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

The purchase and pick up process was excellent and the return policy is great. I question their "150-point inspection."

The car was $2,010 more than the same color, make, and model car at a local dealership. The local dealer car has fewer miles but also has front bumper damage. I decided to go with a car without bumper damage that's gone through the certified process.

As soon as I turned the car on during pickup, there was a warning light. It was minor, just a low battery in the keyfob which they promptly remedied, to their credit.

The day after I picked up the car, I got it inspected. Within a few seconds, the mechanic showed me how the paint on the front bumper didn't match. He also showed me how one of the tabs holding the bumper on was broken. Basically, it had the same damage as the other car I decided not to buy.

Also, the cargo cover was missing. I called Carvana and told them it was missing, and their response was that it's not in the pictures, so it's on me. Now, how exactly am I supposed to know to look for something missing when I don't have experience with that make and model car? It's just like the person who posted the review that a "set of keys" is the key and the fob, not 2 keys. Doesn't make a lot of sense. Now I'm worried about what else I don't know enough to check for or ask about.

Lastly, while they were up front and specifically pointed out light scratches on one door panel, they missed some much deeper gouges inside the car that are not visible in the pictures.

I really don't know how they can miss some of this stuff with their extensive 150 point inspection they keep touting. All in all, with what I know now, I paid way too much for the car, so it's being returned. Yay for the return policy!

All in all, it's a good alternative to a traditional dealership, but be very careful and get your car inspected within the return window.

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

Carvana is the worst brokerage company ever. They changed loan requirements, policies, and procedures in the middle of the underwriting process after initial documents were received and verified! Zack, one of the supervisors in Arizona in underwriting, tried every way possible to make my experience with this company unpleasant and draining. I spent a week going back and forth with this and got nothing accomplished! He was very discriminating with some of the questions he asked during or conversations about my income and employment, made me jump through hoops to prove things and in so many words encouraged me to seek out other car dealers because my business was not needed by Carvana.

Not only did I waste my time, but I still don't have the car I was supposed to pick up on January 5th, nor has anyone from this company reached out to me about my complaints.

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

Carvana has pretty much any toy you could want...for about $2k over the standard list price. At least they ship for free. It's a good idea but the company is excruciatingly unorganized (many people complain about late deliveries, no contact, and no registration). This was enough to scare me off from buying a vehicle from them, but I did sell them mine.

They gave me a very fair price for it and did come pick it up, but the weeks before were not worth the hassle. Various 'computer glitches.' I had gone 100% through the process of purchasing a vehicle from them only to be called and told the vehicle had already been sold days ago. And this was after they had already hit my credit and applied me for a loan, and NO ONE will return your phone calls, even when they promise they will. Once I logged into my account to see, to my horror, that my account was on the final step to purchasing a $40k Chevy Tahoe, which is never a vehicle I even looked at!

Various emails asking me to re-verify information for the car I sold to them and telling me to accept my offer even though I had done so numerous times. Weeks after they took my car away, I am still getting emails asking if I am still interested in selling it to them. Get it together! Also, convenient that they don't actually allow customers to post reviews on their website...

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

I don't know how Carvana with any degree of believability can say that they offer cars "priced well below the average Kelley Blue Book Values." I have looked at MANY cars on Carvana, Car Gurus, cars.com and CarMax, CarSense sites, and Carvana is always the HIGHEST price, most times by $1500 - $2500 above the current market.

Which makes sense, because they need to cover the costs of trucking (both delivering cars and picking up trade-in vehicles) as well as all the mechanics who do their 150-point inspections, buyers for their used cars, customer service reps (the Carvana "Customer Advocates" as they call them) and the rest of their support staff, from photographers to webmasters to truck drivers.

I'm in the market for a used 2011-2014 Camaro 2SS with a long list of options, and I've looked at MANY of these vehicles on Carvana (they currently have two that piqued my interest), and they're consistently higher than other dealers by a considerable margin. Yes, they provide a level of convenience and a "hassle-free experience," but the car buyer pays for it.

It's true what they say, "There's no free lunch." If there's a good product and added value offered, someone has to pay for it!

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

I am writing this review while still undergoing the delivery process from a recent Carvana purchase. I recently purchased a vehicle from this company (two weeks ago), settled all of the required paperwork and financial checks promptly, and scheduled my delivery for the 15th of April, 2018 (nearly two weeks from order date).

I had reasonably expected that during the intervening time, Carvana would take responsibility to ensure the vehicle would be transported with sufficient window to guarantee delivery as scheduled. This was not the case; evidently, the company chose to wait until the last minute to perform transport, and now due to mechanical delays with their transport have informed me that my delivery is to be delayed. This represents a failure to meet the agreed commitments, and shows an incredibly poor sense of responsibility, all before the vehicle has even been delivered!

Furthermore, due to the last minute nature of their handling transport, I am given zero recourse provided to address this failure to a mutually satisfactory outcome. No effort has been made to satisfy the customer on the part of Carvana; if anything they have shown relative indifference in that regard. I have not decided yet if I will continue with this purchase, though as it currently stands, barring a show of genuine interest in customer satisfaction in the face of this issue, I will not be recommending them to anyone.

