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

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Carvana

Overall Rating

2.2

541 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 541 Reviews
5 Star:19% 4 Star:3% 3 Star:6% 2 Star:11% 1 Star:58%
28% Recommend This Company
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Posted on Oct 29, 2021

Alternator went out, only had it for 2 weeks

By Ari J., Illinois, Verified Reviewer

Had my car for 2 weeks now and the starter died. One of the main components of the car. They will let me trade the car in for another vehicle since it is out of the 7-day return, but there should be an exception if something like that happens. They are paying for the repair. It’s just the simple fact, I want another car that is similar to the value of this one or my money back. Didn’t even pay the first car note yet and there is already a problem. I want another car because this was a horrible experience.

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

There should be more time for refund period

No help

Company Response from Carvana

Nov 10, 2021

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Posted on Sep 16, 2021

Easy, questionable, with hope.

By Karl G., Oro Valley, AZ, Verified Reviewer

So the ease and delivery were great. Today is about day 30 - battery died ($174.00). Vehicle was illegal to sell with frayed and cut seatbelt on the passenger side hidden under belt guide, right rear child lock was broken and people are stuck in the car. Registration - in 1 day, September 15, 2021, I will begin losing $350-$750 a day due to Carvana’s inability to procure a simple registration (it’s been 30 days).

Length of Use: Less than 3 months

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

Pros and Cons

Ease of use

Customer service

Unchecked vehicle

Illegal and unsafe vehicle

Registration is slow

Company Response from Carvana

Sep 19, 2021

Carvana prides itself on providing our customers an exceptional car-buying experience coupled with high-quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money-Back Guarantee, however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your concerns. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Posted on Sep 10, 2021

Very bad experience

By Agata M. , Las Vegas, NV

I have purchased a car from Carvana and traded one in at the same time. It has been a terrible experience. Please learn from it and don’t repeat my mistake.

This transaction happened in late June and they have yet to report their purchase of my trade-in car to the DMV. This resulted in registration for the trade-in car being suspended and me facing fines and penalties. For the car I don't own, Carvana does! Representatives at Carvana assured me that they will transfer my old plates to the new vehicle but failed to do so. They just processed my car purchase as a new registration, while completely neglecting to do anything about the car I traded in.

They are now refusing to fix it, stating I must deal with it by going to the DMV myself. Not only do I get to partake in this “pleasurable activity”, current wait times are 1–2 months for an appointment, increasing penalties. Janette J. (“senior consumer advocate”) and every rep at Carvana I spoke to have admitted to this mistake and apologized but they are refusing to take responsibility and provide the service that was promised. Truly a shame.

Please stay away from them! It will only cost you time, aggravation, and money in fees and penalties when they overpromise, but underdeliver.

Length of Use: Less than 3 months

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

Pros and Cons

No “pros” were specified in this review

Not getting the service I was promised

Lack of resolution of a problem caused by Carvana

Company Response from Carvana

Sep 17, 2021

We are so sorry about the miscommunication regarding your registration for the vehicle that was sold to Carvana and the one you purchased from us. We never want our processes to cause our customers any stress or inconvenience, and it looks like we failed to do so this time. Today, we see that you continued to work with our Executive Resolution team to have this resolved. We appreciate your time and patience in working with us and look forward to doing business again with you in the future.

Posted on Aug 17, 2021

So far so great

By Lianne R., Arizona, Verified Reviewer

The process has been extremely easy, user-friendly, and everyone I've come into contact with through Carvana has been wonderful! I am a very big fan!

Length of Use: Less than 3 months

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

Pros and Cons

User-friendly service, easy approval, fast process

Great customer service when it is needed

Great prices on my trade-in and purchase

Don't know how I could test driven before it was delivered without going to a dealership but they offer the amazing return option

Posted on May 7, 2021

Car has a battery drain issue.

By Frederick G., Indianapolis, IN, Verified Reviewer

My wife purchased a vehicle from Carvana on January 26, 2021 and it has been in the shop 5 times. The first time at the repair shop that they have a partnership to do repairs with, and the last four times at the dealership who also could not diagnose the problem. Contacted Carvana who relayed to my wife that if she returned the car it would be a significant loss refund-wise, and that she would have to come up with a substantial down payment to purchase another car. No thank you. I have reached out to the Attorney Generals' office here in Indiana, also I have contacted two local TV stations and their investigation fraud department. My wife bought the extended warranty, and the vehicle is garbage. I understand when buying a used vehicle, there are enormous risks that are undertaken, but not even wanting to negotiate some type of deal is plain greed.

I hope if whoever is reading this, if you are considering doing business with Carvana, buyer beware. Hope you have better luck than we did. We are stuck with a lemon, my wife works the night shift, so I am letting her use my car so we do not have to worry about her vehicle not starting. Three months and the vehicle has been in the shop four times. Awaiting to hear from the Indiana A.G. office and the local media. Good luck.

Length of Use: 3–6 months

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

Pros and Cons

No “pros” were specified in this review

No interest in trying to solve our issue or no mitigation

Company Response from Carvana

May 12, 2021

Carvana prides itself on providing our customers an exceptional car-buying experience coupled with high-quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. Carvana would be happy to look into this matter further, but unfortunately, we are unable to locate your account. Please reach out to us at (800) 333-4554, and we would be happy to assist.

