Carvana Review: How It Works, Warranty, Financing, Returns

By Zina Kumok
Updated on: Feb 11, 2020

What Is Carvana?

Carvana is one of those ideas that sounds truly futuristic. If the writers of Back to the Future wanted to show Marty McFly buying a car in 2020, they probably would have cooked up something like this.

But like early touch screen devices that barely worked and cheap Bluetooth speakers that never seem to connect, “futuristic” doesn’t always mean “better.” So how exactly does Carvana work, and how does it stack up against the traditional car-buying process?

How It Works

The idea behind Carvana is relatively simple: you see a car, buy it, and receive it. Customers scroll through a selection of vehicles on a phone, choose the one they want, pay for it and choose a pickup option. They can either opt for home delivery or go to one of Carvana’s giant “vending machines”.

The main difference between Carvana and the traditional car-buying process is that you don’t have to go to a dealership and spend hours talking to a salesperson. There’s no negotiating, and most of the important steps happen online.

HighYa staff member J.R. Duren recently used Carvana to buy a car. He said Carvana had reasonable prices, and it was a much easier transaction than going to a dealership.

Car Selection

Like other major car-buying sites, Carvana has a wide selection ranging from the classic Toyota Camry to the impressive Tesla Model X. One significant difference between a car dealership and Carvana is that the latter doesn’t stock new cars. There are many lightly-used vehicles with a few hundred miles or so, but you can’t find a brand new car with only a handful of test-driving miles.

Carvana has gas, hybrid and electric models. Their search system includes filters such as total price, monthly payment, year, mileage, body type, engine and drivetrain.

Additional filters include features like:

  • Rear view camera
  • Blind spot sensors
  • Park assist
  • Keyless ignition
  • Leather interior

When you search for a car, Carvana will ask for your location. Some cars won’t be available near you and will have to be delivered. There may be a delivery fee associated with this. Some cars are available at a vending machine, so you can drive to pick it up without paying a delivery fee.

Because consumers have to pick a car without looking at it in person, Carvana offers a 360-degree view of both the car’s exterior and interior, as well as photos of imperfections such as scratches and dings. Every car that the company sells is accident-free and has gone through a 150-point inspection.

Cost and Financing

Carvana has its own financing department, so you can buy a car and get an auto loan at the same time. Potential customers can pre-qualify to see their interest rate before looking for a vehicle. This only counts as a soft inquiry on a credit report and won’t damage their credit score.

To pre-qualify, Carvana will ask for your name, date of birth, address and annual income. Then you’ll have to provide an email address and password to create an account. By signing up for an account, you agree to receive texts or phone calls from Carvana reps and their financing subsidiaries. Unlike traditional car dealerships, they don’t seem to be overly aggressive in reaching out.

You’ll get an email when the qualification terms are available, which can be found in your account settings under “Financing.” Terms will include the interest rate range, minimum down payment, and maximum loan term. There’s no basic range of interest rates on the Carvana website, so your best bet is to get pre-qualified.

Pre-qualifying may be useful as a baseline to compare to other banks, credit unions, and lenders. You can use the Carvana information to negotiate interest rates with other lenders.

Carvana has no credit score requirement for borrowers, but there is a minimum annual salary of $10,000. They claim to work with all types of credit scores, except for borrowers with bankruptcies on their records.

Carvana does not allow co-signers on auto loans that it initiates. If you use a third-party lender on a Carvana car, you may have a co-signer for that.

If you’re interested in buying a car and want to use outside financing, Carvana recommends that you already be pre-approved or fully approved before choosing a vehicle. They’ll ask for the lender’s information when you select a car, so you’ll need to know how much you were approved for.

What sets Carvana apart is the fixed price on every car. There’s no haggling or going back and forth with a shady salesman. This is a huge advantage for people who hate negotiating, but it’s a drawback for those who love the thrill of getting a good deal.

Trade-Ins

Like most car dealerships, Carvana accepts trade-ins and applies that value toward the final price. Even if you’re not buying a car, you can still sell your vehicle to Carvana.

First, you’ll input some basic information about the car and get a quote. Like their car-buying process, Carvana does not allow customers to negotiate the trade-in value. If they say your car is worth $2,000, you’ll only get $2,000.

To sell a trade-in, you must live within a local delivery zone. You can find a list of Carvana's locations here.

If you live outside of a local delivery zone, you won’t be eligible to trade your car in. Carvana outsources its long-distance deliveries to a third-party which is not authorized to pick up your vehicle, so all trade-ins must be local. Your only other option is to sell it on Craigslist or at a local dealership.