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

It was not a good experience with buying a car from Carvana. The point of inspection done by Carvana, which they claim, is not correct. The delivered car has no working instrument display. They claim the number of driven during sale, but there was no proof with odometer disabled. The delivery person revealed the offset by $10,000 miles from the sold value, which was revealed during the smog test (no proof). The tire pressure is low (not inspected) at the time of delivery. The window motors is not lubricated properly, and the rolling down is not smooth.

Overall, it was not a good experience, and I would not recommend Carvana as it is an additional hassle.

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

A couple years ago I bought a car in Minnesota, and brought it back to Colorado. It didn't pass emissions here. So I needed to do a trade and get a vehicle I can drive. I found the perfect car on the site, did the credit check, trade info, down payment, signed the paperwork, sent the pics and documents requested. Then, this morning, I get an email at 8:12 AM, while at work, on a Wednesday. Best part of the email? Well, it opened with platitudes about how they hope the process has been good so far. Then DEMAND that I contact them by 9:00 AM, again during the workday, or the deal will fall through. Hmmm. Sketchy much? And they want my money and for me to trust them? Hmmm...no.

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

I bought a car from these people, a 2015 blue Acura TLX. The car driver side was repainted, the bumper had signs of removal, and it was not installed correctly. They didn't tell me that the car was repainted. And they said it's normal when you're buying a used car. I exchanged a car for a different one, a 2015 white Acura TLX, only to find out later that the second car was repainted too, with clear signs of mismatching panels, and the colors are off. Paint on door handles, dirt under clear coat.

These people buy cars as cheap as possible, and they do know exactly what's wrong, but they don't tell you anything. These crooks charge full retail price for the car that been in some kind of accident, not reported, but eh who'd you repaint bumper, rear quarter panel, rear bumper and door handles? It's clear that car was in some kind of accident, which was not reported to police, that's why Carfax doesn't show anything.

I am really disappointed in these liars. I will be talking to a lawyer about this. They're supposed to disclose things like that.

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

Do not use Carvana!

A car dealership is like a luxury vacation in Tahiti compared to Carvana.

Here’s what went down.

I’ve been looking for the right car for over a month. I created an account on Carvana and FINALLY found the car for me! I started the process, input all my info and everything looked okay. That was yesterday. Today, I get an email that my delivery is delayed. I called them and they tell me the phone number on my account doesn’t match what’s on the credit report, and that I have to get the alert on my Experian account removed. Okay, I start looking for information on how to contact Experian, and all I can find are automated system numbers.

I call them to find out if there’s another way to handle and the guy I spoke to said “Oh it’s all cleared up, I’ve got your number changed in the system, and you’re good to go. Your car will be delivered Tuesday.”

Haha, what a joke!

I then received an email stating my delivery would AGAIN be delayed. I called for the third time before noon. The young lady I spoke to said the underwriter had created a help ticket to get my phone # fixed, that she would call IT and call me back at noon.


Guess what? No call. SURPRISE! I called them, was transferred to the underwriter, whose name I believe is Cara. Cara told me the ONLY way I can get the car is to call Experian and get the phone number changed, they can’t change anything on their side, and she gave me the phone number. I called the number. It's a credit card company, not Experian.

I called back and canceled my order. I have health issues and stress extremely exacerbates my condition. I’d rather have another person puke in my mouth than deal with this C word. Their people lied, gave bad information, and all they can do is say “I’m so sorry you had a bad experience.” Stop being sorry and fix the problems.

Also, please do NOT reply to this with “Oh we’re so sorry, that’s not how Carvana does business” because I’ve found many similar reviews. Why doesn't Carvana train their people to do business properly? How about listening to the recordings and seeing how much they lie?

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

I reserved a car with a $100 refundable deposit, that part was easy. After I initiated the online buying process, the website glitched when I was doing my verification questions, so I had to call and talk to a rep to verify my identity. However, every time they tried to verify me, it glitched. This went on for four days. I spent over 3 hours on the phone with the reps.

Finally, they were able to resolve the issue. All the reps I talked to were extremely nice and helpful. So after I finished my purchase, I set up a delivery time. I get a call less than two hours before the delivery saying that they couldn’t make the delivery time. They wanted to send an Uber to come get me hours later than the scheduled delivery time, to come pick up the car at their location. I had taken off work early and arranged to have someone at my house with me for the delivery. So when they offered the Uber at a later time, I would have no one with me, and I didn’t want to drive a long distance by myself in a car I hadn’t driven or seen in person before. Needless to say, I was very upset.

They finally agreed to have the car delivered to my house 3 hours later than the original time. The girl who delivered my car was very nice. Luckily the car is in great shape, but there is a chip that is starting to rust that wasn’t pointed out on the website. Overall, it was a bit of a hassle, but I would buy from them again.

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

The vehicle was delivered and in the condition expected, no surprises. What was a surprise was the amount charged for the transfer of a tag from my old vehicle to the new one - over $400.00. There was a mess up and I had to go to DMV and do it myself. The fee at DMV was $9.00 in part because I just renewed the tag but that cost around $60.00. Check what you were charged, then check at what actual costs are. If you were overcharged, demand a refund. I am told I would get one, but to date that has not happened. An odor is emitting from that department, be careful. If not for the tag issue, everything else went smooth.

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