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

  This company has claimed this profile, is getting alerted on any new customer reviews entering this page, and may engage in dialogue with its customers to address their matters.

Companies cannot pay money or provide goods in order to remove or alter customer reviews.
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.

Write a Review

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
Start your review of Carvana:
Sort Reviews By
This company is actively collecting reviews from its customers. All reviews submitted are subject to moderation and approval to ensure they meet our Review Guidelines.

Posted on Aug 6, 2019

As usual, registration issues

By Jeff M., New Jersey, Verified Reviewer

Like a lot of other people, their registration team is a pack of idiots.

I called them leading up to the end of the temp tag expiry and got all kinds of BS about how long it takes and I caused delays when the reality is they had the insurance (you can't pick up the car from them without it) and other paperwork already but obviously lost it. The day after the end of my temp tag expiry I get an email from them explaining that their third party has a question for me.

Contacting them is impossible, they don't ever call you, only email or online chat, and it's proving to be just as bad as any other car dealer.

Just do your own registration and don't use them, they are absolutely useless.

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

Company Response from Carvana

Aug 8, 2019

Thank very much for your feedback in regards to your recent purchase with us. We sincerely apologize for the delay in registration you are currently experiencing. Thank you for your continued patience while we continue to work on completing this for you.

Your feedback is extremely valuable to us and we will be sure to relay this situation to our registration team as a learning opportunity. Although we are currently encountering longer than usual wait times, your concerns are still our top priority. We look forward to resolving this matter and getting you back behind the wheel as quickly as possible.

Helpful Review? 4 People Have Voted

Posted on Aug 5, 2019

Worst experience ever

By Michelle F., Florida, Verified Reviewer

Very bad experience, had to re-scheduled 3 times and I needed a car ASAP, they had me 2 and 1/2 weeks like a pin pon ball back and forth with BS. Ended up in HGreg and in two hours I was in and out without any hassles, better APR and a smile on my face. Carvana didn't work for me! Not a happy camper with Carvana!

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

Company Response from Carvana

Aug 6, 2019

Thank you for taking the time to bring your concerns to our attention. We strive to ensure each and every customer has a seamless experience from start to finish and apologize that you were not provided with this. The purpose of Carvana is to save customers time and money by being able to complete purchases online and we feel terrible that this was no achievable in your experience. Though we were not able to do business we are happy to hear that you were able to find a car that fits your needs. If you are ever in the market for another vehicle, we hope that you will consider Carvana!

Helpful Review? 2 People Have Voted

Posted on Aug 2, 2019

Broken process

By Frank P., Dallas, TX, Verified Reviewer

They have competitive prices, but actually getting the car and registration has been problematic. After two delivery cancellations due to "drivers calling in sick" (their words), the car finally arrived. I was mostly pleased with the quality. Only a couple of little things not pointed out in the vehicle description and pictures.

As far as the registration goes, it’s a mess. Apparently, the delivery person forgot a form. Since these are mailed to Arizona first, it wasn’t found out for about two weeks. Then I had to drive to the store to sign the form. Almost two weeks later it was finally mailed to Texas for the plates. I went into the store to get a new temporary tag since the current one expires in 3 days. They told me to go to the registration office myself to pay to get a new one. I don’t have time for that so I will just send them the ticket if I get one.

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

Company Response from Carvana

Aug 6, 2019

At Carvana, we want to ensure that we are able to provide a seamless purchase process from start to finish and apologize that this was not the case. We understand that your time is valuable and appreciate your patience as we worked to resolve your concerns. We are glad to see that your registration has since been completed. Again, we are sincerely sorry and appreciate your time and patience throughout your experience.

Helpful Review? 3 People Have Voted

Posted on Aug 2, 2019

Carvana sold us a lemon, told us "too bad, so sad!"

