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

After delivery was delayed due to a part needing replacement, I got different answers when I was able to speak to a representative. They would not communicate via email, and despite three different CSRs promising to answer whether or not the repair would be covered under the manufacturer warranty, I never received a follow up call or email to answer the problem.

The website never updated the delivery date, so while the website said the car would be available three weeks ago, I just got a call saying the car is now ready to be picked up.

Still no answer on if repairs are covered, website still out of date. Canceled my order with them in disgust.

Bonus nitpick. In my account page, it shows all the credit check info at the top of your page, including income, date of birth, address, etc. Very insecure to have that in plain text, and why? What purpose is there in having that on your page? You already know all that and might not want it in plain text cached in your browser history.

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

Purchased a used 2013 Dodge Dart from Carvana in December of 2015. The more I look for rust the more I find it. The service manager at local dealership took pictures while it was just on the lift and emailed them to Carvana without me even asking. Under the dashboard all metal linkages in footwell are rusted, inside the TRUNK AND UNDERNEATH TRIM (I pulled it back). The rear seat brace is rusted as well as the cross bar. I noticed the first bit of rust when car was delivered and a wire was dangling out from under the dash on the clutch (it's manual). Guy says "it was like this when I picked it up". The trim under the dash is being held up by a rusty binder clip. At first a rep on the phone said they don't sell cars with rust and that it would and could be replaced. This week it seems they've changed their minds. And I'm stuck with a vehicle that has rust EVERYWHERE. So disappointed. If I test drove a car and spotted rust - NO BRAINER, plenty of cars to choose from. I would not have purchased this vehicle if I knew it was rusted from the inside out.

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

First, the website and purchasing process was mostly simple and painless. I actually enjoyed it! However, after completely filling out the purchase form I was called and told that I needed to give my banking information over the phone (even though I already provided it on the purchase order form). I assumed it was a scam call so I called Carvana back and learned that it was indeed them. They explained that they needed it to verify my account balance, which I understand, but the level of risk associated with doing so is extremely high as a consumer. I called my bank to explain the situation (Bank of America) and the bank told me that what was being asked of me was unethical and risky.

They advised me not to do this. So I called to cancel my order and was told that I couldn't receive any written confirmation as to the cancellation of my order!!! So, now I have to go on faith that a 5-figure sum doesn't accidentally disappear out of my bank account. None of this "extra" info is specified in writing anywhere. It is only brought up after you have given them your bank account info on the website to purchase the car. It's like, “Oh hey, all of a sudden we need you do provide this”.

I can't say that the company isn't legitimate, because there are a lot of written articles about how they are legit, but how can they treat a customer this way BEFORE a purchase and how can I to have good faith in them after the purchase (during the trial period) that they will follow through on their promises? Have you ever purchased something online using a secure, encrypted payment system only to have the store call you and say “Please read me your banking routing number”. Anyone who goes through with this is just asking for your identity to be stolen. A company who doesn't have the foresight to see how unethical this is probably doesn't have enough ethics to provide a quality product anyway. I'd advise against purchasing a vehicle from Carvana based on my experience.

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

This is a joke. We had everything set up to be delivered. I was also approved but then a few days before delivery, they come across a problem with the car and it was going to take a few extra days

Okay, that's fine but then a few days they tell me that I don't make enough money so the payment is going to double. What kind of BS is that? Don't waste your time with this crap because it looks like another scam company wanting to charge over $31,000.00 for a 2013 Kia Soul.

I love the discrimination of the less fortunate (sarcasm). If I make a boat load of money, I can get better payments and pay a lot less money in the long run than if I had very little money they charge you double the amount. This crap should be illegal. A $12,500.00 car goes to $31,000.00 + is criminal.

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

Loved the idea of buying a car online without the hassles of visiting car lots. Plus you have 7 days to return vehicle if unsatisfied. I entered in my personal info so they could give me my APR finance rate and any down payment. There were a lot in my preferred price range with no money down. Score!

So I took about a week, reviewing hundreds of cars and settled on a 2014 Hyundai Sonata 2.0t for 16,500. Added the extended warranty and placed the order. The day before it was to arrive, Carvana contacted me and asked me to send them copies of my social security card front and back, which I did.

Then Danielle, a Carvana rep called me and said I must have mistyped my SS#. The last digit was off, so they ran a credit report on some other lady, and I would now need a down payment of $500. No problem, so I gave her my bank routing and account number for the transaction.

Danielle then congratulated me and told me to have proof of insurance and my license handy when car was delivered. Ok, I said. Then I asked her, "Well, listen Danielle since I am putting a down payment on the car now, what will that make my monthly installments? I'm sure it won't go down by much, but you know, a penny saved is a penny earned" - my exact words.

Danielle says, "Well, with the down payment and the APR of 7.76%, your payments will be $309 a month." That was higher than my original payment schedule. And the APR went up from 6.3% I did the math while on the phone with her, and they were trying to jack me for another $1000.

Two things:

1st. If I hadn't asked what my new monthly payments were going to be I would have never known they had adjusted the APR by one and a half basis points, until and only when I either got my first bill or if I caught it on the paper work when car was delivered.

2nd. And this is the worst. Their claim that I had mistyped my SS# was a downright lie. You see, I went to show my father the car on Carvana website this morning, but it wasn't showing the car as sale pending. So, I clicked on (my account) to see if everything was ok with the sale. It just showed my personal info, name, income, last 4 digits of social, etc. And guess what, the SS# was correct. This occurred before I was notified there was an issue with the SS#. I still have the screen up on my computer at work.

Look elsewhere for a car.

