Reviews (1)

I used Carvana because I was in the market to buy a newer vehicle, and did not want to have to be bothered by the car salesman when I was only looking at the car. I found it to be very easy to find many different types of cars, and to compare them.

After a very thorough comparison, I chose a 2017 Toyota Highlander. When I first looked, there was not one available, but a few days later several popped up, but were bid on before I saw them. I became very serious then and chose to be alerted when what I wanted was available. I was notified, and took a few minutes to put in my info to make a bid. The car was noted to have a few blemishes on the outside, no problem. I was so excited.

Carvana was having computer problems while I was trying to purchase the car, so I called. I told the customer service agent that I was selling my stocks to purchase the car, and it would take me about seven days to get the money. She said no problem, that I would need to show them that I had the money available, and that I had to have the money in hand via a cashiers check on the day of arrival, so I could request the car be delivered in two weeks, just to give me enough time. Great.

The next day I get a phone call stating that I cannot hold the car with just paperwork from selling my stocks. I needed to have the funds available right now. Completely different answer. I had money available in my savings and was able to get the other part elsewhere. I called Carvana back and told them that I have all the money available now. I can give them a check, and another person can give them a check to equal the amount. Carvana said that’s great, and we continued with the sale.

Next day I get a call saying I can’t pay in two checks, and it has to be all in one. It is now a Saturday night, and no bank is available for me to deposit the other check into my bank, and then have it clear. So I was told I couldn’t buy it. I spoke with my husband and we got the money transferred into our account so that we had all the funds available. I called Carvana back and told them this, but I couldn’t have a cashiers check until Monday. The new customer service agent told me that I don’t need a check, I could fill out paperwork on their website, and they could call my bank to make sure the funds were available Monday morning.

Monday morning I call Carvana and the bank, and everything is settled. Four days, and many many customer service agents later. It seemed like no one there took the same class on how to purchase a car. I got a different answer each time I called.

I now have the car. I presented a cashiers check to the man that dropped my car off to me. I have gotten two emails a day stating that I have not purchased the car and need to contact them ASAP. Every day I do, and it’s the same story. I purchased the car via cashiers check, the check has not arrived in Arizona yet, so the computer will keep sending me an email that makes it sound like I stole the car and have no intentions on giving them their money every day until they receive the check. Why did they ask me to pay in a cashiers check then? And every time I call them I get different answers.

I loved the process. I love the car I bought. I just hate that no one there was trained the same way. I was very close to canceling my order. Like minutes close. I went to two dealerships looking for a comparable Highlander, but the dealerships were going to charge me $2000 more then Carvana. Please train your customer service agents so that they all know the answers. This goes for your underwriters too. They also gave me different answers.