If you trade in your old car and change your mind about the vehicle purchased through Carvana, you can get the old one back within the seven-day return policy window.

If you have a current loan on a trade-in vehicle, you could run into trouble if the amount you’re getting from Carvana is less than the remaining balance. This is known as being underwater on your loan. You’ll have to pay off the remainder before trading the car in. Paying off your loan may be similar to what most dealerships would require.

Warranty

Carvana offers a complimentary warranty that’s good for 100 days or 4,189 miles, whichever comes first. This warranty includes roadside assistance and covers basic and powertrain parts. A small copay is due when opening a warranty claim.

The Carvana warranty is much lower than what you can find if you’re buying directly from a dealership, especially on a certified pre-owned vehicle. This is one of the major downsides to the service. Customers can purchase an extended warranty directly from Carvana, as well as gap insurance coverage.

Pick Up and Delivery

Carvana provides free delivery for customers who live in one of Carvana’s local markets, which are located in more than 25 states. Carvana is located all across the country from California to Massachusetts.

They’re also willing to meet in the middle if you live near one of their local markets, but you have to call them directly to arrange this service. It’s not clear from the website how far you would have to travel to pick up the car.

If you can’t meet them halfway, you can also choose to have the car delivered. The delivery fee varies, but is generally between $199 and $1,000 depending on where you live and where the car is coming from.

A third option is to buy a one-way plane ticket to a city with a Carvana vending machine, pick up the car and drive it back. Carvana will reimburse up to $200 for the flight and transport you from the airport to the vending machine. The reimbursement will be sent via check after the seven-day return policy window has closed.

Another major Carvana perk is that they take care of registering the car for you, as long as your state allows it. This can save the buyer a lot of time and hassle, especially if their local DMV branch is poorly-run.

Returning Your Vehicle

Carvana’s return policy allows customers to return a car within seven days. Any down payment will be refunded, but the delivery fee is always non-refundable.

Customers may drive up to 400 miles within the seven-day period, after which they’ll be charged $1 per mile. Carvana won’t accept a vehicle if it’s been modified, damaged, or changed in any way. Any accidents will also negate the return policy.

Shoppers can return the car and exchange it for another, which will also come with a seven-day return policy. Carvana allows customers to return a car up to three times, but the third vehicle will not come with a return policy.

The Bottom Line

Carvana’s appeal is simple: you can buy a car without talking to a salesperson. Anyone who doesn’t have hours to spend at the dealership or who feels uncomfortable talking to salesmen may prefer this remote car-buying experience.

It’s wise to get your own financing offers at a bank or credit union instead of blindly accepting Carvana’s terms. You never know what kind of interest rate a different lender may offer, and the difference could save you hundreds.

If you’re the type of person who loves negotiating and doesn’t mind spending hours shopping for a better price, you’re likely to get a lower price by looking at local dealerships and making them compete for your business.


Customer Reviews

Start your review of Carvana:
  • 515 Customer Reviews
  • 28% Recommend This Company
2.2 out of 5
5 star: 20% 4 star: 3% 3 star: 6% 2 star: 12% 1 star: 57%

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  • Bad car deal

    • By John Jones,
    • Ohio,
    • Aug 6, 2015
    Overall Experience:

    They are shady after a week of waiting to get my delivery date. 2 days before set delivery I was informed the car had been sold to someone else. Still waiting to get my money back.

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


  • Bad Brakes

    • By Tycen,
    • Fort Worth, TX,
    • Sep 12, 2015
    • Verified Reviewer
    Overall Experience:

    Though I really loved the car buying process and the price they gave me for my trade in, I purchased a Nissan Pathfinder from Carvana and after driving it for a few days, noticed the brakes locking up on making the car extremely unsafe to drive. It's in the shop right now and Carvana says that they'll pay for the repairs. However, the fact they sold me a car with an obviously defective brakes is of big concern to me and feel like I purchased a lemon rather than a peach.

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


  • Excuse after Excuse

    • By Corbin Lamar-Reynolds,
    • Macon, Ga,
    • Oct 9, 2015
    Overall Experience:

    Where do I start? How about that I know 2 people that bought a car from Carvana and didn't have to go through the ringer like I did. So I'm only 20 years old and I make well over 50k a year. I work 3 jobs and I'm a full time student; online. So like anyone else, I picked a car and started the process. I submitted all documents as asked. Once I submitted all required forms I received a phone call from Carvana. The lady on the call told me that they verified my insurance and my license, however, they couldn't verify my income. I was taken back by the statement. What do you mean you can't verify? You have 2 check stubs as asked. She told me she needed to call an office phone. I told her my supervisor doesn't have an office phone, he's mobile. He travels from store to store and has a company cellular phone. She said we have to speak with him on an office phone.

