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

Carvana does not live up to their claims. Please read to be aware of what you’re getting into.

I will say that the application and buying process was very easy. However, from form to delivery is a different story.

They promise next day or 2-day delivery and this could not be further from the truth. A few days after I placed my order online and had confirmed pickup for the car. I received a phone call from a rep as well as an email that I needed to fill out 2 more forms within the hour if I wanted to get my car on the delivery date. I dropped everything that I was doing during work that day to get this done. A few hours later they called me back and told me that I needed to fill out another form (which they hadn’t told me about on the first call), but since it was past their "deadline," my delivery had been delayed a few days. I filled out the form and rescheduled for the following weekend.

The next week the day before my "guaranteed pickup" I received another email stating that my scheduled appointment to pick up the car had once been delayed again. And they automatically rebooked me for a day that didn’t work for my schedule. I called once again to reschedule for the following week.

Another week rolls around and once again, the day before pickup they delay once again. From 2 days turning into 3 weeks from the final straw was enough for me, I called and canceled my order and rightfully so. The customer service was awful and not transparent. I would never recommend anyone to buy from here as it made me reschedule plans and jump through numerous hassling hoops all for nothing.

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

I have been buying used cars for over 50 years. I thought I would give you a try because I trusted your 150-point inspection. I took it to a dealer for a pre-purchase inspection expecting that it would pass with flying colors. The dealer found that the front end (both fenders, bumper, and hood) had been re-painted indicating it had been damaged or in an accident. The dealer estimated that cars that have been in accidents are worth 10-30% less. They also found that it was missing 2 panels underneath the car, the front rotors and brakes were rusted from sitting for a long time, and a number of codes had not been cleared from the computer. When I called to go over this I was told I could return the car but you would not negotiate the price. This business model does not work for me because I had spent time, energy, and money for the inspection to determine if the car was really worth $4-5k above its KBB value. You were not even willing to return the money I had spent on the inspection when it is obvious you had done a poor job inspecting the car. Worst of all, no one apologized to me for your mistakes and its impact on me!

The other thing that really bothers me is that even though I have called 3 times about returning the car and have a scheduled pick-up date, your website shows that I am keeping it and I have zero trust in you right now.

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

This company has been nothing short of a nightmare.

I wouldn't even tell my worst enemy to buy a car from Carvana.

Let's start from the beginning, shall we?

I purchased a 2016 Mazda CX-5 on 8/2/19.

The online transactions went smoothly but things began to fall apart when the delivery date came. I was scheduled to pick up my car on 8/2/19 at 4:00 pm at the Gaithersburg location. About 2 hours before delivery I received a call from Carvana saying that delivery would be delayed because the vehicle failed Maryland State Inspection due to the brakes. (FYI, the car was advertised as having brand new brakes.) I needed the vehicle on 8/2 because I was heading out on a road trip on 8/3 so this presented a big issue.

I chatted in with a rep and kept pushing the issue that they needed to get this resolved ASAP as I needed the vehicle for the 3rd. After a lot of back and forth with the chat agent I was told there was absolutely no way I could have the vehicle that day and the EARLIEST I could have it was 10 am on the 3rd.

I got a phone call around 5:30 pm from the Gaithersburg store saying my car was ready?! I live about 45 minutes from Gaithersburg and it was a Friday evening but I hopped in the car to get there before they closed at 7 pm. The guy I dealt with at the store was friendly enough and the car was fine so I thought we were good to go.

I inquired about transferring my registration from the vehicle I traded in and they said it would not be an issue. I had read reviews previously saying that the registration process was sometimes problematic but I tried to remain positive.

I was told that registration could take between 30 and 45 days depending on the STATE. The Carvana Owners Dashboard on their website had a countdown (I believe the countdown started at 30, could've been 45) of when you should expect your registration. Well, the time expired on the countdown and I contacted them asking what the deal was. The chat reps insisted that it's possible that MD is slower than other states when it comes to registration and that I shouldn't worry. According to the rep, all of my documentation was fine and they didn't need anything from me. I asked if it was possible for me to just go to the MVA and take care of it myself so I could be done with the waiting to which they responded that I could not because I financed through them so they had to do the registration.

On September 19th (48 days after purchase) I received an email from the registration department at Carvana asking me to provide proof of insurance because the initial proof of insurance had lapsed (my auto insurance renewed on September 16th). I was pretty peeved considering they specifically told me I would have my registration WITHIN a 30-45 day window YET this was just proof that they DID NOT EVEN SUBMIT THE PAPERWORK until I had the car for 48 days...(to make matters worse, I had to continue to carry insurance on the X-Terra I traded in until I got the updated registration...). So their constant responses I got blaming the state of Maryland were all lies. I submitted the proof of insurance and like magic, I got the registration 2 days later.

