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 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? 2 People Have 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? 2 People Have Voted

Posted on Mar 23, 2021

Dragging noise from rusted breaks on new car

By Caprese S., Dallas, TX, Verified Reviewer

I recently purchased a 2020 Kia Telluride with very low mileage. In less than ninety days of delivery, I start hearing a dragging noise underneath like something is hanging from the car on the ground as I drive. I turn the radio up to drown out the annoying sound. I take it for diagnostics and they confirm the breaks and rotors are rusted. Again, I just got the car. The car is still under the manufacture’s warranty and I paid for the extended warranty. Carvana is refusing to cover the cost of replacing the breaks because they said the rust does not affect the drivability of the car. The issue was escalated to management. The Kia repair service even sent pictures of all the rust and management declined to cover. I do not recommend using Carvana. This is poor customer service. Basically, they want me to drive around with a noisy car after paying thousands of dollars for it and an additional warranty. Never again will I purchase another vehicle from them.

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

Substandard level of customer service

Company Response from Carvana

Mar 25, 2021

Thank you for taking the time to provide us honest feedback about your recent experience with us. Carvana prides itself on providing our customers an exceptional car-buying experience coupled with high-quality pre-owned vehicles. We have high standards- we check to ensure the vehicle does not have fire, flood, and embedded rust damage. After reviewing your account, we do see that you have been in contact with a specialist to reach an amicable solution. If you still have any questions or concerns, please feel free to reach out to us at (800) 333-4554.

Helpful Review? 2 People Have Voted

Posted on Mar 12, 2021

Buyer beware!

By Catherine and Jed D., Las Cruces, NM, Verified Reviewer

First off, let me say that we have used Carvana previously to purchase a Mustang convertible during the summer of 2020 and that experience was pretty positive, minus the issues with registering the vehicle here in New Mexico. In this case, the car was delivered to us here, in New Mexico. We just had to take an Uber to pick it up. As for the registration, we are in a pandemic so hiccups were expected.

Our newest experience started over three weeks ago (3/10/2021), when we decided to purchase another vehicle, as our son now has his learner's permit to drive. I carefully took several days and looked at tons of vehicles, analyzing the pros and cons of the different models. Finally, I selected a vehicle and my husband started the purchase. This part was relatively easy and my husband made the comment that we would probably never buy from a dealership again. In hindsight, that comment was the kiss of death.

After the signing of multiple documents and contact with Carvana, a delivery date and confirmation were emailed which detailed that we were to pick up the car in Tempe, AZ. Keep in mind we live in New Mexico and the drive to Tempe is about 5.5 hours. There is actually a closer option, in Albuquerque, but that option was not offered on the website.

Upon the confirmation, my husband had questions so he texted Carvana. There was no follow-up phone call from Carvana, so my husband took thirty-five minutes out of his evening to sit and wait for a customer services rep. While talking to the rep and confirming the day/time of the pick-up, my husband asked if there was a way to travel to Albuquerque to pick up the car instead of traveling to Tempe. The rep informed him that she wasn't sure, but that it would probably cost more money and she would have to change things and unlock the vehicle's status. My husband told her that since it would cost extra money, that he would not change the pick-up location. He told her that we would travel to Tempe to pick up the vehicle. That was the end of the conversation and we prepared our plan for picking up the car on 3/6 at 1:00 p.m.

The week prior to our departure, there were no follow-up emails, texts, or phone calls from Carvana. Saturday arrived and we drove the 5.5 miles to Tempe, AZ, only to discover that there was no appointment for a pick-up and that the vehicle was no longer available as it had been unlocked and purchased by someone else.

Right away, we called Carvana and spoke to a customer service rep who was super apologetic and then promised that someone from the resolution team would be calling us (and also email us) within the half-hour to an hour. No one ever called, but we did get a canned email from Tyler with the executive resolution team that he would call first thing on Monday since he was out on Sunday. No phone call and no follow-up email from Tyler.

So far, we have heard absolutely nothing from Carvana. They sold the car out from under us, we drove and wasted gas on a 5.5-hour trip (during a pandemic), were ignored, and we have heard nothing from Carvana about what our next steps could possibly be. We are beyond frustrated. On Monday, my husband replied to Tyler’s email, but no response has been forthcoming.

