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

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

So I bought a 2017 Jaguar XE 35T from Carvana with only 5k miles on it. I paid a little more than it was worth but the ease of ordering online made it worth it for me. So after multiple transfer issues with the vehicle, I was finally able to pick it up in Cleveland. I was really happy with the car until I took it to my car detailing guy. Post detailing, he let me know that this vehicle was in an accident and that both the front end and rear end of the vehicle had been replaced. To make matters worse, the paint job on the front end was done completely wrong and it would have problems going forward. To say I was a little pissed off at this point would have been an understatement.

So how did Carvana supply me with a clean Carfax report, and this vehicle made it through their 150-point inspection without them knowing that this vehicle has been in an accident? It just isn't possible, right? Well come to find out Carvana is the one that replaced the rear bumper on this car but claims to not know anything about the front of the vehicle. So you mean to tell me that this car was in their body shop and they couldn't spot a reworked front end but my detail guy could? So I pulled the Carfax report on the Jaguar and sure enough it had been in an accident. I immediately called Carvana and was told that they didn't have a record of an accident on this vehicle but they would look into it.

A day later I received a call stating that they would either cut me a check for $2800 or take $500 off another car on the website. I thought long and hard about taking that $2800 until I had the Jaguar appraised at a local dealership and found out that it was only worth $26000 and I paid $35,000. I immediately demanded my money back. They actually asked me to drive the vehicle all the way back to Cleveland. That wasn't going to happen.

Eventually, they agreed to pick the vehicle up at my house. Now here is where stage two sets in. I find out that Carvana never returned my plates to the NY State DMV. I have had the Jag for a month so now I get to re-insure my trade in, backdate it to 9/1/2018 and pay a DMV fine. You see, in NY state you cannot take a vehicle off of your insurance plan until you turn in the plates. They typically have a couple week's grace period, but after that they fine you $8 a day. So I am currently holding insurance on a vehicle that I traded into Carvana, a vehicle sent back to Carvana along with the two vehicles that my wife and I are currently driving.

To make matters worse I just found out that Bridgecrest sent my first car payment back to Carvana instead of sending it back to me. So currently I am waiting around for nearly $6k in checks from Carvana and I am out the money I spent on detailing this wrecked vehicle, the WeatherTech mats I purchased for it, the trip I had to take to Cleveland to pick up the vehicle in the first place, and all this money I am spending to insure vehicles that are not in my possession.

So yeah, I don't think I will be doing business with Carvana again. On a side note, Jakob (not sure how to spell his name) has been really nice on the phone and has been going the extra mile in trying to track down the checks they are supposed to be sending me. I have probably spent 50 hours on the phone with Carvana, my lawyer, and Bridgecrest. Not the best way to be spending my time.

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

Yes, it was easy to purchase the car and even make my first payment. No big deal. I did my financing through Carvana, which included the plates for my car. I officially bought this car the beginning of August and now...well, here I am on October 19th at 9 pm CST, typing this review because my temporary tags expire tomorrow and I still do not have my permanent ones, which Carvana support had repeatedly told me that they would arrive by the 18th.

Keep in mind that I have called numerous time within those two months asking about my tag and kept getting told that it was "in process." I even called three days ago wanting to know the status and was once again told "in progress." I asked this guy what day the plates were filed for and he said that it was not done until October 8th! TWO MONTHS. They held on to the paperwork for me to get my tags for two months. One customer rep tried to tell me that the driver who delivered my car to me had just sat on my paperwork and that was why they waited so long to file because the driver hadn't turned it in.

I asked the rep what would happen if the 20th comes around and I still do not have my plates and he said they could put it in the system to extend the tag date so if my husband or myself got pulled over then the cops could see it in the system. It sounded like a load of crap to me and getting a ticket is not something I want to play around with.

Here is the best part. Here it is October 19th and at 7:14 pm Carvana finally calls me back to tell me the way they plan to resolve this issue. They decided to schedule me a rental car for two days only covering Saturday and Sunday, but then told me that the office to get my tags shipped overnight would not be open until MONDAY. Which means I would not even receive them until Tuesday. So I guess I would just go without a car for two days because that is feasible right (insert eye roll).

Not only that, I would have to pay the deposit for the rental car (way to add insult to injury). I tried to explain to her that tomorrow morning (Saturday, October 20th) my husband will be getting up at 4 am to drive to work an hour away from home and that this was the only car we have. She said he technically cannot drive with those temporary tags tomorrow. I responded with Enterprise doesn't open at 4 am so she then asked me if he could just go there on his lunch break or if I could just take an Uber. I live in a small country town about 30 minutes away from an Enterprise. I'm sure they would want me to pay for my Uber too...if I could even get one. I guess Carvana doesn't care that I also have children...let's load them up to go get a rental and pay even more money that I don't have for someone else's mistake. While we are at it, let me just see if my husband can take off for two days (at a job he just got, hence why we bought the car in the first place) on the two days the car rental isn't covered for while we wait for our tags.

