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

I started the buying process on 4/11/18 with a delivery date set for 4/28/18. The week of pick up I called and online chatted to confirm everything was on schedule; every agent said it was all good and the car would be there. I even received two text messages on two separate days. We planned to make the three-hour trip the night before and were on our way when I received a call saying it was "delayed." After pushing they informed me that car had never left Phoenix. WHAT? I called and communicated with several employees, and everyone said it was on schedule. This is unacceptable. BUT things happen for a reason. I ended up purchasing the same model car, a year newer and 5K less miles, and cheaper...and my experience there was AWESOME. Do NOT do business with Carvana!

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

If you live outside the footprint of Carvana and have to pay the $399 delivery fee, it is just not worth the risk. Their "transparency" will only tell you about a couple of exterior imperfections, just multiply that by 5, and you'll have an accurate number. Their showroom lighting is very misleading - get your car out in the sun, that is after you take a filthy car down to be washed, and you'll see everything. And in the case of my vehicle, the rims had been curb rashed, look closely in the photos...

The delivery took 25 days, so plan on that too, and be wary that the delivery company may damage your vehicle loading and unloading.

Couple other little things - no floor mats, the interior hadn't even been wiped down, and the key fobs needed batteries replaced.

Bottom line is, they purchase lease vehicles at auction, the more abused these vehicles can be, the cheaper they can get them, and turn them around at retail. Pretty sneaky.

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

The car itself is fine. The people I've dealt with were pleasant, and overall the experience [until now] has been convenient and pleasant. I was even going to recommend this service. However, according to a Carvana rep, Carvana is "required to complete the registration" because I used their financing.

My temporary tags are dated 6/9/18 (TOMORROW), and when I called to check on my tags, their "third party" hasn't submitted the paperwork yet, and it could be at least two more weeks after that before I get my tags. Their representative tried to blame me for getting them the property tax receipt late, but I send it to them 25 hours after the first time asked for it.

Now I have a car I can't drive legally! For me, the convenience and stress-free experience of buying online is completely overshadowed by this.

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

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

I sold my mint condition 2017 Chevy Camaro SS to Carvana, and it was a great experience! They gave me an instant offer on the car that was $4K more than what CarMax offered me for it, and from beginning to end, the process was great. They showed up on time, with check in hand, test drove the car, and we spent a few minutes at my house doing paperwork, and that was it! I have bought and sold a bunch of cars over the years, and next time I do either, I will definitely try Carvana first.

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

Don’t believe all the negative reviewers. While I'm sure there are instances where things were not great, I'm sure you can apply that to any business. I got delivery of my car, a 2017 Maxima, today on time! The car is amazing. Clean inside, a little coat of dirt on top from transporting, no big deal, I washed and waxed it right away.

EVERY person I dealt with spoke plain English, and they ALL were very kind and helpful. My interest rate was a little higher than I wanted, but I'm happy to pay the price per month for such a great car! I started the process, it took 6 days from start to finish and delivery! Even the delivery driver was awesome!

I told my buddy at work to buy a car and would highly suggest Carvana to anyone...easiest experience ever! And I have bought 10 plus cars in the last 8 years at dealerships and this was by far the best!

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

I bought a car through Carvana several months ago and the process was very easy. It took me about 30 minutes total to pick the car online, upload the necessary documents and fill out the paperwork. The car was delivered to my home for free the next week. The woman who delivered it was great - Katherine Swan. She made the handoff process very easy and pleasant. I did get the car inspected during the 7-day trial period and everything was perfect with it. I’ve seen a lot of negative reviews about the time it takes for the plates to arrive, but mine came within a few weeks so no issue there. I also financed through Carvana, which was extremely easy. The car itself has been great, and I’m very pleased with the price I paid for it. I will definitely be using Carvana again.

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

I order a car. The site states see photos in 12 days and it will be ready with dates November 29th - December 6th. Estimated dates repeated 100 times as the days go on and no car. Agents are trained to be super nice and lie as well. I researched every VIN site with the car I had hoped to be receiving. I chose parchment interior, which the site stated. I advised Carvana over two weeks ago that I found a VIN report and the interior under this V is black. I asked to please make sure then. Did they? NO! I spent over grand in rental car fees! I advised how I felt about their 360 pics and I need a car now! Nope, I get an email telling me it’s about to be photographed. Are you kidding me?

