Kiera P.
Dallas, TXMember since April 2019

Reviews (1)


    • Apr 30, 2019
    • Verified Reviewer

    Carvana

    2017 Ford Focus

    Overall Experience:

    So let me start by saying I was really excited to go through the process of getting my car through Carvana. It seemed to be simple process with little to no hassle. I selected the car I wanted at the time, my down payment was only $600 so that was more than affordable for me. Well, the process started in buying the car. My first issue encountered was the many times I had to upload my documentation because of minor errors that were being made. That should’ve been a red flag but I continued the process.

    Fast forward to getting the car, it drove fine, of course, no issues. I got the car on 3/2/19, I started having problems with the car 4/16/19, the car ran hot on me while I was sitting in a Sonic drive-through. It freaked me out because I hadn’t had any issues. So I turned it off, called my husband and then once it cooled off I went ahead and drove it home. I told him the next day I would go and get the car looked at. So on my way to work, everything was fine until I got into the parking lot of my job. I parked and was just sitting there and I watched the thermostat on the car just rise until it got to Hot. I was concerned at that point and decided to take the car across the way to let the mechanic take a look. Carvana insisted that the car would be covered until warranty if anything were to happen. So the man there immediately let me know that there was a leak in the water pump and it was causing the car to run hot. He suggested for me to not drive the car. And since the warranty company wanted a printed diagnostic sheet, he was unable to provide that and directed me to firestone.

    So I left work, had AAA tow my car to Firestone. Firestone looked at the car and told me it took at least 30 minutes to see what the issue was but that it was a leak in the water pump and whatever fluids were coming out where getting on the belt. So ok, they were getting ready to fix it when we found out the power train warranty was still active on the car and Ford would have to fix it. So Carvana was "nice" enough to get a tow for me to ford in Arlington, Texas. The car got there and they were given the precious diagnostic on the car from Firestone. But they needed to run their own test on the car, which was fair.

    In between all of this I’ve worked with Joseph, Jared, Jacob the ops manager and honestly, nothing had been solved. Other than Jacob getting me a rental car for almost 8 days now. That’s the only real compensation that I’ve recieved this far. So Ford has had the car for about a week now and claims that they are not able to recreate the issue prior to the mechanic's diagnosis.

    This has been the most disgusting process I’ve been through. Worst part is, Carvana will accept the car as a trade-in but only if I put $800 down. Which is not fair, I should not have to put anything down when the car LITERALLY has paper tags on it. Carvana does not feel as if they are responsible for any of this. And I am in the process of filing a dispute against them for this. Nobody seems to have real answers for me. So NO, I do not recommend you get a car through Carvana. Even with the 7-day trial. REAL car problems will not come up that quick. It takes a while before you will know about the car. Such a waste of time!

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

    2 people found it helpful

    Link to this Review
    • May 1, 2019

      Company Response from Carvana

      We appreciate that you have taken the opportunity to reach out to Carvana and share your experience with your new vehicle. We understand that being without a vehicle is a grave inconvenience and we'd like to sincerely apologize for the issues you are experiencing. It is our hope that our customers should not experience mechanical issues with their purchase. We know that this is inevitable and while mechanical issues are usually unexpected, we know that the repair process is not always easy. For this reason, we have our repair team who is able to assist our customers through the repair process. We understand that Ford was unable to recreate the issue your vehicle and see how that would make the repair process a bit more difficult. We see that you have not recently been in contact with our repair team regarding the status of your vehicle. We have reached out to you but were unable to make contact. Please give us a call back at your earliest convenience as we would like to discuss your concerns further. We thank you for your continuous patience and time.


Showing 1-1 of 1