The Carvana staff are extremely friendly, the purchase process was effortless, but the overall experience left a bad taste in my mouth.
After spending some time with my 2013 Cadillac ATS, I've found that my windshield has permanent mineral deposit damage (it's difficult to see through in direct sunlight), there are scratches all over the other windows, and there are other cosmetic issues that were not highlighted on the website. In addition to this, the steering wheel creaks whenever I turn it. None of these problems are covered under the limited warranty. I'm considering legal options to have these issues corrected.
I'd like to see the travel voucher problem expanded to include reimbursement for other modes of travel. I was not reimbursed for a less expensive train ticket (I'm afraid of flying and live far outside of a delivery zone).
I'm not sure if I'd buy a car from Carvana again, and I'd advise anyone considering it to inspect their vehicle closely before taking ownership.
Bottom Line: No, I would not recommend this to a friend
16 people found it helpful
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Company Response from Carvana
Thank you for taking the time to provide us with feedback regarding your Carvana experience. While we are happy to hear you enjoyed our customer advocates and the ease of our online process, we are disappointed that your overall experience fell short of perfect. We strive for a seamless process from the online purchase to the ownership of your vehicle. We apologize that this was not the case here.
We are sorry if there were additional cosmetic imperfections than what was visible on our 360-degree virtual tour. If a customer feels that the imperfections on their vehicle are more than regular wear and tear of a used vehicle, then we are always happy to review these situations. Unfortunately, your concerns with these cosmetics were not discussed at the time of accepting your vehicle, nor has it been brought to our team’s attention since. Please contact us at 1-800-333-4554 so we can further discuss the process of reviewing your concerns with your vehicle.
We also would like to apologize that we did not reimburse for your train ride when utilizing our Fly and Drive program. We do only reimburse for flights when using this program and we apologize if that was not clearly communicated to you beforehand. We appreciate the feedback and we will consider the option of reimbursement for other modes of travel in the future. We do understand flying is not always the best option for everyone.
We are happy to report that we have since been in contact with you to address your concerns and were able to come to an amicable resolution. Please do not hesitate to contact our customer advocate team if you have any additional comments, questions, or concerns.
Thank you for choosing Carvana!