About Carvana

Founded in January 2013 by Ernie Garcia, Carvana can help you locate, finance, and purchase a high quality, late model car or truck, without the negotiation or high-pressure sales tactics found at dealerships. On top of this, Carvana claims to help their customers save an average of $1,681 when compared to Kelley Blue Book prices.

Carvana claims to never sell vehicles that have been in an accident (more about this in a moment), while offering delivery to your door or the location of your choice. And once you’ve received your car, you’ll have 7 days to drive it and figure out if it’s the right vehicle for you.

Overall, Carvana claims to out the consumer back in control of the buying process, without any smoke and mirrors.

But is this really what Carvana offers? If so, are they the right car buying option for you? Before we get to that, let’s learn how to browse the Carvana website for your next vehicle.

Searching for a Vehicle On Carvana

After clicking on the Find My Car button, the Carvana website will automatically detect your zip code, which will be displayed at the top of the page. There, you’ll also see the number of cars found, which can be sorted by most popular, newest inventory, highest or lowest price, and more.

Finally, you’ll be able to narrow the results by make (up to 5), year, price, mileage, payment, and more.

Once you’ve narrowed down your choices, each listing will display an image of the car, the year, make and model, its price, the Kelley Blue Book value, and your overall savings. If you click on one of these options, you’ll be taken to the vehicle’s home page, where you’ll find a 360 degree tour, interior and exterior pictures, and Edmund’s consumer ratings.

Finally, you’ll be able to estimate your monthly payment, including down payment and trade in credits. And if you want to return to your choice later, you can create a Carvana account and save the vehicle in your “garage.”

Has Your Carvana Vehicle Ever Been in an Accident?

Based on what we found on the Carvana website, there wasn’t much detail provided about how they determine whether or not a vehicle has been in an accident, so we contacted customer service to learn more.

After waiting on hold only seconds, a very friendly service rep answered our call, who let us know that Carvana sticks to a 3-part process when verifying a vehicle’s accident status:

  1. First, the person who’s selling their vehicle to Carvana will be asked to disclose whether or not it’s been in an accident.
  2. Then, Carvana will pull an Experian auto check report (as well as a Carfax report, if requested).
  3. Finally, each vehicle goes through a 150-point inspection that “includes everything from tread depth of tires to thickness of brake pads to exterior paint quality to Bluetooth compatibility.”

Clearly, anyone can tell a fib during the first part, so you might reasonably believe that their lie will be uncovered at some point during parts 2 and 3. Is this the reality, though?

Are Vehicle Accident Reports Accurate?

Every time I’ve purchased a new car and the dealer waived the Carfax report in front of me, I’ve always wondered, “How accurate are these?” As it turns out, they can be hit or miss.

Consumer Reports put this to the test back in 2012, when they ran vehicle VINs (each of which was known to have been damaged) through 5 different services, including Carfax, AutoCheck, VINCheck, and “two services providing information from the federal government's National Motor Vehicle Title Information Systems database (www.nmvtis.gov).”

While most of the vehicles with minor damage were reported correctly, Consumer Reports ultimately found “that the reports were most likely to be incorrect for vehicles that had serious damage but for various reasons were not declared a total loss.”

But even if the vehicle pulls a clean accident report, any attempt to fix damage will be caught in the third step, right?

Carvana’s Accident Threshold

Here’s where a bit of a gray area enters the picture.

During our conversation with the Carvana rep, we asked: “If vehicles show any signs of aftermarket paint, or bolts or screws showing signs of removal, does this automatically disqualify the vehicle?” According to the rep, it depends.

If either of these signals are present, the company will attempt to re-verify, usually by reaching out to the owner, if it’s been in an accident (or at least why the vehicle was repainted or otherwise worked on). If the owner insists that it wasn’t in an accident, the company will then attempt to discern whether or not the work was completed as the result of a collision, or something else altogether.

Finally, if it’s decided that the work wasn’t the result of a collision, and that the vehicle works perfectly, it will go on sale on the Carvana website.

Now that we’ve covered this, let’s cover what Carvana’s customers are saying.

What Are Customers Saying about Carvana?

