Summary
Carvana’s all-online used-car purchasing process allows you to choose a car online, get financing and have the car delivered directly to your home.
Posted on Sep 23, 2020
Bought what I thought was my dream car, Audi A6. Little did I know I would be paying out of pocket so much for basic things that should have been done before selling this vehicle! It’s been in the shop 5 times in the last 3 months, so far over $3000 in repairs. Now I’m laying for breaks $1200, in which I told the Audi dealer 5 days after I bought it because of noise.
Length of Use: Less than 3 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
Delivery
Quilty of vehicle
Customer service
Company Response from Carvana
Sep 25, 2020
Carvana prides itself on providing our customers an exceptional car-buying experience, paired with high-quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money-Back Guarantee, however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100-day/4,189 mile warranty paired with a 7-day money-back guarantee for an additional peace of mind, but we are very sorry for the frustration we have caused you. With the information provided, we are unable to locate your account. We recommend getting in contact with SilverRock, our warranty provider, to help resolve your concerns. You can always chat with us 24/7 or call us at (800) 333-4554 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.
Posted on Oct 3, 2020
Love the idea, hate the experience. Buying the car is a breeze. Day of delivery I get texts stating delivery delay. Texts on my phone ring my phone so this woke me up since I am on the west coast. Call into Carvana and they say they do not call before 8 am for the west coast but apparently automated texts are ok. They say that is how it works and deal with it. They cannot give me any information as to the delay or work performed on the vehicle I bought. I will be canceling the order.
Length of Use: 6–12 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
Ease of purchase
Customer service is horrible
Confirmed deliveries mean nothing
Lies
Company Response from Carvana
Oct 6, 2020
Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent, as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. Please know that teaching our Advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Your feedback will help us do just that. After reviewing your account, we see that our Delivery Resolution Team has been offering their assistance. Please feel free to continue working with the Delivery Resolution Team until your delivery day.
Posted on Oct 5, 2020
If the vehicle is not at a local "vending machine," do not try and purchase the vehicle. They have canceled delivery of our chosen vehicle three different times putting us out for FIVE weeks. They only called and told me about the first cancellation less than 12 hours before it was scheduled to be delivered. The second cancellation was only communicated to me because I called them. The third cancellation came three days before the vehicle was slated to be delivered. Three days...and the vehicle was only coming 250 miles away. If I have received "priority status" and have been passed to the delivery conflict resolution department twice, why can't they have the vehicle driven 250 miles within the next 72 hours? Instead, it will be yet another week's time before we are even expected to have it delivered.
Dozens of promises and "sure-things" have been broken by this company.
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
No “pros” were specified in this review
The faulty delivery function
Company Response from Carvana
Oct 8, 2020
Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are very sorry to have inconvenienced you.
Posted on Oct 22, 2020
By far the worst company ever. It has been 2 months and I have not gotten my registration yet. Horrible customer service. They said the call is being recorded for quality purposes, guess what? Your employees working from home are worthless, keep telling people "we are going to call you back", and nothing. Obviously, no quality control whatsoever. Trash.
Length of Use: Less than 3 months
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
Oct 24, 2020
We very much appreciate you taking the time to let us know about your recent registration experience with us. Although we always desire the completion of the registration to be fast and smooth, sometimes things happen beyond the scope of our control that prevents this. We are working very closely with our third-party vendors to process our customers’ registration. Every state has different policies and procedures we must adhere to. Sadly, Covid-19 has slowed down our process considerably. We are very sorry you have been affected in this manner. In researching your account, we see your case is being handled by one of our registration specialists as the state completes it and sends it out to you. If you have any questions, please don’t hesitate to reach out to us at (800) 333-4554 or utilize our chat feature that’s available 24/7.
Posted on Oct 23, 2020
Ordered a 2013 Mustang that was "delivered" at midnight in August 2020. Never received paperwork from the delivery company. Three days later after many phone calls, I get an email with temp GA registration and "plate." This temp registration expired on September 25, 2020. Today is October 22, 2020 and as you guessed, no registration or license plates. I have called Carvana many times and after holding for 2 to 3 hours each time, I am told the registration will be coming and if I get pulled over to show then some ridiculous letter that Carvana had sent me in an email. I don't think the police will accept that. So now I pay for a car that CANNOT be driven!
Length of Use: 3–6 months
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
Oct 27, 2020
Thank you for taking the time to share your feedback with us regarding the issues you are experiencing with your registration. Every state has different procedures and requirements that we must follow when registering vehicles. Carvana wants to ensure we are providing every customer with accurate information regarding our registration process while working tirelessly to prevent any possible delays with processing the registration. With that being said, it is disappointing to hear that you have not had clear communication throughout the registration process. Carvana understands that your time is valuable and waiting on an extended hold is not ideal. Overall, your experience does not reflect the convenience and ease that we hope to provide for every customer. After further review of your account, we see that you have been in communication with a member of our Post-Sale Team to further assist you. If you have any additional questions, please reach out to us at (800) 333-4554, we will be more than happy to assist you.
Posted on Nov 4, 2020
Carvana was an awesome experience up until registration. Our temporary license plate is set to expire tomorrow (11/2) and I contacted Carvana on a status update to see where our permanent registration materials were, well, no information was available and all they could do is tell me they would upload another temporary license plate that would take 7-10 days to arrive. Mind you, they advised not driving the vehicle with an expired license plate. How does one get to work then? I received many different answers from different “advocates” and basically telling me I had to wait. I would not recommend them based on this experience.
