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

I was searching online for a car company who would assist me with financing on a car since I have “not so good” credit. Everything was soo easy, the customer service was outstanding (I work in a call center, and Carvana has great employees).

I am not due to pick my car up until 1/11/18, so I can really speak on the car as of yet. But again, the customer service is outstanding!

As far as pricing, the car prices are great, and the down payment option is also nice to assist with making your choice options easier. The interest rate is high but doable. Especially if you want low payments, low deposit with having not so good credit.

My overall experience was very good and professional.

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

Oh my goodness, where in the heck do I even start with Carvana? Basically sounds like a lot of other people went and got close to the entire experience of buying a car and getting financed with Carvana.

Yesterday, after I did the agreement of the down payment that would be taken from my account on the day I was to receive the car and signed the paperwork for the car itself as well, I was told to call Carvana for finalizing verification of the bank deposit and deposit information. The bank told the guy that yes, the funds were available for ACH payments, and yes, I got deposits that come in each month, and yes, I am who I am as the bank required, with this man from Carvana listening to everything, including my social security number and birthday, to confirm that I am the owner of the bank account and as to verified who I am!

Hello, there is already your verification in itself, but the bank confirmed all this and the man said "great, you're all set and verified." He said the next thing was I needed to have my bank statements uploaded showing my deposits. I am thinking well, the bank already verified a lot of what you are wanting, but ok, this is understandable. Mind you, I already got verified and green check marked for that already.

Now as I continue, keep in mind again that I was already completed and verified on the phone with my bank and with Carvana asking them the necessary questions. Now since this morning, I've been jacking around with Carvana about the verification of my bank statements in their crazy format.

First they said my uploads were not verifiable because I didn't show three consecutive months for deposits. So I had to upload October, November, and December and they came back when I called to see if they got it, and then they tell me they have to have my name on them. Well instead of uploading all the same three again, I uploaded just one (the middle one), which was November, and made sure it showed the bank logo as well as my name on it, and then the same deposit information on it again. Well, lo and behold, Carvana didn't disappoint me with their crazy verification ways. She then tells me "now we need all three of them showing your name and bank logo as well as the entire statement." What the heck!

Why would you need the full statement, which is two more pages or so on each month showing transactions of where I spent my money at ranging from gas stations to restaurants, to Walmart, to utilities? I mean, why does Carvana think that this is a guarantee of verification any more than the bank statements that I sent where the first page showing you what you need to be concerned with, and that is the deposit along with my name and bank name.

Then she adds that after I do this, she will need to call my bank and verify my bank deposits and available funds! What, wait, what the heck?! I said I already did this yesterday and I am not going to call my bank again and go through all that again when I did this with you already, and it was to your satisfaction yesterday, but now you feel you want to redo other processes and can't get this one completed correctly.

This company is full of crap folks. They are nosey as heck and want just about everything you can think of just shy of a blood sample and urine test. I refused at that point to go any further with them and to tell you the truth, I never had this many problems and way less verification with a dealership, and the finance companies are all virtual because they are not in-house financing to begin with. Carvana is crazy, and I am very angry that they treated me this way.

I also should be relieved because the finance company they use is called GO Financial and these folks seem like criminals considering the reviews on them, and is owned and part of Carvana, and it makes sense why they want so much information and verification to your bank information because they are known for taking unauthorized money from people. Go read it for yourself.

So in my opinion, I will not deal with them, and they lost a really good customer that has always paid his vehicles off on time and paid a lot of cars off in my lifetime, and they bombed this one for their stupidity and crap they pulled on me. I already sent in everything they wanted and more and should have gotten nothing, but ok, your day to pick up your car is ect., etc. I will make it my lifelong quest to tell everyone, and I mean everyone everywhere I go about Carvana and how to stay away from them. They costed me time and headaches and stress so I will cost them bad experience as everyone will be asking me soon "what happened, I thought you were getting your car from Carvana?"

And I feel like an idiot for even talking so highly about them, up until now, so I will look like an idiot. And sure, there will be jokes about this and I will eat crow having to tell everyone how Carvana played games and screwed me over, but hey, they lost a good-paying customer! They will never last long in the future with people like me and how they treat us! Period!

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

It started off pretty well with Carvana, but in the end it was a big disappointment.

First off, I decided upon a vehicle to purchase. It was a 2016 Toyota Camry SE. Very beautiful car. I was purchasing it for my son. When I finalized my purchase, I had to call Carvana and verify my funds for down payment as well as sign some documents. That process was quick and simple, and the representatives were very polite and helpful.

After finalizing everything, my delivery date was confirmed: Saturday, December 29th, 2017 at 1:00 PM, which was four days away from the day I purchased the vehicle. I was very satisfied and pleased that the delivery would be quick.

