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 Nov 9, 2020

Left hand front bumper damaged and colored

By Pragnesh K., Fishers, IN, Verified Reviewer

After looking at the 360° view online, which stated three imperfections that I am fine with, and checking the Carfax report showing all good, the odometer shown as 34,755 for Nissan Rogue SV, I went ahead and made a purchase. The car arrived today and we noticed more than three imperfections (chips) as well as a major fact hidden by Carvana, which is about the front left side bumper being damaged, which is clearly visible. The other issue is the tires on the front and back are from different brands (Dunlop in the rear and Bridgestone in the front). I also came across a summary of repairs that were kept on the car that mentioned the front left bumper being fixed and colored. The surprise is it was done at an odometer of 34,750. There are also a few dirty patches on the driver and 2nd row seats which were not shown by Carvana as imperfections. I don't understand why these details were not shown in the first place online and how they carried out the 150 point-inspections and missed those details. I have been struggling to find the email ID of the customer support team of Carvana to write. I hope those details were not purposely hidden.

Length of Use: Less than 3 months

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

Pros and Cons

The online process

Simplicity - no need to waste time running around dealers

Transparency

Company Response from Carvana

Nov 12, 2020

Thank you for taking the time to share your feedback with us. Carvana aims to provide customers with an exceptional car-buying process coupled with high-quality pre-owned vehicles. We are truly sorry that your vehicle arrived with more wear than anticipated. A 150-point inspection is completed on every car to ensure that it meets our high standards and we do notate the 3-5 most prominent cosmetic blemishes that reflect the vehicle’s years on the road. It pains us to know that we let you down and did not meet your expectations. Our team of dedicated advocates is always here to answer any of your questions, so please don’t hesitate to reach out via our chat service 24/7. We hope you enjoy many years of adventures with your new ride!

Helpful Review? 1 Person Has Voted

Posted on Nov 4, 2020

Great car but terrible experience with registration

By Amanda O., Minneapolis, MN, Verified Reviewer

Carvana was an awesome experience up until registration. Our temporary license plate is set to expire tomorrow (11/2) and I contacted Carvana on a status update to see where our permanent registration materials were, well, no information was available and all they could do is tell me they would upload another temporary license plate that would take 7-10 days to arrive. Mind you, they advised not driving the vehicle with an expired license plate. How does one get to work then? I received many different answers from different “advocates” and basically telling me I had to wait. I would not recommend them based on this experience.

Length of Use: Less than 3 months

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

Pros and Cons

Fast delivery

Quality vehicle

Registration delay

Rude customer service

Company Response from Carvana

Nov 5, 2020

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. We sincerely appreciate your feedback and patience as we work diligently in completing your registration. You can follow the progress of your registration by logging into your Post-Sale Dashboard for updates. As this can be painful to read, we are always looking for ways to improve.

Helpful Review? 3 People Have Voted

Posted on Oct 23, 2020

No registration

By Brian W., Cambridge, NY, Verified Reviewer

Ordered a 2013 Mustang that was "delivered" at midnight in August 2020. Never received paperwork from the delivery company. Three days later after many phone calls, I get an email with temp GA registration and "plate." This temp registration expired on September 25, 2020. Today is October 22, 2020 and as you guessed, no registration or license plates. I have called Carvana many times and after holding for 2 to 3 hours each time, I am told the registration will be coming and if I get pulled over to show then some ridiculous letter that Carvana had sent me in an email. I don't think the police will accept that. So now I pay for a car that CANNOT be driven!

Length of Use: 3–6 months

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

Company Response from Carvana

Oct 27, 2020

Thank you for taking the time to share your feedback with us regarding the issues you are experiencing with your registration. Every state has different procedures and requirements that we must follow when registering vehicles. Carvana wants to ensure we are providing every customer with accurate information regarding our registration process while working tirelessly to prevent any possible delays with processing the registration. With that being said, it is disappointing to hear that you have not had clear communication throughout the registration process. Carvana understands that your time is valuable and waiting on an extended hold is not ideal. Overall, your experience does not reflect the convenience and ease that we hope to provide for every customer. After further review of your account, we see that you have been in communication with a member of our Post-Sale Team to further assist you. If you have any additional questions, please reach out to us at (800) 333-4554, we will be more than happy to assist you.