    So at that point I was like, I'm guessing she went deaf when I said he has a company cell phone. He doesn't work in a direct office​. After I got that through, I had to get her to understand that my company is very confidential when it comes to pay. She was not hearing it. She basically tried to tell me what is done, as if she works there. Hmph! Anyway, so she took down his name and number. She called him on a Sunday when no one for our company is working. However, she was able to reach him, keeping in mind it is a company cell phone which he's able to use at anytime. So she was able to verify the information that was needed. Hours later I gave a call back to get an update and the lady says we have to verify your employment. Again, I'm confused. I ask didn't my Manager do that? She basically says that his verification wasn't good enough.

    At the moment I was so over Carvana. I called them back and just cancelled the purchase because I didn't expect such a big hassle. I was telling so many of my peers and family about Carvana they was considering it. Unfortunately, I will not let them have to go through the same. I'll tell them it's easier to use a local dealership. For anyone reading this I suggest you use a local dealership.

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

    • Sep 26, 2016

      Company Response from Carvana

      Hello Corbin,

      Thank you for reaching out to us to let know about your experience. We take our customer’s complaints very seriously and are very sorry to hear that you did not move forward with your purchase.

      Our Underwriting team is responsible for verifying all required documents before a loan can be approved. Through this process, one of the steps involved is to verify employment. Per our underwriting guidelines, the employment verification needs to be done on a company landline phone. Our employment verification consists of verifying the start date, hours worked as well as the annual income. In conjunction with an employment verification, we would then request 3 months of bank statements showing the direct deposits into your checking account if applicable.

      Customer service is something that we value and we are very sorry to hear that we missed the mark during our verifications process. Our reputation of providing positive experiences and quality service is essential to who we are as an online dealership. Again, we are sorry for any miscommunication and lack of customer service. If you have any additional questions, please feel free to reach out to our Customer Advocate Team at 1-800-333-4554.

      Sincerely,

      The Carvana Team


  • Misleading and not informative!

    • By Ebony Jenkins,
    • Fayetteville, TN,
    • Feb 10, 2016
    Overall Experience:

    I knew it was to good to be true. I got financed through Carvana. I picked the vehicle that I thought would work for me, and sent in all the information that Carvana would need to purchase the vehicle. Then, since no one had reached out to me, I decided to reach out them, but only to find out that I would have to have insurance on the vehicle that I'm test driving, and need have my down payment within 24 hours of delivery! I knew right then that it's a scam. Nowhere does it say this on their website, even when it congratulates you on purchasing the vehicle.

    So now I'm going to have to change my bank account number first thing in the morning, it was a good thing I didn't request to take a day off from work. Oh and there was another thing that made me wonder, which was that they have an underwriter that will review my purchase. So that mean the down payment, monthly payment, and finance charges may not be what it says on the website! I am very disappointed, and told my friends and co worker about this website. It's a scam.

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

    • Sep 26, 2016

      Company Response from Carvana

      Thank you for your feedback. We take our customer’s complaints very seriously and are very sorry to hear that you felt uneasy about the underwriting process. As a part of our underwriting process, we require that our customer’s send us their current proof of insurance so we can confirm they are covered. In the event that our customer does not have insurance, we do require they reach out to an insurance company to obtain a quote for the vehicle they are interested in purchasing. Our customers are then required to show valid proof of insurance at the time of delivery showing our vehicle has been added. The reason for this is to ensure our collateral is protected during the 7-day test drive period.

      We process the down payment through an automatic clearing house (ACH) withdrawal. Because this is a part of our purchase process, we confirm funds by doing a three way call with the customer and their bank to ensure the funds are available prior to delivery. Additionally, we have made every attempt to ensure that the expectations for the funds verification process are clearly stated on our website, which our customers will find on the funds verification screen: “For your security, we do not store your account information and will request it again during our verification process”. Once the vehicle is delivered to the customer and they choose to accept the vehicle, the funds are then submitted. We do not withdraw any money from our customer’s account until the vehicle delivers.