By Matthew N., New York, Verified Reviewer

In May we purchased a used vehicle from Carvana. In the next 45 days it broke down 3 times. After several repairs, Carvana refused to fix it (even though it was the same issue) because it was slightly outside of the warranty they provided. We had broken down several times in this vehicle, most notably on the side of the highway 2 hours from home with our newborn in the vehicle in 95-degree heat. After multiple attempts pleading with Carvana to fix this lemon, they eventually told us "too bad, so sad." Unrelenting, I sent an email to Carvana's legal team and asserted that the vehicle met the statutory requirements to be considered a lemon. Their attorney, Grace, reached out and agreed to replace the vehicle to give us "a better experience." Right, I had to contact your legal team in order for you to agree to replace the vehicle. More like Carvana felt it was too costly to defend a lemon law case they were unlikely to win.

Fast forward 2 weeks, we still do not have a new vehicle and they are playing games and putting us through hell trying to get a replacement vehicle. Everyone should be made aware that purchasing a vehicle from Carvana is incredibly risky and in the event of an issue they will have little recourse. I would not wish this experience on anyone. We are out thousands of dollars in expenses related to this vehicle, not to mention paying for insurance premiums while the vehicle sat in a shop absolutely useless. Carvana was less than helpful and every bit of this process has been painstakingly difficult because their staff does not have any training on how to handle situations like this.

Long story short, do not purchase a car from Carvana. They knowingly sell defective vehicles and see absolutely nothing wrong with it. They put me and my families safety in jeopardy in a vehicle that was never roadworthy. Not only that but in addition to the mechanical issues, our car had been hit and repainted. No accident was disclosed or reported to Carfax, but it was clear from the mismatched paint. If you purchase from Carvana you never know what you will get. Go to a dealership, at least you can really see what you're purchasing. Their pictures are great at hiding defects (must be the lighting). I have sent over 40 emails, 50 phone calls, and spent 25+ hours on the phone dealing with them and their customer "advocates." The only thing Carvana advocates for is itself. I would strongly advise against buying from Carvana. You may get a great car or you may not. In the event you do not, prepare for a living hell. I have broken down more in 1 month in Carvana's vehicle than in all of my life.

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

Company Response from Carvana

Aug 6, 2019

Matthew, we are very sorry that this process has not been easy for you and has caused you so much trouble. At Carvana, we strive to provide you with a car that is safe, reliable, yet it sounds like we have not lived up to that in this circumstance. It looks like our team has assisted you with providing the most up to date information on your account as well as the next steps. Thank you for sharing your story with us and allowing us the opportunity to improve.

Helpful Review? 13 People Have Voted

Posted on Aug 2, 2019

Failed to follow through with promises

By Mason M., North Carolina, Verified Reviewer

My wife bought a car a few weeks ago. When the car was delivered before it was even unloaded off the truck, I noticed the tires needed to be replaced. The salesperson stated he will send her a certificate for a replacement set. I explained we had just put a new set on her trade. Je made a joke and asked if I knew a tire shop that will swap them. I said yes let's go. He laughed it off. Well, he did send a certificate (the extended warranty she purchased). Well, she set up an appointment...

Guess what tires are not covered?

She was promised new tires, she should get new tires.

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

Company Response from Carvana

Aug 9, 2019

Thank you for taking the time to bring your concerns to our attention. During Carvana’s 150-point inspection we ensure our vehicles are up to our high standards so that customers receive a quality vehicle. If you believe the tires to be below standard, please have your wife give our Specialists a call at (800) 333-4554, so that we can further address your concerns and reach a resolution.

Helpful Review? 9 People Have Voted

Posted on Jul 31, 2019

Please avoid

By Isaac H., Kansas City, MO, Verified Reviewer

Unbelievably, embarrassingly, sickeningly bad.

Literally, every step of this process was TORTURE and DELAY and I had to call every couple of days to ensure that things would stay on track because every time I called, SOMETHING ELSE WAS WRONG.

I finally received my car after weeks and weeks of waiting. 40 days later, I call to check up on my registration because my 45-day tags are about to expire and I get an email from Carvana that "there was a mistake with their system" and my documents were lost. Now I need to re-sign and notarize all documentation so that THE 45 DAY REGISTRATION PROCESS CAN START AGAIN. Oh, and if I wouldn’t have called, they wouldn’t have known there was an issue...quality control problem?