Helpful Review? 2 People Have Voted

Posted on Oct 22, 2020

2 months and no registration

By Rafi S., Michigan, Verified Reviewer

By far the worst company ever. It has been 2 months and I have not gotten my registration yet. Horrible customer service. They said the call is being recorded for quality purposes, guess what? Your employees working from home are worthless, keep telling people "we are going to call you back", and nothing. Obviously, no quality control whatsoever. Trash.

Length of Use: Less than 3 months

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

Company Response from Carvana

Oct 24, 2020

We very much appreciate you taking the time to let us know about your recent registration experience with us. Although we always desire the completion of the registration to be fast and smooth, sometimes things happen beyond the scope of our control that prevents this. 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. We are very sorry you have been affected in this manner. In researching your account, we see your case is being handled by one of our registration specialists as the state completes it and sends it out to you. If you have any questions, please don’t hesitate to reach out to us at (800) 333-4554 or utilize our chat feature that’s available 24/7.

Helpful Review? 2 People Have Voted

Posted on Oct 15, 2020

License and registration

By Stacie B., Spanaway, WA, Verified Reviewer

My experience in the beginning was great. Zero problems making contact. Hold times were tolerable. About two weeks prior to my temporary plates expiring, I began calling and trying to find out the status as the dashboard was saying it is "Processing". Last week after several calls, it was changed to "Paperwork Received". After hours and hours of waiting on calls, I have had two managers tell me they would call me back this week but have not. Yesterday, someone I spoke with on Monday called me back and mentioned there was a problem with my title but that I should hear back from someone as my account was noted that I was to get a call back on the 13th. Yesterday, I made my second car payment for a car that I can not legally drive. To say I am frustrated is an understatement.

Length of Use: Less than 3 months

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

Company Response from Carvana

Oct 20, 2020

Thank you for taking the time to give insight into your ongoing experience. At Carvana, we pride ourselves on providing a seamless and hassle-free purchase process from start to finish. While we are glad to hear you enjoyed the initial process, it is disheartened to hear about the delay regarding your registration. We are working very closely with our third-party vendors to process our customer’s registration in a timely manner. Each state has different policies and procedures we must adhere to. Please accept our apologies that a better line of communication was not established to prevent such a delay from occurring. After reviewing your account, we see that one of our Specialists has been working on resolving the delay. We sincerely appreciate your feedback and patience as we work diligently in completing your registration.

Helpful Review? 2 People Have Voted

Posted on Oct 8, 2020

Got car delivered in June - still no plates or registration

By J M., New York, Verified Reviewer

We received our 2017 VW Tiguan in June - our temp plates and registration expired on August 9, 2020. Two days before the expiration, we reached out to customer service because we were traveling out of town with the car and didn't want to take a car with expired documents. The customer service rep (the only one who was nice enough to actually try to assist us) told us that due to COVID everything was delayed, which we completely understood. She told us they were only reissuing some people new temp plates and others were basically getting a letter which you are supposed to hand to a police officer to read, if they pulled you over. We openly accepted the letter and waited.

September came around - we reached back out and customer service was NO help. They told us they did not have an ETA and basically not to drive the car. What's the point of having a new car if you can't drive it? We reached back out at the end of September - still no help. We reached back out in October and their update was that the documents were submitted but they had no ETA because it was now in the hands of DMV. Considering we bought a car from YOU - you should be able to give us all updated detailed information regardless of COVID or delays.

We are now going on 3 months with nothing. I had to post a bad review on the Carvana Facebook for someone to actually give me any information. I was told my registration was on a 6-8 week delay from the day of delivery, well, that puts us at this week. Still no plates or registration. I checked in with DMV NY and inputted the information - they said the information I gave for the car doesn't match their records. I then did a VIN search for the car and it says the title is in Ohio as of June 30th, 2020. We purchased the car WELL BEFORE this date, so why is the title processed there and for that date. I felt as if they only went out of their way for you within the 7 days window to return the car. The car also came not detailed - it had dog hair EVERYWHERE, garbage between the seats, and some sticky substance on the dashboard. The gas tank door latch was also broken and the inside of the door handle was peeling. We still kept the car but the look of it when delivered was unacceptable.

My husband purchased a car from an actual dealer at the very end of August and received his plates and registration in September. Every time we call they keep saying check your dashboard. Well, my dashboard says ZERO days for registration - so what am I checking?

