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

I ordered a Scion TC through Carvana and had it set for pick up June 1, 2018. I got a call and email two or three days before saying the transport was delayed. No problem. I rescheduled for a day or two later.

Another email/call saying there is a part that needs to be fixed on the windshield. I reschedule again. I get a call THE DAY OF, two hours before I am supposed to pick up my vehicle, that it still isn’t ready. I reschedule AGAIN.

I got an email today (2 HOURS BEFORE PICKUP) that the part was ordered the day AFTER I was supposed to pick it up last week and it won’t be ready for another week. Absolutely ridiculous.

The only good thing that came out of this was the $250 check they were going to send me for pushing it back so many times and the rental car they paid for for the weekend before I was supposed to pick up my new car.

I will not order from them again. For those that have had good experiences, you’re lucky.

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

Confirmed delivery one week ago.

I emailed them twice twice to ensure no delays and confirmed it. One day before delivery, delayed.

Their excuse? "Truck broke down."

Get ANOTHER truck!

You know how I know it's a lie? Because as soon as it left Arizona, my tracking should have started. Nope, still no tracking. BBB will be investigating this repeated negligence!

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

A few weeks ago, I reserved a 2015 Miata hardtop. The general description of the vehicle gave no indication that there were any aftermarket components. Before delivery, I noticed what appeared to be an aftermarket antenna on tacked on to the trunk and when I brought it to the attention of Carvana, they conceded that the Sirius satellite radio was not factory installed. Components added by a previous owner should always be disclosed, as they may not offer the same features or integrate with the vehicle's systems as well as factory equipment. Because of this, I changed my order to another 2015 Miata, which required an additional week for delivery.

Two days before delivery, I received a generic-looking email from Carvana informing me that "an issue" had been detected with my vehicle. The email further instructed me to call the toll free number for more information. I called the number and was casually informed that my vehicle's folding retractable roof was damaged during transport to the Miami hub and would need repair, delaying its delivery by approximately two weeks. The rep said that they were also going to test the folding roof to ensure that its operation hadn't been compromised. When I expressed my disappointment, it was suggested that I simply "choose another vehicle."

I called Carvana, this morning, seeking more information. Specifically, I wanted to see photos of the damage before deciding if I wanted to move forward with the purchase. I was told that someone from the Miami hub would reach out to me with more information and pictures before the end of the day, but that didn't happen. I also asked if they'd be willing to renegotiate the price of the vehicle considering the damage and the inconvenience. The rep said they would not.

Considering the circumstances, it would have been appropriate for a supervisor to contact me when the damage to my car was discovered. I would have deemed that both considerate and professional. Instead, the phone reps that I've had to call treat my situation as though it's a trivial matter.

Needless to say, I'm not impressed with this company or its customer service philosophy. Looking at these other reviews, I see I'm not alone.

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

They started out by oh yes, you can buy a car here, they did a soft pull over the phone. I filled out everything else and even signed the contract for the car I was getting, and sent over all my documents with no problem. Then maybe two days later I got an email stating they could not verify me. So now I am little upset because I have a new inquiry on my credit with nothing to show for it. I also think they should have better disclosure forms. So if you don't have any source of income from a big company, don't do it.

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

Carvana is one of the most evil businesses that I have ever encountered. I looked them up because I saw a commercial, and saw that they buy people's cars and give cash for them. I created an account and saw that they gave an extremely solid amount for my vehicle. I had rescheduled the pickup of the car because of personal issues, and now they are completely refusing to do business with me, and cite some BS rule. They all DESERVE to get fired and to go belly-up.

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

I recently had a very bad experience with Carvana. I was looking at buying a BMW car and found a great deal with Carvana. The features listed on the car included M-Sport package, blind spot warning, lane departure warning and the exact color of car I was looking for. But having test driven some of these cars before, I quickly realized something was off. Firstly the M-Sport package wasn't actually in the car, and the customer care rep confirmed that for me. This made me suspicious of what else may be wrong and soon realized the car had none of the features they had listed. Even the color of the car was listed wrong. And they blamed "human error" for this. I went from actually buying the car to not because I don't think I can trust what's on their website. So beware of the features they list on the car and make sure you contact them before buying your car before you get your hopes up.