I thought I was finally in the clear but started receiving emails from the MVA saying they got a notice from my insurance company that I dropped insurance on my Xterra (the vehicle I traded in) and that my registration and license could be suspended for driving without insurance...I submitted the Bill of Sale to the MVA and followed up with a call. The MVA indicated that they did not have the CX-5 on record and that the XTerra was still showing registered to me but they said it can take 4-6 weeks for their information to update so I didn't worry too much about it.

This week (November 11) I received a letter from my insurance company stating that I no longer held insurance on my Xterra and that the MVA can suspend my registration and/or license because of it. I contacted the MVA on November 14 to inquire whether or not my CX-5 is showing registered to me...

Spoiler alert, it isn't.

They are still showing I have the XTerra. When I explained my situation I was told that the MVA could've returned my registration paperwork to Carvana due to missing information but they wouldn't have that documented so they suggested I contact Carvana. SO I contact Carvana and they tell me there is nothing on their end and the MVA probably screwed up and told me to call the MVA...again. So I did and man am I glad I did. I spoke with a titling specialist who indicated that she could see Carvana began the paperwork but never completed the sale. She said it could've been due to them not submitting the right funds with the paperwork or something else. The woman I spoke with escalated the issue to another person in titling to see if they had more insight on why the title was never completed.

I received a phone call from the MVA clerk, Lorrel (God bless this woman and her investigation skills) who informed me that Carvana never completed the transaction. The sale never happened...

I got back in touch with Carvana and explained to them what the MVA was seeing. I provided the name of the MVA clerk and her phone number if they needed further guidance. Lo and behold the Carvana people voided...yes, VOIDED the transaction...So a very long story short I have a car I've been driving around for months that apparently does not belong to me and has plates on it that used to belong to my Xterra...Basically a stolen vehicle...

I was told that they were resolving the issue and resubmitting the documentation immediately and that they would overnight my registration. That was yesterday.

Today Hillary from Gaithersburg called me to give me some more bad news. Her bad news is that the MVA is saying the registration was not submitted within the allowed 90 days of purchase, thus another inspection would need to be done. Hillary assured me she would call the MVA branch manager to plead her case but that's where we are right now.

I am at my wits end with this company. I explained to Hillary that I'm basically driving a stolen vehicle and if I were to get pulled over this could be a HUGE issue to which she replied: "yea that is a problem." I explained to her that this has been a nightmare since day 1 and I wished I never bought a vehicle from them to which she replied "well, this happened because of one small mistake." ONE SMALL MISTAKE!?

This company doesn't take responsibility for ANYTHING they do. I am honestly besides myself.

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

Horrible experience! I would never buy another car from them, or allow my family, my kids, or friends to purchase a car. The easy part was it's easy to get a car with them, hmm, wonder why? Got the car on October 21st, 2019, car arrived with a broken tail light that was never mentioned. I have made at least 25 calls to get this fix and FINALLY they approved it today, December 17th, 2019. BUT THAT'S NOT ALL! The driver seat back support button doesn't work now and all the lights flash in the car when trying to work it, ELECTRICAL ISSUE! BUT WAIT...THERE'S MORE. Two days ago the engine light came on, took it to Auto Zone and they guy was floored when he found it only had 38000 miles on it and told me there's an issue with the fuel line. OMG! WAIT..I have more...the car's main gauges are saying tire low but it's mentioning the wrong tire, and finally...the trunk makes a loud noise when opening from time to time...

So I called and spoke with a supervisor tonight, he was very professional when he told me I was screwed! I have owned 12 cars in my lifetime of 45 years old and I have NEVER had soooo many problems, I should have never purchased a car online. To add to the insult, someone there sent me directions to exchange the car last week, but they forgot to tell me it would cost about $9000 down, when the car I have now was more and I only put $300 down. I don't even want to pay any more payments for this car but I know they will repo it...Living in Chicago, with 5 kids, in the middle of December, you need a reliable car. What if my car stops while in this cold freeze is all I can think about now. I feel like a true idiot and everything I've said today is nothing but the truth, look at my Google review, no need to lie or exaggerate...

Carvana, you failed me and my family and I hope the car doesn't die on me with my kids in it, because I WOULD LOSE IT! They said they do a 150-point inspection, yeah RIGHT! LOL...a darn joke...WARNING, stay away and just go get a car from the dealer, you won't look like a darn fool like me and won't have to risk your kids' life!

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

I had a few minutes to see the ABUNDANCE of positive reviews on the site, and honestly am finding all these 5-star ratings "too good" to be true. It's almost apparent they are fake, and paid for.

My car arrives after 14 days of "shipping" (in October), with two flat tires. Just dropped off, no delivery whatsoever. Since it took such a long time to ship, my 7-day test drive had expired. After informing the staff several times about this issue, no one corrected the 7-day timeframe to my knowledge, nor offered to correct the two flat tires I sent pictures of.

