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

I ordered a car from these guys for a Christmas gift for my wife. Was promised 12/24 delivery and confirmed twice. I was called on Christmas Eve and told it would be rescheduled for 12/28. Then I was called and was told it would be 12/31. I called to confirm that date and was told it was to be 1/2. Well, I told them to keep it! They don't make cars, they don't repair cars - all they do is transport cars, but it seems they are inept at doing that.

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

I thought this was such an easy way to purchase a vehicle. I am a single mom, always working or doing something for my kids. The process started out on a good note, nice easy website, lots of cars to choose from and finance info was simple to give.

Then my car, which was going to be delivered on Christmas Eve, was locked from purchase. I was apparently buying a car they didn’t even have the title for. The next car, they told me all of my documents would be transferred to the new car. That was partially true. Some of it was transferred, I got yanked around thinking I was buying a car. They claimed that they never did my employment verification. They had. Then they didn’t get another verification, which I pointed out they had. This went on. Never once did anyone go out of their way to help me after the experience I had had or after each and every mistake. Each issue delayed me getting the vehicle.

Finally, they have everything. I get my car the next day. I am starting to get excited, until I find out they are waiting for me to schedule my delivery? I was told by the customer service people that I have to wait for the underwriters to review a form before scheduling. It didn’t matter to them one iota that I would have to wait even longer. When I told them to cancel my car, the rep told me to be sure that’s what I want to do but never tried to make it right.

Thank you, Carvana, for holding my money hostage and wasting my time. People need to know how this large no face company treats people when snags are hit.

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

I wasn't really looking into getting another vehicle at the moment. But with a recent accident that left me without a vehicle, I had no choice. I looked at local car lots first and everyone was wanting $5k down on their pickups and I wasn't walking away without one. I stumbled across Carvana by accident. I read some reviews and decided to give it a try. I got a 2014 Ram with low mileage.

It looked nice in the photos. It was delivered on 12/27/18 at 1:15 pm. The delivery was quick, I drove around the block and checked out everything on the truck. It was detailed, washed and fueled up. No dents, a few scratches, but hey, it's a used truck. Real nice customer service. I will be using Carvana again in the near future.

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

I have been a victim of this gimmick used car sales dealer and want to strongly advise others to please do your research about this place before doing business with them. Speak to their behind the scenes employees and find out all the dirt about the junk auction cars they buy and then wash and wax and pass on as inspected and reliable. There were so many issues with the car, I don't know where to begin. I'm not going to mention my specific issues so as not to influence you, however, all I ask is that you speak to the mechanics, drivers, haulers, etc. You'll find out plenty as I did. Ultimately, I returned my purchase and never looked back. Please don't fall for their gimmicks and misleading sales staffs false promises. Buyer beware!

If I could give zero stars, I would.

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

I wanted to submit a review on the Carvana.com website but couldn't find a way to do it. They display reviews, but there was no way for me to participate, which I thought was a little weird.

I bought a very nice used 2015 Mitsubishi Outlander Sport.

The process was easy and fast. I like how you can do everything online. Very convenient.

The rep who delivered the car was very nice and provided good customer service.

A few disappointments:

1. They don't give you as a spare key. I wish I had inquired about that earlier. I think it should be standard to give the buyer two keys, so you have a spare.

2. The rep made a point to address the fact that it was not noted online in the description that there were a few minor interior stains. She said someone would contact me about either doing another cleaning/detailing or giving me some sort of credit for it, but I never heard from anyone. Other than that, the car was in good condition in appearance.

3. On the 8th day, my car wouldn't start and eventually figured out it was a dead battery. Batteries aren't included in the warranty, so I had to spend money I didn't have on buying a new battery. I find that very frustrating. I would think they would put in a new battery before selling a car with high mileage. Once again, I wish I had thought to inquire about that before my purchase. It was also very frustrating that it happened the day after the 7-day trial was up.