On Carvana’s website, customers have given the company an average rating of 4.9 stars. In fact, Carvana prominently displays a link for their worst customer reviews, which we found unusual but refreshing. And when they failed, Carvana seemed to be fully upfront about their shortcomings, and tried to make things right.

Outside of this, despite the fact that the company had been in business almost 2 years, there weren’t many Carvana reviews elsewhere online.

11 customers provided their feedback on Cars.com, where Carvana had an average rating of 3.5 stars. There, common compliments centered around ease of use, helpful customer service, and their 7-day return policy. On the other hand, some of the most common complaints referenced delivery delays and problems with vehicles.

On Yelp, Carvana had a 4.5-star average rating, with many of the same compliments noted above. In fact, the only negative review was from an individual who experienced repeated delays receiving registration paperwork, and who posted the same information on Cars.com.

From a company perspective, Carvana landed a spot on the Forbes 2015 list of America’s Most Promising Companies. They also had an A+ rating with the Better Business Bureau, with no closed complaints (as of 7/29/15).

Carvana Pricing & Refund Policy

While the price of their vehicles ranges greatly, until you actually purchase a car, the Carvana website is completely free to use.

To receive your vehicle, you have several options, depending on your location:

  • You can visit Carvana’s “car vending machine” for free, although this only applies to Atlanta-area residents.
  • If you’re within 100 miles of Carvana’s Atlanta, GA, Nashville, TN, Charlotte, NC, Birmingham, AL, and Dallas, TX hubs, delivery to your home is free.
  • If you’re between 100 and 250 miles from these locations, delivery is priced at $199.
  • Outside of this, third-party delivery is an option, the price for which will be displayed during the purchase process.

After your car’s been delivered, it will come with a 7-day “test own.” During this time, if you don’t like it for any reason, Carvana offers a no questions asked return policy, where you can swap it for another vehicle or get your cash back.

If you have questions or concerns at any point during the process, a Carvana Customer Advocate can be reached at (800) 333-4554.

Will Carvana Earn Your Business?

If you can get around the fact that you won’t be able to see your new vehicle (or test drive it) until the day it’s delivered, it seems like Carvana offers a simpler, less stressful, and less expensive way of purchasing a vehicle, compared to visiting a dealership. On top of this, they appear to have fantastic customer support who will happily answer any questions you might have.

And ultimately, if you’re not satisfied for any reason, you can always take advantage of Carvana’s 7-day return policy, which they appear to stand behind based on customer feedback.

However, it seems the way we buy cars is beginning to change, with similar companies entering the market, such as Beepi. As such, be sure to explore all your options and read as many reviews as you can (HighYa is a great place to start!) before making your decision.

More on Buying a Car:

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66 Customer Reviews for Carvana

Average Customer Rating: 2.7
Rating Snapshot:
5 star: 19 4 star: 4 3 star: 5 2 star: 11 1 star:  27
Bottom Line: 39% would recommend it to a friend
Showing 1-11 of 66
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  • 2 out 2 people found this review helpful
    Updated review

    Terrible experience

    • New York,
    • Sep 19, 2017
    • Verified Reviewer

    The sun visor on the passenger side literally fell off yesterday when my wife was doing her makeup. It won't reattach, and there's now a giant, ugly hole in its place in our new car. I'm guessing they put it on when they were preparing the vehicle, but did a lousy job.

    With regards to the registration not being received and the temporary tags set to expire, they've offered to pay for a rental vehicle until the registration arrives. This is promised to be completed on 9/22. I will update this review in the future with the outcome.

    Bottom Line: No, I would not recommend this to a friend

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    • Sep 21, 2017

      Teresa Aragon, Director of Customer Advocates

      Thank you for providing us with your feedback about the vehicle you purchased. We are glad to hear from you that we are working with you in regards to your current delay in the registration process. While we know this can be frustrating, we appreciate your continued patience.

      Please know we will continue to update you as we hear more. We do apologize that you experienced an issue recently with your sun visor. Please give us a call at 800.333.4554, and we will be happy to explore what options we have at this time to help you further.

