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

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Carvana

Overall Rating

2.2

543 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 543 Reviews
5 Star:19% 4 Star:3% 3 Star:6% 2 Star:11% 1 Star:58%
27% Recommend This Company
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Posted on Jul 22, 2017

They will change what they say

By Ricky Jackson, Dallas, TX, Verified Reviewer

I was going to buy a car from them in the beginning. I put my home address, and I told them where I wanted the car delivery (to my apartment because I was selling my house), the down payment was $800 down. My house sold, I put the apartment address on. When I got ready to get the car this week, they told me for the same car now the down payment will be $4,000 just because my address changed. That is crazy. They don't care and told me there is nothing that they can do.

Be very careful with this company. If you have one little thing changed, like the address, they will screw you on the down payment. I am going to a dealership.

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

Company Response from Carvana

Jul 25, 2017

Thank you for sharing details about your Carvana experience and bringing this matter to our attention. We are disappointed to hear you that you had a less than perfect experience with us. We are truly sorry. You are right in mentioning that an address change can sometimes affect the terms we are able to provide to our customers, as all information must remain consistent in our system.

However, the reason for your terms changing was due to the terms expiring, as well as selecting a higher priced vehicle. Carvana financing terms are good for 45 days, and we factor in your annual income, overall credit history, as well as the price of the vehicle.

We apologize if there was any poor communication from our team regarding this process. This is valuable feedback that has been passed along to the appropriate teams. Please contact us at 800-333-4554 if you have any further comments, questions, or concerns we can assist with.

Helpful Review? 20 People Have Voted

Posted on Jul 10, 2017

They are a joke

By Ricky Jackson, Dallas, TX, Verified Reviewer

I was going to buy a car from them. They told me that the down payment would be $800 down on the car that I was looking to buy but in a week. Later they told me that the down payment would be $4000 on the same car. I ask why and the answer that I got was because my address changed. I moved, and can you believe that it wasn't my job or my income, but for an address change? I never heard of a dealership or bank telling anyone that just because you move we are going to charge four times the down payment.

And no one would try to help me, everyone told me the same thing, "your address changed, nothing that we can do." So I will be going to other dealerships and will not buy a car from this place.

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

Company Response from Carvana

Jul 11, 2017

Thank you for sharing details about your Carvana experience and bringing this matter to our attention. We are disappointed to hear you that you had a less than perfect experience with us. We are truly sorry. You are right in mentioning that an address change can sometimes affect the terms we are able to provide to our customers, as all information must remain consistent in our system.

However, the reason for your terms changing was due to the terms expiring, as well as selecting a higher priced vehicle. Carvana financing terms are good for 45 days, and we factor in your annual income, overall credit history, as well as the price of the vehicle.

We apologize if there was any poor communication from our team regarding this process. This is valuable feedback that has been passed along to the appropriate teams. Please contact us at 800-333-4554 if you have any further comments, questions, or concerns we can assist with.

Helpful Review? 17 People Have Voted

Posted on Sep 5, 2017

Horrible experience

By Chris Williams, Phoenix, AZ, Verified Reviewer

Very horrible experience. The rep was also very snarky on the phone when it was their fault and wanted to argue me down. Not "Sorry sir, we'll get this taken care of right away."

The interest rate was a bit high as well, despite what they say because I ended up just canceling with these people and used another company.

They also seem to have a lot of sassy "youngsters" working there, and you know how disrespectful and snappy they can act. They also seem to drag you through the mud and stair step you rather than just having a better-streamlined application without all the hoops and stair stepping.

I wouldn't recommend them at all. Just go to a local dealership if you have credit issues; there are plenty out there that work with higher risk banks. If you want to get financing ahead of time, just google "auto financing" and plenty of options will come up.

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

Company Response from Carvana

Sep 7, 2017

We are sorry to hear that we were not able to deliver the true Carvana experience in regards to your recent purchase. Our goal here at Carvana is to provide you with an exceptional experience and we apologize we did not deliver on providing that with our high standard of customer service.

Our process is meant to be easy and simple to work with, and we apologize if we missed the mark with your recent purchase. While we strive to provide competitive financing options through Carvana, we apologize if the terms that we were able to provide did not work for you. Your financing terms are based on several items including your credit history, annual income and the price of the vehicle you are looking at.

All of this factors into our algorithm, which determines your down payment, monthly payment, and APR in regards to your Carvana financing. If those do not work for you, we do offer the ability to work with most banks and credit unions, which may be able to offer different rates. Please know this feedback will be passed along to our proper management team. While we are sorry we were not able to make it work with your recent purchase we do hope you were able to find a car elsewhere that you are happy and comfortable with.

If you have any other concerns or questions, please feel free to give us a call at 800.333.4554 and we will be happy to help!

