Carvana Reviews - How It Works, Warranty, Financing, Returns

Will see what happens.

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

Just before the end of the 7-day return period, I raised my complaints with Carvana. They very professionally dealt with my issues and are paying to have everything fixed. I was very surprised and impressed. It appears the issues happened in transit and outside of their direct control. I am now a happy GTI owner. I did not threaten them with a bad review to get action.

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

The overall purchasing process was easy and straightforward.

In the vehicle description some "imperfections" were listed.

Upon delivery of the car, we noticed that the car was not clean, had large stains on the driver and rear seat, and several paint chips.

After complaining, we got part of our cleaning/detailing cost reimbursed.

We decided not to go through the more complex repair process to go to a body shop and get the chips taken care of. Too much effort.

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

I purchased a car from this site thinking it would run smoothly and it has been anything but that. I was supposed to pick up my car on Sunday (19th), I received an email saying my car was on a broken down truck and wouldn't be here that day and had to reschedule until Tuesday (21st). I received another email saying my car was scanned onto another truck going a different way, saying I have to reschedule to Thursday (23rd), mind you, I have two jobs and telling your employer that your way of transportation got scanned into a different county is not okay. Carvana not only transferred me through departments but did not do anything to try to fix it. I paid shipping and here it will be five days late and all I got was an "I'm sorry." I had to pay extra on insurance to make sure I had it by Sunday and here it is days later, still no car and still no help from Carvana. I'm not a happy customer and I will not recommend Carvana.

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

Hello. We purchased a vehicle today however some concerns and the sale persons advised the items would be handled and paid by Carvana.

1. BMW Idrive shows the vehicle is PAST DUE on an oil change.

2. BMW Idrive shows the brake flush is PAST DUE.

3. BMW Idrive shows the front brakes are PAST DUE on both the rotors and pads as we spoke to the local BMW dealership service department too.

4. Front fender paint damage was not notated in the photos by Carvana.

5. Interior display screen glass is damaged, breakage internal requiring replacement.

The 150-point inspection allegedly is false, fabricated, and none of the above notated. False advertising by Carvana, and in our opinion fraud. Salesperson assures us Carvana will pay to have these maintenance repairs handled as the vehicle should NOT be for sale with past due maintenance items. Even the BMW dealership service department tells us the same, shows within their computer past due maintenance.

As for the warranty, this does NOT address maintenance items that were not handled at the time of inspection by Carvana. As of the moment, awaiting to hear specifically how Carvana will address their internal mistakes. If they handle it, impressive and simple errors by the inspection team. And if not, obvious fraudulent advertising by the company and misled by the Carvana representative whom assisted us at the time of delivery. Uncertain whether the vehicle will be returned back to Carvana within a couple days OR repairs paid by Carvana. May indeed be more wise to purchase a CPO, certified preowned vehicle from the dealership as many maintenance items certainly not past due!

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

The entire process was very seamless in the beginning. Found the car. Completed financing with Carvana that was comparable to other options. Completed the underwriting process and chose a delivery date with ease. Car was delivered as promised. Delivery person was awesome. The car looked great and was in the condition we were told and expected. We did our part, Carvana didn’t. We continued to follow the process after to see that we got our state's permanent registration. We had to upload documents several times but eventually saw the documents were accepted. Fast forward to a few days before the temporary out of state registration was about to expire. Opened a chat with a Carvana agent. The person was fine. After a long wait time, she told us there was no timeline for the permanent registration and Carvana would provide a rental. Went to pick up said rental and it’s a small sedan. My car is a mid-size SUV with a third row. Can’t fit the three kids in this rental safely with the car seats we own. Now, stuck with a car with no registration or timeline as to when we will get it and a rental car I can’t drive as needed. Overall, Carvana needs to address the registration problems that are plaguing customers. I would have bought from them again, but not after the registration problem. Losing out on repeat customers due to mismanagement will eventually lead to their demise.

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

It took a bit, but Carvana reached out and did help me resolve my issue. There are pros and cons associated with doing business with them. Work needs to be done on the backend, the logistics of getting someone a car that meets their needs after the order is placed, but the front end is a lot better than dealing with shady car dealers. Moving my rating up 2 points to a 3.

