2/27/19 - My tag issue is still ongoing, however, Carvana and I have come to a mutual agreement for the time being.
Bottom Line: No, I would not recommend this to a friend
4 people found it helpful
Link to this ReviewHello, I purchase a car from Carvana and they stated during the purchase process and delivery process that they would take care of registration for tags. My vehicle was delivered on January 3, 2019 with a Georgia temp tag that expired on February 17, 2019. Per documents included in my paperwork titled "Title & Registration FAQ," it states that I would get updates on my registration once it has been submitted to processing from the DMV. It also states that if there are errors with the registration process Carvana would reach out to me to advise of the problem.
On Monday, February 11, 2019, I reached out to Carvana because I did not hear anything from them regarding my tags. During the call, the rep advised me that there was an error made on my registration and that Carvana made the error and it caused a delay. The rep stated that they are working to resolve the issue however no ETA is available. During the call I advised the rep that my temp tag expires February 17, 2019 and the rep stated they are aware but cannot provide another temp and that if I would give it more time they would reach back out if they won't be available by the 17th to see if they could provide a rental.
Friday the 15th came and no word from Carvana. I called back and the rep stated they don't have updated status and that they could offer me a rental. I was initially told the deposit for rental would be $50. That $50 turned in to $250. I stated to several reps on February 15th that it is completely unacceptable that I have to put out any money because this is an inconvenience to me. I have a car that I am financially responsible to pay a car payment on that I can't drive because of bad tags, but I have to pay money without an ETA of when I will be able to drive my car again.
After waiting over 40 minutes on hold, I hung up and a rep called me back to say they could drop the deposit to $100. Still unacceptable. Then I was told they would FedEx a check for the deposit. I was told I would get an email. Monday, February 19th, no email no check. I received the check on February, however, it was information that the "title" is what caused the delay and Carvana need to correct the "title."
Carvana is not very forthcoming with what the issue is and thinks it's ok for me to have a car outside with bad tags. Carvana thinks providing a rental is enough when in fact I should not have a car that I am financially responsible for that I can't drive because of Carvana's mistake. I purchased a car to drive, not to look at in the parking lot. I have spoke to several people that thinks that this issue isn't a big deal and that I should be "patient' and just accept a rental. It's completely unacceptable for me to not be able to drive a car because of Carvana's mistake. I have already lost more than $100 on my end by missing work and my children missing activities from the 17th - 21st. And more may come.
It saddens me that I entrusted this company and that I chose Carvana to do business with. I have been placed in a really bad position and Carvana does not see the urgency in the situation nor care that they have a customer that purchased a vehicle from them that is illegal to drive because of their mistake. I wish I would have checked the BBB reviews before I purchased because it shows I'm not the only person that purchased a car from Carvana that can't drive it because of an expired temp tag.
Company Response from Carvana
We apologize that your experience has been difficult and has affected your life activities. Our goal at Carvana is to make the car buying experience easier, and we did not live up to that goal for you. We are happy that we’ve had a chance to be in contact with you to provide options moving forward. One of the errors we made was providing prompt communication concerning registration. We will look into this further in order to improve this process.
Whenever an issue occurs with a new vehicle, we want to make sure our customers have transportation. We often provide a vehicle rental through a rental company. These companies have their own policy where they require a deposit on the rental. This amount can range anywhere from $50-$250 for the refundable deposit and is not determined by Carvana but rather through the rental company. We should have set better expectations concerning the different possibilities of cost. Because of this, we were able to provide a solution that eliminated the need for you to provide funds for a deposit.
We apologize that one of the answers you received was to be “patient”. We do want to clarify what should have been communicated instead. Once we identified the error, we expedited the process internally. After we completed the necessary steps, we sent the registration information to the DMV. At this point, we are left to the DMV timeline for processing. We apologize that we do not have more control over the situation through the DMV, but we hope this provides perspective concerning the current timeline.
A Customer Advocate has reached out to assist with the issues that have occurred. We are glad that we were able to work together to come up with a solution that was accepted by you. Thank you for your continued patience in the process and we hope to have everything resolved soon.