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

Please take a note from my experience with Carvana. Do NOT finance through them. Their financing company, Bridgecrest, is horrible.

I paid off my loan with them on June 2, 2018, and on July 12, 2018, I still have not received my title. And now, the financing company is blaming Carvana for losing the title. I was told today that since they have not received the title yet that they are going to do a lost title, duplicate request, which will take three to eight weeks to process.

I do not know who is to blame for this, but take this as an example to steer far away from Carvana or Bridgecrest if you plan on buying a vehicle. They are terrible.

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

WORST buying experience ever!!! I went through the process the week before and told the gentleman over the phone that I would not sign the Arbitration agreement. He said I could send in a registered letter, opting out, which I then did, but I told him I still would not sign the arbitration agreement and he understood, or claimed he understood why I would not sign.

I had financing set up and sat there while the gentleman talked to my bank, and I went ahead and got the vehicle on my insurance in addition to spending $6.50 to send the registered letter.

The following week, the driver calls me from the road to tell me she will be there shortly, but I still needed to go online and sign the contract. I went online and found the contract did not go through because I would not sign the part with the arbitration agreement. I then called Carvana and after a gentleman tried to talk me into signing, he then said just to let the driver know, and it should still be ok and I could get the car.

The car shows up in front of my house, and the driver tells me I cannot have the car without signing. The FREAKING car is sitting in front of my house! She then calls Atlanta, and the guy gets on the phone with me saying I cannot have the car without signing the arbitration agreement. He explains once again that I can opt out of it, which I understand, but I am not signing something I don't agree to. I told the gentleman that I had a printed copy of the contract and could give it to the driver, but he refused, saying it had to be done online.

It is ridiculous that I said from the very beginning that I would not sign the arbitration agreement and they went ahead and sent me the car. It should have never gotten that far. I can only assume that Carvana thought I would want the car so badly that I would go ahead and sign the arbitration agreement. Tacky, tacky Carvana!

My feeling is if you can opt out of the arbitration agreement, why don't they have a contract online without the arbitration agreement for those of us who will not sign it? I'm sure Carvana feels most people are not going to go to the trouble of writing out the letter and going to the Post Office to send it.

I also find it interesting that Carvana's Review page is closed, so I cannot share my experience there, but you can bet it will share it everywhere else I can!

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

I purchased a car on Carvana on July 8, 2018, paid the full amount in CASH, no financing, the money was transferred five days later, all documents have been verified, and I signed the contract.

Until this day, no one is able to tell me when and if I am ever going to get my car, despite the fact that one supervisor (I will keep her name off the records for now, unless they deny that this took place) told me that the deadline for them to have my car delivered is today, the 24th of July. They will say that I live outside their standard market coverage - this is not my problem, they knew all that when I entered my ZIP code. Secondly, they are offering me to drive either nine hours one way or fly for two hours to get my car - if I wanted to do that I could have bought the car straight from a dealership.

Despite many calls and attempts to get any constructive and close to the exact delivery date of my car, NOTHING!

I could not get through to talk to their senior managers, customer advocate director, and a member of their "so-called" Executive Resolution Team, had me on hold for 30 minutes? Doing what, I do not have a clue.

…to be continued.

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

I had my car delivered yesterday. Wonderful experience up to that point. However, I noticed that the GPS did not work this morning. Called Carvana and was greeted by two condescending "advocates." I learned it might be under warranty, but I'm on my own to find a repair shop and have it fixed. Their solution was to return or trade the car if I didn't want it repaired. WHAT AN INCONVENIENCE! I would never use Carvana again, and my husband and I are both executive level professionals. You had better believe that I will shout out to as many people as possible that this company is fret with bad customer service and too many employees who don't value their customers!

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

I was interested in a VW Touareg Diesel and trading in an Audi for the Touareg. I started the purchase process but had several questions about the Touareg related to the VW diesel recall. I spoke to three different people who couldn't answer any questions about whether or not the Touareg had received VW's remedial service and extended warranty per court settlement. Each time no one responded, and I had to call back. Emails to customer advocate didn't receive a response.

