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

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Carvana

Overall Rating

2.2

533 Customer Reviews

Summary

Carvana’s all-online used-car purchasing process allows you to choose a car online, get financing and have the car delivered directly to your home.

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Customer Reviews

2.2 Stars out of 533 Reviews
5 Star:20% 4 Star:3% 3 Star:6% 2 Star:11% 1 Star:57%
28% Recommend This Company
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Posted on Nov 2, 2019

So far...so bad...

By Daniel K., Belton, TX, Verified Reviewer

At first, everything seemed on track with them when I made my first attempt at a car purchase. Just before delivery I realized that the car listed wasn’t the one I wanted (Tesla Model 3 Long-range) but in fact, it was a Mid-range model. Now, the customer service rep was great, she helped me comb through all the listings to find the model I wanted (even had upgrades) for only $200 more (but picking a new car, pushed delivery one week). Fast forward, three days before delivery (31st of October 2019) I get a call saying they cannot make the delivery date because the car was not charged and missed the transport...it’s an electric vehicle...you mean to tell me no one checked to make sure it was charged and ready for transport? Seriously? 150-point inspection and no one looked at the battery on an electric car...Now, delivery is pushed another week, ok fine. My new issue is I travel for work and the new delivery day is one day before I leave for the weekend (4 days for work), so the 7-day money-back guarantee is now cut down to 3 before I have to decide (mind you I want to bring it to the Tesla dealer to get an inspection). So frustrating. Now I sit and wait for the delivery day once again. I will update the review after the car arrives.

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

Company Response from Carvana

Nov 6, 2019

Thank you for taking the time to share your feedback with us. Carvana is happy that the purchasing process was streamlined and easy, though we are disappointed to hear of the delays you encountered on your delivery. We do our best to provide accurate timelines, but we understand at times unforeseen roadblocks may arise. The last thing we want to do is deliver a car that does not meet our standard. We are truly sorry for the inconvenience this delay has caused. One of the great benefits of Carvana is our 7 Day Money Back Guarantee where a customer may return or swap their vehicle if it does not fit their needs. Please do not hesitate to reach out if you have any further questions or concerns.

Helpful Review? 2 People Have Voted

Posted on Nov 1, 2019

Delays on delivery

By Ebony C., Massachusetts, Verified Reviewer

Carvana moved my delivery date 7 days with little notice and offered no additional compensation to cover the cost of the rental I am using (my car was totaled) and car insurance premiums. I am a single, working mom and am now out almost $500. Hopefully they will deliver the vehicle on time the second time around, but I am concerned about this also. Would not recommend.

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

Company Response from Carvana

Nov 5, 2019

We appreciate you taking the time to provide us with your feedback, as we know your time is valuable. Carvana works as diligently as possible to ensure vehicles are transported and delivered on time, though we understand unforeseen roadblocks may occur. The last thing we want to do is delay a customers delivery. Your feedback has been provided to the proper teams to hopefully prevent this from occurring again. After reviewing your account, it does look like you were able to work with our inside team to have your concerns addressed. Please do not hesitate to reach out if you have any further questions or concerns.

Helpful Review? 2 People Have Voted

Posted on Nov 1, 2019

Carvana stood by their sale

By Liam B., California, Verified Reviewer

I am passed my 7 day return period, my registration plates are on the way.

I lined up my financing through Capital One.

There is a team at Carvana that helps make sure the car that you want is available through their system. It’s not as straight forward as it should but it's hard to tell if that is Carvana or Capital One’s fault.

I also complicated things by selecting a car and proceeding to purchase before realizing it was 2WD when I wanted an AWD.

This caused an issue down the line as that old one was used on the purchase and loan docs (I noticed and it was changed).

There was also an issue with being able to approve loan payment because you have 24 hrs to do that and I was traveling. We got passed that.

