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

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

Don’t do it! Go to a regular dealership, worst experience ever!

I bought a van who’s battery died both with only 16,000 miles on them and of course, it was the 8 days, so the 7-day return didn’t apply. Then they just disclosed after the dealership brought up that the van door was a different color and had been replaced. They had done work to it that wasn’t up to par and now my van has been stuck in a body shop that they said they would pay for, and trying to get them to actually pay for it is a nightmare. Do not buy a car from this company! I mean, I have cried so much, I am a mom to three boys and this is so unacceptable.

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

Do not buy from them. Until you buy, they talk nicely. You want your car value to just fell down to $2K in a days then you can buy from them.

From: PS

Date: Mon, Sep 17, 2018 at 1:53 PM

Subject: Re: Carvana - Purchase Update

To: Carvana Customer Advocate

I think Carvana is fraudulent from the day one I purchased my car and everytime a new reason is given.

I purchased the car for $11.8K value without other fees and while trading in less than 3 months, the value is down to $8K. The reason given is system error on your side with incorrect VIN number, two cars with same dodge dart. blah blah...

I will check to find a legal way to scrap this out. In the meantime, you guys can take my car back, or I am not gonna pay my EMI's until I have a correct trade in value as last week.

Why the heck your trade team did verify my License, Bank account etc., without checking the VIN number or other information...You have your own system errors and keep creating the worst experience in buying from Carvana.

I will post the same in social media as well and other places too.

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

Let me begin by stating that I did not purchase. Every single vehicle in which I was interested had a "Pending" flag. This was out of 77 vehicles.

Additionally, the company lowballs your trade. Mine was a third of the Blue Book. Finally, your information is not safe and can not or will not be deleted from their site. The reps tell you that they are "required by law to maintain your information for 25 months since you have begun or completed an application." When I explained that I had done neither, the representative became less than pleasant.

In short, if you this place has terrible customer service, questionable ethics and you would be wise to reconsider purchasing from them IN SPITE of the catchy commercials and glitzy vending machines.

Terrible, terrible experience and I didn’t even purchase. I hate to think what the entire experience is like.

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

It seems like a great idea. But I like to have a feel for a car. Who wouldn't when you're paying $31,000 for it. So the first and second were not what I wanted. I ordered one more but had to drive to pick it up. I told them I would pass the 400-mile mark, which meant I'll have to pay $1 per mile. The gave me an extra 100 miles to go pick up. I picked up the car and didn't like it, so I tried to give it back but they said you must keep it. I tell them you said 7-day guarantee. Nope, if you don't like the first two, you have to keep the second one. I feel so cheated. It's best to just go to a dealership. You can look at how many you want and decided which one is for you.

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

First, I visited with Nashville Carvana just to learn about the process and get more comfortable with this new process. They were polite and knowledgeable. Days later I found a 2018 Rav4 online that I wanted to buy. I was previously told at my Nashville visit and calls to customer service that there were no delivery or transportation charges when I made a purchase.

When I started the purchase, a $199 charge for transportation was added. This was a (Carfax) Florida car and I live in Nashville and Carvana has a location in Georgia. So why did you add this $199 transportation charge? All the other Rav4 cars were listed with no transportation charges coming from the same area.

When I inquired, Customer service said it was because it had to travel 2,000 miles from New Jersey. WHAT?

I ask Nashville Carvana and they had no Idea why the charge was made.

Also, It took about 6 hours of calls and holds and return calls to get a hold of anyone in customer service.

I know they will return your money before the seventh day, but not getting the truth on the front end makes me walk away. I told the Nashville office I would take the car if they would remove the $199 transportation charge from Florida. They told me to call customer service again...I just said no thank you and left. I will buy somewhere else, these people are not consistent.

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

The buying process was easy. I picked up the car and the tank was almost empty so that was a disappointment as everyone told me it came with a full tank but I guess the cup and key chains were supposed to make up for that! So I have now had the car for 3 weeks and it’s already leaving me stranded! It won’t start without a jump! I called Carvana and they basically told me too bad! It’s a wearable part and it’s not covered under my warranty. So I’m three weeks into this 2017 car with only 20,000 miles on it and I’m already having to purchase a battery! I understand it’s a "wearable" part, I understand batteries go bad! I even understand why it wouldn’t be covered under the warranty! But let’s be realistic here! I have only had the car for three weeks! I haven’t even received my registration in the mail yet and I’m already having to purchase a battery! If we were talking six months down the road and the battery goes bad I can maybe understand that but I’m talking about three weeks, three weeks! And they won’t cover it!