Helpful Review? 11 People Have Voted

Posted on Sep 7, 2017

Completely unsatisfied

By Mark Leavitt, Louisville, KY, Verified Reviewer

If the option was available, I would give these clowns a zero. I was shopping for a used car and found what I was looking for on their site. Fair price and generally helpful people. I had a delivery set up for Tuesday at 4 pm. They called me on Saturday to confirm that my bank account had the required cash in it for that portion of the deal. At 12:30 pm on Tuesday the delivery guy calls to tell me they can't deliver my car today because someone made an error.

I returned my rental car at 10:30 am this morning and Uber-ed home expecting to be able to start my 7-day test drive this afternoon. I work nights and can be sent on the road on very short notice. Setting the delivery up for today worked with my schedule.

The vehicle is in Nashville, about a 2.5-hour drive from here, yet they say the vehicle can't be delivered until tomorrow at 11:00 am. I am curious why I wasn't contacted earlier in the day today or informed of this on Saturday when they were ensuring I had money in my account.

I called the Phoenix office and asked to speak to a manager and was told one would call me back in an hour or two. At this point, I am renting a car again and going to tell them that their inability to hold up their end of the deal will cost them the deal.

Although their price is fair, CarGurus and cars.com have similar prices and models available in my area.

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

Company Response from Carvana

Sep 8, 2017

At Carvana, our customers’ feedback is very important to us. We would like to thank you for sharing your experience for your purchase. We aim to provide a unique, hassle-free purchase process and we want to apologize that we were not able to provide that for you. There was a delay that was caused by transportation for your vehicle, but this delay is an inexcusable error on our end. We apologize for all the inconveniences this may have caused you.

We also apologize if your purchase delay was not communicated soon enough, these errors are sometimes unforeseen and we are consistently working to improve this process. We do see that one of our executive resolution specialists was able to reschedule you for the soonest delivery. Hopefully, we can turn your Carvana experience around, as we are looking forward to your delivery with us. We appreciate your continued patience and for being part of Carvana!

Helpful Review? 10 People Have Voted

Posted on Sep 19, 2017

Terrible experience

By KN, New York, Verified Reviewer

The sun visor on the passenger side literally fell off yesterday when my wife was doing her makeup. It won't reattach, and there's now a giant, ugly hole in its place in our new car. I'm guessing they put it on when they were preparing the vehicle, but did a lousy job.

With regards to the registration not being received and the temporary tags set to expire, they've offered to pay for a rental vehicle until the registration arrives. This is promised to be completed on 9/22. I will update this review in the future with the outcome.

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

Company Response from Carvana

Sep 21, 2017

Thank you for providing us with your feedback about the vehicle you purchased. We are glad to hear from you that we are working with you in regards to your current delay in the registration process. While we know this can be frustrating, we appreciate your continued patience.

Please know we will continue to update you as we hear more. We do apologize that you experienced an issue recently with your sun visor. Please give us a call at 800.333.4554, and we will be happy to explore what options we have at this time to help you further.

Helpful Review? 15 People Have Voted

Posted on Oct 4, 2017

Too good to be true

By Patsy Adas, Atlanta, GA, Verified Reviewer

The process was SO simple. I found the perfect car in less than five minutes, emailed all the paperwork and submitted each document as requested.

The car was to be delivered today at 9 am, and suddenly I received an email asking why we didn't pick our car up. We were scheduled for a delivery and the employees to speak with were either friendly and understanding or condescending and unpleasant. Why would we pick up a car when the whole advertisement is a simple process from home being delivered to you, we clicked delivery and never thought anything about it until the car didn't show up? And when it was discussed, there was never an apology, and the car was not going to be "re-delivered" until later this week, and that was not an option.

We canceled our perfect car and realized dealing with the dealership is clearly less stress than this joke of buying a car before you can even touch it. Great concept but they dropped the ball big time, so upsetting.

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

Company Response from Carvana

Oct 9, 2017

Thank you very much for writing a review to share your Carvana experience. We are so glad that you enjoyed the ease of our online car-buying process and found the perfect vehicle for you. We apologize for any inconveniences or miscommunication you may have experienced along the way. Customer service is our top priority and what we take pride in and would like to apologize if you felt that our customer advocate team was unpleasant at any time.

We do give the option to our customers to either pick up the vehicle at one of our Vending Machine locations or get the vehicle delivered. Your selection was for pick up and we did confirm via email about your pickup day and time. Again, we apologize for this miscommunication and would be more than happy to change it to "delivery" for you!

The reason for the later delivery date is because we do have a calendar we adhere to for our schedule availability that week. If you do decide to change your mind and come back to Carvana, we would want nothing more than to turn your Carvana experience around.

Please don’t hesitate to reach out to one of our executive resolution specialists at 800-333-4554 if you have any questions or additional concerns, thank you!