Well, here comes the bad part. On my delivery date, around 7:00 AM, I receive an email that "there's been a delay" in my delivery and so my vehicle will be delivered on a different date. Shortly after, I received a phone call from a representative explaining what happened. She told me that the driver broke down in Valdosta, Georgia (I live in St. Augustine, Florida), and they don't have an ETA on when he'll arrive. She said they would call me back.

An hour after, I called Carvana to check on the status of my delivery. The representative didn't seem like he wanted to help much and told me that the vehicle has an expected delivery date of January 2nd, three days late, but he said it wasn't exact. I waited another hour and called back again. The representative then told me that the truck driver was back on the road and was on its way to my closest hub (Jacksonville) to be delivered and it would be delivered today or the next day. I was at ease at that moment.

A few hours later, I receive a phone call by a woman who tells me that when they took the car to the car wash in Jacksonville, they found out that the vehicle had a leak in the windshield. Oh no Carvana, I thought you do a full inspection on your vehicles before listing them for sale, no? She told me that I could 1) Have them take the vehicle to repair it at a dealership at their cost, 2) They could deliver the vehicle to me and I could take it to repair it at their cost as well, or 3) I could switch out the vehicle.

The representative recommended that I take the vehicle to a body shop of my choice because if they take it from a dealership to another dealership, it would be at the end of the line and it would cause a delay more than it already has. But, why doesn't Carvana have body repair or body shops for situations like this? Why do I have to be responsible for taking the vehicle to a body shop even though it's been "inspected?"

At this point, I was frustrated. The delivery had been delayed, and on top of that, I was told I had to take the vehicle straight to repair it when I receive it. It rains a lot in Florida, and at random times, so this is an issue that had to be fixed immediately. I was very excited about the vehicle and wanted to drive it right away when receiving it, not take it straight to get it repaired. This wasn't our expectations.

Ok, I then called Carvana back and told them I would like to switch out the vehicle because I didn't want to deal with a car that had issues to begin with. I explained to them that I found the same car online on their website for $500 more. Nope, they said I had to pay the difference. Even though I already had paid $200 to insure the vehicle since they had to have proof of insurance when delivering, they still refused. This was the point where I had enough. I told them to just cancel the entire order and that I did not want the vehicle at all. They canceled the order right away.

I then emailed them with my feedback and a couple of hours later, I received a call from someone and they said the maximum they could offer me was $250 off the vehicle price. I told them I'd think about it, but I have decided that I will not be purchasing a vehicle from their website. I didn't want to deal with this process again when it seems to me like customer satisfaction wasn't a priority. I did not get charged for anything since the vehicle wasn't delivered.

Carvana, you have disappointed me big time. This was a bad first impression, and I am not satisfied at all. If you actually do fully inspect your vehicles before listing them, you would find out about the crack in the windshield. But no, you found out when you did the car wash. Who knows, water could've slipped through and messed up other things in the vehicle. Get your things straight because you obviously don't perform full inspections on your vehicles and also don't even have mechanics/body repair in place for when things happen like what happened to me.

I am so glad I did not get the car delivered and I didn't get charged. I will never purchase a vehicle from here again. To be honest, I've had many vehicles in my lifetime, all of them from car dealerships. It may be a hassle negotiating there, but I have never experienced what I've experienced with Carvana. Back to the dealership it is!

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

First, we bought a 2014 Ford Taurus, which we liked and were very satisfied with. Then we traded it and bought a 2015 Ford Explorer, and after having it for two months, I traded it back in for a 2015 Ford Taurus, kept it for a week, and decided I wanted my Explorer back.

Regarding the 7-day money back guarantee, I was misled and was not told that it started the day I got the car, which I didn't take possession of until 6 o'clock on December 11, 2017. So I called them on Monday and told them I was very dissatisfied and wanted my Explorer back on December 18th, 2017, and was basically told: "I'm sorry, there's nothing we can do, and you are stuck with it." And they told me I would have to sell it on my own and refused to make it right after going round and round.

The car we received was not as what was shown in the pictures, and we will not be doing business with them again.

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

I went through the whole process with them, submitted all required documents, verified funds with my bank and signed all documents, and then they turned it down because they could not verify my employment on a landline! I tried to get in touch with my underwriter to see if there was another way to make the call and no reply. There was NO reason for the way they handled my deal. I wouldn't want anyone else to go through this! Stay away!

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

The purchase and pick up process was excellent and the return policy is great. I question their "150-point inspection."

The car was $2,010 more than the same color, make, and model car at a local dealership. The local dealer car has fewer miles but also has front bumper damage. I decided to go with a car without bumper damage that's gone through the certified process.

As soon as I turned the car on during pickup, there was a warning light. It was minor, just a low battery in the keyfob which they promptly remedied, to their credit.

The day after I picked up the car, I got it inspected. Within a few seconds, the mechanic showed me how the paint on the front bumper didn't match. He also showed me how one of the tabs holding the bumper on was broken. Basically, it had the same damage as the other car I decided not to buy.

