive my down payment. They are awful with communication. Something went wrong on their end but because the buying period was over I couldn’t go back and fix the online banking issue. Then I tried to online wire them the payment and they apparently can’t receive that either. They contact me the day before the date is finally due and tell me I have till end of day the next day to send a payment. Awful communication skills and need to fix their online payment process
4 years ago
Matthew Rockmart, GA
My first impression with Carvana was awesome. the purchase and delivery of the vehicle was super easy and they were very efficient in that aspect. But, I purchased my car back in March and it now the end of July and I still do not have my tag. I have called multiple times and always get the same answer that they are working on it and that they should send it out soon. At this point I would rather go haggle and pay dealership fees from now on because at least I know I won't be driving around with an expired tag for 3 months. I actually just called yesterday July 22nd and they said that they will have to get with the registration team and that they would give me a call back. Well, I never got a call back so I'm guessing they still haven't sent my title work to the DMV. This is my 3rd time buying a car and it's also the worst experience I've had with any dealership aside from the purchase and delivery.
4 years 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!
2 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!
2 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!!!
3 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!!!!!!!!
3 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.
3 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!
3 years ago
Robert Cravener New Kensington, PA
On day 7 my car threw a check engine light, now I have to miss a day of work to have it checked out. The thing is, this code is and has been stored in the computer for awhile. I am a certified mechanic, so when I retrieves the code I could tell it was in there for awhile. Carvana should have fixed this issue before selling this car, they probably either cleared the code or disconnected the battery so the code would not show until enough miles approximately 250 miles for it to come back on. Now I have a co-pays to fix what they should have fixed in the first place. SHAMEFUL!!!!
3 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.
3 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.
3 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!
3 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.
3 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.
3 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.
3 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.
3 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.
3 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.
3 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.
3 years ago
Jezidee Norwich, OH
The car I bought works great, I really like it. Only thing was Carvana took two months to get my registration sent to DMV. Also they charged me for new plates when I kept my old plates.
3 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.
3 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.
3 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.
3 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!!!!
3 years ago
Cindy Jackson Pittsburg, TX
Not thrilled with the Carvana experience. Was happy at first but then ended up having to get the new car inspected and then take off of work to find a fedex drop because they sent us a fedex mail form but said we had 48 hours to send it back. Also, the trade payoff was not made in a timely manner and an additional payment was auto drafted for the trade. All total I spent over four hours in prep, mail, phone calls, etc. to take care of things that shouldn’t have been problems. I took hours off of work to handle it.
3 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.
3 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.
3 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.
3 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!
3 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.
3 years ago