Key points:

*They sat on the paperwork for my plates for my car for TWO MONTHS before filing for it.

*They gave me the run around multiple times when I called in regards to my tags.

*They want to make it right by scheduling me a rental car that would cost me more money and create even more stress for this already messed up situation that they created.

*The same woman that told me that the plates were officially no good tomorrow wants my husband to drive to work and then on his lunch break go pick up the rental an hour away one way. As someone who works in insurance...getting a ticket is not a good idea, your insurance rates will go up for three years and chances are, based on my recent experience with Carvana customer service, I would probably be paying the ticket and the increase in insurance fees for sure because it is clear that they will not take care of their customers when they make a mistake.

AND this is the best they could do.

Do yourself a favor...just go to the dealership. Be firm about what you want and read your contract thoroughly to make sure they don't sneak anything into your contract. Check how many payments for what amount each payment is, check your interest rate and amount financed, check to make sure your payment will be with who they told you it would be, and just read the list of fees to make sure you aren't paying for extras you don't want. Simple as that, and many car dealers give you the plates right then and there. PLUS, IF something went wrong, they would be more likely to help you and try really hard to make it right!

Carvana, you could have been great, but your customer service sucks!

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

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

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

Yes, I read all the bad reviews.

However, the only reason I still applied for a car from Carvana was because they had a car on their website that I had leased previously from another company. In fact I still have the registration in my name from when I leased it. So I knew that this particular car had low miles on it and was mechanically sound. I didn't have any issues with it when I drove it.

However, according to the records I pulled on the car it had not had an oil change for almost 5000 miles. So I don't believe that they do any inspection. In addition, I believe Carvana is deceptive in that it doesn't list everything cosmetically that is wrong with the car.

On their website, It only showed a small picture of one scratch on the bumper. However, this car has many scratches on the back bumper. In addition there are scratches on the hood and in other places on the car. There is a dent in the passenger side door and the windshield has a chip in it that is very visible. Of course there are only a few pictures on Carvana's website and none of them conveniently show that information.

In addition, the car had OEM car mats and tires that were in excellent condition. Both of these have been removed completely from the car and replaced with cheap mats and cheap tires. Also, be very careful with your financing because they wanted to charge me $9000 extra for financing through them. In the end, I could have purchased two brand new cars for the price Carvana was charging me for a used car.

In addition, a lot of other cars on their website that I researched were cars from flood-prone areas. There are even reviews from people who got cars from them and took them to their mechanics only to be told the car was in a flood, so please do your research on the cars and be careful.

I do not recommend anyone to go through this company due to their deceptive business practices, and I believe it will eventually catch up with them. The fact that they do not fully inspect these cars, some of which have serious mechanical issues. They buy these cars cheap at auction, then pass them on to the consumers and then put the burden on you the consumer to get these cars inspected by mechanics and to get them fixed.

When that is what they should be doing anyway prior to offering these cars for sale. Even if you return the car during the 7-day period, they charge you a transit fee $299-$500, and this is non refundable regardless of if the car had serious mechanical issues or not. Why should you pay them for delivering a car to you with serious mechanical issues or not as described on the website?

Finally, if after reading all these horror stories online, if you still want to give your hard earned money to Carvana, please do yourself a favor and opt out of their one sided arbitration agreement that they make you sign saying that you will not sue them or participate in a class action lawsuit against them. Even Carvana knows that what they are doing will eventually catch up with them and they want to keep as many people from going after them as they can.

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

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

I too was excited by how "easy" the Carvana process seemed. The cars seemed lower, not sitting in the dealership, knowing outright what the terms were awesome! But no, they will ask you for piece of paper work after piece of paper work. Photo copies are a no-go, you have to take PICTURES of things they need and then they will want to call your bank with your info and your social to verify your down payment which is odd.

A pay stub request will turn in to a bank statement request and then multiple bank statements. If you don't have your actual social security card, order it before you start. AND if your Drivers License expires within 2 months, you have to renew it first. You will receive multiple emails from multiple people saying different things and your terms will probably change. Do yourself a favor, YES, dealerships suck but you leave with your car, and you have somewhere to go if something goes wrong. You are either approved immediately or you will get the run around. Once they ask you for the first document, just run.