Another two days go by and guess what? Yesterday the car was ready to view, nonsense, the INTERIOR IS BLACK. One month, three weeks and lies, no replies to emails, and no compensation, well 250 after RCV car and 7 days up. Slap my face and have zero regard what not having a car over Thanksgiving and Christmas did to me, as well as the credit card maxed in rental fees and employees BS me to death. Not one call update from Carvana during the whole process...excuse me, the one today - we’re so sorry, good feedback to know, but no discount is going to be given, anything else we can do for you?

Please people, be honest, review this company. They are trained robots with the same sweet sentences to appease you and claim transparency...their dictionary blows on definition and is clearly not what their business truly gives! Take a situation in your life - you counted on and looked FWD two and then someone blows it for you with nothing but a sweet-voiced "I’m so sorry, I understand." 10/1 all under 30 playing car sales games feeling in charge with zero understanding or care on what your feeling!

I've cried enough, which may seem nonsense to most, but that’s a great idea for me to do to avoid what anger would otherwise render me crazy and usually gets me nowhere! Well looks like getting angry is exactly what needs to be played with them! Before this business shows some true apologies and compensates me for stealing almost two months of my life and truly give the customer service they oh so valiantly proclaim they give! Stress-free my butt!

I left out so much. Hopefully, this sums it up enough to understand and others see enough to avoid doing business with them, or if you have money get a lawyer on them and hold them accountable. I sure wish I had my money back! I would get one. They would say their sorry by compensating me with another car that comes close to the car I believed took two months to "refurbish" even with 2000-$3000 difference. Instead, we’re so sorry. NO, they're NOT. On to the next case to them! Click! Now I’m ticked, lol. Seriously, just what I needed to vent! Thank you.

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

Awful experience. Financing done, all paperwork in. Two weeks later I still don’t have my car. They keep saying it’s delayed. If they deliver by the latest BS date that they gave it will be a month from approval to receiving the car. Stay away from this place by all means. All the CS reps lie like they don’t care what happens. I have good credit too, just thought it would be nice to not have to fight with a dealership. But, at least the dealerships give you your car after the fight is done. This place makes me think I need an attorney.

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

Whoever wrote this HighYa article must've been paid by Carvana to do so...unless they don't trust their own reviews that have Carvana at 2.3 stars with over 50% of them being 1 star.

These guys think that selling cars is about slick marketing and competitive pricing. The problem is, it's about delivering on the deal and doing what you said. There are hundreds of complaints on the web about last minute excuses for delivery delays (i.e., "Something hanging off the car" or "damaged in transport").

I decided I would give Carvana a try because I hate wasting time at multiple dealerships trying to get a deal done. Let alone the headaches that come from being lied to constantly by car salesmen.

At first, everything seemed to go pretty smoothly. Great selection of cars with competitive prices and an easy financing approval process. They also gave me a competitive offer for my trade, so I was very encouraged.

The problem arose at 6:58 AM the morning of delivery when they sent an email stating the car would not be delivered and to give them a call. When I called, they told me that the car was damaged in transport and they just noticed it at the hub in Winder, GA (I'm 5 hours away in Jax, FL). This is the same excuse used for countless other people. I was in the car business for three years with a high volume dealer that sold over 600 cars a month. We had cars transported by the truckload every week from auctions, and I think I remember a couple of vehicles damaged in that time frame...it's not common! So they told me it was going to take another 3 weeks to get that vehicle delivered because they had to send it to a body shop.

So I decided to play along and selected a new vehicle and set a new delivery date for the following week. One day before delivery I decided to call and make sure everything was on track. Low and behold, they proceed to tell me that the old delivery was never changed to the new delivery on the second vehicle so it would not be delivered the next day and that it would have to be the following week.

Here's the real kicker, the first car I tried to buy (the one that was going to take three more weeks because it had been damaged during transfer), popped up for sale again on Carvana and had an expected delivery date of 3 days away! Hahaha! They suckered another person into ordering the same vehicle the next day! These guys are a joke.

So now I wait for the next delivery date...I will update you all soon!

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