I decided to purchase my first vehicle from Carvana and against my better judgment after reading all the bad reviews everywhere except on their site, I still proceeded. My "quoted" approval price was easy to obtain, that was the only good part of my experience. The computer system had glitches in uploading my documents so I had to continuously resubmit them, my bank did not support the ACH system that they use so I had to obtain a cashier's check and send pictures to verify while I work all day mind you and with the constant threat of this "time frame" that they give you before you lose either the car or your delivery slot.
Once I got everything uploaded I was to now sign my documents online. As I read thru them I notice that the car online is a different color than what is stated on my contract. I wanted a black car but the one in my contract is red? So I call in from work and get the customized "we are sorry" speech that I am convinced they have a training class specifically for that, and the advocate tries to convince me to ignore this legal and binding document that I am signing because the car really is black, not red as it states?! With some back and forth I advise him I will not be signing and I chose a different car, which he swapped out causing my delivery timer to "reset".
All of these things were frustrating but not enough to make me back out on the deal so I move forward, get my delivery date set to pick the car up in Atlanta at the vending machine. I take a half a day off of work because it’s a 2-hour drive and I get a call with a voicemail stating that one of the trucks broke down and they can’t get the car to the vending machine in time! An hour before my pick up you just figure that out?!
So again I’m given the standard "I’m sorry we pride ourselves on good service to our customer service" lie and my date is then rescheduled to Saturday. Now I am angry as my sister graduates and her party was Saturday but now I have to go to Atlanta and pick up a car. Well, lo and behold, 2 hours before the Saturday pick up I again get left a voicemail that the car is not ready this time it’s because a new battery was put in that caused the computer to reset and wipe out the readings needed to perform the emissions test required here in Georgia. So the car has to be driven around adding miles until it can be read! At this point, I’m over Carvana and the advocate obviously was not prepared to handle someone who knew facts and how things work. I work in car insurance and you can’t pull the wool over my eyes. After 30 minutes she put me on the phone with a Supervisor who was no more helpful than her but did talk to me as if I was a preschool child she could calm down with a sweet voice.
None of the new delivery options they had worked for me. I already missed work, I wasn’t doing so again, and there was no way I was driving to Atlanta in the evening after work. So her solution was they will deliver the car on Monday morning. I am writing this review on Sunday and I will be back to update because I told her if it is not delivered they can keep the car and I will go to a dealer!
This change in dates yet again requires you to go back and re-sign your documents and upon doing so what do I find they have added an extra $500 to the sale price of the car. Carvana is worse than the shadiest of car dealers and they should be ashamed of the practices and tactics they use to scam people!
Bottom Line: No, I would not recommend this to a friend
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Company Response from Carvana
Lashonna, thank you for the detailed account of your Carvana experience so far. We have missed the mark multiple times during your car buying journey and are truly sorry. We understand how frustrating it is to not receive something you purchased in a timely manner, especially when it is one of the biggest purchases of your life. At Carvana, we want every vehicle we deliver to be up to our standards, and more importantly, yours. When we run into issues prior to the scheduled appointment, we want to resolve the problems beforehand. This does not diminish the fact that you were delayed multiple times, as that is unacceptable. We’re so appreciative that you decided to stick with us. We see that your vehicle was successfully delivered and you opted to accept it. Carvana is here to support you beyond your 7-Day Money Back Guarantee. Please reach out to our Customer Advocates if you need anything additional.