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

Purchased a 2011 Jaguar XJL and was, for the most part, very pleased with the process (placing the order, the feedback, signage of paperwork, delivery, etc.). However, the 150-point inspection needs some serious work. Less than 300 miles (2 weeks) into driving the car, there was a huge puddle of coolant on my garage floor. I also noticed that one of the rear AC vents was not blowing. So I brought antifreeze and took the car to the dealership. Silver Rock did approve both repairs, which was a plus (no additional money out of my pocket - but did spend unnecessary time and fuel). The dealership also found that the engine belt was worn and that the cabin pollen filter was excessively dirty. I had the dealership replace them both at my personal expense ($409.35). All these issues should have been addressed during the 150-point inspection. In addition to these mechanical issues, there is overspray on my windshield and passenger side window. No idea why, since the Carfax says no accidents. There are also gray-colored arrows on the body of the car, maybe drawn on there to point out defects that needed attention. Two of the tire air pressure caps were missing (called Carvana about that and was told "they are relatively inexpensive, you can go by some and we will reimburse you". I didn't bother sending in the receipt, as I felt they should have sent some to me, instead of inconveniencing me. These issues should have been addressed during the detailing and washing of the vehicle, prior to delivery to me. I paid over the market value for this car, with the hopes Carvana had done exactly what they said they had done in the car's bio. I'm disappointed with the condition of the car and expected better.

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

I purchased a 2018 Land Rover Velar. The car had many many nicks, dings, and scratches when it was delivered. These cosmetic imperfections were not showed nor indicated on their advertised website.

Also, the activity key (wrist band shape) that was supposed to come with the car (it was seen in the advertised photo) didn't come with it.

I explained these issues to the driver who delivered the car to me, and he promised me to contact the Carvana regarding them.

I got email from Carvana that offering only $100 for those sever cosmetic imperfections. I responded to cover more, but they refused.

Also, the message included the missing activity key, but I couldn't clearly understand what I need to do, so I replied for more detail. Since then, I didn't get any reply back from them even though I sent an email a few more times.

Finally, I called them today because 100 days of Carvana's warranty will expire soon, but they said that they cannot do anything about the activity key since 30 days were passed since the first email.

First of all, it is their fault not delivering the key with car, and also not responding to my reply email for detail. They are now accusing me of not acting in 30 days.

I will not buy any car from Carvana from now on. Their customer service is not satisfactory at all. They are avoiding their big and initial mistakes and laying the blame on the customer by a small mistake.

This will not happen if they deliver the car with everything it supposed to come with.

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

We initially thought Carvana was a great experience...Little did we know that when we actually had a problem with the vehicle we bought, Carvana would not stand behind their product. We called on Friday when we were still under warranty and were told to take the vehicle in on Monday. Our travel over the weekend made our mileage go over and now CARVANA/SILVERROCK will not cover the $855 expense due to a faulty electrical system. VERY DISAPPOINTED!

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

The biggest thieves! Please read carefully!

This company doesn’t care about you, they will do anything in their power to steal from you. Facts: They will deliver the car to you, they will take the money from the bank account if you approved BUT the other side is that they will do anything to repossess the car from you! I have paid more than 60% of the car. Never missed a payment...and I woke up today and my car was gone because of none registration. I have sent the documents for them TWICE! And today they just took it away! FINAL repossession and no negotiation! Zero refunded, so basically I have lost more than $13k for those people. DON'T MAKE BUSINESS WITH THEM. I was so desperate to buy that car...and definitely didn’t consider such a thing! Believe it or not, it is the worst decision in my life.

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

Carvana seems like a great idea and business model. Indeed, the car we got is nice and I like it very much. However, it has been over two months since I "bought" my car and they still haven’t registered it. Took a month for delivery. Four reschedules.

The headaches and stress to get the car are not worth it. Plus, since they delivered a month late, and still haven’t registered my car 45 days after delivery, it has cost so much more than a dealer. I have a lovely car that cannot be driven because their third party vendor in my state never actually did anything to register the car. I contacted my state’s DMV with the VIN to find out and they told me. Carvana tried to blame me for the delay. They have 20 days to register in my state and as of 40+ days after the sale, NOTHING had been submitted for registration.

I feel like such a chump having been ripped off by these guys. Between the rentals, time off of work, and stress I have easily paid over a $1,000 more than I would have at a dealership.

RUN. Do not do business with Carvana.

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

Worst experience with them! Thoroughly disappointed! I ordered a vehicle and after making me do all the paperwork, and after making me wait for a week a person from Carvana calls and says this vehicle has a problem on the day of delivery. I thought this is a one-off issue and ordered another vehicle, after making me do all the paperwork again and making me wait for another week. On the day of delivery they sent the pictures of a car with heavy rust and asked me if you want it to be delivered. I was shocked. They didn't do the checking earlier which wasted three weeks of time and money (I was doing uber to work). I specifically requested them to check earlier given my first experience. There is something seriously wrong with these guys. I don't know what the hell is their 150-point inspection.

