I bought a car with them and it was easy enough. The day it was supposed to be delivered, I received a call at 8:30 stating the driving called out and that this car isn't in their territory so they won't be able to deliver it for another 7-10 business days.
I tried to call back and I got a rep's voicemail. I left a message and said I'm available anytime. They never called me back, so I called the 800 number, and the rep told me that the location doesn't deliver to my house, it should have been the Boston location. I replied, "so they lied to me about someone calling out." They just aren't coming because it was brought to the wrong facility. They said no they didn't lie, someone did call out. I explained then shouldn't it be the next day. Why are we bumping me 10 days out when I was scheduled before everyone after me? I told them they had until Wednesday (which was two days away) to deliver or I'm canceling. Surprise, surprise - they were able to deliver.
When I got the car the top rail was severely dented during offloading. I would now have to set up to get that fixed free of charge but still on my own time. I had the car for a day and then called and said I didn't like the car and with all the issues I don't want to do business with them again. They said they'll call the Connecticut office to schedule a pick up. I let them know that's the incorrect office, the Boston office is in my territory (I figured they would know this and not the customer).
They removed the car in three days. They said I would see my money back in my bank account in 5-7 business days. It has now been 17 days with no money back into my account. I called today and they said it got stuck in the transfer and never made it. I asked if I never called you would have just kept my money. They said no, you would have gotten your money. No idea how they figured that. I also asked how often does this happen. They said not often. I said it's weird that $13,000 just gets stuck, is it perhaps that someone forgot to do it. They said no. I told them I caught them lying before to me. They said it would be two business days. I said if it's not there in two days I'm calling back and then they'll hear from my lawyer.
They are crooks and liars.
Bottom Line: No, I would not recommend this to a friend
Company Response from Carvana
Jun 12, 2018
We want to first address the delay in the delivery of your vehicle. There were a couple of factors that contributed to this delay, for which we truly apologize for. We completely understand that this start to your Carvana delivery was not the ideal experience and must have been a big let down. As well, there was a system error that was showing your local market incorrectly, and we apologize for the confusion that surrounded this.
The condition that your vehicle was delivered in was unacceptable, and we understand that even though the repairs would have been covered, it would have taken time out of your day. We are glad that you were able to utilize the 7-day money back guarantee to return your vehicle, as it was not the perfect vehicle for you. The processing time to have funds returned is typically 5-7 business days, and in this case, it did take longer due to an error.
We know this was very frustrating for you and we are so sorry for the overall experience you received. We understand there are no excuses for this and we cannot thank you enough for your patience through and through. This is by no means the outcome we want for any customer. We understand that you are no longer interested in purchasing a vehicle from Carvana but do hope you are able to find that perfect vehicle, even if not from Carvana. If you do decide to come back to Carvana and we can gain your trust again, we'd like to have you as a happy returning customer.
Thank you for taking the time to provide your constructive review of your Carvana experience.
