Read 543 Carvana Reviews - How It Works, Warranty, Financing, Returns Customer Reviews and Complaints (Page 24)

Posted on Sep 19, 2017

Terrible experience

By KN, New York, Verified Reviewer

The sun visor on the passenger side literally fell off yesterday when my wife was doing her makeup. It won't reattach, and there's now a giant, ugly hole in its place in our new car. I'm guessing they put it on when they were preparing the vehicle, but did a lousy job.

With regards to the registration not being received and the temporary tags set to expire, they've offered to pay for a rental vehicle until the registration arrives. This is promised to be completed on 9/22. I will update this review in the future with the outcome.

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

Company Response from Carvana

Sep 21, 2017

Thank you for providing us with your feedback about the vehicle you purchased. We are glad to hear from you that we are working with you in regards to your current delay in the registration process. While we know this can be frustrating, we appreciate your continued patience.

Please know we will continue to update you as we hear more. We do apologize that you experienced an issue recently with your sun visor. Please give us a call at 800.333.4554, and we will be happy to explore what options we have at this time to help you further.

Helpful Review? 15 People Have Voted

Posted on Oct 4, 2017

Too good to be true

By Patsy Adas, Atlanta, GA, Verified Reviewer

The process was SO simple. I found the perfect car in less than five minutes, emailed all the paperwork and submitted each document as requested.

The car was to be delivered today at 9 am, and suddenly I received an email asking why we didn't pick our car up. We were scheduled for a delivery and the employees to speak with were either friendly and understanding or condescending and unpleasant. Why would we pick up a car when the whole advertisement is a simple process from home being delivered to you, we clicked delivery and never thought anything about it until the car didn't show up? And when it was discussed, there was never an apology, and the car was not going to be "re-delivered" until later this week, and that was not an option.

We canceled our perfect car and realized dealing with the dealership is clearly less stress than this joke of buying a car before you can even touch it. Great concept but they dropped the ball big time, so upsetting.

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

Company Response from Carvana

Oct 9, 2017

Thank you very much for writing a review to share your Carvana experience. We are so glad that you enjoyed the ease of our online car-buying process and found the perfect vehicle for you. We apologize for any inconveniences or miscommunication you may have experienced along the way. Customer service is our top priority and what we take pride in and would like to apologize if you felt that our customer advocate team was unpleasant at any time.

We do give the option to our customers to either pick up the vehicle at one of our Vending Machine locations or get the vehicle delivered. Your selection was for pick up and we did confirm via email about your pickup day and time. Again, we apologize for this miscommunication and would be more than happy to change it to "delivery" for you!

The reason for the later delivery date is because we do have a calendar we adhere to for our schedule availability that week. If you do decide to change your mind and come back to Carvana, we would want nothing more than to turn your Carvana experience around.

Please don’t hesitate to reach out to one of our executive resolution specialists at 800-333-4554 if you have any questions or additional concerns, thank you!

Helpful Review? 15 People Have Voted

Posted on Oct 4, 2017

It's really not that convenient

By Jessica Johnston, Florida, Verified Reviewer

I really hate dealerships in that it takes forever to get from point A to point B. It should not take three hours to buy a car, especially if you have done all of the research on the vehicle that you are looking for as well as coming prepared with all of the necessary documentation necessary. We all know the "waiting game" is a car salesperson technique, but you would think this site would be different. Unfortunately, NO.

After they sent an invalid link to upload my documents and me fighting with trying to find the valid site to submit them, they canceled delivery and made an arbitrary delivery date in which I wasn't available. They couldn't coordinate with my immediate schedule and told me that the new delivery date was too far out so I would have to start the whole process over again. Are you kidding me? How is this taking longer than if I went to dealership? What exactly did I save?

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

Company Response from Carvana

Oct 5, 2017

We really appreciate you taking the time to provide feedback. Our purpose is to provide a better alternative to the dealership experience and we apologize if we missed the mark. Our team attempted to reach out regarding the items needed and scheduling, but unfortunately, were not able to make contact. If additional documents are needed for underwriting purposes, we do request them within a certain timeframe so all information is collected prior to delivery.

We apologize if there were technical difficulties with our website preventing you from uploading the items requested. This is vital feedback for us as a growing company and we can assure you it will be used to make improvements for the future. Please let us know if there are any additional questions or concerns we can address for you at 800-333-4554. Thank you Jessica!