      Carvana aims to be as transparent as possible with every purchase. We regret to hear that your experience with us was less than ideal. We would love to invite you back to our website in the future. If you have any questions that we can assist you with, please don’t hesitate to call us at 1-800-333-4554.

      Sincerely,

      The Carvana Team


  • Misleading telephone calls, unanswered questions, unexpected delays

    • By Doug,
    • Atlanta, GA,
    • Mar 22, 2016
    • Verified Reviewer
    Overall Experience:

    After delivery was delayed due to a part needing replacement, I got different answers when I was able to speak to a representative. They would not communicate via email, and despite three different CSRs promising to answer whether or not the repair would be covered under the manufacturer warranty, I never received a follow up call or email to answer the problem.

    The website never updated the delivery date, so while the website said the car would be available three weeks ago, I just got a call saying the car is now ready to be picked up.

    Still no answer on if repairs are covered, website still out of date. Canceled my order with them in disgust.

    Bonus nitpick. In my account page, it shows all the credit check info at the top of your page, including income, date of birth, address, etc. Very insecure to have that in plain text, and why? What purpose is there in having that on your page? You already know all that and might not want it in plain text cached in your browser history.

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


  • Buyer Beware: Carvana DOES NOT disclose RUST.

    Overall Experience:

    Purchased a used 2013 Dodge Dart from Carvana in December of 2015. The more I look for rust the more I find it. The service manager at local dealership took pictures while it was just on the lift and emailed them to Carvana without me even asking. Under the dashboard all metal linkages in footwell are rusted, inside the TRUNK AND UNDERNEATH TRIM (I pulled it back). The rear seat brace is rusted as well as the cross bar. I noticed the first bit of rust when car was delivered and a wire was dangling out from under the dash on the clutch (it's manual). Guy says "it was like this when I picked it up". The trim under the dash is being held up by a rusty binder clip. At first a rep on the phone said they don't sell cars with rust and that it would and could be replaced. This week it seems they've changed their minds. And I'm stuck with a vehicle that has rust EVERYWHERE. So disappointed. If I test drove a car and spotted rust - NO BRAINER, plenty of cars to choose from. I would not have purchased this vehicle if I knew it was rusted from the inside out.

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

    • Sep 30, 2016

      Company Response from Carvana

      Hello Michael,

      We would like to thank you for taking the time to provide feedback about your experience with Carvana. As part of our 150-point inspection, we always check our vehicles for rust and can assure you that we do not sell any vehicles with embedded rust. Many vehicles from the Northeast do have some traces of surface rust present. Since surface rust does not impact the operation of the vehicle, we certified your vehicle as part of our inspection process. We are truly sorry to hear that you were disappointed with your purchase. As a good faith gesture and to resolve your concerns regarding the rust on the vehicle, we made arrangements to pick up the car and paid off your remaining loan balance with GO Financial. It is never our intent to mislead our customers during the purchase process. Our number one goal is customer satisfaction and we are extremely happy that we were able to resolve this situation. If you have any additional questions, please feel free to contact us at 1-800-333-4554.

      Sincerely,

      The Carvana Team


  • Unethical business practices

    • By Cameron,
    • Nashville, TN,
    • Apr 17, 2016
    • Verified Reviewer
    Overall Experience:

    First, the website and purchasing process was mostly simple and painless. I actually enjoyed it! However, after completely filling out the purchase form I was called and told that I needed to give my banking information over the phone (even though I already provided it on the purchase order form). I assumed it was a scam call so I called Carvana back and learned that it was indeed them. They explained that they needed it to verify my account balance, which I understand, but the level of risk associated with doing so is extremely high as a consumer. I called my bank to explain the situation (Bank of America) and the bank told me that what was being asked of me was unethical and risky.

    They advised me not to do this. So I called to cancel my order and was told that I couldn't receive any written confirmation as to the cancellation of my order!!! So, now I have to go on faith that a 5-figure sum doesn't accidentally disappear out of my bank account. None of this "extra" info is specified in writing anywhere. It is only brought up after you have given them your bank account info on the website to purchase the car. It's like, “Oh hey, all of a sudden we need you do provide this”.

    I can't say that the company isn't legitimate, because there are a lot of written articles about how they are legit, but how can they treat a customer this way BEFORE a purchase and how can I to have good faith in them after the purchase (during the trial period) that they will follow through on their promises? Have you ever purchased something online using a secure, encrypted payment system only to have the store call you and say “Please read me your banking routing number”. Anyone who goes through with this is just asking for your identity to be stolen. A company who doesn't have the foresight to see how unethical this is probably doesn't have enough ethics to provide a quality product anyway. I'd advise against purchasing a vehicle from Carvana based on my experience.