Length of Use: Less than 3 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
Fast delivery
Quality vehicle
Registration delay
Rude customer service
Company Response from Carvana
Nov 5, 2020
Thank you for bringing your concerns to our attention. Carvana’s goal is to create a stress-free car buying experience and it looks like we missed the mark. We are working very closely with our third-party vendors to process our customers’ registration. Every state has different policies and procedures we must adhere to. Sadly, Covid-19 has slowed down our process considerably. We sincerely appreciate your feedback and patience as we work diligently in completing your registration. You can follow the progress of your registration by logging into your Post-Sale Dashboard for updates. As this can be painful to read, we are always looking for ways to improve.
Posted on Nov 10, 2020
Last update! Finally reimbursed me the cost of registration that they failed to do, so I will call it resolved.
Length of Use: 3–6 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
Delivery
Communication with customer
Posted on Nov 10, 2020
My delivery date was canceled the NIGHT BEFORE and rescheduled for an additional 10 DAYS. 10 DAYS. I rearranged my work schedule and am due to start a job the following day but now I have NO car for groceries or to bring my toddler back and forth. They sent the email an hour before closing. So I got a rushed agent ready to go home basically tell me with no remorse "things happe." I’m in tears. This has been such a stressful unfair process. I was told by the agent the car had arrived on time yesterday so what was the reason it could not be delivered? The agent went ahead without my permission and change my delivery date instead of leaving it to be fixed by another agent in the morning. You mean to tell me NO ONE can deliver the car before 10 days. NO ONE. The email was sent saying someone would contact me and no one ever did yet it was sent an hour before closing. How is this fair?
People wait on their cars for weeks and make plans to have a vehicle. I put everything I had for this deposit depending on this car to be told the night before I have to wait 10 days and I am in the local market. I missed work this weekend to receive this car. No compensation, no nothing. The reviews are very deceiving and I am not at all happy. As a single mother with a small child putting all my money together depending on this car - this was not fair. I waited for weeks to receive this car to be told to wait an additional 10 days. So between then and now I have no means of supporting myself and my child.
Carvana truly sucks. It seems like an easy-going way to buy a car but it is not. When I do receive the car I’ll be due for another insurance payment and have not even used the car...how is this fair? I cannot afford a rental. Had I know this, I would have not gone through Carvana.
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
No “pros” were specified in this review
Deceiving delivery dates
Nonchalant agents
No consideration for customers' time
Company Response from Carvana
Nov 12, 2020
Thank you for the honest feedback on your recent car buying journey. Here at Carvana, we aim to provide full transparency and hold ourselves accountable for any inconvenience that we may have brought upon you. It saddens us to hear that there was a delay in your delivery. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. After reviewing your account, we are pleased to see that you were able to call in and speak with the appropriate team to find a resolution. If you still have any questions or concerns, please feel free to contact us at (800) 333-4554.
Posted on Nov 15, 2020
Four months in and still no plates! Mysteriously "submitted to DMV" has disappeared off my dashboard and now it says "processing". I was told by a Kathleen in post sales that I should have my plates in two weeks, so I called on 11/9 to my tracking number. To my surprise, I was given a tracking number. I was happy and relieved but that was short-lived. When I checked the tracking number it was not for my plates. When I called back to inform them of their error upset, the rep did not care. I told them I was going to get legal involved and the rep hung up on me. My plates are days away from expiring and Carvana does not care! They continuously blame the DMV, when they are the ones being shady.
Length of Use: 3–6 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
No “pros” were specified in this review
Liars
Posted on Nov 26, 2020
Your response verifies my points. I have called the 800 number dozens of times and get the same response. The post-sales team member sympathizes with my issues and says they will check into it but later only sends an email (from a no-reply address) that there is nothing they can do. Incredibly poor service after the sale.
Length of Use: 3–6 months
Bottom Line: No, I would not recommend this to a friend
Posted on Dec 4, 2020
Found a car. Jumped thru all the hoops. Was told I was approved and the car would be there the next day. Gave back my leased car. Went back to the Carvana site and was told to call. The person I reached told me I had to provide around 6 more documents, told me my online sales did not count for my self-employed income! Bottom line: Refused to sell me the car after telling me I was approved. Had to buy the leased car from a dealer. Do not try to buy a car from Carvana if you are self-employed. Horrible experience.
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
No “pros” were specified in this review
False approval
Rejecting my income (bank accepted it for car loan)
Wise girl representative made fun of my business
Company Response from Carvana
Dec 9, 2020
Thank you for taking the time to share your feedback with us. As a new way to buy a car, we aim to take the stress and roadblocks out of the process, so we apologize for the amount of stress and frustration you endured, especially during the current state of affairs. As Carvana continues to grow and improve it is important for us to recognize where we drop the ball. We can assure you the proper teams have been notified of your experience to prevent this from occurring ever again. Please do not hesitate to reach out to us if you have any further questions or concerns at (800) 333-4554.
Our Promise to You
In order to safeguard you and ensure helpfulness and relevance, our compliance team manually assess every customer review before it goes live.
We have a zero-tolerance policy for fake reviews, and companies cannot control or alter any reviews at any time.