Please for the love of all that is good, avoid Carvana. It’s a nice idea, but is managed and run terribly.

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

Company Response from Carvana

Aug 1, 2019

We are embarrassed as well by the issue that you have experienced with your registration. We understand the frustration in the additional delay. When things do not go as planned it is our top priority to make them right. One of our specialists has reached out to you to ensure that you are taken care of while giving the next steps during this time. We look forward to working with you and providing transparent information until you receive your registration. Your patience is undeserved and much appreciated.

Helpful Review? 8 People Have Voted

Posted on Jul 30, 2019

Sold them my car

By Michael G., Watertown, CT, Verified Reviewer

For years I have been a user and fan of CarMax. That is until I saw Carvana's commercial. I went online after seeing a commercial and within five minutes received an offer on my car, which was substantially higher than the competition. I accepted the offer and within two days they were there with a check and a flatbed to take it away. I was so pleased with how friendly everyone was to deal with, 100% will use them in the future.

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

Helpful Review? 3 People Have Voted

Posted on Jul 30, 2019

Idiots

By Mark W., Bushkill, PA, Verified Reviewer

What a bunch of incompetent idiots! First they had 2 different stories about the down payment. Then this girl Ashley screwed up my delivery day because she didn't check something and I lost my original delivery day. (Very rude person.) At the day of the delivery, the guy had to call someone because they screwed up the down payment method. Car has more dents and scratches than disclosed and now I'm waiting for a check ($100, it's a JOKE, but ok) and still waiting for registration. (If I'm not going to get registration they will not going to get their payment, simple.) And today I got the email from them that they did not get the down payment check (guy took it before he gave me my paperwork) and when I tried to call them I was moved from one department to the other, placed on hold without asking me to wait and going nowhere with this incompetent bunch of idiots I was speaking to (I'm sure not everyone is an idiot like the few I talked to). From now on I'm talking only to managers at Carvana and I'll record every conversation we have. Do yourself a favor people and stay the heck away from this incompetence.

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

Company Response from Carvana

Aug 1, 2019

We would like to apologize that our purchase process has fallen short in providing a stress-free car buying experience for you. We pride ourselves on being able to get our customers into quality vehicles without the headache of a traditional dealership and the experience you had was not our intent. We appreciate you taking the opportunity to provide feedback on your Carvana purchase and vehicle condition. We were unable to locate your account, but we thank you for sticking with us and for your continued patience. Our hope is that we were able to remedy the issues you ran into and that you reach out to us if you have any additional questions.

Helpful Review? 8 People Have Voted

Posted on Jul 30, 2019

Minor COSTLY details they lie about

By Erika C., Texas, Verified Reviewer

I purchased a 2017 Infiniti Q50...

Go to get the first oil change, my car comes standard with the run-flat tires and no spare. I do NOT have run-flat tires or a spare.

Things like that make you question the true savings. Now I have to spend $1500 on new tires while my car is under warranty.

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

Company Response from Carvana

Jul 31, 2019

We appreciate you taking the time to reach out to us regarding your concerns. When we complete our 150-point inspection we ensure that the tires on the vehicle are up to our standards and if they are not, we will replace them with a compatible tire. Since our vehicles are used, we do have a disclaimer on our website advising that original tires, as well as other replaceable items are unlikely to still be present on the vehicle. We genuinely apologize if this caused any frustrations in your experience and hope that we were able to bring some clarity to your situation. Please feel free to reach out to us if you have any additional questions or concerns at (800) 333-4554.

