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

I was interested in a VW Touareg Diesel and trading in an Audi for the Touareg. I started the purchase process but had several questions about the Touareg related to the VW diesel recall. I spoke to three different people who couldn't answer any questions about whether or not the Touareg had received VW's remedial service and extended warranty per court settlement. Each time no one responded, and I had to call back. Emails to customer advocate didn't receive a response.

I asked that Touareg be placed on hold while they tried to find out answers. The car was on hold for one day but no answers about remedial service. The car came off hold and sold to someone else.

I couldn't get any help or accommodation regarding a comparable replacement vehicle. Just like any other car dealership, they wasted my time and they will waste yours.

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

I wanted to look over cars on Carvana website, all I got was emails and phone calls from every dealership from Toyota Honda. I had to delete everyone and put a voicemail on the phone telling them to stop harassing me. I wanted to shop and not be bugged, so Carvana is no different than Carfax, they do the same thing.

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

A friend of ours referred us to Carvana. That is when the nightmare started. We entered all of the needed information in the system and received the confirmation with the first offer, pending income verification. We sent in the requested pay stub (the company we work for is a non-profit and doesn't provide direct deposit). Apparently the incompetent underwriting staff at Carvana "assumed" the income verification provided was not adequate and asked for the "canceled" checks to match the check stubs provided, implying that the check stub provided was fraudulent. We sent those in as well. The underwriting staff calls and changes the terms of the agreement giving us our second offer because we are contract employees who receive a 1099 and not W-2.

We verified that we are regular employees and receive our W-2 at the end of the year, and we asked where they received this information, and we were told that due to the check stubs not having a YTD amount it was "assumed" that we worked contract status. The underwriting staff then went back and recalculated and gave us yet the third amount for the car we selected. At this point, we declined to do business with Carvana. My suggestion for Carvana is to hire competent staff that does not make assumptions about customers honesty based on the spelling of their name. It makes no sense that we should receive three different amounts with the same data. I am wondering if our name was not "ethnic" and was as nondescript as "John Smith," if we would have received the same poor customer service?

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

Bait and switch alert! They did not honor the APR terms that I got in the pre-qualification process, I reserved a car 12 days later and they just changed my terms, raising the interest rate by %2.2. They refused to honor the initial financing terms. They did not listen to reason, I talked to two customer care advocates, that just focus on what is best for the Carvana, and did nothing to help nor keep me as a customer, they rather let you go shop for a car at CarMax that keeps a happy customer. After this experience, the Shark Tank car dealer feels better. At least you know in advance that they are going to do.

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

I bought a Chrysler Town and Country Limited Platinum for my wife using Carvana. We have two toddler-age children so looking for a vehicle is time intensive. I thought it would be easier than buying from a dealership. That was a big mistake.

I never took delivery of my van. Carvana said that I needed to have the VIN number of the vehicle appear on my insurance policy, but that is not how my insurance works. I travel all over the world for work. I have an umbrella policy that covers me against injury, property damage, and underinsured motorist for $500,000.00. They refused to leave the vehicle, so I refused their transaction and promptly canceled the transaction online. They could not understand that the vehicle would be covered once I took delivery but I was not able to insure a vehicle that I had not accepted without pursuing an additional policy. The reason why I purchased the insurance that I have is to prevent liability confusion. I can drive any vehicle anywhere and be covered.

Thanks, Carvana, for ruining my weekend.

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

This was the absolute most horrific experience in my 40 years of purchasing vehicles. And I actually purchased two from this organization.

From the first click to purchase the first vehicle to the final step of registration of my vehicles, it has been a nightmare. Mostly when a human was involved. I would suggest they review the hiring practices and profiles of individuals they on-board. They are well versed in making excuses and blame fixing while treating their customers as idiots.

I would never suggest anyone follow my misery with this company. DON'T do it, no matter how they flower the conversation! It is exhausting working with any of the resources you speak with...full of excuses and flowery words with no ability to support the customer needs, even when the company resources are found to have dropped the ball. They are well versed in covering the truth of shortcomings in their resources.

I give them one star because there is no lower scoring mechanism provided.

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

Carvana continues the run around on repairs. I have sent numerous estimates with requirements and they keep adding additional things for approval. They do this until you are past your 7-day window. It was nice not having to deal with a dealership, but at this point, I would rather have to deal with that on the front end rather than having to constantly contact the company to try and make things right. Carvana makes no effort on their end once delivery is complete.

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

I ordered a car that was offered at $10,500. They didn't have it yet, so I had to wait. The next day they called to ask if I had any questions and to see if I still wanted the car.

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

I found the exact car I wanted at a great deal (yes!).

I started the purchase process (let the excitement begin!). I received a call a few short hours later and was told "we’re going to have to put you in another car because the one you tried to buy never should have been listed." (Wait, what?)

After an excuse filled with mystery acronyms and seemingly deliberately vague sales terminology, the guy presents me with another car - older model, plus bigger engine, plus much higher price. I mention that's not really what I wanted, so he says he'll explore the other available options and load them into my favorites on my profile. (Ok, sure, I guess...but I was really looking to getting the one I tried to, you know, purchase?)

A couple hours later, I go into my profile and notice three cars have been added - the first is the older, bigger-engined one I already mentioned I didn’t want, the second was a more expensive convertible version, and the third was much more expensive ($20k!) with way more miles on it. (Um...bait and switch much?)

Throughout the phone call, all I could think was "if this is how they plan on doing business, they won’t be in business much longer." I'm in branding and marketing. I know a great deal about creating and maintaining your brand. This example is one super-quick way to demolish your brand.

As of this very moment, I would find it very difficult to recommend Carvana to anyone.

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

As a previous customer with an exceptional experience, I decided to return for purchase this past Spring. It had been terrible. I have been approved and close to closing the deal and then later told "Due to discrepancies, we cannot complete your purchase." I’m not too sure what’s being insinuated with that, however, as a person who's experienced identity theft, I chose to be careful with the interest rates and go through Carvana again. I was even considerate enough to wait for a response letter to my appeal. I never received one, I received an email that stated only "After reviewing your letter, we decided not to continue the sale." My account was blocked, giving me no access to anything. Now I come to create a new account and purchase a vehicle for the last time, in hopes that I’m not cheated again.

I would have to say 2018 Carvana is a lot worsened than when I initially made my first purchase with them. Be careful. I hope the staff has been trained properly to help the customer and not run them away.

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

I agreed to sell my vehicle to Carvana. I had difficulty starting my vehicle, it had sat for a couple of weeks. Once the vehicle started, the tech drove the vehicle and we completed the deal. All the paperwork was completed, the tech handed me a check, and the deal was complete. Unfortunately, the vehicle did not start again so the tech told me the deal was canceled, even though we already completed the deal. After several minutes of discussion, he tore up my paperwork and demanded the check be returned. At this point, I just wanted the tech to leave. What I did not realize was the tech tore up my original TITLE!

Carvana did not care, wanted to leave. Awful customer service. Nobody has reached out to me or apologized for the mishap. Definitely, lost a customer.

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