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    • Previous review
    • Sep 18, 2017

    Terrible experience

    I bought a car for my wife, and it arrived with the "maintenance required" light on. I bring it into the mechanic to find out it needs an oil change. They sold me a car without changing the oil, even though I waited three weeks for them to prepare the vehicle.

    Here we are, a month later, with the temporary tags set to expire, and I have yet to receive the title, registration, and permanent plates.

    I purchased another vehicle for myself two weeks ago, or attempted to. They took my $2,100 down payment and gave me an estimated delivery date. The next day, they call and tell me the order is canceled because you can't buy two cars within a 6 month period. This information was nowhere on the site, and they conveniently tell me AFTER they took my $2,100 so they could make interest on it in the meantime. They took the $2,100 on September 8, it's now September 15, and my bank account is still missing $2,100, even though they claimed they were refunding it.

    Steer clear of this company. The only positive is that they give you financing terms without dinging your credit, unlike Vroom.

    (read moreread less...)

  • 3 out 3 people found this review helpful

    Good and bad experience

    • Houston, TX,
    • Sep 18, 2017
    • Verified Reviewer

    I purchased a vehicle from Carvana on August 17th. The process was smooth, but my delivery got pushed back from the initial date due to transportation issues with Carvana. I did not make a fuss, as I do comprehend that things happen.

    Well on Wednesday, September 15th, I turned my car on and the AC was pouring out heat, and as we know, Texas is hot! I took the car into the dealership, and I recall Dot telling me that Carvana comes with 100 days Limited Warranty (by the way, love her, she rocks!). I got a call from the dealership a few minutes ago informing me that they did find other issues with the car and they informed the representative that's handling the claim of all the other issues such as the oil leak and so forth well the warranty will not cover the cost of the leaks that's been there for some time per the dealer representative.

    I am so disappointed that they sold me a car that has issues with no forewarning. I have recommended so many people to this company due to the easy-going process. My sister just bought a new SUV, and I have a couple of friends looking into making purchases. This one bad experience has tainted my perception of them. I love Dot and the easy-going process, however, if they know that their vehicles have issues, they need to please disclose that information, and not deceive their customers.

    I would still recommend these guys to family and friends but tell them to approach with caution.

    Bottom Line: Yes, I would recommend this to a friend

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    • Sep 21, 2017

      Teresa Aragon, Director of Customer Advocates

      We want to thank you for reaching out regarding the issues you’ve been experiencing with your recent Carvana purchase. We are happy to see that you loved your delivery advocate, Dot, and the initial purchase process. But, we are deeply disappointed to hear that there were unexpected issues that were noticed with your vehicle.

      Each vehicle goes through a rigorous 150-point inspection, as well as a pre-delivery inspection, to ensure all aspects of the vehicle are meeting our strict mechanical and safety standards. The air conditioning and oil leak is completely unacceptable and we sincerely apologize for all these inconveniences.

      We appreciate your feedback, as we are always looking for ways to improve. We will be relaying all information to the appropriate departments regarding these issues. We are glad that our After Service Repair team is moving forward to fix the repairs on the vehicle for you.

      Again, we sincerely apologize about this and thank you for being part of Carvana. If there is anything additional our team can do on your behalf to turn your experience around, please reach out to our Executive Resolution Specialists at 1.800.333.4554.

    • Sep 22, 2017

      Sasha D

      Just to follow up, I contacted Carvana yesterday and spoke with an extremely polite young lady, (I am sorry, I cannot recall her name at this time.) who escalated my issues to her manager Kevin, who in turn, reached out to Silver Rock to grant an exception to fix the leaks on the vehicle.

      I truly do appreciate Carvana working diligently to resolve the issues listed in my previous post. Things do happen in life, what is done during and after the situation shows what people, and/or the company is truly about.

      I just wanted to follow up on my previous post, so everyone will know how Carvana handles issues that are brought to their attention. Thanks again!

