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 25, 2019

Carvana is a scam

By Jazzy M., Atlanta, GA, Verified Reviewer

Carvana is a scam who takes you through so much stuff just to harass you every second. I was told to send in a paycheck stub, which I did, and then I was told to send in cancel checks. I went to my bank and they said I would have to go to my employer, which I did, and they gave me what they had I sent it to Carvana, and they sent me an email saying they couldn’t verify it and underwriting that they are not moving forward with me...what? I have been dealing with them for 5 weeks and every week is something, you guys never call my job or anything. The CEO doesn’t care either. I reached out to him and he had someone from customer care named Jasmine call and tell me not to call him anymore because he is too busy. What type of company is this? I suffered 3 seizures dealing with this and I told them this and their answer was they DONT CARE.

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

Company Response from Carvana

Jul 26, 2019

We would like to start by thanking you for taking the time to provide us with a review of your experience working with Carvana. Please know that we care about each and every customer. We do have underwriting guidelines that need to be met in order to move forward with Carvana financing. Although you were not able to purchase a vehicle through Carvana, we hope that you are still able to find that perfect vehicle. Thank you again for your time.

Helpful Review? 4 People Have Voted

Posted on Jul 25, 2019

Stay away

By Jake P., Southbury, CT, Verified Reviewer

On 6/2/19 my vehicle was delivered with no problems. On 7/10/19 I ask Carvana for an update on registration because nothing appears to be moving forward. On 7/12/19 they respond there will be a 2-week delay. On 7/16/19 my temp tags are expiring, I ask them for a new tag or rental car on 7/12. On 7/15 they reply to ask in live chat for a rental because my state will not allow a new tag. The rep on live chat says they have thousands of people waiting on late registrations and cannot provide a rental. Now as of tomorrow I will have no vehicle legally able to be driven and will be making payments for it to sit in my driveway.

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

Company Response from Carvana

Jul 26, 2019

Thank you so much for taking the time to share your experience. We sincerely apologize for the issues that have occurred and know how disappointing it is that you are unable to drive your new vehicle. We take responsibility for this delay and are truly sorry for the impact it has had on your experience with Carvana. Your patience was undeserved but much appreciated as we've worked to complete your registration. We look forward to providing a swift resolution and encourage you to contact us with any questions or concerns in the meantime.

Helpful Review? 5 People Have Voted

Posted on Jul 24, 2019

Great experience

By Steve P., Memphis, TN, Verified Reviewer

I was looking for a nice car with low mileage and great condition. I quickly found it and before I knew it, it was delivered to my home in Memphis.

Great car and I am a happy customer. Everyone I interacted with at Carvana was nice and helpful. I’ll be back.

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

Helpful Review? 1 Person Has Voted

Posted on Jul 23, 2019

Update

By Jeff L., Oil City, PA, Verified Reviewer

It is now July 12th and I still don’t have the registration for my car. They guaranteed me last week that I would have it by today. Contacted them today and they said they will look into it next week. There is no urgency on their part to rectify this situation THEY have put me in. If I do not receive my registration by Tuesday I will seek legal council and post the proceedings on social media so the next person they rip off will have an easy tact to during them for their negligence.

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

Helpful Review? 9 People Have Voted

Posted on Jul 23, 2019

Waste of time and money

By Brianna C., Virginia Beach, VA, Verified Reviewer

I am so disappointed with my company. I ordered a 2013 Volkswagen Beetle that was delivered to my house Saturday morning. After signing my paperwork I went to start the vehicle for a 3rd time and my check engine light came on, left window squeaks when rolling it down, right mirror did not work, and my keys fobs kept unregistering. Oh yeah, and the hubcaps were broken. All of this happened when I was supposed to be driving to New York for a family emergency. Completely inconvenient, and I also had to buy full coverage car insurance for a vehicle that ended up having to return. Don’t waste your money or time. I told all of my family and friends to stay clear of the headache they would be bound to receive with this company.

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

Company Response from Carvana

Jul 25, 2019

We want to sincerely apologize for the condition in which your vehicle was delivered. All our vehicles go through a 150-point inspection to ensure our standards are met before the vehicle is transported to the customer. We are sorry that the mark was missed on your vehicle and are happy that you were able to utilize your 7-Day Money Guarantee. Your patience is much appreciated and undeserved. Hopefully, we can work with you to rebuild your trust in our brand. Thank you for your time and feedback.

Helpful Review? 5 People Have Voted

Posted on Jul 23, 2019

It just keeps getting worse - expect zero customer service.

By Amanda B., Ohio, Verified Reviewer

The good parts: The financing process was easy, I received more than expected for my trade-in and the vehicle was delivered on time. It should be noted that the delivery driver knew nothing about the car and was not able to answer any questions.

Carvana provides seven days to test drive the car. I had it inspected by a local dealer and they discovered that all four of the wheels were bent. After speaking with Carvana, they advised that the wheels would be fixed and asked for the estimate from the dealer which was provided via email. I elected to keep the car based on Carvana's process

The repairs were then turned over to Silverock (their "warranty" company) and they are not guaranteeing that the repairs will be covered despite Carvana saying that they would be.

After multiple contacts attempts via email and chat, Carvana has not responded with any sort of answer. Silverock did respond with two automated responses that their claim was closed because the issue was resolved.

Please don't believe the commercials on TV.

Please expect the customer service experience to be painful.

