Under the circumstances of the pandemic, it seemed to make sense to give Carvana a try. We found a 2017 Ford Escape for a little under $20K that would seem to fit us well and got a decent trade-in value offer for our old Honda CR-V. All seemed well until I tried to complete the transaction. We have the cash on hand and don't need financing, so I clicked on the cash option.
Next, it took me to a screen for extended warranties. We don't want one, but there was no option for that on the screen. The only two choices were a $950 upcharge for a 2-year warranty (with mileage limitations) or a $1000 upcharge for a 4-year warranty with a slightly higher mileage limit. I saw nothing about a mandatory extended warranty payment before this point, and especially since we were going to pay cash, I see no reason we should be forced to get one. (Apparently, they are not as transparent as they claim.) Nonetheless, I clicked on the 4-year option with the thought of worrying about it later.
Next it took me to a page where I was supposed to upload a copy of my the front and back of my driver's license, and that is where I just decided to give up on the whole thing. Using the scanner of our high-quality computer printer to capture the license image (looked perfectly legible to me) three times the website kept telling me the image wasn't good enough and I should try again. Having already wasted a half-hour on this one step and not knowing how many other tedious steps there were in the process, I just decided Carvana is not for me.
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
Apr 17, 2020
We appreciate your feedback and we apologize for the experience on the site. At Carvana, we strive to make purchasing a used vehicle online as easy, seamless and convenient as possible. We are completely transparent with our process and apologize if there was any confusion on our website. Our extended coverages are there to provide peace of mind for customers throughout their vehicle’s life, but it is never a necessity to purchase. We would love to get the chance to help you in your car buying journey by mitigating any issues on the site whether it is declining coverage or uploading your driver’s license. Please know you are welcomed to give us a call with any questions at (800) 333-4554.