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  • 8 out 8 people found this review helpful

    Riding on an expired paper tag

    • Georgia,
    • Sep 14, 2017
    • Verified Reviewer

    So apparently someone dropped the ball and had me sign the incorrect paperwork and my registration never finalized. Now I am miles away from home as an Irma evacuee with an expired tag and Carvana reps telling me there is nothing they can do. Not even speaking with a freaking desire to try and do anything or attempt to sound empathetic. Honestly, the rep sounded more annoyed than anything, like it was my fault they put the wrong VIN on the paperwork they had me sign. I did everything I was supposed to. I have a car with the tag and taxes paid for but no freaking tag on it to be able to safely drive anywhere. I am practically stranded hundreds of miles away from home and not even just because of Irma anymore. Thanks to Carvana.

    Bottom Line: No, I would not recommend this to a friend

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    • Sep 21, 2017

      Teresa Aragon, Director of Customer Advocates

      Thank you for providing information about your recent Carvana experience. We always aim to provide a streamlined, hassle-free purchase process from beginning to end, and that does include the registration process. We sincerely apologize for these inconveniences. We want to personally turn your experience around as best as possible, moving forward.

      Our goal at Carvana is to be stress and hassle-free and we are so sorry that this is not what you experienced when communicating with our customer advocate team. If you could please contact one of our executive resolution specialists at 1.800.333.4554 so we can further assess the situation, we would appreciate it. Thank you so much!

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  • 1 out 2 people found this review helpful

    2016 Jeep Compass

    • Cincinnati, OH,
    • Sep 13, 2017
    • Verified Reviewer

    Today I received my car. I am very happy and couldn't believe how fast the process was online. I'm so happy I found them, and I will continue to buy my cars from them. The staff is very friendly, my car arrived before the scheduled time and I was very impressed. Especially when I saw a gift bag that was so sweet. I'm telling you if you went to a car dealership they wouldn't show you much respect, but Carvana does. They treated me like family, and I'm forever grateful.

    I will be buying a car for my mom next year, and my aunt is looking to purchase one as well with Carvana. Thank you for the wonderful customer service. I see bad reviews sometimes, but at the end of the day if Carvana makes a mistake I know they will go out their way to resolve the problem.

    Bottom Line: Yes, I would recommend this to a friend

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    • Sep 13, 2017

      Teresa Aragon, Director of Customer Advocates

      We are ecstatic that you had a great experience with Carvana, and that you went as far as spreading the word about us to members of your family! We are honored and appreciate the review you provided. We’re happy to know that you enjoyed a seamless car buying process with us.

      We understand that it’s a big decision buying a car online and we value that you gave us a try. Customer satisfaction is our number one goal and it’s great to hear that we are on the right track.

      We love to see that you’re driving happy with your 2016 Jeep Compass! Congratulations on your vehicle and thank you for choosing the new way to buy a car!

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  • 2 out 3 people found this review helpful

    Best 15 minutes ever spent

    • Yonkers, NY,
    • Sep 8, 2017
    • Verified Reviewer

    My son and I both purchased cars on Carvana.com in the last 2 months. We are both extremely happy with our purchase. My mechanic even said he loves the car, that it is very clean. It turns out it even has new brakes. Thank you Carvana!

    Bottom Line: Yes, I would recommend this to a friend

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    • Sep 9, 2017

      Teresa Aragon, Director of Customer Advocates

      We are so happy to hear your and your son both enjoyed your Carvana experience Debby! Thanks so much for sharing the feedback. If you have any questions or comments we can help with, please don't hesitate to give our customer advocates a call at 800-333-4554. Welcome to the higher state of car-buying!

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  • 5 out 7 people found this review helpful

    Completely unsatisfied

    • Louisville, KY,
    • Sep 7, 2017
    • Verified Reviewer

    If the option was available, I would give these clowns a zero. I was shopping for a used car and found what I was looking for on their site. Fair price and generally helpful people. I had a delivery set up for Tuesday at 4 pm. They called me on Saturday to confirm that my bank account had the required cash in it for that portion of the deal. At 12:30 pm on Tuesday the delivery guy calls to tell me they can't deliver my car today because someone made an error.

    I returned my rental car at 10:30 am this morning and Uber-ed home expecting to be able to start my 7-day test drive this afternoon. I work nights and can be sent on the road on very short notice. Setting the delivery up for today worked with my schedule.