Helpful Review? 15 People Have Voted

Posted on Oct 4, 2017

It's really not that convenient

By Jessica Johnston, Florida, Verified Reviewer

I really hate dealerships in that it takes forever to get from point A to point B. It should not take three hours to buy a car, especially if you have done all of the research on the vehicle that you are looking for as well as coming prepared with all of the necessary documentation necessary. We all know the "waiting game" is a car salesperson technique, but you would think this site would be different. Unfortunately, NO.

After they sent an invalid link to upload my documents and me fighting with trying to find the valid site to submit them, they canceled delivery and made an arbitrary delivery date in which I wasn't available. They couldn't coordinate with my immediate schedule and told me that the new delivery date was too far out so I would have to start the whole process over again. Are you kidding me? How is this taking longer than if I went to dealership? What exactly did I save?

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

Company Response from Carvana

Oct 5, 2017

We really appreciate you taking the time to provide feedback. Our purpose is to provide a better alternative to the dealership experience and we apologize if we missed the mark. Our team attempted to reach out regarding the items needed and scheduling, but unfortunately, were not able to make contact. If additional documents are needed for underwriting purposes, we do request them within a certain timeframe so all information is collected prior to delivery.

We apologize if there were technical difficulties with our website preventing you from uploading the items requested. This is vital feedback for us as a growing company and we can assure you it will be used to make improvements for the future. Please let us know if there are any additional questions or concerns we can address for you at 800-333-4554. Thank you Jessica!

Helpful Review? 15 People Have Voted

Posted on Oct 6, 2017

A total nightmare

By Francis Rogers, Verified Reviewer

I bought a 2014 Jeep Cherokee Sport with 42,000 miles on it from Carvana six months ago. The process itself was not a bad experience, but about three weeks ago, while driving my kids to a piano lesson we stopped under a red light on a hill and the vehicle shut off, wouldn’t start and the check engine light and battery light came on.

I had the vehicle towed to my house because it was too late to take it to a garage at the time. At my house, the vehicle started again, so I called Carvana Care (SilverRock) and told them what was happening with the vehicle, and they told me to take it to one of the garages listed on their website to get it looked at, which I did. I took it to Midas in Chapel Hill, Akron, Ohio.

First, the Midas Mechanic told me after diagnosing the vehicle that it was the head; that was when my nightmare started. After that, they told me it was the head gasket, and then it was air conditioning, and the then there something wrong with the vehicle computer, and now there is a problem with one of the valves. I have requested they give my vehicle back to me, and they have refused to do so because they took out the head again.

During all this time I have been calling Carvana and letting them know what these guys are telling me and wondering aloud if they sold me a lemon. I even asked them if they would allow me to exchange this vehicle with all the problems it has and how much I am paying for it. Carvana refused to do that, but they want me to trade it in for far less for what I bought the vehicle for and buy another vehicle from them.

I have already missed a few days of work, and I can’t take my kids to their events because I currently don’t have a vehicle. I drive about 40 miles to and from work every day, which is why I need a reliable vehicle but Carvana doesn’t care about that. They got their money and that's all that matters to them. What kind of mess have I got myself into?

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

Company Response from Carvana

Oct 13, 2017

Thank you for reaching out to us with your feedback on your experience with Carvana. We sincerely apologize for the issues that have occurred with your vehicle. All of our vehicles go through a 150-point inspection, as well as a pre-delivery inspection to make sure they meet our standards. Our inventory is made up of used vehicles, which means there will be standard wear associated with them.

However, we are disappointed to hear extensive repairs were needed on your vehicle. Although we do not want any of our vehicles to need repairs completed on them, we are glad that you are able to utilize your extended warranty to assist with the repairs on the vehicle. Someone from our executive resolution team will be following up with you to discuss if transportation is still needed while your vehicle is at the repair facility. If you have any questions, please feel free to contact us at 800-333-4554!

Helpful Review? 20 People Have Voted

Posted on Oct 7, 2017

Absolutely terrible!

By Nicole Carrington, Silver Spring, MD, Verified Reviewer

I'm so upset I want to cry.

I've had my car for exactly three months and I've been experiencing so many different issues. I had to get an oil change one month after I got the car. I had to replace my battery 2 and 1/2 months after I bought the car. My headlight needed to be changed five days after I bought the car, along with putting air into my tires because I had low tire pressure. Now I need to buy new brakes and rotors.

All of these things were supposed to be checked before the vehicle was delivered and clearly wasn't. I've written to Carvana's repair department, left a message on the corporate phone and emailed the president of the company and haven't heard back from any of them.