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

Company Response from Carvana

Jul 24, 2019

We appreciate this honest review of your experience with us. We are sorry your process with was not the ideal customer experience we strive to provide for every customer! Thank you for the patience and understanding you provided us in order to ensure all your concerns were resolved at a facility of your choice. Our support is not stopping here, please do not hesitate to reach out to us going forward if we can help in any other way. Thank you again for this valuable feedback.

Helpful Review? 5 People Have Voted

Posted on Jul 22, 2019

Update

By Heather K., Holly Springs, MS, Verified Reviewer

So I have since dropped my vehicle off at the body shop to begin the cosmetic repairs, I reached out to Carvana who is paying for a rental vehicle until at least Friday although the body shop is projecting my car to be done on Monday, they did indicate I can contact them to get approval for additional rental time, but I'm dreading the wait time as it seems once you are past the 7-day "trial" period, customer service becomes somewhat unreliable. Even using the online chat feature seems to take over 30 minutes to get an actual advocate to chat. I was originally told that they had the car rental set up through the 15th but then when I got the email it was only good until the 12th.

My recommendation is that if you are unable to get past any undisclosed cosmetic issues, swap out the vehicle within the 7 day trial period vs having to have work done on a fairly new, low mileage vehicle.

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

Helpful Review? 3 People Have Voted

Posted on Jul 20, 2019

Carvana presumed wrong mileage

By Judie M., Portland, ME, Verified Reviewer

Carvana tried telling me I had 100,000 more miles than what I have (“according to registry estimates” they said). It didn’t matter after all my trouble, because they indicated they don’t service my area (Maine).

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

Company Response from Carvana

Jul 23, 2019

Thank you for taking the time to leave us feedback in regards to your experience. We partner up with AutoCheck to ensure that any trade ins are accurate based on mileage last updated in the system. In regards to your location, Maine is currently outside of our local market area, but we are actively working on seeking more opportunities for growth for all of our customers. We would love to go over all options available as we value your time and your business, so please feel free to reach out to us at (800) 333-4554. Thank you in advance.

Helpful Review? 6 People Have Voted

Posted on Jul 18, 2019

First and last

By Kolleen M., Parker, CO, Verified Reviewer

We thought we would give Carvana a try since we were getting a car for a son out of state. Every step of the way in the process there were hoops to jump thru or wrong information given. The car delivery was not on time. The paperwork had to be redone 3 times. The registration took forever. Had to drive with expired temp tags for 2 months now. The plates have not been delivered after 2 attempts. Now have to waste more time at the DMV. We have wasted so much time on the phone just trying to actually talk to someone and then to be told they can't help! Had to replace a tire after only having a car for two months (I know, wear and tear). We have bought several cars now, and are aware of how it works. Carvana, bottom line, doesn't have their act together and doesn't care about its buyers!

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

Company Response from Carvana

Jul 25, 2019

We appreciate you providing us with your candid feedback. We are very sorry to hear that we missed the opportunity to exceed your expectations, as we always strive for each Carvana purchase to be truly special. We know the registration process with Direct Delivery purchases can be very different and we apologize if there was any confusion that stemmed from our communication. Please know that your feedback has been passed along to the appropriate parties to address your concerns. We’re happy to see that you had the opportunity to reach out to a Supervisor to discuss compensation and we were able to provide clarity for our decision. We take these matters very seriously as we need to understand our areas of improvement to continue to grow and provide our customers with exceptional delivery experiences. Thank you for your continued patience and please reach out if you have any additional questions or concerns!

Helpful Review? 8 People Have Voted

Posted on Jul 18, 2019

Everything seems ok

By Omariz A., Cleveland, OH, Verified Reviewer

I bought my car and picked it at Warrensville Heights, Ohio. Not far from home. No problems at this time. Car has some tires issues. Not sure if it’s going to be covered but everything else is ok with it.

It’s a VW 2016 Tiguan. Fits my needs hoping it will be a good purchase.

I read a lot about the car and went to different dealerships to see what they offered with my credit. Nothing was better than Carvana. So I took the chance and I don’t regret it.

Hoping car lasts at least 2 or 3 years with us. It fit 3 kids, two car seats in the back, and a 10-year-old.

Car has low mileage and nice interiors. Cheaper than any other dealership I went and the better part is I got approved having very bad credit!

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

Helpful Review? 4 People Have Voted

Posted on Jul 15, 2019

False advertising

By Bill V., South Hill, VA, Verified Reviewer

Attempted to sell my 2011 Outback. After 2 weeks, I gave up. They ask for a copy of the title - I scanned and sent. No good - they wanted it in COLOR! Titles in my state are pretty much black and white!

And they use false advertising - their ads all claim that you have the choice of dropping it off or they will pick up. SIX TIMES I attempted to schedule for them to pick up, but the only choice I was given was to drive it to another state and drop it off!

I gave up - and I may file a complaint with the FTC and their state attorney general for their illegal false advertising.

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

Company Response from Carvana

Jul 17, 2019

Bill, we apologize for any miscommunication towards your selling to Carvana. It was not our intent to mislead you nor sway you from selling with Carvana. We do have a policy in regards to selling a vehicle which includes a copy of the title in color. Also in regards to the pick-up radius of your vehicle, our delivery advocates do have a certain mile radius of how far they can commute to depending on each city since Carvana is not local everywhere throughout the country just yet. We thank you for your patience and feedback and will use this as a learning opportunity to continue to improve the selling process with Carvana!

Helpful Review? 8 People Have Voted
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