I agreed to purchase a 2015 Subaru from Carvana in November 2016. After waiting several weeks for the car to undergo its 150-point inspection, it was finally ready, and I agreed to pick it up 100 miles from their distribution point in Alabama. I had to drive over 200 miles to meet the carrier.
When the car carrier first pulled into the parking lot of the Piggly Wiggly, I immediately went to view some scratches that had been identified in the 360-degree pictures of the car that Carvana had posted. Those scratches were not bad, but there were scratches next to it that had not been identified in the pictures. My attention was then drawn to the bright brass glow of an exposed tire valve stem. This would normally not be a big deal, but how could a car pass a 150-point inspection and no one notice that the stem cap was missing? Also, how could someone tie that tire down to the carrier without noticing? These observations would become more pronounced as time went on.
From the missing stem cap, my attention was drawn to two holes in the wheel well. These were holes meant to fasten the wheel well liner and the rear bumper to the car. Both fasteners were missing, and I could easily shake both the bumper and liner. The representative said that Carvana would mail to me the fasteners.
I then walked to the rear of the car, where I didn't notice anything and on to the other side. When I reached the other rear wheel. The same fasteners were missing. I am now becoming suspicious. This bumper had been removed and they forgot to reattach it. Now I noticed overspray on the black parts of the bumper. The masking tape marks were now very obvious. Whoever masked and painted the rear bumper should find another profession. The representative was being quiet, but taking pictures. He could see and sense my frustration.
I asked him to take the car off of the carrier, and in my best-used car salesman impersonation, I opened the tail and looked in the spare tire well for signs of damage. I didn't see any, but did notice that the tools were not tied down (were they all there?), and I noticed that the cargo cover was missing. This is a $100 part and not mentioned as missing in the description of the vehicle.
If I had accepted the car as is, I would never have made it home. The bumper and well liners would have ripped off on the interstate. This was as far as I went inspecting the car. Less than 5 minutes. I didn't even look inside. I refused to accept the vehicle. The rep said that he understood and that Carvana would pay me for my time and trouble (he said things like it had happened before).
That's where my distaste for Carvana grew. Not only were they trying to sell me a car that had been in some type of collision, they were trying to hide it and then just playing dumb and not talking to me. They never contacted me to apologize. I was told by email after I contacted them that someone from the executive resolution team would contact me within 48 hours. That was two months ago. I did finally get the $100 check from them with “goodwill/poor experience” in the memo field only after complaining several times.
I cannot say that Carvana is any worse than any other used car lot. But I would not recommend them to anyone. At least at a lot, you have someone to talk to. The customer care is awful and their “executive resolution team” probably doesn't even exist.
Bottom Line: No, I would not recommend this to a friend
