Reviews (1)

I received my vehicle on 4/12/19 and noticed right away there were several things on the outside that were not listed on the 360 review. The vehicle was listed as having no exterior or interior imperfections. A small dent, paint chips down to the plastic on the bumper, undisclosed scratches in several places, one of the alloy wheels has wheel rash on it, and only received one key. We realize that there will be slight imperfections on a vehicle that is used, but they should have been disclosed. We get inside and take it for a test drive it drove ok, but the service due notification warning was on which was never reset. It was miserable outside so we didn't do a great job checking over the inside. We pointed out the missing manuals, wheel lock key, service notification, and outside damage to our delivery advocate he tells us that he would get touch up paint, a wheel lock key, and manuals to us and he would also check on the service due notification. As we have a 7-day money back guarantee we could check things over thoroughly when it was nice outside.

We check the car out in more detail on 4/13-14/19 and notice the OEM floor mats were missing as was the wind deflector, key for the wheel locks, all of the owner's manuals. All these items were listed on the vehicle description. We also noticed a lot of scuffs and scratches on the inside, and what looked like glue on the passenger seat. Seats are leather. One of the rims has wheel rash on it, and the back tires were dry rotted. Not happy, we let them know because from what I've read sometimes Carvana makes it right I was especially worried about the tires as they were cracked all around the rims, and these are an item on the 150 point inspection.

I take photos of all the damage and email them to Carvana on 4/15/19. On 4/15/19 the battery is dead in the remote (only received one) so we couldn't drive the car until we got a new battery the vehicle has a passive entry system with push-button start. I'm frustrated at this point. I call Carvana and explained the issues I have, and to see what the could do. They offer me up to an $80 reimbursement to have the wheel locks broken off and replaced, and $200 for the outside damage to get fixed, and a possible warranty replacement for the tires.

They also offered to email me a PDF of the manuals, as is stated on the website "Call us crazy, but we think you need an owner's manual, which is why we work hard to make sure you have the necessary information about your vehicle at your fingertips. No physical copy of the manual? No problem! We'll send you a digital copy upon request at no extra cost to you." And a check-up call in several hours to make sure I received the manuals. I didn't receive the manuals or a check-up call.

On 4/16/19 we take the vehicle to our service center and have a safety inspection done. Car checks out ok but is past due for 30k service. Because I bought a set of tires the service center took care of removing the wheel locks for free. Carvana did replace the front two tires before I bought the car, but they were an extremely low-quality tire from China and not balanced correctly.

On 4/17/19 my delivery advocate texted me about the manuals and touch up paint letting me know he's working on it, but I'd probably have to go thru Silver rock to get the wheel locks replaced. We go over the missing OEM items and he tells me he's working on getting them replaced I know it's a used car but if an item is listed in the description it should be in the vehicle.

I heard back from Carvana on 4/20/19 about missing OEM items - "I have been looking into this and finally got it all answered! The wheel locks I apologize the key was not in there. For the mats and deflector, those are options listed for that specific vehicle when it was sold new. From my understanding everything listed standard should for sure be in there and anything listed as options may have it depending what the previous owner did with them. Since they were not in there the previous owner never kept it with the vehicle. Sorry for the confusion with that."

For some reason, my test own expired the night of the 17th, which was a day early. I received no check-in call from Carvana on my 6th day to make sure everything is fine and to see if I wanted to keep the vehicle.

In my opinion, this could have been a lot better of an experience. The beginning part of the process and the delivery were great, but the car description and the after delivery care could use a lot of work.