    The vehicle is in Nashville, about a 2.5-hour drive from here, yet they say the vehicle can't be delivered until tomorrow at 11:00 am. I am curious why I wasn't contacted earlier in the day today or informed of this on Saturday when they were ensuring I had money in my account.

    I called the Phoenix office and asked to speak to a manager and was told one would call me back in an hour or two. At this point, I am renting a car again and going to tell them that their inability to hold up their end of the deal will cost them the deal.

    Although their price is fair, CarGurus and cars.com have similar prices and models available in my area.

    Bottom Line: No, I would not recommend this to a friend

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    • Sep 8, 2017

      Teresa Aragon, Director of Customer Advocates

      At Carvana, our customers’ feedback is very important to us. We would like to thank you for sharing your experience for your purchase. We aim to provide a unique, hassle-free purchase process and we want to apologize that we were not able to provide that for you. There was a delay that was caused by transportation for your vehicle, but this delay is an inexcusable error on our end. We apologize for all the inconveniences this may have caused you.

      We also apologize if your purchase delay was not communicated soon enough, these errors are sometimes unforeseen and we are consistently working to improve this process. We do see that one of our executive resolution specialists was able to reschedule you for the soonest delivery. Hopefully, we can turn your Carvana experience around, as we are looking forward to your delivery with us. We appreciate your continued patience and for being part of Carvana!

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  • 6 out 7 people found this review helpful

    Easy, but you don't know what you're gonna get

    • San Angelo, TX,
    • Sep 5, 2017
    • Verified Reviewer

    Carvana staff is amazing to work with and had no problems. I was iffy about doing a purchase online, but tried it anyway. When I picked up the car, the vending machine part was a little interesting and different. The car was clean from the outside when I got it, but it smelled like a freight train, and the windows were so full of nicotine it was disgusting. The floor mats were dirty, and the seats were dirty; the car could have had more cleaning done.

    Bottom Line: Yes, I would recommend this to a friend

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    • Sep 8, 2017

      Teresa Aragon, Director of Customer Advocates

      Thank you for reaching out to us regarding your recent Carvana purchase. As a growing company, we appreciate your feedback so we can continuously improve our processes. It is exciting to hear that your experience went well, however, we are disappointed the cleanliness of the interior was definitely not up to Carvana standards. We sincerely apologize for the inconvenience and will be having one of our executive resolution specialists reach out to gather more feedback and help get the issue resolved for you. Thank you for being part of Carvana and we hope you are enjoying your vehicle!

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  • 7 out 9 people found this review helpful

    Horrible experience

    Very horrible experience. The rep was also very snarky on the phone when it was their fault and wanted to argue me down. Not "Sorry sir, we'll get this taken care of right away."

    The interest rate was a bit high as well, despite what they say because I ended up just canceling with these people and used another company.

    They also seem to have a lot of sassy "youngsters" working there, and you know how disrespectful and snappy they can act. They also seem to drag you through the mud and stair step you rather than just having a better-streamlined application without all the hoops and stair stepping.

    I wouldn't recommend them at all. Just go to a local dealership if you have credit issues; there are plenty out there that work with higher risk banks. If you want to get financing ahead of time, just google "auto financing" and plenty of options will come up.

    Bottom Line: No, I would not recommend this to a friend

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    • Sep 7, 2017

      Teresa Aragon, Director of Customer Advocates

      We are sorry to hear that we were not able to deliver the true Carvana experience in regards to your recent purchase. Our goal here at Carvana is to provide you with an exceptional experience and we apologize we did not deliver on providing that with our high standard of customer service.

      Our process is meant to be easy and simple to work with, and we apologize if we missed the mark with your recent purchase. While we strive to provide competitive financing options through Carvana, we apologize if the terms that we were able to provide did not work for you. Your financing terms are based on several items including your credit history, annual income and the price of the vehicle you are looking at.

      All of this factors into our algorithm, which determines your down payment, monthly payment, and APR in regards to your Carvana financing. If those do not work for you, we do offer the ability to work with most banks and credit unions, which may be able to offer different rates. Please know this feedback will be passed along to our proper management team. While we are sorry we were not able to make it work with your recent purchase we do hope you were able to find a car elsewhere that you are happy and comfortable with.