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

    • Sep 8, 2016

      Company Response from Carvana

      Cameron,

      Thank you for providing this feedback to us. We take our customer’s complaints very seriously and are very sorry to hear that you felt uneasy during the funds verification portion of our process. In order to verify customer’s down payments, we typically perform a conference call with our customers and their bank to verbally that the payment amount is available for withdrawal. We feel that it is important to note that this step can be bypassed by providing a copy of a certified check for the full payment balance, should customers feel uncomfortable. Additionally, have made every attempt to ensure that the expectations for the funds verification process are clearly stated on our website, which our customers will find on the funds verification screen: “For your security, we do not store your account information and will request it again during our verification process”. Carvana aims to be as transparent as possible with every purchase we regret to hear that your experience with us was less than ideal, and truly apologize that no written confirmation of your cancelation was not sent. It is our practice to always send a personalized email to our customers when cancelations take place, and we’re truly sorry to hear that we missed this opportunity. We have provided feedback to our team to avoid this from happening in the future, and would love to invite you back to our website in the future. If you have any questions that we can assist you with, please don’t hesitate to call us at 800-333-4554.


  • The place is a joke.

    Overall Experience:

    This is a joke. We had everything set up to be delivered. I was also approved but then a few days before delivery, they come across a problem with the car and it was going to take a few extra days

    Okay, that's fine but then a few days they tell me that I don't make enough money so the payment is going to double. What kind of BS is that? Don't waste your time with this crap because it looks like another scam company wanting to charge over $31,000.00 for a 2013 Kia Soul.

    I love the discrimination of the less fortunate (sarcasm). If I make a boat load of money, I can get better payments and pay a lot less money in the long run than if I had very little money they charge you double the amount. This crap should be illegal. A $12,500.00 car goes to $31,000.00 + is criminal.

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

    • Sep 30, 2016

      Company Response from Carvana

      Hello Stephanie,

      Thank you for providing us your feedback regarding your experience with Carvana. We are truly sorry to hear that we did not meet your expectations. It is never our intent to have our customers go through inconsistencies during the purchase process. As you mentioned, the vehicle was delayed due to exterior cosmetic damage. We pride ourselves on our delivery process and the condition of the vehicle inside and out. Our number one goal is to ensure our vehicles are in the best condition possible before delivery.

      As a part of our Underwriting guidelines, our underwriters are required to review all income documents that are submitted to ensure the amount of income verified matches the amount submitted on our website. If for any reason we are not able to verify the annual income listed, our underwriting team will reach out to our customer to determine if there is any additional income that can be used in order to verify the amount provided. During this process, if our customer is unable to provide us with additional income, we must update our system to reflect the annual amount we were able to verify. Many times this can cause our customer’s terms to change. As a result, our customer may have a higher down and monthly payment, which is what happened in this case. It is never our intent to have our customers feel as if they have been discriminated against. If you are still in the market for a new vehicle, we would love to have you revisit our website at www.carvana.com. We would like to thank you again for taking the time to write-in and provide us with your feedback. If you have any additional questions, please feel free to contact us at 1-800-333-4554.

      Sincerely,

      The Carvana Team


  • Bait and switch scamvana

    Overall Experience:

    Loved the idea of buying a car online without the hassles of visiting car lots. Plus you have 7 days to return vehicle if unsatisfied. I entered in my personal info so they could give me my APR finance rate and any down payment. There were a lot in my preferred price range with no money down. Score!

    So I took about a week, reviewing hundreds of cars and settled on a 2014 Hyundai Sonata 2.0t for 16,500. Added the extended warranty and placed the order. The day before it was to arrive, Carvana contacted me and asked me to send them copies of my social security card front and back, which I did.

    Then Danielle, a Carvana rep called me and said I must have mistyped my SS#. The last digit was off, so they ran a credit report on some other lady, and I would now need a down payment of $500. No problem, so I gave her my bank routing and account number for the transaction.

    Danielle then congratulated me and told me to have proof of insurance and my license handy when car was delivered. Ok, I said. Then I asked her, "Well, listen Danielle since I am putting a down payment on the car now, what will that make my monthly installments? I'm sure it won't go down by much, but you know, a penny saved is a penny earned" - my exact words.

