I won’t say it was a total waste because it was an easy process, however, this company is only in it for the money and doesn't care about the customer. I purchased a GMC Terrain in February, when I received the car it smelled like pure smoke, it was unbearable! After not being able to take the smell I decided to switch the car for something else before the 7 days were up. The Mercedes that I purchased would be delivered after my 7 days was up, and for some reason Carvana failed to tell me that I would be charged for the extra days I had the Terrain. They charged me $1,500 for the car alone after I traded my vehicle in plus $250 for the days I had the Terrain. When the employee explained the process to me, he told me the reason why I was being charged was because I didn’t call Carvana to ask for an extension. He said that there was nothing that they could do.
Excuse me, I’m the customer, what happened to customer satisfaction? First of all, how would I know that? No one explained to me how this worked.
Not only that but when the driver took my car off of the trailer there was something dangling from the bottom of it. He then said he would contact someone and they would be in contact with me to fix it. Why is this even an issue on the first day of having the car? Why wasn’t this checked out beforehand? Now I have to go out of my way to get a part fixed that I didn’t even break. Lucky me! So now I’m out of money and time.
Lastly, Carvana offers a $500 referral so I referred 3 of my family members when I was in the process of purchasing the Terrain. I then called Carvana with the information about the referral and they told me I didn’t qualify for it because I lived in Texas and it was a law against pocketing money for car dealership referrals. My issue with this is why not tell the person that to begin with? Instead of advertising lies, tell the whole truth!
All In all, like I said, it is an easy process, but if you don’t have money to throw away as most of us do not, I suggest going to a regular dealership and stay far away from this company.
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
Mar 14, 2019
Thank you for sharing this review of your Carvana process. First, we'd like to apologize that the first vehicle was not up to standard. We do complete a smell test for all of our vehicles in an effort to eliminate vehicles from our fleet that are at high risk of being returned. We do see the down payment for your vehicle, as well as the charge for running over the allotted mileage on vehicle number one. We put this information for the 7-Day Money Back Guarantee on the site as well as in the packets that you receive upon delivery, if the vehicle has been driven over the 400 miles. In regards to the referral program, it does vary by state. Because it is a matter of state law in Texas, we actually do not give out physical referral cards to our customers since the state of Texas cannot participate in the referral program with Carvana. We would have loved to offer that incentive to a loyal Carvana family, customers like you!
Again we are sorry that the Carvana process was not seamless for you. If you need a point of contact in the future or if you have any additional questions, our team is always here to help at (800) 333-4554.