      If you have any other concerns or questions, please feel free to give us a call at 800.333.4554 and we will be happy to help!

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  • 15 out 15 people found this review helpful

    Car paid off for weeks - still no title

    • Texas,
    • Aug 16, 2017
    • Verified Reviewer

    I purchased a nice vehicle from Carvana several months ago. I love the car, but the financing interest rate was kind of high. I ended up paying off the vehicle in full and have yet to receive my title from Bridgecrest, who services loans for Carvana.

    After approximately five weeks of not hearing anything, I called Go Financial aka Bridgrecrest customer service number to find out where my title is. The customer service rep contacted the title department and came back with a five-minute confusing explanation, which the bottom line was that my title still had not been released. The check for the payoff of my car cleared weeks ago, but these people STILL had NOT released my title. When I asked what the reason was, she had no explanation. She then told me that they would release the same day that we were speaking. She offered to let me speak to the title department, which I took her up on. The tone from the title department rep was pretty icy, no doubt she did NOT want to talk to me and was extremely abrupt and not friendly.

    I did find out that they were NOT releasing my title that same day, that she also had no clue why they had not yet released my title even though the vehicle had been paid in full for weeks. They supposedly were going to release it electronically the next day. I am not holding my breath. They also are supposed to hold your account for at least ten days before they actually release your title, per what the rep told me. Even with that, they have gone way beyond the hold time on my title. Her explanation was that they were experiencing this with all titles from Carvana. That to me is "concerning," why is there a circumstance like this?

    Buying the vehicle from the Carvana rep in my area was a nice experience. I like the car, and that's where the "nice" experience ends. Once you try to get customer service for your title and ask any questions, forget it. You get greeted with sighs, lip-smacking, and someone treating you like they do not have time to answer or explain anything. I would say to finance it somewhere else if you can.

    Bottom Line: No, I would not recommend this to a friend

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    • Aug 18, 2017

      Teresa Aragon, Director of Customer Advocates

      We are sorry to hear that the process of obtaining your title and proper paperwork has been troublesome and lengthy. Our overall goal is to ensure your experience is stress-free from start to finish. We are disappointed this goal was not met for you. We apologize if the customer service at Go Financial has not been helpful thus far. We would definitely like to step in and help assist you obtaining your title. Please give us a call at 800-333-4554 so that we can review this situation and see what we can do to speed this process along. Thank you for choosing Carvana!

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  • 3 out 3 people found this review helpful

    Great experience in Nashville

    Purchased a Lincoln MKX at Carvana Nashville. Simplest transaction ever. Literally took less than a half hour to complete. Thomas Farley was fantastic to work with at the pickup. The vehicle was everything promised and more. Clean, detailed, full gas and ready to roll. Thanks Carvana!

    Bottom Line: Yes, I would recommend this to a friend

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    • Sep 13, 2017

      Teresa Aragon, Director of Customer Advocates

      Thank you so much for your awesome review regarding your Lincoln MKX purchase. We are so glad you had the opportunity to visit us at our car vending machine in Nashville! We are pleased to hear that you enjoyed your Carvana experience. Customer satisfaction is our number one goal and it’s great to hear that we are on the right track. Congratulations on your new vehicle and thank you for choosing the new way to buy a car!

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  • 2 out 2 people found this review helpful

    Great experience

    • Pennsylvania,
    • Jul 28, 2017
    • Verified Reviewer

    While I was skeptical at first, as many would be, my car buying experience went smoothly. The delivery was prompt and on time. The car was delivered in the promised condition and completely clean inside and out. I can't comment on the financing offered by this company, as I did not use it, but everything from start to finish went better than I had expected. I also received my title and registration about a month after purchase in the mail. I would definitely use them again as well as recommend to others.

    Bottom Line: Yes, I would recommend this to a friend

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    • Aug 3, 2017

      Teresa Aragon, Director of Customer Advocates

      Thank you for sharing your Carvana experience, Holly! We are so happy to hear your purchase with us was as seamless as we always strive for. We hope you are now loving your car and please don't hesitate to give us a call at 800-333-4554 with any other questions, comments, or concerns! Thank you for choosing the better way to buy a car!

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