I understand that the world is overwhelming right now but this is your job and when you have stressed out customers calling for a little help and update in regards to something that is REQUIRED and illegal to drive with. Some more information should be given, they should not be told we cannot give you any information.

The process may seem stress-free and wondering - getting a car delivered to your house but after that, it is not good. They need to retrain their customer service reps and have a better process for submitting information to DMV during these times.

I probably wouldn't purchase from them again. I will go to a legit dealer from here on out.

Length of Use: 3–6 months

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

Pros and Cons

Delivery of car

Customer service

Car detail and left out information

Overall experience after delivery

Company Response from Carvana

Oct 13, 2020

Thank you for taking your time and voicing concerns on your recent experience with Carvana. We aim to get your registration completed and your hard plate shipped out to you before the temporary operating plates expire, so it saddens us to hear that you have ran into some recent displeasures. Due to the pending pandemic, there are of course some delays country wide in regards to registration with all of the DMV closures and the influx of deals with our vendor, but this does not excuse the experience that you are having with us. After reviewing your account, we are relieved to find that you have already been in touch with a specialist and we have the ball rolling on rectifying this issue. 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 Oct 5, 2020

They have canceled delivery of the vehicle that I have chosen 3 different times.

By Corey M., Pleasant View, TN, Verified Reviewer

If the vehicle is not at a local "vending machine," do not try and purchase the vehicle. They have canceled delivery of our chosen vehicle three different times putting us out for FIVE weeks. They only called and told me about the first cancellation less than 12 hours before it was scheduled to be delivered. The second cancellation was only communicated to me because I called them. The third cancellation came three days before the vehicle was slated to be delivered. Three days...and the vehicle was only coming 250 miles away. If I have received "priority status" and have been passed to the delivery conflict resolution department twice, why can't they have the vehicle driven 250 miles within the next 72 hours? Instead, it will be yet another week's time before we are even expected to have it delivered.

Dozens of promises and "sure-things" have been broken by this company.

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

Pros and Cons

No “pros” were specified in this review

The faulty delivery function

Company Response from Carvana

Oct 8, 2020

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. 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. We are very sorry to have inconvenienced you.

Helpful Review? 1 Person Has Voted

Posted on Oct 3, 2020

Wish I could say it's good

By Sean H., Arizona, Verified Reviewer

Love the idea, hate the experience. Buying the car is a breeze. Day of delivery I get texts stating delivery delay. Texts on my phone ring my phone so this woke me up since I am on the west coast. Call into Carvana and they say they do not call before 8 am for the west coast but apparently automated texts are ok. They say that is how it works and deal with it. They cannot give me any information as to the delay or work performed on the vehicle I bought. I will be canceling the order.

Length of Use: 6–12 months

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

Pros and Cons

Ease of purchase

Customer service is horrible

Confirmed deliveries mean nothing

Lies

Company Response from Carvana

Oct 6, 2020

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. 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. We are very sorry to have inconvenienced you. Please know that teaching our Advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Your feedback will help us do just that. After reviewing your account, we see that our Delivery Resolution Team has been offering their assistance. Please feel free to continue working with the Delivery Resolution Team until your delivery day.

Helpful Review? 1 Person Has Voted

Posted on Oct 1, 2020

Edit September 30, 2020

By Rob A., Michigan, Verified Reviewer

After writing negative reviews, the responses from Carvana told me to contact the normal support number. I gave that another shot. I was met with 50-min wait times to get to regular agents who acted exactly like I wrote in my previous comments.

After writing more negative reviews, I was contacted and told my calls would be routed to “Executive Resolution". Sure enough, my calls to the same support number had only a 5-minute wait and I was met with people who read the files and followed up on what they said they would do. After a short talk with "Executive Resolution," I was told that their third-party vendor, RegUSA, never even sent my registration to my home state (approx. 4.5 months sitting). The “Executive Resolution” agent refunded my registration fees and got me new temporary plates. When he pressed the vendor, it took a week, but they sent my paperwork in and my state processed it in another week.

After 5 months of waiting, I now have my tag title and registration. I understand that COVID caused delays, but this issue was completely internal to Carvana, their support agents not having an easy way to review previous issues and their decision to use third-party registration vendors. It had nothing to do with virus delays. I hope that Carvana has fixed their internal processes so no one has to go through this silliness again. As of right now, I would only purchase through Carvana again if I could handle the registration myself.