Helpful Review? 5 People Have Voted

Posted on Jul 29, 2019

Disappointing

By Catherine F., Clayton, NC, Verified Reviewer

The process was great. Everyone I have talked to has been awesome. We had some issues with getting a POA for my husband who is deployed but once we got it, we moved forward. I got a call on the morning that I was supposed to pick it up. Check engine light came on. The salesperson told me I should probably just pick another car out. I called back and asked if they could find out what the exact problem was since it could be a simple fix. They took it to the Toyota dealer and it was a bad battery. Ok, no problem. Rescheduled the pick-up. That went fine. I asked about the tires, I was told that if I get it checked out and the tread was 5 or less then they would replace the tires. I noticed that it wasn’t cleaned properly. Wax on the trim. Wasn’t exactly detailed. Drove it for a couple of days then took it to the Toyota dealer to have it checked out. Shocks leaking, key fob battery needed to be replaced, a fluid leak in the engine (can’t remember which one), windshield wiper fluid empty, tires were 4-5, tire light on (was told when I picked it up it would go off), Toyota said it was a bad sensor, front brake pads needed to be replaced. But the biggest problem is that the entire passenger side has been replaced and repainted. Carfax is clean so if it was an accident then it wasn’t reported. The mechanic said it looked like all new parts on that side. Bad paint job replacing them also. Tape marks and overflow painting visible. It seems that the inspection process is severely lacking. $1000 worth of work needed not including the brake pads. So now I am out $150 to have the car inspected when it should have already been done and I drove it over 400 miles so I owe another $175. I am not going to purchase from them again. I had such high hopes. Now I must deal with car dealers, what I was trying to avoid.

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

Company Response from Carvana

Jul 31, 2019

Thank you so much for reaching out to us regarding your experience. We feel absolutely terrible that your vehicle arrived to our local market outside of standards. We can see that our Delivery Advocate noticed this prior to delivering the vehicle to you and made sure you were aware and go over next steps if you decided to accept the vehicle. However, we understand this was still an inconvenience and appreciated your understanding. Please know how terrible we feel that this was your experience as this is not a common practice of Carvana nor is it a part of our values. We hope that someday we will have the opportunity to restore your confidence in our process and thank you for your patience with us during this time. If you have any additional questions in the meantime, please feel free to reach out to us.

Helpful Review? 6 People Have Voted

Posted on Jul 26, 2019

Unreliable and compulsive dishonesty

By Kaylon B., Fort Campbell, KY, Verified Reviewer

I traded in a vehicle to Carvana about a month ago. Like others that have left reviews, I have yet to receive my official tag and registration for the car. Thankfully the car is reliable and I have had no issues. Although my biggest issue yet is the fact that Carvana has not paid off my old lien for the vehicle I traded with them. I am a service member at Fort Campbell, KY. I’m currently preparing to deploy in a few months as well as my son will be born before I do so. I absolutely love serving my country but needless to say, we don’t make a lot of money. I’m now being forced to pay three-car notes, one of which I no longer have. Carvana has consistently lied to me and given me the runaround. I’ve never been the type of person to attempt to tarnish someone’s name or place a bad image upon them, but if my issue is not resolved soon I will be forced to make this situation a concern to my GC, which will in turn see to it that Carvana is placed on the black list and given the title non-military friendly and for all service members to be aware of this. All I asked for was some honesty, it’s very clear to me that there is some type of hidden motive or agenda that Carvana has as to why they have not paid off the vehicle I traded with them. I also have a packet of paperwork they gave me that belongs to someone else. Documents that none of which have my information or signature on any of them. I most definitely do not recommend them to anyone, service members or civilians. This new way to buy a car is absolutely horrible and I’m going to see to it that us service members especially do not continue business with these guys at all.

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

Company Response from Carvana

Jul 29, 2019

We appreciate you taking the time to write about your overall experience with Carvana. We want to ensure that every customer has a seamless experience and it is never our intent to cause you additional frustrations or stress. In regards to your lien pay off, it looks like we can confirm that it has been received by your lien holder. We apologize for the delays during this process and we understand you decided to do business with Carvana because of our simple purchase process. Thank you for your patience and we appreciate your feedback, which will be passed along to the appropriate departments. If you have any further questions, comments, or concerns please do not hesitate to give us a call at (800) 333-4554.

Helpful Review? 7 People Have Voted
Showing 188-198 of 543

Our Promise to You

In order to safeguard you and ensure helpfulness and relevance, our compliance team manually assess every customer review before it goes live.

We have a zero-tolerance policy for fake reviews, and companies cannot control or alter any reviews at any time.