Absolutely the worst car buying experience EVER! You people should be ashamed. EVERY TIME I speak to you about the same ongoing issue, I get completely different answers each time.
I purchased my car a couple of months ago. I received a call at the last minute letting me know their hauler wasn't working and 2 of their reps had to personally drive my car to me, from GA to NH. I was in desperate need of a car, so I accepted their offer. The car was a filthy mess inside and out upon receiving it. After the initial 7-day test drive, learning more about the car, which was skipped entirely when going over the car in person, I learned that my car was almost bone dry in oil and needed to go for an oil change right away, which is not 100% typical when buying a car through a so-called reputable company.
After another couple of weeks, I realized that my temp tags were about to expire. I called Carvana to find out the status of my registration and was told, I never sent in an Ltd. POA, which you all need to act on my behalf. I signed not only the POA, but a stack of other forms, in the 2 Carvana employees' presence, as well as in front of my husband. The 2nd Carvana rep who was there that day even signed as a witness and the 1st employee notarized it. The woman on the phone, when I later called to find out the status, had the audacity to ask me "well, maybe you accidentally kept it, so you can go get it notarized?" Ummm...?! If she had ANY CLUE, she would know I couldn't bring an already-signed form to get notarized by another party who didn't witness the signing of the form. AND, coincidentally, you have every other form that was signed by me on the date of delivery of my car...just not the POA?! So, not only do you all not know where that form is, but there is a signed POA, just floating around somewhere. So, you all got me a new POA which I signed, notarized and overnighted back to you ASAP. All during which, Carvana told me to go to the DMV, with only a P&S in hand to beg for another temporary plate. Which I did. And received.
And fast forward again to 2 days ago when I realized my temp tags were about to expire again. So I called Carvana and asked what this 2nd hold up is about. It's been well over 2 months and any communication about any of this seems to only be coming FROM ME, TO YOU...with STILL no resolution IN SIGHT. I told you all (2 days ago) that my local DMV wouldn't issue me another temp tag; the 1st time was a courtesy, since I didn't have the registration in hand yet...still! So you tell me you are going to put me in a rental, on your dime (but just wait...again, there's yet ANOTHER catch to this nightmare!). Apparently it is Carvana's policy to only rent out standard vehicles (Corolla or smaller). There's nothing wrong with that car, but if that small of a car fit my needs, I would've bought a small car instead of a full size SUV. Also, we were getting ready to drive 7 hours for a pre-planned trip (this is yesterday now) and there was NO way literally to fit all of our stuff! The 1st Carvana rep said she spoke to the local Enterprise Rent-a-Car and they advised her they were all out of SUVs. When we called back, a 2nd rep said that was incorrect; she didn't know if the local Enterprise had SUVs, or not, but that they didn't have the authority to upgrade us from a standard vehicle and that every member of the mgmt team was in an all-day meeting...and no one had the ability to override anything. The rep I spoke to actually encouraged me to drive my UN-registered vehicle the 20-30 minutes to the closest Enterprise location and risk getting pulled over and having my car towed, if not worse! So instead we wound up paying even more by taking a cab for the 30-minute drive to Enterprise.
My husband and I decided to just go to Enterprise and work it out ourselves, since all we've received from Day 1 has been lies and dealing with completely rude and incompetent staff. At one point, yesterday during all of this back and forth drama and lengthy conversations with DISGUSTINGLY RUDE and INCOMPETENT STAFF, the Carvana rep on the phone was yelling at me, LITERALLY (whomever is reading this...I encourage you to pull the phone call between us and your company to learn of this yourself), screaming over my voice so I couldn't get a word in. Once we got to Enterprise, the manager said no one from Carvana had called them at any point that day thus far and he didn't appreciate Carvana putting words into his mouth, that were not only unauthorized, but were lies. It turned out they had plenty of SUVs. After receiving a call from a Carvana Manager, it took about 30 seconds to upgrade us to the larger vehicle to suit our needs, but that we still needed to pay the deposit. Carvana has now taken over a $6.000 down payment and 2 months of car payments from me...and all I have to show for it is an SUV sitting in my garage that would be illegal for me to drive. And they STILL don't have an ETA for me for my registration!
Bottom Line: No, I would not recommend this to a friend