Helpful Review? 15 People Have Voted

Posted on Oct 6, 2017

A total nightmare

By Francis Rogers, Verified Reviewer

I bought a 2014 Jeep Cherokee Sport with 42,000 miles on it from Carvana six months ago. The process itself was not a bad experience, but about three weeks ago, while driving my kids to a piano lesson we stopped under a red light on a hill and the vehicle shut off, wouldn’t start and the check engine light and battery light came on.

I had the vehicle towed to my house because it was too late to take it to a garage at the time. At my house, the vehicle started again, so I called Carvana Care (SilverRock) and told them what was happening with the vehicle, and they told me to take it to one of the garages listed on their website to get it looked at, which I did. I took it to Midas in Chapel Hill, Akron, Ohio.

First, the Midas Mechanic told me after diagnosing the vehicle that it was the head; that was when my nightmare started. After that, they told me it was the head gasket, and then it was air conditioning, and the then there something wrong with the vehicle computer, and now there is a problem with one of the valves. I have requested they give my vehicle back to me, and they have refused to do so because they took out the head again.

During all this time I have been calling Carvana and letting them know what these guys are telling me and wondering aloud if they sold me a lemon. I even asked them if they would allow me to exchange this vehicle with all the problems it has and how much I am paying for it. Carvana refused to do that, but they want me to trade it in for far less for what I bought the vehicle for and buy another vehicle from them.

I have already missed a few days of work, and I can’t take my kids to their events because I currently don’t have a vehicle. I drive about 40 miles to and from work every day, which is why I need a reliable vehicle but Carvana doesn’t care about that. They got their money and that's all that matters to them. What kind of mess have I got myself into?

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

Company Response from Carvana

Oct 13, 2017

Thank you for reaching out to us with your feedback on your experience with Carvana. We sincerely apologize for the issues that have occurred with your vehicle. All of our vehicles go through a 150-point inspection, as well as a pre-delivery inspection to make sure they meet our standards. Our inventory is made up of used vehicles, which means there will be standard wear associated with them.

However, we are disappointed to hear extensive repairs were needed on your vehicle. Although we do not want any of our vehicles to need repairs completed on them, we are glad that you are able to utilize your extended warranty to assist with the repairs on the vehicle. Someone from our executive resolution team will be following up with you to discuss if transportation is still needed while your vehicle is at the repair facility. If you have any questions, please feel free to contact us at 800-333-4554!

Helpful Review? 20 People Have Voted

Posted on Oct 7, 2017

Absolutely terrible!

By Nicole Carrington, Silver Spring, MD, Verified Reviewer

I'm so upset I want to cry.

I've had my car for exactly three months and I've been experiencing so many different issues. I had to get an oil change one month after I got the car. I had to replace my battery 2 and 1/2 months after I bought the car. My headlight needed to be changed five days after I bought the car, along with putting air into my tires because I had low tire pressure. Now I need to buy new brakes and rotors.

All of these things were supposed to be checked before the vehicle was delivered and clearly wasn't. I've written to Carvana's repair department, left a message on the corporate phone and emailed the president of the company and haven't heard back from any of them.

Do not purchase a vehicle from here, I am warning you. I've already informed Carvana that I would be writing reviews and contacting the media due to this issue. It's not fair how I have to come out of my pocket to pay for the things that should've been inspected. This is an additional $2000 added. I also have the receipts for all of my services that I sent to Carvana just in case they didn't believe me, but clearly they do, and that's why I haven't heard back from anyone. As a new company, they should be concerned how they treat their customers. Sooner or later this company will no longer exist.

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

Company Response from Carvana

Oct 12, 2017

Thank you for sharing your experience with Carvana. We are sorry to hear about the issues you are having with your vehicle and we offer the complimentary 100 days or 4,189-mile limited warranty to help cover any mechanical failures during that time. All of our vehicles go through a 150-point inspection to ensure all items meet Carvana standards and at the time of sale. The brakes and rotors did exceed our specifications at this time.

We did speak with you regarding the brakes and rotors but were not able to offer any assistance as the vehicle was driven over the 4,189-mile limit. Given brakes and rotors are wearable parts, replacement time does vary on the driving conditions of the vehicle. The headlight issue was brought to our attention and we offered to get it resolved, but do not see a claim was submitted to our warranty company from a repair facility.

