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

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

Please, this is a joke...put car info in and figured let me see for real what the deal is here. A car that is legit worth $5000, a 2017 Cadillac DTS, these shysters offered literal pennies on the dollar. Advice, sell privately or trade in with a dealer and get half of what the car is worth!

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

I do NOT see how this is easier, quicker or better than going to a traditional dealer? The only advantage I could find was there is no "dealer fee" that's tacked on at the end that we ALL hate. Unfortunately, I can NOT recommend using Carvana until they get the stuff together, they are very disorganized, different departments have no idea of what documents have been sent, and they NEVER call you, only email. I called the customer service line twice, the first time I got a message that my wait time was 8 minutes and I could either wait or have a rep call me back in approximately 8 minutes, the message said I would NOT lose my place by choosing that option which I did. It's now been 3 days and I still have yet to hear from ANYONE at Carvana. Sadly the call was about trying to finalize my pending deal that was stalled due to them not being organized.

About a day later I tried it again and this time it was a 15-minute wait and the same thing, no phone call back again. You don't have to enter anything when choosing that option so it wasn't my error, they pick your number via caller ID, repeat that number to you and then ask if this number is correct. I would love to know how many deals and/or customers Carvana has lost because of such POOR service, according to several recent professional reviews Carvana still has yet to turn a profit, uh-duh, really, that's a no brainer. I have owned an eCommerce business for several years and when you're an online ONLY business you had better make your number one priority that the customer is quickly and constantly contacted until the sale is finalized! If you do not do this simple task "potential customers" will walk, find another online seller or in this case another online seller or traditional dealership, find a different color, model, etc. they like better. With every traditional dealership have expensive websites advertising their cars and with there being 2-3 other "valid" online-only car dealers operating, staying in constant contact until the sale is finalized is just common sense Carvana...come on!

Carvana lost out on $36,000 with my sale plus whatever they would profit off my trade (BMW X5 M-Sport) simply because they couldn't find the payoff my bank faxed to the number THEY provided with the requested info attached. I received an email stating my time had elapsed and because I did provide that document the car is back for sale. I could have fixed the issue by calling in a 3rd time I'm sure and WAITING to speak with someone this time and not select the "callback option," but I had already wasted 4 days doing this crap when I do NOT have to do it at a traditional dealership. So I guess I'll just find my new car at a traditional dealership and screw the online crap, because in my opinion that's what it is, you shouldn't expect to get your vehicle quickly even though they tease you with it! With a traditional dealership, I simply drive there, do a little negotiating which isn't a big deal to me, pay for it and then drive home WITH the new vehicle all within about 2.5 hours and won't have to waste 4 days talking to a damn computer chat rep!

There are plenty of great books out there that explain the "must do's" when running an online-only business, I might suggest a little research, respectfully...

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

I received my vehicle on July 3rd. Almost 3 months later and I have yet to receive my license plate and registration card. My temporary license plate expired in August. I have to drive out of town for a conference in a week and I am worried that it will not arrive by then. I have called so many times for information and never get an answer. I’m at my wit's end. This is a nightmare.

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

And their stupid response is call to get "looked" at, we have a warranty, but they fail to tell you they won't cover anything. And you have to take off work, find a dealership with a shop, weeks spent of wasted time on a piece of junk that doesn't start half the time. And they are not a company you can go and speak with someone - they are nowhere other than online so call, hold for hours, get hung up on, that is how they do business because you have no dealership to go to and speak with a person. You get no help at all.

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

I will start off by saying yes, the car search and initial purchase experience was easy and almost relaxing compared to the stress of having to go to a dealership and fight tooth and nail for a good deal. But that is where the good experience stops.

Completing all the paperwork becomes quite time-consuming. And the whole time you are filling out the forms you watch the timer tick down saying "complete now for guaranteed delivery." After rushing thru I was guaranteed delivery on a Tuesday (7 days away). The first bummer. Monday, the day before pickup, I received a phone call from a rep that the delivery truck never showed to pick up the car. Quite a head-scratcher. So the next delivery date will be the following Tuesday. The rep 100% guaranteed me this date the car will be there. 6 days later again another phone call. Right away I could tell by the rep's tone of voice it was more bad news. Again I’m told the delivery truck just never showed up and my car was sitting in Cleveland. Well, that’s a shocker because originally I was told the vehicle was coming from Indiana. I tell the rep I can’t wait 7 more days. I need this car and I will be away the next week. All he says is I don’t know what to tell you. You can cancel the order.

I almost feel like the vehicle I ordered didn’t exist. There is no way Carvana wouldn’t be able to get the car to me, especially if coming from Cleveland, which is only 7 hours from my house in over 14 days. It’s truly a shame because buying online seemed like a great change from traditional options but don’t fall for it. I also think Carvana needs to look up the definition of guaranteed.

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