One real issue was that the photos of the car showed a scratch on the front bumper but in fact, someone had glued a crack that ran through the whole bumper from top to bottom. I saw it and highlighted it at delivery. I have to believe it was the previous seller and that the car sitting in a pound in central California melted and exposed a poor cover-up job. I followed up with Carvana and they told me to go to a body shop and get a quote with pictures, etc. I did that and through their warranty company (Silver-something) the repair was approved. The shop fitted a whole new front bumper and uncovered an issue with the headlamp housing which was approved for repair on the fly. The body shop said the process was the smoothest and easiest that they had experienced. It cost $3000. Sure it was an extra hassle and it must have wiped out their profit on my sale. I could have spent less time in hold but all in all, they dealt with it and stood by the sale and that I think is the important thing. I will now use them again and so it might be expensive customer acquisition but they will get their money back over time. I will post this in 2 other sites because Carvana deserves recognition.

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

Helpful Review? 4 People Have Voted

Posted on Oct 29, 2019

Seamless Process - not exactly

By Dina D., pleasant prairie wil, Verified Reviewer

First I will state this was to be my 3rd car purchase through Carvana. The first - fairly seamless. The second did not go quite so well - a miscommunication here/there, with the biggest issues related to the actual delivery time frame agreement. Caused me the need to rent a car, have insurance longer than needed, endless phone calls. Nonetheless, I made it through the process and the car was as promised. So when I needed to purchase another vehicle I turned to Carvana (albeit with some hesitancy). I did find a car which could be delivered by Monday (perfect timing due to upcoming travel plans), purchased, preapproved through BofA so this should have been a breeze! Right? Nope. Turns out I was not given all paperwork needed for BofA and when I called over the weekend to find out what was occurring I was informed I needed to upload a different agreement. They shared they were not aware I was preapproved or they would have handled it differently. Ugh! Really! We spoke and BofA is on all of my paperwork...They could not have called, sought clarification, etc? I ask "will we be able to keep the schedule" and I am informed that will depend on BofA and if they will be able to get this done. I remind them any delay is due to Carvana, not BofA. When I call for an update I am told BofA has not yet posted approval so we cannot reschedule until BofA responds so this is a BofA issue, not Carvana. By the end of that call, I am furious.

Take ownership Carvana! So now I head out of town and this time I am not as willing to forgive. And apparently Carvana does not care as they said "ok well, your offer will expire and it will go back on the market." No apology. No responsibility. At some point, the "cost" of these errors and good customer service is something that Carvana needs to take into consideration.

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

Company Response from Carvana

Oct 31, 2019

We truly appreciate you taking the time to share your feedback with us. Carvana aims to have an easy and stress-free approval process paired with high-quality pre-owned vehicles. It is disappointing to hear of the roadblocks you encountered during the underwriting process, and for this we are sorry. It is important to Carvana to ensure that customers have a smooth process with whomever they choose to finance with. Your feedback has been provided to the proper teams to prevent any hiccups from occurring again. Once again, we appreciate your patience through this experience. Please do not hesitate to reach out if you have any further questions or concerns.

Helpful Review? 2 People Have Voted

Posted on Oct 29, 2019

Unethical and unprofessional

By Dullio S., Hartford, CT, Verified Reviewer

Nothing good to say about my experience with this company. They wasted my time and when I called I contacted them with my concerns I was told that the conversation wasn't productive. I will never think to do business with such a company.

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

Company Response from Carvana

Oct 31, 2019

Thank you for taking the time to provide us with your feedback. Carvana wants to ensure every customer has a smooth and stress-free car buying experience. It is disheartening to hear that yours fell short of this. We would love the opportunity to address your concerns but we are having a difficult time locating your account in our system. Please contact us at your soonest convenience.

Helpful Review? 4 People Have Voted

Posted on Oct 29, 2019

Never again

By Robert B., Washington DC, Verified Reviewer

Five months later still waiting for tags, they lie about everything. Over $600 in fines on a car I cannot even drive without getting pulled over. Bought the car on June 1st, 2019, already one of the cruddy tires blew out.

