Reviews (1)

I recently bought a car from Carvana and while I was very apprehensive through the entire process; buying a car online is scary your first time. The customer service representatives were amazing and very patient, kind and explained everything in detail no matter how many times I asked the same questions. Then came the first hiccup in the process, I had my car scheduled for delivery on Saturday afternoon; on Friday afternoon customer care called and said they had to let a delivery driver go and could no longer deliver the car on requested date they did offer to give me a uber code to go and pick up the car. Luckily my boyfriend was available to drive me to their location to retrieve the car. I was understanding to this situation being a manager myself and knowing the struggles of turn over rates. At the pick-up everything went smooth and everyone was very pleasant and helpful; again great employees.

Once I got in my new car I noticed it had not been cleaned at all. I couldn't see out the front window due to smudgy steaks all over, the floorboard was covered in dirt and just normal dirty for a used car, the outside could have used a car wash as well. For a dealership, one would think you would receive a nice clean car used or not, so this was disappointing, to say the least. All somewhat small things that I just took note of and I didn't let it bother me or turn me off that much due to the wonderful service I received along the way. The car looked great and was exactly what they said. So I decided to take it for the 7-day test drive. Of course, my first plan of action was to take it to my trusted mechanic and have everything looked at to ensure it was a good car. Well, seeing as I bought the car on a Saturday night I had to wait until Monday to take it in to get looked at.

Sunday morning I get in my car to run some errands and that's when I hear it. A clunking rattling sound from the left tire well area. Knowing a little about cars I figured this was my struts. So I call Carvana and the warranty to see what to do. They suggested getting it to a mechanic and see what exactly is going on. So I took to my mechanic first thing Monday morning. Where they did confirm that my left strut was shot. Seeing how I still have 5 days left on the test drive I tell them to get it fixed with the warranty. It takes until WEDNESDAY to get the approval from warranty to cover the cost of repairs leaving me now with two days left on the 7-day test drive.

While it has been a true struggle to fight with warranty, everything else has been great. The car is fixed and no further issues seen. My mechanic did say it appears that in transferring the vehicle it was dropped on its left side destroying the struts completely on that side. This goes to back the story from Carvana on letting go a delivery driver I'm assuming the one who dropped my car; however, the fact that after a vehicle was dropped they failed to re-inspect vehicle is quite unprofessional and very upsetting. If the warranty would not have covered repair 100% I would have returned the car immediately and asked for a full refund. However, I spent 5 months looking at cars and deals and I fell in love with the one I picked and couldn't find a better deal at another dealership.

So overall, the idea is amazing and the employees (that are still there) are without a doubt wonderful, I do feel there are quite a few things that can be fixed and looked into a little deeper and some policies need to put in place about how to present a new car to customer, it should be cleaned, detailed and told if anything happened in transit with the offer to repair any issues 100% upfront. This is the best way to build rapport. At this time I'm keeping my new car; however, I do not feel I will buy from them again unless these things are addressed and fixed.