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

After writing negative reviews, the responses from Carvana told me to contact the normal support number. I gave that another shot. I was met with 50-min wait times to get to regular agents who acted exactly like I wrote in my previous comments.

After writing more negative reviews, I was contacted and told my calls would be routed to “Executive Resolution". Sure enough, my calls to the same support number had only a 5-minute wait and I was met with people who read the files and followed up on what they said they would do. After a short talk with "Executive Resolution," I was told that their third-party vendor, RegUSA, never even sent my registration to my home state (approx. 4.5 months sitting). The “Executive Resolution” agent refunded my registration fees and got me new temporary plates. When he pressed the vendor, it took a week, but they sent my paperwork in and my state processed it in another week.

After 5 months of waiting, I now have my tag title and registration. I understand that COVID caused delays, but this issue was completely internal to Carvana, their support agents not having an easy way to review previous issues and their decision to use third-party registration vendors. It had nothing to do with virus delays. I hope that Carvana has fixed their internal processes so no one has to go through this silliness again. As of right now, I would only purchase through Carvana again if I could handle the registration myself.

TLDR: Buying a car was easy and smooth. Registration was a Carvana caused nightmare that only “Executive Resolution” agents could solve. Be very wary of their “Registration Team”, they are not part of Carvana, they are third-party companies that do not communicate well with Carvana. Plus one star, up to three total, for the "Executive Resolution" team fixing the issue.

Length of Use: 3–6 months

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

So the ease and delivery were great. Today is about day 30 - battery died ($174.00). Vehicle was illegal to sell with frayed and cut seatbelt on the passenger side hidden under belt guide, right rear child lock was broken and people are stuck in the car. Registration - in 1 day, September 15, 2021, I will begin losing $350-$750 a day due to Carvana’s inability to procure a simple registration (it’s been 30 days).

Length of Use: Less than 3 months

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

Yes their websites are wonderful (and better than going to a dealership)...

But their business practices are THE SAME as dealerships have always been DESPITE advertising they save you money by eliminating hidden fees, etc, NO. They play the same games money-wise as the old-type dealers.

I was going to give them 1 star, but gave them 2 since they do offer some exciting benefits to the old way! But they are not any better and since you can't see the car itself, then the customer actually is WORSE off buying from them IMO.

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

The online shopping experience was so easy and convenient. I enjoyed browsing through their stock, and the way the vehicles are presented on their site is clear and concise. The best part of the process was the ease of financing. You enter in your basic information on their site, and can play around with numbers to see your payment right up front. Nothing is hidden. That's where the easy process ended.

Like so many other online service providers, at the point were it involves a human on the other end of the transaction, I didn't feel like anyone really owned my transaction. I was passed around to multiple people throughout the process, and hence, the level of customer service felt very disconnected, and too casual for a purchase like this. The car's engine light came on immediately, so after returning it (and going without a car for two inconvenient days), it was returned to me, and it turned out to be a minor issue. I also realized at signing, that at least half of the cars they sell are used rental cars. Run away! Mine turned out to be one of those as well, after digging up records. This became obvious after the cleaning fluids dried on the interior many weeks later, and all the stains one would expect in a rental came showing through. Right away, I also noticed that when it rains, the car ends up with an inordinate amount of moisture on the inside. I didn't realize it was a major problem until many months later, when I discovered that water is somehow entering the frame of the car, and pooling during heavy rains. When I called to try to resolve that issue, I was sent in circles, and finally promised a follow up by a manager, who then never called back. The spare key was also missing at purchase, so I had to take it to a dealership to have one made (even though they paid for it, it was still inconvenient). Finally, the manual was missing at purchase, and they told me they'd send one, but it never came. I made several calls to customer service, and every time was told that one would be on its way, but I never received it, or any follow up.

Clearly, Carvana has customer service issues. I wouldn't tell someone to NOT use them, but I wouldn't recommend them either. One should approach them with extreme caution. This has been a poor experience.

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