I regret my decision to purchase a car with Caravan.
It was purchased on December 2, 2016, and I followed up on January 3, 2017, when I did not receive my plates in the mail at that point. They assured me there was a small typo in the VIN and advised me to apply for an extension at the DMV within in the next two weeks.
After a week and a half, I went to the DMV and attempted to apply for this but was told the dealer still hadn't even submitted any registration documents at all! When I called the dealer, they apologized and said they would overnight the required documents, and that they were "waiting for a check from another department." I have been told this same excuse several times now.
I was assured the registration would be delivered after Martin Luther King Day when the temporary plates expired. Sadly, when I returned to the DMV to re-apply for the extension, they told me my temporary plate belonged to a completely different car (2013 Ford)!
My temporary tag has now expired. I have requested to speak to a manager several different times with no response from any manager at this point. The employees I do talk to seem confused. I have filed two complaints with different bureaus of the state. Georgia is very particular about car registrations since they receive a proportionally large amount of revenue from this.
In summary, I am terrified to drive because I cannot legally drive the car that I purchased from Carvana. I have to walk or take public transportation to get around. It is extremely disappointing.
Bottom Line: No, I would not recommend this to a friend
20 people found it helpful
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Company Response from Carvana
Thank you for your valuable feedback. We take our customer’s complaints very seriously and would like to express our sincere apologies that the title issues have taken so long to resolve. We understand your frustration and disappointment with the amount of time it has taken to get the vehicle properly registered. We strive to complete each step of the process in a timely and thorough manner, and it is clear we failed to meet your expectations and ours. We have made changes to our internal processes as a result of your negative experience, including improved communication with the Division of Motor Vehicles.
The registration process took longer than usual because we received the incorrect information from the auction. As a result, we were unable to submit the information to our third party processor (Reg USA) to complete your registration. That said, we own this mistake, and we understand this should have been taken care of prior to the sale. We cannot apologize enough for the fact that you had to take public transportation because your temporary operating plate expired. We hold our customer’s experience to a high regard and will use this as a learning opportunity to improve our processes and increase customer satisfaction in all facets of the company. As a good faith gesture, we will be compensating you for the disappointment and inconvenience you encountered due to the delay with your registration.
Our reputation of providing positive experiences and quality vehicles is essential to who we are as an online dealership. We regret that your experience with us was negatively affected due to title and registration delays. If you have any additional questions or concerns, please don’t hesitate to contact us at 1-800-333-4554.
Sincerely,
The Carvana Team