Jae M
TexasMember since August 2017

Reviews (1)


    • Aug 16, 2017
    • Verified Reviewer

    Carvana

    Car paid off for weeks - still no title

    Overall Experience:

    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

    19 people found it helpful

    Link to this Review
    • Aug 18, 2017

      Company Response from Carvana

      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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