Then, withheld my temporary plates for 14 days (which would not allow any test drive of the car whatsoever) because they "lost my paperwork". After re-submitting the paperwork at least 3 times, they finally released my temporary plates so I could test drive, only to then refuse any repairs to the car.

I was able to drive the car for two weeks, until those temporary plates ran out - only to be told I would need to just wait on the actual plates to arrive. WELL, it has been four months! Four months of constant phone calls, chats, and constant requests to expedite this.

Carvana graciously offered to reserve me a rental car at a location over 4 hours away! (After requesting them to relocate the reservation, I was denied.) After arriving to the rental car location, they didn't have my reservation information from Carvana properly, and would not supply a car. So I drove home - another 4 hours with no car.

They then offered $250 - as I have been out a car I paid for over 4 months.

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

This is by far the easiest, most hassle free way I have ever purchased a car! From just browsing to find the right one all the way through bringing it home, was so easy I kept thinking there has to be a catch! Everyone that I spoke to was very helpful and friendly and got back to me immediately if I had questions, even on a holiday weekend. I made the choice to pick mine up from the "vending machine" and am so glad that I did! They told me I was just number 5 to ever do it as it had only opened up for business the day before (Nashville location). I am so excited to be driving my dream vehicle, Cadillac SRX, I have been looking for over 2 years! Thank you to everyone (especially Beth) at Carvana for making it such a great experience!

Bottom Line: Yes, I would recommend this to a friend

If I didn't do it myself, I wouldn't have believed it. When I found the car I liked, I purchased it in less than 20 minutes. My car was scheduled and delivered 30 minutes early. I signed a delivery slip, and was literally handed the keys to my car. I will never buy a car another way again!

Bottom Line: Yes, I would recommend this to a friend

The first car we got from Carvana we drove it for 2 miles and we get the low tire pressure light, and the sticker on the windshield says it's due for an oil change! We returned the car! Also, the customer service has no idea about registration and titles rates and discounts. They also provided us wrong info for the downpayment! The agents don't know what they are saying! I will not ever buy a cat again from this company!

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

The car I had viewed online for a month was not the same car they delivered. I rejected the car the second they delivered it. The pictures on their website showed the car picture perfect. When I finally got to see it in person the door had dents in it and the frame underneath was so rusted that the frame was about to break. It was filthy under the tire wells, and in the picture, the doors had chrome but not the car they delivered.

In the process of trying to buy what they showed as picture perfect but wasn't, was a hassle. Don't judge a book by its cover folks.

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

Don’t buy this car from Carvana.com - VIN 3VWLA7AJ9FM235171. It was damaged during delivery. I declined to buy. They sent it to their body shop, fixed the crushed roof, and repainted the car. Their website says nothing of the damage. I called, and they said they don’t have to report it. The car will never be the same.

Carvana is selling damaged cars and not telling you!

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

I contacted Carvana around March 25, 2018, and began the process to purchase a vehicle. I already had my financing in place with my credit union, so this should have been a very easy and seamless transaction.

I uploaded all of the required information and provided them with the check information to purchase the vehicle on March 28, 2018. I received a call from the client service representative, J.C., and was advised that everything was completed and I just needed to select a date for delivery. We agreed that Monday, April 2, would work for all parties.

I was extremely excited because it appeared that I would be getting the car that I wanted, along with the minimal hassle that they had promised. I received a call on the morning of delivery, April 2, and was advised by the Carvana rep that I, in fact, would not be receiving the vehicle, as promised. I was told that apparently the car had not been recycled enough to pass emissions! I was obviously upset and extremely perplexed! Why was I receiving this news on the actual day of delivery?!

I immediately contacted the corporate office to complain and was told that they simply did not know when the vehicle would actually be ready for delivery. Can you believe that? I was advised that someone would be reaching out to me very soon. I am not lying or exaggerating...over the course of the next six days, I did not receive a single phone call from any representative to update me on the status, or to even attempt to try to console or explain what was going on. I called them at least seven times! Every representative that I spoke with simply passed the buck and said someone would be getting back to me. This is no lie!

Finally, by April 8th, I'd had enough! I decided on April 10th to make the purchase of my Toyota Avalon Hybrid Premium at a local dealer, instead. Ironically, on the same day, I received a call from a Carvana rep indicating that the car could be delivered that evening. Of course, I told them to get lost!

Here is the crazy irony; not only was I going to purchase my vehicle, but my son and sister were both purchasing vehicles at the exact same time as I. No kidding! Needless to say, if my experience had gone well, I would have strongly encouraged my son and sister to follow in my footsteps and purchase from Carvana. Including all three purchases, they lost out on at least $110k in total sales, since my son purchased a 2016 Corvette and my sister purchased a 2015 Toyota Highlander. I purchased a 2015 Toyota Avalon Hybrid.

Needless to say, I would never do business with them again and will tell everyone I know about my experience. To paraphrase their corny commercial, "they did suck!"

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