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

I tried to purchase a 2016 BMW 428i convertible. Had everything set to go. The day before my pick up date they contacted me to tell me there was a mechanical issue with the car. How does a car that goes through a 150-point inspection just prior to being listed found to have a mechanical issue? Even better the following day, which would have been my intended pick up. I receive a call saying that the car is delayed due to shipping. Nothing is mentioned about the mechanical issue. When I press for details, the rep scrambles for lies and excuses. At this point, they have already lost me as a customer. However, I decide to play along. I ask for a rescheduled pick update and it is scheduled for the following weekend. Sure enough, the night before, I get a call telling me that the car has a mechanical issue and will not be able to leave the inspection center. At this point, I canceled the order.

This company is as shady as they come. They do not deliver on anything they promise! Don't be foolish like I was. I figured it wouldn't happen to me and I was wrong. You will be wrong too! I am so thankful that this experience turned out this way because I am certain that I saved myself years of regret and agony. All the signs are there. Junk cars, non-existent inspections, crappy repair work and tons of lies and excuses. Go to a dealership. While I agree it is a hassle to deal with a dealership, it will be how I continue to conduct my car buying ion the future.

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

Searched for weeks for AWD vehicles only and decided on a Genesis. Purchased one through Carvana, their ad specifically stated AWD and New Tires. All went smoothly until the day of delivery when they said they heard a noise when they loaded it on the truck which they would take care of but it would be another week. Received vehicle and it looked and worked great. Had it several weeks before it rained and it seemed like tires slipped from a dead stop on acceleration. Thought it was a fluke but it happened every time the pavement was wet. Took the car into the dealer after two months and 3K miles for an oil change and tire check. The tech told me the tires on the front were new and a different tire on back with half the tread depth. I asked if the different tires would cause the slipping. They asked if I had AWD or RWD, I said AWD. The Tech looked at it again and said you have RWD! Called Carvana that Friday and Serena said she would get back to me. She never did. Called them again the following Wed. Mary said it was past the seven days so all they could do was buy back my car and sell me another one. But their offer was $5K less than I paid for it. And they wanted a larger down payment than the first car. Together Mary and I looked at other Genesis and found two more that had ads of AWD but the sticker said RWD. I am heading into winter in WI with a useless vehicle and they could care less!

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

Bait and switch.

I purchased a car from them online and photos don't show all the damages. I get a call that they damaged the car in transport, when I get there to pick it up they say "don't worry, I will take photos and they will fix it" as well as additional damage. The problem is, they don't fix it. I then decided to swap for another car but a day later after signing contracts they call and say they need more money down, so I said just leave it alone, I will keep the original car until I find one that fits with down payment, in the meantime they had to rebuild the original car and it ended up putting me out of the 7-day return period. Very dishonest and deceptive car dealer.

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

One of the biggest disappointments of my 57 years on the planet. Put a purchase on a car they say is coming soon, takes 3 weeks to come soon and this is for a CASH buyer. They say they sell only non-accident cars that they put through a 150-point inspection.

Well, they LIE and must have very incompetent people doing the inspections. I paid an outside source to check the car, something I advise you do on any used car. The things they found amazed me for a car they supposedly check before selling. Rear windshield wiper not working, breaks in bad need of repair, and WORST OF ALL, the driver side of the car has been REPAINTED. I was told no way they did not notice this if they inspected the car.

Read their reviews on their website closely, all the 5 stars are people that SOLD cars to them. Read the reviews of people like me and they are not that good. I've already told them to pick up the car. Interesting thing is so far I don't see how I can leave a review on their website. Buyer beware of Carvana!

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

I cannot begin to describe how horrible this company has been, but I will give it a try none the less. I bought a vehicle (2013 WRX with 25k miles one it) back in March of this year. I got a call on the delivery date informing me that there had been a delay in shipping, and that the vehicle would be a week late, and no explanation was given. After a week, about 2 hours before the vehicle was suppose to be delivered, I got another call informing me that they had damaged the vehicle, and had to replace the front bumper. I was assured that the damage to the vehicle would not show up on a Carfax, and that the repair work was guaranteed, in addition, they would also take $250 off the sticker price. The fact that only $250 was offered after they damaged the vehicle I was buying was a joke in the first place. Well that $250 never came off the sticker price. When I asked about it later, I was told that they couldn't do the change to the sticker price because I had already signed a contract, and it would be too much work to rewrite the contract, so they offer to just send a $250 check. I attempted to explain that the difference between $250 off the sticker price was considerably more than just a $250 check when you take interest paid on the car into consideration. I was told, there is nothing they can do except send the check. I said fine, and accepted the check. The bumper that was also "replaced" started so slip, creating a large gap between the corner panel, and the bumper flaps any time I get on the highway. They said they would submit the repair, and a shop would reach out to me...

Fast forward to today. I still have never seen a check, nor have I heard from a shop. So when I called today, I was told, "Sorry, they never submitted the check for approval, but we will do it now, and the repair center said there are many reasons why the bumper could be loose, so they will not accept, or fix the bumper."

In summary, Carvana has dropped the ball in every step throughout this process, and on every single occasion, I, the customer, has been on the short end of the stick with no regard whatsoever on their behalf. If I had the option to void the loan, and just give the car back I would, but seeing as how Carvana seems to genuinely not care, I have resorted to complaining about every last website that will listen. BEWARE...STAY AWAY...YOU'VE BEEN WARNED!

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