Also, the cargo cover was missing. I called Carvana and told them it was missing, and their response was that it's not in the pictures, so it's on me. Now, how exactly am I supposed to know to look for something missing when I don't have experience with that make and model car? It's just like the person who posted the review that a "set of keys" is the key and the fob, not 2 keys. Doesn't make a lot of sense. Now I'm worried about what else I don't know enough to check for or ask about.

Lastly, while they were up front and specifically pointed out light scratches on one door panel, they missed some much deeper gouges inside the car that are not visible in the pictures.

I really don't know how they can miss some of this stuff with their extensive 150 point inspection they keep touting. All in all, with what I know now, I paid way too much for the car, so it's being returned. Yay for the return policy!

All in all, it's a good alternative to a traditional dealership, but be very careful and get your car inspected within the return window.

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

Everything is very straightforward. If you provide correct and honest information, the financing was a breeze. Approval was fast. I personally decided to pick a 43-month payment. The rate was great and the monthly payment was straightforward and correct. Paying online monthly with Go Financial is very easy. Easy to view past payments, amount due, amount left, daily interest, etc.

The site was very easy to navigate. We purchased a Scion xD and Scion FR-S. We traded in a Juke Nismo. The process was perfection. The first car was dropped off at my work, the second at home. Cars were just as described. We've had the cars for a while now and highly recommend them.

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

The whole process was not what I was expecting. They make you feel like you are going to get the car and then they block your account advising you there is an error and to call.

Well, I called and was told they can no longer continue with the purchase and if I had any questions I have to write to an address provided. I guess what's so frustrating is the fact that I just recently had an issue with my car and needed a new one asap. So after getting excited and the congratulations from them, they came and snatched it all away.

I would rather deal with the dealership, at least they are straightforward with you. This experience was a nightmare and to top it off, it was for my birthday. I will never recommend anyone to them. Avoid at all cost; you have a better shot at the dealership.

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

This company has some process flaws. I bought a 2016 Chevy Silverado, advertised with 5300 miles. The 7-day trial gave me the confidence to buy unseen.

The first problem was in the financing. Carvana's website says that a high number of buyers use their financing. My credit union would not finance the truck, saying that Carvana is a brokerage, not a dealership. So I was forced (if I wanted the truck) to use their financing. Ok, not a deal breaker.

Then the car arrived. When it was unloaded at about a 45-degree angle, the parking brake was not used, and when she put it into gear at that angle, the clanking noise was very loud. Sounded like it was going to be broke before it was even unloaded. Once unloaded, the truck looked like someone wiped it down with a dirty rag. Ok, still not a deal breaker.

Then I found the five other scratches that were not mentioned in the 360-degree photo tour on their site. Two I thought could be buffed out. The other three were down to the metal, and one was dented. Clearly the two that were mentioned on their site were the smallest, most unnoticeable of the seven.

Then I got in and found out that my truck with 5300 miles actually had 6700 miles. The delivery driver told me that "Carvana is good about taking care of these issues, just email them before the 7 days is up."

Day 2 (yes, even though the truck was delivered at 7 PM, that counted as day 1). Day 2, I took it to my mechanic and he liked it for the price and could not find anything wrong, other then the tires looked like there was a lot more than 6700 miles on them. So I took it to a tire shop where the inflation was found to be 41, 44, 45 and 51, in tires that are supposed to be filled to 30 PSI.

I emailed their repair team with photos of the scratched and dent and they said it's normal wear and tear and I still have the option of giving the truck back! Well, I do like the truck! But I would not deal with these dishonest, untrained, uncaring people again.

By the way, before your 7-day trial is up, Carvana removes your info (order number, pictures, access to papers that you have e-signed, all gone), AND there is no way to leave a review on their site or on their Facebook page!

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

The first car we got from Carvana we drove it for 2 miles and we get the low tire pressure light, and the sticker on the windshield says it's due for an oil change! We returned the car! Also, the customer service has no idea about registration and titles rates and discounts. They also provided us wrong info for the downpayment! The agents don't know what they are saying! I will not ever buy a cat again from this company!

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

I have bought new cars on the internet since 2005. I received the BMW X3 on 11/18 and had it inspected by BMW on 11/20. Also, I sold my 2015 Hyundai Santa Fe sport to Carvana. No surprises on the inspection and also paid for an extended warranty through my insurance company.

I am very happy with the smooth process with Carvana and also the expected shape of the car I received. I saved money with Carvana; doc fees, add-ons to all new cars, and especially fees for the plates (dealers charge $300-$400 over plate fees and say its paperwork fees). I used Blue Book, TrueCar, Consumer Reports and various buying services to determine car value and prices.

Bottom line: do your own homework. I looked at some previous reviews on Carvana and noted very little detail but lots of complaints. Consumer Reports has a section on used cars to buy and also avoid by year group. PLEASANT EXPERIENCE.

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