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

I was very unpleased with this experience! I recently purchased a 2014 Ford Focus and when I got it the transmission started skipping the FIRST DAY! Luckily it was under warranty and we took it to the Ford Dealership to fix the problem. When getting it back from the shop, the transmission started skipping again so we decided to trade the car for a 2013 Honda Civic. It was supposed to arrive at 12 pm on that Tuesday and by 2 pm there was no show and they didn't have the courtesy to call!

We eventually reached out to them and they said it would be here by 5pm and they still didn't show. Then they said 7pm and it's 8 now and I still haven't received my car! For any future Carvana customers I would recommend going to a dealership at least you would have your car and know nothing is wrong with it.

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

Please take a note from my experience with Carvana. Do NOT finance through them. Their financing company, Bridgecrest, is horrible.

I paid off my loan with them on June 2, 2018, and on July 12, 2018, I still have not received my title. And now, the financing company is blaming Carvana for losing the title. I was told today that since they have not received the title yet that they are going to do a lost title, duplicate request, which will take three to eight weeks to process.

I do not know who is to blame for this, but take this as an example to steer far away from Carvana or Bridgecrest if you plan on buying a vehicle. They are terrible.

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

WORST buying experience ever!!! I went through the process the week before and told the gentleman over the phone that I would not sign the Arbitration agreement. He said I could send in a registered letter, opting out, which I then did, but I told him I still would not sign the arbitration agreement and he understood, or claimed he understood why I would not sign.

I had financing set up and sat there while the gentleman talked to my bank, and I went ahead and got the vehicle on my insurance in addition to spending $6.50 to send the registered letter.

The following week, the driver calls me from the road to tell me she will be there shortly, but I still needed to go online and sign the contract. I went online and found the contract did not go through because I would not sign the part with the arbitration agreement. I then called Carvana and after a gentleman tried to talk me into signing, he then said just to let the driver know, and it should still be ok and I could get the car.

The car shows up in front of my house, and the driver tells me I cannot have the car without signing. The FREAKING car is sitting in front of my house! She then calls Atlanta, and the guy gets on the phone with me saying I cannot have the car without signing the arbitration agreement. He explains once again that I can opt out of it, which I understand, but I am not signing something I don't agree to. I told the gentleman that I had a printed copy of the contract and could give it to the driver, but he refused, saying it had to be done online.

It is ridiculous that I said from the very beginning that I would not sign the arbitration agreement and they went ahead and sent me the car. It should have never gotten that far. I can only assume that Carvana thought I would want the car so badly that I would go ahead and sign the arbitration agreement. Tacky, tacky Carvana!

My feeling is if you can opt out of the arbitration agreement, why don't they have a contract online without the arbitration agreement for those of us who will not sign it? I'm sure Carvana feels most people are not going to go to the trouble of writing out the letter and going to the Post Office to send it.

I also find it interesting that Carvana's Review page is closed, so I cannot share my experience there, but you can bet it will share it everywhere else I can!

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

I purchased a car on Carvana on July 8, 2018, paid the full amount in CASH, no financing, the money was transferred five days later, all documents have been verified, and I signed the contract.

Until this day, no one is able to tell me when and if I am ever going to get my car, despite the fact that one supervisor (I will keep her name off the records for now, unless they deny that this took place) told me that the deadline for them to have my car delivered is today, the 24th of July. They will say that I live outside their standard market coverage - this is not my problem, they knew all that when I entered my ZIP code. Secondly, they are offering me to drive either nine hours one way or fly for two hours to get my car - if I wanted to do that I could have bought the car straight from a dealership.

Despite many calls and attempts to get any constructive and close to the exact delivery date of my car, NOTHING!

I could not get through to talk to their senior managers, customer advocate director, and a member of their "so-called" Executive Resolution Team, had me on hold for 30 minutes? Doing what, I do not have a clue.

…to be continued.

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

I had my car delivered yesterday. Wonderful experience up to that point. However, I noticed that the GPS did not work this morning. Called Carvana and was greeted by two condescending "advocates." I learned it might be under warranty, but I'm on my own to find a repair shop and have it fixed. Their solution was to return or trade the car if I didn't want it repaired. WHAT AN INCONVENIENCE! I would never use Carvana again, and my husband and I are both executive level professionals. You had better believe that I will shout out to as many people as possible that this company is fret with bad customer service and too many employees who don't value their customers!

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