4. I think a copy of the state inspection should be provided to the customer. I have inquired about this and was told my "local hub" would contact me about it, but they haven't. I would think this could be easily done. Since they do the registration for you (a very nice part of buying through Carvana!), I would think the car would have already passed in inspection before the sale and they could just email me a copy. So far, that has not happened.

Other than what I listed above, I found the process much easier and faster than other dealerships. I would probably do it again, but ask more questions and do a little more research before making the commitment next time. And other than the car battery problem, I do like the car, and it is driving well so far.

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

I purchased a vehicle (~$39,200) on the 4th of October 2018 and funds were collected by Carvana on the 5th of October, 2018, but the title and tag information still were not received on the 6th of December 2018. The temp tag expired the 2nd of December 2018.

I called and Carvana stated the delay was due to DMV, and if my temp tag expired, I could go to DMV and request another temp tag, costs would be reimbursed by Carvana. They also agreed to reimburse my fees if title and tags not received by the expiration of my temp tag. I can't use the vehicle to go on vacation because I have to wait on tags. Temp tags have expired. I can't use the vehicle which was fully paid for on the 5th of October 2018.

I paid on the 5th of October for Tile and Documentation ($119) and Carvana did not submit documents until the 24th of October 2018. I am not arguing the price, but instead the poor delivery on promised document services. If there was a problem, they should have resolved the issue for the customer. (They have an operation in Austin, Texas!!) Now the problem with receiving title and tags becomes MY PROBLEM.

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

My advice is to go to a dealership where you can get more information on the car you're trying to purchase. I bought a car from Carvana and the oil was black, then when I called to tell them about it, they told me to get the oil change and they will reimburse me through a claim. So I got the oil change myself and in four months my engine went out. I purchased the extended coverage and they denied my claim. Now I’m stuck with an $18,000 debt. Please don’t buy from these scam artists, they don’t do inspections on the cars they’re selling! Go to a real dealership, do not buy a used rental car. They don’t take care of those cars, and they don’t have to report accidents either! What a lesson learned!

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

They get one star because ZERO was not an option. Do not trust any 4.5-star ratings, since it is utterly unlikely those are honest reviews. Carvana sucks! PERIOD! I just had to find the CEO's email to tell him, Mr. Garcia III, about our ABSOLUTELY HORRIFIC experience with them and we really - before this - hoped they would offer a MUCH better experience than regular dealers and CarMax (that relative to Carvana was heaven of car-buying), but Carvana has offered BY FAR the worst experience by any company ever that operates in a non-monopolistic market (so we exclude GA Power and Comcast). So avoid them at all cost in my opinion. That is the short version.

The long version is that they were supposed to be here at 7 PM today so we cleaned out our exchange car and called them 7:03 PM to ask why they were not here and after about 50 minutes on the phone, the rep, Aron, told me that the delivery had tried to contact me to say it has to pass inspection. But THEY LIED, since NOBODY has called my cell phone at that time, or they had the wrong number. Either way, that was the last big issue.

The others were:

1. The rep did not know it is hybrid.

2. They forgot to tell us it comes with a car charger.

3. They dinged the first BMW so we had to change all documents for a new one.

4. They said they would deliver the new BMW, but then a few days later said that it needs a new battery (ok fine, no big deal), but then said it would be done for delivery today at 7 PM and they do not even contact us via text, email, or phone when they cannot/will/do not show up due to "That the car must pass emission inspection and if those lights light up, the car will not pass..."

End of story. HORRIBLE COMPANY, though I really hope they or other online car companies will succeed in improving the car buying experience.