Overall, I would no longer recommend Carvana to anyone at this point. Our first purchase was pretty easy, but this second purchase was horrible. It is definitely a buyer-beware situation.

Length of Use: 6–12 months

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

Pros and Cons

The efficiency of buying a car online, when it actually works and they do not sell your car out from under you.

Terrible communication.

Horrible wait times for communication.

Significantly deficient customer service.

Company Response from Carvana

Mar 15, 2021

Thank you for taking the time to provide us feedback regarding your recent car buying experience with us. We would like to thank you for coming back to Carvana for a second time, but we are so sorry to hear that your experience was less than perfect this time around. To start, please accept our apologies for any undue inconvenience while attempting to speak with our advocates. We have been experiencing an increase in our call volume, which has resulted in longer than normal wait times. Carvana prides itself on transparency and expects all advocates to convey clear and concise next steps to our customers to address any questions or concerns. We apologize that you drove almost 6 hours to our Tempe location, just to leave empty-handed. We can assure you that this is not a standard representation of Carvana.

Once again, we sincerely apologize for any technical difficulties during your purchase process. We are happy to see you have moved forward with purchasing a different vehicle with Carvana, if you need ANYTHING please feel free to reach out to us at (800) 333-4554.

Helpful Review? 1 Person Has Voted

Posted on Feb 18, 2021

Had my vehicle for over 3 months, still no registration

By Heather S., Evansville, IN, Verified Reviewer

The initial purchasing went extremely well. The car came when they said it would, full tank of fuel, clean, and more. The delivery driver was great. Very friendly and knowledgeable. However, I have had my vehicle for over 4 months now, and the registration still has yet to come through. They have issued me temporary tags to cover me until the regular plates arrive, which is great, just frustrating. I finally reached out to them and was informed that there is an issue with a prior lien release. I asked for clarification if this issue would be resolved, and they had no answers for me. My 3rd temporary registration is about to expire, and they have now told me that they will send me another one that will be good for 3 months. I’m really beginning to think they sold me a vehicle with a lien already on it, and they are having issues getting it removed. I even asked for proof stating that the vehicle has a clear title with no liens, and they have not provided it. Getting really worried about the eventual outcome of this.

Length of Use: 3–6 months

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

Pros and Cons

Delivery

Registration

Company Response from Carvana

Feb 23, 2021

Thank you for bringing your concerns to our attention. Carvana’s goal is to create a stress-free car buying experience and it looks like we missed the mark. We are working very closely with our third-party vendors to process our customers’ registration. Every state has different policies and procedures we must adhere to. Sadly, Covid-19, has slowed down our process considerably. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Helpful Review? 1 Person Has Voted

Posted on Jan 4, 2021

Update 12/29/2020

By Bill H., Saint Paul, MN, Verified Reviewer

Finally got plates and registration today, just 92 days after purchasing the car from these mokes.

Carvana's third-party vendor sat on the application as it wasn't received by DMV in my state (Minnesota) until 12/2.

Length of Use: Less than 3 months

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

Pros and Cons

Ease of purchase

Good value ony trade-in

Extremely slow registration process

No accountability, for ANYTHING

Car was filthy and needed new filters and tires

Helpful Review? 2 People Have Voted

Posted on Dec 4, 2020

Horrible experience

By Louis B., Delanco, NJ, Verified Reviewer

Found a car. Jumped thru all the hoops. Was told I was approved and the car would be there the next day. Gave back my leased car. Went back to the Carvana site and was told to call. The person I reached told me I had to provide around 6 more documents, told me my online sales did not count for my self-employed income! Bottom line: Refused to sell me the car after telling me I was approved. Had to buy the leased car from a dealer. Do not try to buy a car from Carvana if you are self-employed. Horrible experience.