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

Company Response from Carvana

Oct 30, 2019

We apologize that your overall experience with Carvana has been less than exceptional. It is never our intent to drop the ball with cosmetic issues and registration delays. We understand that back and forth communication to resolve this continuing issue is extremely frustrating. However, we are happy to hear that you have been in touch with our Customer Advocate Specialty Team to provide additional support to reach an amicable solution. Thank you for being a part of the Carvana family and we hope you have a seamless process moving forward!

Helpful Review? 4 People Have Voted

Posted on Oct 22, 2019

Update

By Jesse R., California, Verified Reviewer

10/21/19 Found the car back for sale on their website and no email letting me know. With it being back up this soon, that means there was no "fix" to the car and I was lied to. Very dishonest and poor business practices.

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

Helpful Review? 7 People Have Voted

Posted on Oct 22, 2019

Update

By Matthew C., Florence, SC, Verified Reviewer

Will see what happens.

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

Helpful Review? 2 People Have Voted

Posted on Oct 18, 2019

Worst car-buying experience EVER!

By Bonnie K., Portsmouth, NH, Verified Reviewer

Absolutely the worst car buying experience EVER! You people should be ashamed. EVERY TIME I speak to you about the same ongoing issue, I get completely different answers each time.

I purchased my car a couple of months ago. I received a call at the last minute letting me know their hauler wasn't working and 2 of their reps had to personally drive my car to me, from GA to NH. I was in desperate need of a car, so I accepted their offer. The car was a filthy mess inside and out upon receiving it. After the initial 7-day test drive, learning more about the car, which was skipped entirely when going over the car in person, I learned that my car was almost bone dry in oil and needed to go for an oil change right away, which is not 100% typical when buying a car through a so-called reputable company.

After another couple of weeks, I realized that my temp tags were about to expire. I called Carvana to find out the status of my registration and was told, I never sent in an Ltd. POA, which you all need to act on my behalf. I signed not only the POA, but a stack of other forms, in the 2 Carvana employees' presence, as well as in front of my husband. The 2nd Carvana rep who was there that day even signed as a witness and the 1st employee notarized it. The woman on the phone, when I later called to find out the status, had the audacity to ask me "well, maybe you accidentally kept it, so you can go get it notarized?" Ummm...?! If she had ANY CLUE, she would know I couldn't bring an already-signed form to get notarized by another party who didn't witness the signing of the form. AND, coincidentally, you have every other form that was signed by me on the date of delivery of my car...just not the POA?! So, not only do you all not know where that form is, but there is a signed POA, just floating around somewhere. So, you all got me a new POA which I signed, notarized and overnighted back to you ASAP. All during which, Carvana told me to go to the DMV, with only a P&S in hand to beg for another temporary plate. Which I did. And received.

And fast forward again to 2 days ago when I realized my temp tags were about to expire again. So I called Carvana and asked what this 2nd hold up is about. It's been well over 2 months and any communication about any of this seems to only be coming FROM ME, TO YOU...with STILL no resolution IN SIGHT. I told you all (2 days ago) that my local DMV wouldn't issue me another temp tag; the 1st time was a courtesy, since I didn't have the registration in hand yet...still! So you tell me you are going to put me in a rental, on your dime (but just wait...again, there's yet ANOTHER catch to this nightmare!). Apparently it is Carvana's policy to only rent out standard vehicles (Corolla or smaller). There's nothing wrong with that car, but if that small of a car fit my needs, I would've bought a small car instead of a full size SUV. Also, we were getting ready to drive 7 hours for a pre-planned trip (this is yesterday now) and there was NO way literally to fit all of our stuff! The 1st Carvana rep said she spoke to the local Enterprise Rent-a-Car and they advised her they were all out of SUVs. When we called back, a 2nd rep said that was incorrect; she didn't know if the local Enterprise had SUVs, or not, but that they didn't have the authority to upgrade us from a standard vehicle and that every member of the mgmt team was in an all-day meeting...and no one had the ability to override anything. The rep I spoke to actually encouraged me to drive my UN-registered vehicle the 20-30 minutes to the closest Enterprise location and risk getting pulled over and having my car towed, if not worse! So instead we wound up paying even more by taking a cab for the 30-minute drive to Enterprise.