Do not purchase a vehicle from here, I am warning you. I've already informed Carvana that I would be writing reviews and contacting the media due to this issue. It's not fair how I have to come out of my pocket to pay for the things that should've been inspected. This is an additional $2000 added. I also have the receipts for all of my services that I sent to Carvana just in case they didn't believe me, but clearly they do, and that's why I haven't heard back from anyone. As a new company, they should be concerned how they treat their customers. Sooner or later this company will no longer exist.

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

Company Response from Carvana

Oct 12, 2017

Thank you for sharing your experience with Carvana. We are sorry to hear about the issues you are having with your vehicle and we offer the complimentary 100 days or 4,189-mile limited warranty to help cover any mechanical failures during that time. All of our vehicles go through a 150-point inspection to ensure all items meet Carvana standards and at the time of sale. The brakes and rotors did exceed our specifications at this time.

We did speak with you regarding the brakes and rotors but were not able to offer any assistance as the vehicle was driven over the 4,189-mile limit. Given brakes and rotors are wearable parts, replacement time does vary on the driving conditions of the vehicle. The headlight issue was brought to our attention and we offered to get it resolved, but do not see a claim was submitted to our warranty company from a repair facility.

Again, we are sorry to hear about the concerns with your vehicle but appreciate your feedback. Please feel free to reach out at 800.333.4554 to provide any additional feedback or address any concerns.

Helpful Review? 20 People Have Voted

Posted on Oct 13, 2017

Horrible service and bad car that has major things to be replaced that is life threatening

By Kenyuna Baker, Atlanta, GA, Verified Reviewer

False advertising and horrible car.

When I first purchased the car in May, I had to get it serviced at a Mercedes Benz because the tires were in critical condition and the speedometer and dashboard sensors were not correct. The back seat was lifted up, the seats and air vents were pealing, headlights went out the 3rd week I had the car to be scheduled for service three times.

Carvana and SilverRock stated that the repairs would be done and now that the car has been repaired they don't want to cover the bill. I've been without my car for four months because repairs are life-threatening.

Advocates at Carvana and SilverRock didn't put in the correct notation about my 2014 Mercedes C250. I have emails and recorded phone conversations with multiple advocates from Carvana. Before you purchase, get the car inspected on the first day because they will do anything to sell you a lemon.

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

Company Response from Carvana

Oct 24, 2017

We are sorry to hear that your recent experience was less than satisfactory. We know you had contacted us earlier this year about a few issues you have been experiencing with the vehicle. At that time, we went over the procedure to have information from a mechanic or dealership sent over to our repair team.

However, after speaking with you we never received any information stating what those issues were, therefore, we couldn't process any repairs. We know you chose to add the additional Carvana Care warranty prior to the completion of your purchase. After cross-referencing our recent conversations with our Carvana representatives and the SilverRock representatives, we are able to see that the issues found are not covered under Carvana Care warranty.

While we understand this response is not what you were hoping for, we are only able to work with what our extended warranty package includes in coverage. We know you have been in contact with one of our Executive Resolution specialists in regards to this response as well. However, if you would like any additional follow up, please feel free to contact us at 800-333-4554.

Helpful Review? 18 People Have Voted

Posted on Nov 14, 2017

Horrible long drawn out process

By Ricardo Mendiola, Dallas, TX, Verified Reviewer

I found a Toyota 4Runner 4x4 with a third-row seat online through Carvana. Well, basically you have to buy the car before you even see or test drive the vehicle. You cannot see the vehicle first; you have to buy and then they will deliver it. You have to give them a copy of your driver's license, bank account, you have to give them the money for the vehicle, get insurance on the car, and sign the buyer agreement before you even see the car.

This has been a horrible experience. I promise if they keep this business model they will be out of business very soon.

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

Company Response from Carvana

Nov 14, 2017

Thank you for reaching out with feedback regarding your recent Carvana experience. We apologize for any confusion that may have taken place during your online purchase process. Please note, that Carvana’s policy mandates that we do not process any funds prior to your delivery if you reside in a local market. In your case, you would not be charged anything for the vehicle until it arrives at your front door in order to give you an opportunity to inspect and drive the vehicle. While we do require certain items such as your driver’s license, banking information (for any applicable down payment) and loan verification with your third-party lender, we do this to ensure that if you do choose to accept the vehicle upon delivery, we have everything in order to finalize the purchase that day. We do ask that you sign a few contracts prior to your delivery, the contacts will always be dated for the tentative date of your delivery/pick-up and do not fully take effect until you choose to accept the vehicle.

Those contracts are tentative and if for any reason you need to make changes to or choose to not move forward with the purchase, the contracts can easily be changed and resigned. We understand that our process is not for everyone and encourage those who are confused to ask us as many questions as possible to gain a further understanding of our policies. If you would like to continue with your purchase reach out to us at 800-333-4554 and we will be happy to assist with the process and verification steps.

Helpful Review? 17 People Have Voted
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