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

We are on the hunt for another car because our Mini Cooper was totaled in a hit and run wreck. We had found a car on Carvana.com and were in the process of purchasing it. They were offering a $1,000 Black Friday discount off the price of the car. Monday night, 11/26/18, I received an email offering an additional $1,000 Black Friday-Cyber Monday discount. I logged into my account and noticed a $2,000 discount on the vehicle we were purchasing as well as all of the other vehicles on the website. I immediately called Carvana at 10:30 pm but they were closed. I then sent Carvana a message stating I would like the lower price on the car and asking who did I need to contact. I took snips or screenshots of everything since I couldn't reach anyone at Carvana to confirm I wanted the additional Black Friday-Cyber Monday discount that was being offered. Seeing as how it was late Monday evening roughly two hours before the sale ended at midnight, I figured they snuck the additional discount in last minute to snag more sales.

The next morning I called Carvana at 7:31 am. I explained the situation to a young lady named Candice. She was kind enough but told me they would not be honoring the discounted price. I explained I had taken screenshots of the price decrease and I asked to speak to someone above her. Many years of experience has taught me she wouldn't have the authority to change anything anyway. She put me on hold for a long time then came back on and stated her manager would like to see my screenshots before proceeding further. I got the feeling she thought I was bluffing about the evidence I had, so I immediately pulled over on my morning commute to work and emailed them. She then forwarded me an email they sent to their management team. The tone was a wee bit rude in my opinion. Several phone calls later they stated they would not be honoring the discounted price.

In the meantime, I had contacted my credit union, Oklahoma's Credit Union, because I had to finalize the financing before 1:00 pm or I would lose the car. I apprised my Financial Services Representative of the situation. She said to keep her in the loop on whether Carvana would honor the discount they gave me or not. The credit union took a vested interest in the outcome because they had recommended Carvana to me. Once I received a phone call and the requested email stating their final decision was that they would not be honoring the discounted price of the vehicle, my financial institution Oklahoma's Credit Union stepped in to our defense. They began discussions with Carvana's representatives that ultimately went up the chain of command to the vice presidents.

The final meeting between those in power was completed this afternoon. I received word from Oklahoma's Credit Union that Carvana declined to honor the discounted price of the vehicle claiming it was a computer glitch that affected many customers and if they honored mine they would have to honor theirs. My husband said, "Carvana was stepping over dollars to pick up dimes." I'm sure that's someone else's quote, but it's fitting. They lost an $18,400 sale because they would not honor the additional $1,000 discount they gave me.

The take away from all of this is 1) Never do business with a shiesty company that treats their customers poorly. I will spend my money where I am appreciated and treated fairly. 2) Never buy a car from Carvana. They are shady. The experience was great. Buy a car completely online never having to deal with a sleazy car salesman. If it's too good to be true, it probably is. 3) Don't trust a company if all of their reviews are 5 stars. The reviews are most likely faked because they have poor customer service. 4) Most importantly, if your financial institution doesn't call you personally after business hours, jump up to plead your case to ensure you aren't taken advantage of and for a fair deal, have their Vice President step into the negotiations, or actually really care about you as an individual then you need to take your money and open an account at Oklahoma's Credit Union.

Nowadays personalized customer service that goes above and beyond means more than anything. I have images to prove my claim. In the meantime, can anyone recommend an trustworthy car dealership? Or one that's as nasty to their customers as Carvana is so I can avoid it?

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

It could not have been any easier to find a new car, make trade-in, and finance all in same place and time. Although we ended up driving to the Nashville location due to Carvana having many deliveries and booked up, we were compensated for our time and had a full tank of gas in our new car. We absolutely love our new car, most of all, did not have to deal with pushy car salesmen. We will look to Carvana on next car purchase. Recommend highly!

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

I bought a car through Carvana several months ago and the process was very easy. It took me about 30 minutes total to pick the car online, upload the necessary documents and fill out the paperwork. The car was delivered to my home for free the next week. The woman who delivered it was great - Katherine Swan. She made the handoff process very easy and pleasant. I did get the car inspected during the 7-day trial period and everything was perfect with it. I’ve seen a lot of negative reviews about the time it takes for the plates to arrive, but mine came within a few weeks so no issue there. I also financed through Carvana, which was extremely easy. The car itself has been great, and I’m very pleased with the price I paid for it. I will definitely be using Carvana again.

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