Again, we are sorry to hear about the concerns with your vehicle but appreciate your feedback. Please feel free to reach out at 800.333.4554 to provide any additional feedback or address any concerns.

Helpful Review? 20 People Have Voted

Posted on Oct 13, 2017

Horrible service and bad car that has major things to be replaced that is life threatening

By Kenyuna Baker, Atlanta, GA, Verified Reviewer

False advertising and horrible car.

When I first purchased the car in May, I had to get it serviced at a Mercedes Benz because the tires were in critical condition and the speedometer and dashboard sensors were not correct. The back seat was lifted up, the seats and air vents were pealing, headlights went out the 3rd week I had the car to be scheduled for service three times.

Carvana and SilverRock stated that the repairs would be done and now that the car has been repaired they don't want to cover the bill. I've been without my car for four months because repairs are life-threatening.

Advocates at Carvana and SilverRock didn't put in the correct notation about my 2014 Mercedes C250. I have emails and recorded phone conversations with multiple advocates from Carvana. Before you purchase, get the car inspected on the first day because they will do anything to sell you a lemon.

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

Company Response from Carvana

Oct 24, 2017

We are sorry to hear that your recent experience was less than satisfactory. We know you had contacted us earlier this year about a few issues you have been experiencing with the vehicle. At that time, we went over the procedure to have information from a mechanic or dealership sent over to our repair team.

However, after speaking with you we never received any information stating what those issues were, therefore, we couldn't process any repairs. We know you chose to add the additional Carvana Care warranty prior to the completion of your purchase. After cross-referencing our recent conversations with our Carvana representatives and the SilverRock representatives, we are able to see that the issues found are not covered under Carvana Care warranty.

While we understand this response is not what you were hoping for, we are only able to work with what our extended warranty package includes in coverage. We know you have been in contact with one of our Executive Resolution specialists in regards to this response as well. However, if you would like any additional follow up, please feel free to contact us at 800-333-4554.

Helpful Review? 18 People Have Voted

Posted on Nov 14, 2017

Horrible long drawn out process

By Ricardo Mendiola, Dallas, TX, Verified Reviewer

I found a Toyota 4Runner 4x4 with a third-row seat online through Carvana. Well, basically you have to buy the car before you even see or test drive the vehicle. You cannot see the vehicle first; you have to buy and then they will deliver it. You have to give them a copy of your driver's license, bank account, you have to give them the money for the vehicle, get insurance on the car, and sign the buyer agreement before you even see the car.

This has been a horrible experience. I promise if they keep this business model they will be out of business very soon.

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

Company Response from Carvana

Nov 14, 2017

Thank you for reaching out with feedback regarding your recent Carvana experience. We apologize for any confusion that may have taken place during your online purchase process. Please note, that Carvana’s policy mandates that we do not process any funds prior to your delivery if you reside in a local market. In your case, you would not be charged anything for the vehicle until it arrives at your front door in order to give you an opportunity to inspect and drive the vehicle. While we do require certain items such as your driver’s license, banking information (for any applicable down payment) and loan verification with your third-party lender, we do this to ensure that if you do choose to accept the vehicle upon delivery, we have everything in order to finalize the purchase that day. We do ask that you sign a few contracts prior to your delivery, the contacts will always be dated for the tentative date of your delivery/pick-up and do not fully take effect until you choose to accept the vehicle.

Those contracts are tentative and if for any reason you need to make changes to or choose to not move forward with the purchase, the contracts can easily be changed and resigned. We understand that our process is not for everyone and encourage those who are confused to ask us as many questions as possible to gain a further understanding of our policies. If you would like to continue with your purchase reach out to us at 800-333-4554 and we will be happy to assist with the process and verification steps.

Helpful Review? 17 People Have Voted

Posted on Nov 20, 2017

No convenience

By Sade Smith, Illinois, Verified Reviewer

Someone referred me to Carvana. I kept saying I'd rather buy a car the traditional way. But I caved and gave it a shot. After submitting all documentation, updating information on my credit report, receiving two hard inquiries, speaking with multiple reps who all placed me on long holds, contacting my bank and proving the funds were available, a week later I still have no car. Horrible experience. I will never refer them to anyone.