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

Pros and Cons

No “pros” were specified in this review

False approval

Rejecting my income (bank accepted it for car loan)

Wise girl representative made fun of my business

Company Response from Carvana

Dec 9, 2020

Thank you for taking the time to share your feedback with us. As a new way to buy a car, we aim to take the stress and roadblocks out of the process, so we apologize for the amount of stress and frustration you endured, especially during the current state of affairs. As Carvana continues to grow and improve it is important for us to recognize where we drop the ball. We can assure you the proper teams have been notified of your experience to prevent this from occurring ever again. Please do not hesitate to reach out to us if you have any further questions or concerns at (800) 333-4554.

Helpful Review? 2 People Have Voted

Posted on Nov 26, 2020

Post review in reference to Carvana's response

By Ron W., Florida, Verified Reviewer

Your response verifies my points. I have called the 800 number dozens of times and get the same response. The post-sales team member sympathizes with my issues and says they will check into it but later only sends an email (from a no-reply address) that there is nothing they can do. Incredibly poor service after the sale.

Length of Use: 3–6 months

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

Helpful Review? 3 People Have Voted

Posted on Nov 15, 2020

Update

By Marie D., New York, Verified Reviewer

Four months in and still no plates! Mysteriously "submitted to DMV" has disappeared off my dashboard and now it says "processing". I was told by a Kathleen in post sales that I should have my plates in two weeks, so I called on 11/9 to my tracking number. To my surprise, I was given a tracking number. I was happy and relieved but that was short-lived. When I checked the tracking number it was not for my plates. When I called back to inform them of their error upset, the rep did not care. I told them I was going to get legal involved and the rep hung up on me. My plates are days away from expiring and Carvana does not care! They continuously blame the DMV, when they are the ones being shady.

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

Liars

Helpful Review? 2 People Have Voted

Posted on Nov 10, 2020

Canceled my delivery date the night before

By Lachona V., New York, Verified Reviewer

My delivery date was canceled the NIGHT BEFORE and rescheduled for an additional 10 DAYS. 10 DAYS. I rearranged my work schedule and am due to start a job the following day but now I have NO car for groceries or to bring my toddler back and forth. They sent the email an hour before closing. So I got a rushed agent ready to go home basically tell me with no remorse "things happe." I’m in tears. This has been such a stressful unfair process. I was told by the agent the car had arrived on time yesterday so what was the reason it could not be delivered? The agent went ahead without my permission and change my delivery date instead of leaving it to be fixed by another agent in the morning. You mean to tell me NO ONE can deliver the car before 10 days. NO ONE. The email was sent saying someone would contact me and no one ever did yet it was sent an hour before closing. How is this fair?

People wait on their cars for weeks and make plans to have a vehicle. I put everything I had for this deposit depending on this car to be told the night before I have to wait 10 days and I am in the local market. I missed work this weekend to receive this car. No compensation, no nothing. The reviews are very deceiving and I am not at all happy. As a single mother with a small child putting all my money together depending on this car - this was not fair. I waited for weeks to receive this car to be told to wait an additional 10 days. So between then and now I have no means of supporting myself and my child.

Carvana truly sucks. It seems like an easy-going way to buy a car but it is not. When I do receive the car I’ll be due for another insurance payment and have not even used the car...how is this fair? I cannot afford a rental. Had I know this, I would have not gone through Carvana.

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

Pros and Cons

No “pros” were specified in this review

Deceiving delivery dates

Nonchalant agents

No consideration for customers' time

Company Response from Carvana

Nov 12, 2020

Thank you for the honest feedback on your recent car buying journey. Here at Carvana, we aim to provide full transparency and hold ourselves accountable for any inconvenience that we may have brought upon you. It saddens us to hear that there was a delay in your delivery. 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 to arrive on time for their means of transportation and lifestyle. After reviewing your account, we are pleased to see that you were able to call in and speak with the appropriate team to find a resolution. If you still have any questions or concerns, please feel free to contact us at (800) 333-4554.

Helpful Review? 2 People Have Voted

Posted on Nov 10, 2020

Update 2

By Johnny K., Calhoun, GA, Verified Reviewer

Last update! Finally reimbursed me the cost of registration that they failed to do, so I will call it resolved.

Length of Use: 3–6 months

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

Pros and Cons

Delivery

Communication with customer

Helpful Review? 3 People Have Voted
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