    Danielle says, "Well, with the down payment and the APR of 7.76%, your payments will be $309 a month." That was higher than my original payment schedule. And the APR went up from 6.3% I did the math while on the phone with her, and they were trying to jack me for another $1000.

    Two things:

    1st. If I hadn't asked what my new monthly payments were going to be I would have never known they had adjusted the APR by one and a half basis points, until and only when I either got my first bill or if I caught it on the paper work when car was delivered.

    2nd. And this is the worst. Their claim that I had mistyped my SS# was a downright lie. You see, I went to show my father the car on Carvana website this morning, but it wasn't showing the car as sale pending. So, I clicked on (my account) to see if everything was ok with the sale. It just showed my personal info, name, income, last 4 digits of social, etc. And guess what, the SS# was correct. This occurred before I was notified there was an issue with the SS#. I still have the screen up on my computer at work.

    Look elsewhere for a car.

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

    • Sep 26, 2016

      Company Response from Carvana

      Kevin,

      Thank you so much for your review and feedback about your Carvana experience. We truly apologize for the misstep and lack of communication on our end. We believe in a stress free and transparent process and in this instance we fell short and truly regret that. We are happy to report that we have since been in full contact and were able to resolve the situation. We hope you enjoyed the remainder of your Carvana experience and your vehicle. Please reach out to our Customer Advocate team if there is anything else we can do for you at 800-333-4554.


  • Too good to be true

    • By Josh Dale,
    • Richmond, VA,
    • Aug 12, 2016
    • Verified Reviewer
    Overall Experience:

    I will give you a detailed post from my personal experience with Carvana. I called Carvana about a 2013 Chevy Silverado that they had for sale. I saw on CarFax that it had came from New York. Red flag right there. The first thing I asked is if this truck had rust. They told me no over the phone and assured me they only purchase outstanding vehicles for their inventory. I saw some very minor scratches from their report also which was fine. So, the truck was supposed to be delivered to my house 3 weeks later. 2 weeks I receive a call saying they found a rust spot in the bed (red flag number 2) and said they were 'meticulously repairing it'. So, it was another week late.

    Eventually, the truck arrives at my house and the first thing that catches my eye is the rust on the frame. I lift the hood and see nothing but rust on the engine. I told them to take it back and was angry that they wasted my time since the first thing I did was ask a out rust. I threatened to ream them with bad review and instead the person who dropped it off promised me they would scrounge the market to find me a replacement truck. That they would either give me a rental until they find a truck or they will pay me $50.00 a day until they find me a truck. That person lied to me and could not back up their promise.

    After going through three levels of management they said they would check their inventory and get back to me. They found a more expensive truck ($5,000 more) and they only offered me a $250 discount. Their salesmen are extremely nice but this company has major issues and I would not recommend them to anyone looking for a new car.

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


  • Terrible Experience

    • By Brandon W,
    • Texas,
    • Sep 28, 2016
    • Verified Reviewer
    Overall Experience:

    I really wanted Carvana to work out, because the shopping and buying experience is clearly superior.

    However, they are clearly failing to adhere to their 150 point inspections on vehicles. I ordered one car, and was later informed they couldn't deliver on time because they would need to replace the climate control system. I swapped out for another car, and they then AGAIN informed me they would need to push the delivery back by 2 weeks so they could replace brake pads and rear tires. This is completely absurd.

    At this point, I really don't have any faith in Carvana's capabilities as a dealer.

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

    • Sep 30, 2016

      Company Response from Carvana

      Hello Brandon,

      Thank you for providing your feedback regarding your experience with Carvana. We do sincerely apologize for all the inconsistencies and inconveniences you had to endure during your purchase process. It is unacceptable for any of our customers to have to go through these hassles during the Carvana buying experience. As you mentioned the vehicle was delayed due to a failed pre-delivery inspection. We do put all of our vehicle’s through a final 150-point inspection before delivery to make sure every vehicle is in the best condition possible prior to delivering them to our customers. Unfortunately, an issue was identified with your vehicle and needed repairs causing a delay in your delivery. We are truly sorry that we did not maintain better communication about the repairs and delays. Additionally, you had to deal with another failed pre-delivery inspection on a different vehicle. Both of these issues should have been identified prior to the sale of the vehicle. We are working to better improve our processes so that this does not continue to happen. Thank you again for taking the time to provide us your feedback about your experience. Please let our Customer Advocate team know if there is anything else we can do for you at 800-333-4554.

      Thank you,

      The Carvana Team


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