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

First I’d like to start by saying if you look at the reviews on Carvana's website, they are all great for the most part. Then when I read these reviews, I was like, ahh, these are the true Carvana reviews.

My father and I found a car we liked and went through the online process and found that user-friendly and pleasant. Then the terror began. They wanted us to call and verify our down payment was available in the bank. So we 3-way called the bank and verified funds set up delivery. They said they will deliver the car and remove money. Simple enough.

They then quoted us on the phone one payment amount then changed the amount because they had erased our entered information and entered their own. Then they added gap insurance and quoted us a crazy high number that I said can’t be right. "Oh yea, sorry Mr. Johnson, we will get it right." Ok great. The car is delivered, nice driver. We assume all was done.

Nope. I start receiving threatening emails demanding we wire payment, send a cashier's check, etc. We were told they auto withdrawal from the account. They then call and say we entered the wrong account number. However, wait a minute, we never entered an account number, it was done on the phone that they verified funds on. They treated us like we were trying not to pay because of their incompetence. I’m like sure, I’ll wire money, what are you gonna do for our inconvenience? Well, I got my answer when one employee hung up on us.

So we wired the money and they are still calling and threatening. I guess eventually they will figure out it was paid. I would just pay off remaining loan amount to avoid them making money on interest but was advised by there employee that they don’t care, they don’t handle the loans, they just sell cars. I wish I had sent it back, but my father does like the car, which was slightly overpriced. This is the last car anyone in my family buys from Carvana. As others have said, once the sale is made, you got what you got, no help from them afterward.

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

So I bought into the process of this place. Easy, online, no pesky sales people - you are in charge and it all should go seamlessly, right? Ehhh hold up.

So I'll be the first to say that initially, everything was great. I found the car that I wanted, signed all the docs online, and got my financing squared away with my bank. They initially stated they had to work with a 3rd party to get the car delivered as I live in Maine, which was fine. We had it all scheduled, and then we hit a small bump - the battery apparently was dead and delayed the delivery. They replaced it, and then offered to actually deliver it with a Carvana truck as opposed to the 3rd party...we'd just have to drive an hour south. I was perfectly fine with that. Car pickup was great, everything as described, no hang-ups. But wait for it...it gets juicy.

Upon pickup, the guy had me take some docs saying that they had to be notarized and signed in order for registration to be squared away for Maine. Seemed odd to me, considering that I could easily knock this out at my town office in 5-10 minutes, but fine - you guys are the experts. I do as requested and wait for 3 weeks. Nothing.

My temp tag is for Georgia as that is where Carvana runs its processing and has its used dealer license at as far as states. I have roughly a week left on my temp tag. Carvana sends me a text stating a new form is being FedEx'd for registration - uh what?! They apparently sat on the last form forever and then got to me stating the previous one was not valid for whatever reason. OK, so new form signed, notarized, and sent off.

I call them up - the rep states it'll get submitted and if any road bumps hit in the next week, a new temp tag can be sent. OK great.

Fast forward to a few days before expiration, and I have no plates. I call and they state that they CAN'T (YES, can't) issue new temp tags since I'm not a resident of Georgia, and can't issue a Maine temp tag as they don't have a used dealer license here. So, here I am with my new car, but no way to drive it legally because tags can't be extended and plates are not here.

But not to worry, they said they can get me a rental car with Enterprise. Wait...are you serious? So now I need to take time off to go get the rental, have a hold on my bank card as a deposit, and be exposed to additional liabilities as insurance coverage is limited with rental cars (and no, they won't pay for additional insurance on the rental)? Yep, that was their solution.

So overall, the only way I can see going through Carvana as being a good experience is if you live in Georgia. Then, if some insane thing happens in the registration process, you can at least get temp tags extended. Anywhere else, JUST GO LOCAL. If I had known this purchase would be this much of a headache for something as simple as getting plates for the vehicle, which literally takes 5-10 minutes at my local town office, I would have. But then again, you'd think a company would have a handle on its operations to do this easy task, right?

In the meantime...my new car is sitting in the driveway, not legally drivable, and I'm waiting for Enterprise to pick me up.

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

Complete scam. I shopped, they ran my credit, offered me terms, I accepted, they called me and congratulated me on my purchase, confirmed my delivery time and place, instructed me to get insurance.

I signed all the contracts, started an insurance policy on the vehicle, and was eagerly awaiting delivery.

Then boom, less than 24 hours prior to delivery they called and said oh yeah, we can't do this unless you give us another 7K down payment. Mind you this is after I've already signed all the contracts and received a call from them telling me everything was good to go. They are no different than any other, "bait and switch" used car lot. Do not waste your time on these dishonest unethical people.

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