My husband and I decided to just go to Enterprise and work it out ourselves, since all we've received from Day 1 has been lies and dealing with completely rude and incompetent staff. At one point, yesterday during all of this back and forth drama and lengthy conversations with DISGUSTINGLY RUDE and INCOMPETENT STAFF, the Carvana rep on the phone was yelling at me, LITERALLY (whomever is reading this...I encourage you to pull the phone call between us and your company to learn of this yourself), screaming over my voice so I couldn't get a word in. Once we got to Enterprise, the manager said no one from Carvana had called them at any point that day thus far and he didn't appreciate Carvana putting words into his mouth, that were not only unauthorized, but were lies. It turned out they had plenty of SUVs. After receiving a call from a Carvana Manager, it took about 30 seconds to upgrade us to the larger vehicle to suit our needs, but that we still needed to pay the deposit. Carvana has now taken over a $6.000 down payment and 2 months of car payments from me...and all I have to show for it is an SUV sitting in my garage that would be illegal for me to drive. And they STILL don't have an ETA for me for my registration!

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

Company Response from Carvana

Oct 22, 2019

We appreciate you taking the time to provide us with insight on your Carvana purchase. We are truly sorry about the multiple delays in receiving your registration as well as the condition of which your vehicle was delivered in as we understand this can completely turn around your car buying experience. Carvana prides ourselves in providing the best customer service, to hear that you received less then that is truly disappointing. After reviewing your account, we do see you have been in touch with our Post-Sale Department and were able to get your concerns resolved. We appreciate all of your patience and please don’t hesitate to reach out if you have any further concerns.

Helpful Review? 4 People Have Voted

Posted on Oct 18, 2019

"Where buying a car sucks"

By Carmen W., New York City, NY, Verified Reviewer

I've heard from my friends that buying a car from Carvana was more convenient than an actual dealership so I gave it a try. Boy was I wrong. There are just way too many people working on my case and each time they need to put me on hold to "understand the situation". The communication sucks, no one reaches out to you to let you know your process is completed or if there are documents that need to be signed. I was rescheduled for my car delivery 4 times! I would call 2-3 days in advance for a verbal confirmation of my delivery date and time as well as an email confirmation that assured me each time I am getting my car on time. I've called off from work 4 times to receive a car that I have been waiting for almost 2 months for and I still do not have the car! The advocates are unhelpful and not empathetic to my situation except for one, who promised me a reimbursement for my wasted time. And now they're telling me they do not reimburse. This business is inadequate even with it being a great idea, there is just no structure to the execution here.

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

Company Response from Carvana

Oct 21, 2019

Thank you for taking the time to provide us feedback regarding your recent experience. We are so sorry for what has transpired during your purchase process. Carvana prides ourselves in providing excellent customer service and to hear that you received otherwise is truly disappointing. Our team works as diligently as possible to ensure we provide our customers with accurate delivery dates and understand that at times we can fall short of that. We take your feedback seriously and will ensure that it is passed along to the proper departments. After reviewing your account, we do see you have been in touch with one of our Specialists regarding your concerns. Please do not hesitate to reach out with any further questions or concerns.

Helpful Review? 3 People Have Voted

Posted on Oct 18, 2019

Very bad service and delay the documents (registration)

By Arun A., Connecticut, Verified Reviewer

After the temporary registration expired, I didn’t get the registration, they told me it will take 15 days more...so I don’t recommend Carvana for anyone. Very bad experience, my car is going to waste for two weeks. I am an Uber driver, I don’t have a job for 15 days. Sfter I call their manager they don’t have any proper answer.

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

Company Response from Carvana

Oct 21, 2019

We are disappointed to hear of the miscommunication regarding your registration. At Carvana, we do strive to provide a seamless process before and after delivery of your vehicle. Thank you for your feedback as it is what allows us to grow and better serve our customers. We see that you have since been in contact with one of our Specialists. If issues persist, please do not hesitate to reach out.

Helpful Review? 3 People Have Voted
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