Let me give a comprehensive review of what I went through.
First of all, I would like to mention that the customer service throughout the entire process was very good.
The first car I attempted to purchase was no good. There were issues with the spark plug coils or oxygen sensor. After bringing it to the dealership, Carvana waived any expenses, including a rental for two weeks. The car (2013 Jetta) did some pretty scary things on the highway (engine seizing).
So, they came and got that and traded me for a 2014 Kia Forte. The car is awesome. Again, the customer service was excellent for the delivery, all the issues I went through and never having to take my card out of my pocket for any of the expenses from the previous vehicle. The gave good customer service over the phone, too.
Some notes for my Kia; the interior/detailing of the vehicle was very lackluster. The car feels like it needs an alignment, so I got a tire rotation with my first oil change just to make sure that wasn't the only issue. But, yeah, I'll need an alignment or tire balance still.
My only real issue with Carvana is that they claim that their vehicles are inspected and make it seem like you should have no real issues, but some minor things (a nice detailed clean, alignment, and tire balance) and major things (whatever ended up really happening with the Jetta) were overlooked.
I think the concept, the customer service and the ease of business are great, but they can improve in the inspection and detailing department. By the way, I also found some old junk in the Jetta and a package for an e-cigarette in the Kia Forte. Just makes me wonder if they actually even cleaned it?
I would probably still buy another car with them, though, because everything else was really impressive.
Bottom Line: Yes, I would recommend this to a friend
5 people found it helpful
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Company Response from Carvana
Thank you for taking the time to submit feedback regarding your experience with Carvana.
At Carvana, we take great pride in our hassle-free purchase process and high-quality vehicles. We regret to hear that the delivery of your first vehicle did not go as expected. As part of our reconditioning process, each vehicle goes through a 150-point inspection and pre-delivery inspection to ensure that the vehicle meets our strict mechanical and safety standards. During the pre-delivery inspection process, we make sure there are no active recalls, issues with any of the controls of the vehicle, and no additional imperfections with the car.
Unfortunately, there were some things that were overlooked on the 2013 Volkswagen Jetta, and we take full responsibility for this. We can assure you that Carvana has taken this to the appropriate departments to prevent further occurrences like this from happening again. We understand that this caused an inconvenience in your schedule, and for that, we are truly sorry.
We are happy to report, however, that you have since been able to swap into another vehicle that meets your expectations, minus the cleanliness. Carvana takes customer satisfaction very seriously, and as a goodwill gesture would like to offer you compensation to get your 2014 Kia Forte detailed. We would love nothing more than to repair this relationship with you, and if there is anything else additionally that we can do for you, please do not hesitate to give us a call at 1-800-333-4554.
Thank you,
The Carvana Team.