TLDR: Buying a car was easy and smooth. Registration was a Carvana caused nightmare that only “Executive Resolution” agents could solve. Be very wary of their “Registration Team”, they are not part of Carvana, they are third-party companies that do not communicate well with Carvana. Plus one star, up to three total, for the "Executive Resolution" team fixing the issue.

Length of Use: 3–6 months

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

Company Response from Carvana

Oct 6, 2020

Thank you for taking the time to provide feedback regarding your Carvana experience. 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. Additionally, Carvana has a chat feature on our website that allows for a quicker response. In the event you are having difficulty reaching out via phone, our chat feature can be utilized to express the need for urgency regarding your questions and concerns. We appreciate your patience as we continue to resolve our extended hold times.

Helpful Review? 3 People Have Voted

Posted on Sep 23, 2020

Nothing but issues

By Kristina V., Lompoc, CA, Verified Reviewer

Bought what I thought was my dream car, Audi A6. Little did I know I would be paying out of pocket so much for basic things that should have been done before selling this vehicle! It’s been in the shop 5 times in the last 3 months, so far over $3000 in repairs. Now I’m laying for breaks $1200, in which I told the Audi dealer 5 days after I bought it because of noise.

Length of Use: Less than 3 months

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

Pros and Cons

Delivery

Quilty of vehicle

Customer service

Company Response from Carvana

Sep 25, 2020

Carvana prides itself on providing our customers an exceptional car-buying experience, paired with high-quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money-Back Guarantee, however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100-day/4,189 mile warranty paired with a 7-day money-back guarantee for an additional peace of mind, but we are very sorry for the frustration we have caused you. With the information provided, we are unable to locate your account. We recommend getting in contact with SilverRock, our warranty provider, to help resolve your concerns. You can always chat with us 24/7 or call us at (800) 333-4554 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Helpful Review? 2 People Have Voted

Posted on Sep 15, 2020

Carvana sells repaired and repainted cars as perfect!

By Tom D., Columbus, OH, Verified Reviewer

Carvana has a slick buying experience and delivery to your home. Plus a 7-day guarantee. All this is great if the car in their touted technically superior pictures is accurate. Plus their inspection process and informing you of defects 100% accurately. Many are happy. Mine was a complete disaster. Pictures showed a show-room high shine and listed as 3 minor imperfections - which I agree were minor on the car. However, Carvana did not inform that the hood, 2 fenders, and 2 doors had been repaired and repainted - poorly. Plus the bumper was missing a huge piece and had a 5″ tear. Oh, and 20+ other imperfections. Paint over-spray all over the car. I had two separate body shops validate and estimated $7K to repair and repaint.

Customer service is a joke. Once you have the car delivered and file a complaint, you will sit on hold for hours and advocates are powerless robots on the other end. I tried to work with Carvana. I uploaded 70+ pictures, 3-word documents explaining and the two body shop estimates. Promised 3 times a leader/manager would call back - nothing. No apology at all. Buck up and try a local dealer. You can view online, haggle online, and go drive/see the car. Plus an actual human to discuss any issues. Plus still waiting for Carvana to return my funds - they said maybe in 15 days! They delivered the car on a Saturday and removed funds on the following Monday.

Length of Use: 3–6 months

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

Pros and Cons

They game my money back finally

That I never have to deal with ever again

Carvana is a modern day used car scam company

Carvana pictures are so enhanced and BS

Carvana Inspection and car cleaning are worthless

Company Response from Carvana

Sep 17, 2020

Thank you for taking the time to share your experience with us. Here at Carvana, we pride ourselves on providing excellent customer service and are disheartened to hear this was not your experience. Our goal is to provide customers with an exceptional car-buying process coupled with high-quality pre-owned cars. Since we sell pre-owned vehicles, additional wear can be expected from their years on the road. With that being said, we do our best to annotate the most significant imperfections in our 360-degree tour on our website and as well as completing a 150-point inspection on every car to ensure it meets our high standards. We are truly sorry that your vehicle arrived with more wear than anticipated, and that we recognize your experience does not reflect the convenience and ease that we hope to provide for every customer. After further review of your account, it looks as though you were able to get in contact with an Advocate from our Post-Sale Team to have your concerns resolved. If you have any additional questions, please do not hesitate to reach out to us at (800) 333-4554 as we will be more than happy to assist.

Helpful Review? 3 People Have Voted
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