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

Company Response from Carvana

Nov 22, 2017

We apologize that your experience with Carvana has been less than perfect, as this is not the experience we want for our customers. Our underwriting process does require that your information is verified by a set deadline to ensure that the vehicle gets transported for delivery. The information on your credit report that was updated did take a few days to process.

However, we apologize if this expectation was not set up from the beginning. In this case, the delivery date was adjusted because this information was not updated by the verification deadline. We are glad to see that your vehicle has since been delivered! Thank you for providing us with feedback on your recent experience with Carvana. Please contact us at 800-333-4554 if any assistance is needed!

Helpful Review? 11 People Have Voted

Posted on Nov 22, 2017

Avoid at all cost!

By Andrew Postman, Texas, Verified Reviewer

Think of every single thing you hate about a car dealership. Now take away the accountability of being able to physically visit the dealer and you've got Carvana. They are pushy, they lie, and they steal. That is the gist of this company. They will scam you. You will lose money. You will not get a quality car.

I bought a car from Carvana, and it was a total disaster and guess what? I don't have the car I paid for! They refunded me part of the money I paid for the car but not all of it - yet. That's how they operate. Avoid at ALL cost.

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

Company Response from Carvana

Dec 5, 2017

Thank you for providing feedback on your Carvana experience! Here at Carvana we take customer reviews very seriously and want to ensure our customers receive a fair and positive experience throughout the car buying process. We wanted to acknowledge your frustrations regarding your car buying experience and appreciate you working with our customer advocate team to remedy your concerns over the return of your down payment. At this time, I see that you have been in contact and the final portion of your down payment was refunded and processed. Please contact us at 800-333-4554 if we can answer any further questions or concerns.

Helpful Review? 17 People Have Voted

Posted on Nov 22, 2017

Inconvenient and non trusting

By Regina Smith, Atlanta, GA, Verified Reviewer

I was approved to purchase a vehicle. They asked for proof of my income. I have been in my career for 24 years. My check stubs are done strictly online, no paper trail. I offered them my W-2’s, and they did not want them. I offered to call HR on a three-way to prove to them that I worked at this job and my income was sufficient, and they refused.

I sent my offer letter with a letterhead, my orientation letter with a letterhead, my badge with the address of my employer, my electronic check stub and I offered to call my bank. This was from my second job. They want to finance my car based on income from my first job. The more money I make, the better the interest rate. So I sent them the proof that THEY asked for from my second job, and they still would not accept it.

I would not recommend anyone to buy from Carvana because they are non-trusting, but sell cars online that you have not seen.

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

Company Response from Carvana

Nov 25, 2017

Thank you so much for providing your review about your Carvana experience. We pride ourselves on the ease of our process, so we apologize for any frustrations you have experienced during your Carvana experience. Whenever a customer finances with Carvana, we try our best to set up clear expectations deadlines so that we can create a seamless purchase process. We do have a strict underwriting process for customers to confirm their proof of income by either two most recent pay stubs or three most recent bank statements showing direct deposits. We are glad to report that our team has been in contact with the customer throughout the process, and the customer has now completed the underwriting process with the correct expectations and steps completed. We appreciate your support and trusting in our process and thank you for being part of Carvana!

Helpful Review? 18 People Have Voted

Posted on Nov 27, 2017

Worse customer service

By Anne, New Mexico, Verified Reviewer

The first car we got from Carvana we drove it for 2 miles and we get the low tire pressure light, and the sticker on the windshield says it's due for an oil change! We returned the car! Also, the customer service has no idea about registration and titles rates and discounts. They also provided us wrong info for the downpayment! The agents don't know what they are saying! I will not ever buy a cat again from this company!

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

Company Response from Carvana

Dec 11, 2017

Thank you for reaching out to us with your feedback. We want to sincerely apologize for any inconveniences or frustrations that you incurred during our purchase process. It is unacceptable that your original vehicle was not up to our standards but we are happy that you were able to take advantage of your 7-day money back guarantee to switch into a new vehicle!

We apologize for the confusion regarding registration but we are happy that an executive resolution specialist was able to reach out to you with all of the details. We appreciate your feedback and we will absolutely use this for process improvements in the future. If you have any additional questions or concerns, please give us a call at 800-333-4554.

Helpful Review? 14 People Have Voted