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

I will give you a detailed post from my personal experience with Carvana. I called Carvana about a 2013 Chevy Silverado that they had for sale. I saw on CarFax that it had came from New York. Red flag right there. The first thing I asked is if this truck had rust. They told me no over the phone and assured me they only purchase outstanding vehicles for their inventory. I saw some very minor scratches from their report also which was fine. So, the truck was supposed to be delivered to my house 3 weeks later. 2 weeks I receive a call saying they found a rust spot in the bed (red flag number 2) and said they were 'meticulously repairing it'. So, it was another week late.

Eventually, the truck arrives at my house and the first thing that catches my eye is the rust on the frame. I lift the hood and see nothing but rust on the engine. I told them to take it back and was angry that they wasted my time since the first thing I did was ask a out rust. I threatened to ream them with bad review and instead the person who dropped it off promised me they would scrounge the market to find me a replacement truck. That they would either give me a rental until they find a truck or they will pay me $50.00 a day until they find me a truck. That person lied to me and could not back up their promise.

After going through three levels of management they said they would check their inventory and get back to me. They found a more expensive truck ($5,000 more) and they only offered me a $250 discount. Their salesmen are extremely nice but this company has major issues and I would not recommend them to anyone looking for a new car.

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

I really wanted Carvana to work out, because the shopping and buying experience is clearly superior.

However, they are clearly failing to adhere to their 150 point inspections on vehicles. I ordered one car, and was later informed they couldn't deliver on time because they would need to replace the climate control system. I swapped out for another car, and they then AGAIN informed me they would need to push the delivery back by 2 weeks so they could replace brake pads and rear tires. This is completely absurd.

At this point, I really don't have any faith in Carvana's capabilities as a dealer.

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

Complete scam. I shopped, they ran my credit, offered me terms, I accepted, they called me and congratulated me on my purchase, confirmed my delivery time and place, instructed me to get insurance.

I signed all the contracts, started an insurance policy on the vehicle, and was eagerly awaiting delivery.

Then boom, less than 24 hours prior to delivery they called and said oh yeah, we can't do this unless you give us another 7K down payment. Mind you this is after I've already signed all the contracts and received a call from them telling me everything was good to go. They are no different than any other, "bait and switch" used car lot. Do not waste your time on these dishonest unethical people.

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

I purchased a white 2014 Honda CR-V through Carvana on 11/28/16, and had an awful experience throughout the process. When I made the purchase there was an issue with my paperwork. Not one person from Carvana contacted me to correct the error.

After three-four days of no word on the purchase process, I called Carvana. Once that error was corrected, I was told it would take two weeks to receive my car. I was incredibly disappointed, as the website stated I would receive my car in 7 days.

On 12/11/16 I received a call and a series of texts from the delivery driver stating that my car would arrive on 12/12/16 at 6:00am. Around two hours after the scheduled delivery time, the truck arrived at the agreed upon location. The delivery truck had three cars, none of which were the car I purchased.

He told me that Carvana didn't give him the right car, and he didn't double check the paperwork. I then called Carvana to explain the delivery issue. I spoke with three different people to try to correct the error. I was put on hold for 20 minutes before I hung up. I called back asking to speak with someone else, and was told to call back later. Brittnee Penson, a supervisor, then called me back and told me that I “sound like [I’m] done with this” and wanted to know what it was I wanted her to do.

I have never been treated so rudely by a company. Eventually Teresa Aragon contacted me to correct the error. She asked me to give Carvana another chance by taking some of the delivery fees off of the final price. I agree, and my car is delivered two days later, which of course made me wonder why I had to wait 2 weeks the first time around. After signing for the car, the delivery driver tells me they had to jump the battery to get it onto the truck. I asked him if there was something I was supposed to do to make sure the battery wouldn't die again and he told me no, it seemed to be running fine. I agreed to meet the delivery drivers in a parking lot within a 5 minute walking distance to my house. So, I drove the car to my house, went inside to get my fiancé to show him the car, and the battery died again. We immediately called the delivery guys to come jump the car, because we do not have jumper cables. He says he is about 10 minutes down the road, that it's not his problem our car won't start, and that he will not turn around to jump the car.

I then called Carvana back to explain the situation and they offered to pay for a replacement battery and to tow my car to get the replacement battery installed. The car was dirty inside and out, even though I was promised they would go over the car with a fine tooth comb. I would absolutely never recommend this company to anyone. A word of advice, if it sounds too good to be true, it probably is.

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

I had a number of problems with Carvana, trying to make a purchase.

First, I reserved a vehicle that was in the process of being loaded into their system with the promise that the photos of the vehicle would be online in three days. Almost a week later, it still said the photos would be available in three days. I canceled that reservation and resumed my search.

I found a vehicle that was available for pickup on January 2, which was later than convenient for me but was workable. I went through their purchase with multiple delays (it would have been quicker in a stand alone dealer than these folks took), and finally thought I had everything resolved. Then I was told that the earliest pickup date would be January 3rd. I canceled the order because I have to be out of town on that date, and they reported no way to accommodate my request.

This seemed like a simple transaction, I was trading a car and placing a down payment of $10,000 with only a very small financed amount. The thing to remember with Carvana is that despite their ads on the simplicity of their product delivery, it will take you as long or more than it will at the neighborhood dealer. I wouldn't recommend these guys to anyone.

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

So apparently someone dropped the ball and had me sign the incorrect paperwork and my registration never finalized. Now I am miles away from home as an Irma evacuee with an expired tag and Carvana reps telling me there is nothing they can do. Not even speaking with a freaking desire to try and do anything or attempt to sound empathetic. Honestly, the rep sounded more annoyed than anything, like it was my fault they put the wrong VIN on the paperwork they had me sign. I did everything I was supposed to. I have a car with the tag and taxes paid for but no freaking tag on it to be able to safely drive anywhere. I am practically stranded hundreds of miles away from home and not even just because of Irma anymore. Thanks to Carvana.

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