Helpful Review? 2 People Have Voted

Posted on Apr 30, 2021

Go to a dealership, less headache

By Stewart A. , Suffield, CT

I bought a car from these guys, the delivery got delayed on Monday so I had to wait until Tuesday. Thought my seven-day trial was going to get extended until next Tuesday, but I was wrong. I got cut from the delayed delivery date, next my car had a check engine light the second day I was driving it. Called the warranty department and they told me to call the shop. Called the shop and they told me they didn’t have the tools I need to do the job. Called the dealership and they started taking me around, telling me they weren’t gonna cover it, so I ended up bringing the car to my mechanic shop. I’m getting it fixed on Wednesday the 28th. I got the car delivered on the 13th, I was also told I was going to get the seven-day trial extended from the day it was fixed, they went ahead and just did a little extension on it so it ran out on the 21st. So I’m driving around a car that I cannot return, that I thought I was gonna be able to return when I was able to fix it if I didn’t like the car, but now I’m stuck with it if it turns into a piece of crap. I’ve had this car for almost 2 weeks now and I’m having serious regrets.

Length of Use: Less than 3 months

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

Company Response from Carvana

May 5, 2021

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles for their means of transportation and lifestyle. In terms of the mechanical concerns you mentioned, all of our vehicles go through two separate inspections- our initial 150-point inspection and a second pre-delivery inspection prior to the delivery of the car. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your concerns. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Helpful Review? 1 Person Has Voted

Posted on Apr 23, 2021

Selling car

By Cyndy H., South Carolina, Verified Reviewer

The most pleasant transaction! Thank you Carvana. I would recommend this to anyone who is in the market to sell a used car.

Length of Use: Less than 3 months

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

Pros and Cons

Trustworthy

Quick and clear communication

Professional and polite employees

No “cons” were specified in this review

Helpful Review? 2 People Have Voted

Posted on Apr 20, 2021

Sold my car

By Asusan M., Bristol, IN, Verified Reviewer

I sold my car with Carvana. They picked it up, with a wonderful young man Chris, out of Grand Rapids, it was fast, professional, and perfect!

I would recommend Carvana to anyone.

They gave me a great price for my car and didn’t push...buy one from us!

Length of Use: Less than 3 months

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

Pros and Cons

Efficiency and professionalism

Very helpful people when I had a question

Good price

No “cons” were specified in this review

Helpful Review? 1 Person Has Voted

Posted on Apr 7, 2021

What a sham!

By Jeff N., St. Louis, MO, Verified Reviewer

Bought a $20k car 4 weeks ago for my wife for our anniversary. Following three failed delivery dates, still no car and anniversary has passed. They had one excuse after another with no answers on what the status of the car was. Said it had a bad headlight, but the supposed 150-point inspection shows the headlight was inspected and working. I have spent countless hours on the phone with them, to no avail. Plus a rental car for three weeks now, what a joke. Save yourself the headache and do not use Carvana! Worst customer service ever!

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

Company Response from Carvana

Apr 14, 2021

We appreciate you sharing your concerns and experience with us. Carvana strives to provide a streamlined and enjoyable car buying experience for each and every customer. We apologize that your experience has not followed our standards. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. We hold customer satisfaction to a high standard and if there is anything else that we can do for you, please do not hesitate to give us a call at (800) 333-4554.

Helpful Review? 2 People Have Voted

Posted on Apr 6, 2021

Buyer beware

By Nicolas B. , New Jersey

All well until they brought the wrong color car inside and out. They had the right color in the stock car but now they wanted almost $1500 more, same year but 5000m lower.

After I refused the car I could not get through to anybody until I initiated a purchase on the more expensive one. I asked them to give me that car for that same price because of their massive screw-up and all the trouble I went through with buying process insurance, etc., and the answer was, "we don't negotiate."

I asked to speak to a manager but none was available at the time but one called me some 24 hours later to give me the same answer. So buyer beware.

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

Company Response from Carvana

Apr 14, 2021

Thank you for taking the time to reach out regarding your recent Carvana experience. It is disheartening to hear that your vehicle was listed incorrectly on our website as our intent is to never mislead you. In order to be as transparent as possible, we list the original window sticker and provide a 360-degree tour of the vehicle. With every vehicle purchase, Carvana offers a 7-Day Money-Back Guarantee because we would never want a customer to keep a vehicle they do not love. We are very sorry for letting you down and appreciate any and all feedback. If you have any further questions or concerns please do not hesitate to utilize our 24/7 chat service and we would be happy to assist.

Helpful Review? 1 Person Has Voted

Posted on Apr 5, 2021

Sold my car to Carvana

By Candra M., Minneapolis, MN, Verified Reviewer

I was skeptical at first but it was a very easy and quick process. I went online and requested a quote for the sale of my car (not trade-in). I was given a quote of almost $2k over KBB so I was happy. I owed a little more than the quote so I got a cashier's check for the difference. They scheduled the pick-up for 3 days out, they were on time, had the bill of sale paperwork all ready and loaded up the car. Exactly 7 days later I was notified by my auto loan company that the car had been paid in full. Super easy!

The one thing I did not like was that Carvana doesn’t make a note to your Carvana account to track the process. After they picked up my car, I didn't hear anything else from them by e-mail or phone. I found out the transfer was completed only from my car finance company. Overall a good experience with the sale. Would recommend!

Length of Use: Less than 3 months

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

Pros and Cons

Easy

On time

No follow up

No call or email saying payoff was sent to my bank or that the title was successfully transferred

Helpful Review? 1 Person Has Voted
Showing 12-22 of 541

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