I asked that Touareg be placed on hold while they tried to find out answers. The car was on hold for one day but no answers about remedial service. The car came off hold and sold to someone else.

I couldn't get any help or accommodation regarding a comparable replacement vehicle. Just like any other car dealership, they wasted my time and they will waste yours.

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

I wanted to look over cars on Carvana website, all I got was emails and phone calls from every dealership from Toyota Honda. I had to delete everyone and put a voicemail on the phone telling them to stop harassing me. I wanted to shop and not be bugged, so Carvana is no different than Carfax, they do the same thing.

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

A friend of ours referred us to Carvana. That is when the nightmare started. We entered all of the needed information in the system and received the confirmation with the first offer, pending income verification. We sent in the requested pay stub (the company we work for is a non-profit and doesn't provide direct deposit). Apparently the incompetent underwriting staff at Carvana "assumed" the income verification provided was not adequate and asked for the "canceled" checks to match the check stubs provided, implying that the check stub provided was fraudulent. We sent those in as well. The underwriting staff calls and changes the terms of the agreement giving us our second offer because we are contract employees who receive a 1099 and not W-2.

We verified that we are regular employees and receive our W-2 at the end of the year, and we asked where they received this information, and we were told that due to the check stubs not having a YTD amount it was "assumed" that we worked contract status. The underwriting staff then went back and recalculated and gave us yet the third amount for the car we selected. At this point, we declined to do business with Carvana. My suggestion for Carvana is to hire competent staff that does not make assumptions about customers honesty based on the spelling of their name. It makes no sense that we should receive three different amounts with the same data. I am wondering if our name was not "ethnic" and was as nondescript as "John Smith," if we would have received the same poor customer service?

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

Bait and switch alert! They did not honor the APR terms that I got in the pre-qualification process, I reserved a car 12 days later and they just changed my terms, raising the interest rate by %2.2. They refused to honor the initial financing terms. They did not listen to reason, I talked to two customer care advocates, that just focus on what is best for the Carvana, and did nothing to help nor keep me as a customer, they rather let you go shop for a car at CarMax that keeps a happy customer. After this experience, the Shark Tank car dealer feels better. At least you know in advance that they are going to do.

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

I bought a Chrysler Town and Country Limited Platinum for my wife using Carvana. We have two toddler-age children so looking for a vehicle is time intensive. I thought it would be easier than buying from a dealership. That was a big mistake.

I never took delivery of my van. Carvana said that I needed to have the VIN number of the vehicle appear on my insurance policy, but that is not how my insurance works. I travel all over the world for work. I have an umbrella policy that covers me against injury, property damage, and underinsured motorist for $500,000.00. They refused to leave the vehicle, so I refused their transaction and promptly canceled the transaction online. They could not understand that the vehicle would be covered once I took delivery but I was not able to insure a vehicle that I had not accepted without pursuing an additional policy. The reason why I purchased the insurance that I have is to prevent liability confusion. I can drive any vehicle anywhere and be covered.

Thanks, Carvana, for ruining my weekend.

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

This was the absolute most horrific experience in my 40 years of purchasing vehicles. And I actually purchased two from this organization.

From the first click to purchase the first vehicle to the final step of registration of my vehicles, it has been a nightmare. Mostly when a human was involved. I would suggest they review the hiring practices and profiles of individuals they on-board. They are well versed in making excuses and blame fixing while treating their customers as idiots.

I would never suggest anyone follow my misery with this company. DON'T do it, no matter how they flower the conversation! It is exhausting working with any of the resources you speak with...full of excuses and flowery words with no ability to support the customer needs, even when the company resources are found to have dropped the ball. They are well versed in covering the truth of shortcomings in their resources.

I give them one star because there is no lower scoring mechanism provided.

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

Carvana continues the run around on repairs. I have sent numerous estimates with requirements and they keep adding additional things for approval. They do this until you are past your 7-day window. It was nice not having to deal with a dealership, but at this point, I would rather have to deal with that on the front end rather than having to constantly contact the company to try and make things right. Carvana makes no effort on their end once delivery is complete.

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