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

I had a number of problems with Carvana, trying to make a purchase.

First, I reserved a vehicle that was in the process of being loaded into their system with the promise that the photos of the vehicle would be online in three days. Almost a week later, it still said the photos would be available in three days. I canceled that reservation and resumed my search.

I found a vehicle that was available for pickup on January 2, which was later than convenient for me but was workable. I went through their purchase with multiple delays (it would have been quicker in a stand alone dealer than these folks took), and finally thought I had everything resolved. Then I was told that the earliest pickup date would be January 3rd. I canceled the order because I have to be out of town on that date, and they reported no way to accommodate my request.

This seemed like a simple transaction, I was trading a car and placing a down payment of $10,000 with only a very small financed amount. The thing to remember with Carvana is that despite their ads on the simplicity of their product delivery, it will take you as long or more than it will at the neighborhood dealer. I wouldn't recommend these guys to anyone.

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

I recently purchased a 2015 BMW 3 series, 328i X drive with premium package (VIN# wba3b5g59fns17562) on Carvana.com. I got it at a really good price, and after receiving it, I decided to run the VIN number through the BMW dealership service department to get the vehicle history and make sure the car was still under warranty.

On running the check, BMW advised me that this car was bought back by the dealership from which the previous owner purchased from under the Lemon Law. It had been to the garage around 4-6 times before it reached the 500-mile mark and had multiple issues. It even had a limp transmission issue in the first couple of hundred miles! BMW said they would repair anything like this until the first 50,000 miles or 4 years, but mentioned that this car may have similar issues for the rest of its life.

I immediately called Carvana, and they checked the records themselves and said that they could not sell me this car since it would be a liability on the company and advised me to return it. I asked them if they were just going to reduce the price and resell it on their website, and they said that they would not, and they would have to sell it to an auction.

Soon after, I ended up buying another car with almost five times the mileage and for more money.

A couple of weeks later, after returning it, I decided to go online and see if they were honest about that. To my surprise, they had the same car on sale, and for the same price I paid for it! They are trying to palm off this car onto an unsuspecting buyer. And if everything was fine to resell the car, why didn't they let me keep it?

Please be warned; they may be selling other similar cars that have had major issues and hoping that buyers won't find out until its too late.

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

I purchased a nice vehicle from Carvana several months ago. I love the car, but the financing interest rate was kind of high. I ended up paying off the vehicle in full and have yet to receive my title from Bridgecrest, who services loans for Carvana.

After approximately five weeks of not hearing anything, I called Go Financial aka Bridgrecrest customer service number to find out where my title is. The customer service rep contacted the title department and came back with a five-minute confusing explanation, which the bottom line was that my title still had not been released. The check for the payoff of my car cleared weeks ago, but these people STILL had NOT released my title. When I asked what the reason was, she had no explanation. She then told me that they would release the same day that we were speaking. She offered to let me speak to the title department, which I took her up on. The tone from the title department rep was pretty icy, no doubt she did NOT want to talk to me and was extremely abrupt and not friendly.

I did find out that they were NOT releasing my title that same day, that she also had no clue why they had not yet released my title even though the vehicle had been paid in full for weeks. They supposedly were going to release it electronically the next day. I am not holding my breath. They also are supposed to hold your account for at least ten days before they actually release your title, per what the rep told me. Even with that, they have gone way beyond the hold time on my title. Her explanation was that they were experiencing this with all titles from Carvana. That to me is "concerning," why is there a circumstance like this?

Buying the vehicle from the Carvana rep in my area was a nice experience. I like the car, and that's where the "nice" experience ends. Once you try to get customer service for your title and ask any questions, forget it. You get greeted with sighs, lip-smacking, and someone treating you like they do not have time to answer or explain anything. I would say to finance it somewhere else if you can.

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

The whole process was not what I was expecting. They make you feel like you are going to get the car and then they block your account advising you there is an error and to call.

Well, I called and was told they can no longer continue with the purchase and if I had any questions I have to write to an address provided. I guess what's so frustrating is the fact that I just recently had an issue with my car and needed a new one asap. So after getting excited and the congratulations from them, they came and snatched it all away.

I would rather deal with the dealership, at least they are straightforward with you. This experience was a nightmare and to top it off, it was for my birthday. I will never recommend anyone to them. Avoid at all cost; you have a better shot at the dealership.

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