I purchased a 2017 Toyota 4 Runner. I received a call 30 minutes before delivery to inform me that they just noticed (while detailing the vehicle) that the back bumper/rear door was damaged in transport. When I asked who handles their quality control, they couldn't give me an answer. The customer service rep told me that they would take it to the Toyota dealership that was right next door to their facility, and that customer service rep would contact me the following Monday to let me know the status of the vehicle. No one ever called me. I called Carvana four times the following week to try to find out what the extent of the damages were to the car. I also wanted to see pictures of the damages. We made a new delivery date for the following Friday.
On the morning of the 2nd delivery, I received another call from Carvana 30 minutes before the delivery time to let me know that the car was going to be late due to a clip on the front bumper that was not attached. The customer service rep said he would have to go to the Toyota dealership to have the clip attached correctly...I called Carvana and spoke to another customer service rep about this, and also to inquire about the damage that was done during transport. He told me he would inquire about it and get back to me...he never called me back.
The following week I called four times trying to find out about the car and the damage and the delivery. The car was delivered on January 18th. I had the car inspected by a mechanic on January the 22nd. The first words the mechanic said to me were "Did you know this car has been in a wreck?" I told the mechanic that Carvana said it had been damaged in transport, the mechanic told me that it was more than damaged. It had been in a wreck. He could see the damage under the rear bumper. He said the back door and bumper had ether been replaced or repaired, and the rear tail lights were replaced with used tail lights that didn't match the head lights.
When my husband and I called Carvana to let them know what the mechanic said, the supervisor gave us the run around...We never received pictures of the damages, we never received papers on the extent of the damages, so needles to say we are returning the car tomorrow, and we will be waiting for our full refund. Carvana sucks. They are no better than used car salesman selling cars to unsuspecting customers. If I could give zero stars, I would...buyer beware. If you buy a car from this company, make sure you take it to a reputable mechanic for a thorough inspection.
Bottom Line: No, I would not recommend this to a friend
24 people found it helpful
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Company Response from Carvana
Your feedback is appreciated and it is clear that you spent a considerable amount of time to leave this thoughtful review regarding your Carvana experience. When things do not go as planned, we believe that listening to real customer experiences is the best way to learn. Your experience will be used for continuous process improvement to ensure that in the future we are upholding the excellent customer service, and vehicle quality that we take pride in delivering. While we were fully prepared to restore the vehicle condition, we understand that the issues that you experienced that caused you to lose trust in us. We are glad that you took advantage of our 7-Day Money Back Guarantee so that you were not stuck in a vehicle that did not leave you satisfied. Should you ever decide to move forward with another Carvana purchase, we would love to turn around your experience.