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

I bought a car from Carvana and they gave me a Carfax showing me that the car was clear of accidents. Now I'm having all kinds of issue with the vehicle. Dealer confirms that the car was in a wreck and original parts have been replaced. I called Carvana to report the issues I'm having and the rude agent I spoke with told me that I'm on my own. What the heck!

WARNING: If you're going to buy a car from Carvana, get it inspected as soon as you get it.

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

I bought a vehicle from Carvana online and they had it advertised as a 4.3 out of 5.0, which means it’s a very nice vehicle. Well, it showed up less than a 2.5 and had rust, dents, and poorly fixed bug scratches in the paint. The radio was hanging out and the temp controls panel was busted along with the interior destroyed and had fog hair everywhere. The frame was rusted and cracked, and the grill on the front was held on by zip ties! I got pics to prove it all.

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

FAILED at all levels of attempting to purchase a vehicle from them.

To communicate - they didn't tell me all of the documents needed nor how to provide them until they were threatening to cancel the order twice.

To get the car to the correct state - they said it was already in my state, then they said it was sent to another, then they told me it had been in another state the whole time.

To deliver - on the third attempt to get the car to me, I finally canceled with the 8th person that called to tell me because the manager in my state was sent my case to him. He was sounding relieved that I canceled to care about how they could prevent this in the future or how to improve. It's scary to think how they could have messed up further by not paying off my trade in or having issues with the car for a return. Too many ways they could have continued to fail and not worth the chance!

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

I feel like a huge sucker. I received a car with damages on the side and contacted customer service through the 7-day period. I sent in photos and an estimate as requested on separate occasions. I was told by Andrew the damage was from transporting the car and Carvana would pick up the tab and to submit the estimate. On day 9, I received an email stating that Carvana was not going to pay for the damages, blamed me for being in an accident, and was not going to take back the car. I even said to the Customer Service rep that I was scared I would not hear back from them after the 7-day return period. I should have listened to my inner voice. The worst part is, the customer service reps make promises that they have no intention of keeping. I really wish I could give Carvana zero stars. The company should be more heavily regulated by the government or put out of business. The posters on here who never received their order should feel blessed.

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

I wanted to sell my 2012 Honda Odyssey which has only 48,000 miles. I got a good price online. I then called to find out what the process would be. I was told that someone would come to verify the odometer and that I would be given a business check. I told the person that I could not give the car and title to Carvana without receiving a bank check or certified check. That's the way business is done. I was told that was not possible (as if it's illegal or immoral).

After hearing numerous times how honest Carvana was, I asked to speak to a supervisor. She told me that because this is “busy season” no assessment of the car's value would be done in my driveway and I would receive a check for the amount promised on the website.

I'm sure the car is appraised promptly. If the value is much lower, Carvana can put a stop payment on the check and the customer has a lawsuit on his hands. Bernie Madoff also said, “Trust me”.

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

Direct quote: "Yes, it is within our standards to have 7 cigarette burns and cigarette smoke."

I had a car delivered with cigarette burns throughout the interior, along with cigarette smoke. In addition, there are severe scratches and discoloration along the entire exterior. I was told this is within their "standard."

Customer service refused to do anything and justified this horrible experience.

I just want other innocent buyers to be aware of the potential scam.

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

I bought my car a few months ago (2015 Kia Sorento), and now it's burning oil pretty rapidly. Unfortunately, it is already passed the 100-day warranty window, and now I need a new engine. I don't trust Carvana's inspection at all.

I would have found this problem earlier, but it was misdiagnosed twice. One mechanic said it was the drain plug. After finding the oil low again, I took it to another mechanic, who said it was the oil filter gasket. After finding it low again, I took it to the Kia dealership, who performed an oil consumption test over the next month or so. I'm losing about a quart and a half every 500 miles (The low engine oil light doesn't appear to work either). Shame on Carvana for selling me a faulty car, and shame on me for purchasing from them.

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

My husband and I attempted to purchase a car with Carvana this weekend. Everything went smoothly at first. We submitted all the necessary documents and received a couple of calls back and forth discussing the sale. This morning we received a voicemail from them that we would need a 3-way call between us and our bank to ensure the funds were available to purchase the car. When my husband called them back to arrange the call, they said that they had canceled the sale due to discrepancies in our documents and that the only recourse we have is to correspond with them via letter to address these concerns. Despite many calls and attempts to find out what the discrepancy might be or any other way we might be able to fix the problem, they would not help us. I'm not blaming the customer service reps, obviously they've been given rules on how to handle this, unfortunately, I think it is the company itself that purposely set up their system this way.

Honestly, I think that this was done so that the Black Friday Sale deal would not go through. The fact that they would design their system like this makes me think that they are a shady company. Has anyone else had this experience with them?

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

We are on the hunt for another car because our Mini Cooper was totaled in a hit and run wreck. We had found a car on Carvana.com and were in the process of purchasing it. They were offering a $1,000 Black Friday discount off the price of the car. Monday night, 11/26/18, I received an email offering an additional $1,000 Black Friday-Cyber Monday discount. I logged into my account and noticed a $2,000 discount on the vehicle we were purchasing as well as all of the other vehicles on the website. I immediately called Carvana at 10:30 pm but they were closed. I then sent Carvana a message stating I would like the lower price on the car and asking who did I need to contact. I took snips or screenshots of everything since I couldn't reach anyone at Carvana to confirm I wanted the additional Black Friday-Cyber Monday discount that was being offered. Seeing as how it was late Monday evening roughly two hours before the sale ended at midnight, I figured they snuck the additional discount in last minute to snag more sales.

The next morning I called Carvana at 7:31 am. I explained the situation to a young lady named Candice. She was kind enough but told me they would not be honoring the discounted price. I explained I had taken screenshots of the price decrease and I asked to speak to someone above her. Many years of experience has taught me she wouldn't have the authority to change anything anyway. She put me on hold for a long time then came back on and stated her manager would like to see my screenshots before proceeding further. I got the feeling she thought I was bluffing about the evidence I had, so I immediately pulled over on my morning commute to work and emailed them. She then forwarded me an email they sent to their management team. The tone was a wee bit rude in my opinion. Several phone calls later they stated they would not be honoring the discounted price.

In the meantime, I had contacted my credit union, Oklahoma's Credit Union, because I had to finalize the financing before 1:00 pm or I would lose the car. I apprised my Financial Services Representative of the situation. She said to keep her in the loop on whether Carvana would honor the discount they gave me or not. The credit union took a vested interest in the outcome because they had recommended Carvana to me. Once I received a phone call and the requested email stating their final decision was that they would not be honoring the discounted price of the vehicle, my financial institution Oklahoma's Credit Union stepped in to our defense. They began discussions with Carvana's representatives that ultimately went up the chain of command to the vice presidents.

The final meeting between those in power was completed this afternoon. I received word from Oklahoma's Credit Union that Carvana declined to honor the discounted price of the vehicle claiming it was a computer glitch that affected many customers and if they honored mine they would have to honor theirs. My husband said, "Carvana was stepping over dollars to pick up dimes." I'm sure that's someone else's quote, but it's fitting. They lost an $18,400 sale because they would not honor the additional $1,000 discount they gave me.

The take away from all of this is 1) Never do business with a shiesty company that treats their customers poorly. I will spend my money where I am appreciated and treated fairly. 2) Never buy a car from Carvana. They are shady. The experience was great. Buy a car completely online never having to deal with a sleazy car salesman. If it's too good to be true, it probably is. 3) Don't trust a company if all of their reviews are 5 stars. The reviews are most likely faked because they have poor customer service. 4) Most importantly, if your financial institution doesn't call you personally after business hours, jump up to plead your case to ensure you aren't taken advantage of and for a fair deal, have their Vice President step into the negotiations, or actually really care about you as an individual then you need to take your money and open an account at Oklahoma's Credit Union.

Nowadays personalized customer service that goes above and beyond means more than anything. I have images to prove my claim. In the meantime, can anyone recommend an trustworthy car dealership? Or one that's as nasty to their customers as Carvana is so I can avoid it?

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

They get one star because ZERO was not an option. Do not trust any 4.5-star ratings, since it is utterly unlikely those are honest reviews. Carvana sucks! PERIOD! I just had to find the CEO's email to tell him, Mr. Garcia III, about our ABSOLUTELY HORRIFIC experience with them and we really - before this - hoped they would offer a MUCH better experience than regular dealers and CarMax (that relative to Carvana was heaven of car-buying), but Carvana has offered BY FAR the worst experience by any company ever that operates in a non-monopolistic market (so we exclude GA Power and Comcast). So avoid them at all cost in my opinion. That is the short version.

The long version is that they were supposed to be here at 7 PM today so we cleaned out our exchange car and called them 7:03 PM to ask why they were not here and after about 50 minutes on the phone, the rep, Aron, told me that the delivery had tried to contact me to say it has to pass inspection. But THEY LIED, since NOBODY has called my cell phone at that time, or they had the wrong number. Either way, that was the last big issue.

The others were:

1. The rep did not know it is hybrid.

2. They forgot to tell us it comes with a car charger.

3. They dinged the first BMW so we had to change all documents for a new one.

4. They said they would deliver the new BMW, but then a few days later said that it needs a new battery (ok fine, no big deal), but then said it would be done for delivery today at 7 PM and they do not even contact us via text, email, or phone when they cannot/will/do not show up due to "That the car must pass emission inspection and if those lights light up, the car will not pass..."

End of story. HORRIBLE COMPANY, though I really hope they or other online car companies will succeed in improving the car buying experience.

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

My advice is to go to a dealership where you can get more information on the car you're trying to purchase. I bought a car from Carvana and the oil was black, then when I called to tell them about it, they told me to get the oil change and they will reimburse me through a claim. So I got the oil change myself and in four months my engine went out. I purchased the extended coverage and they denied my claim. Now I’m stuck with an $18,000 debt. Please don’t buy from these scam artists, they don’t do inspections on the cars they’re selling! Go to a real dealership, do not buy a used rental car. They don’t take care of those cars, and they don’t have to report accidents either! What a lesson learned!

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