Carvana has been a nightmare to deal with when it came to being reimbursed for transportation costs. Long story short, I originally purchased a vehicle and wanted to exchange as soon as I received the vehicle. They were helpful with that but due to something happening with their delivery from Georgia, so I had to wait an additional 7 days, which totaled 14 days. I picked up the vehicle on 4/13/19 and asked to exchange it the same day. Had to wait for my vehicle to be delivered as well as exchange the paperwork which took no time. My new vehicle exchange was going to be done on 4/19/19 but due to delivery delay, I had to wait until 4/27/19 to pick up my new vehicle. Now the problem is, when you exchange, you cannot go over a certain amount of miles. So because on 4/23/19 I was scheduled to go to SC, I needed my vehicle. I alerted them about this after calling and speaking to 3 different reps to finally have a rep who was helpful. He stated they will put me into a rental car for my travel days but due to some unforeseen circumstances, I was not able to receive the rental. I let them know and they explained I could use Uber/Lyft. I asked for the allowed amount and they stated $150. So on 4/23/19, I used the ride share service 3 times that day and again on 4/27/19. My total cost was $135.40 and I received a confirmation on 4/30/19 from them stating they received my receipts and sending out a check for $160.
I have not received the check yet so I called them up on 5/28/19, spoke to a Justine or Joseline and asked to speak with a manager named Ryan. He was very rude and not sympathetic at all. He explained they sent out a $55 check which I still have not gotten and they rule is $40 a day. I was never explained that over the phone and was told I would receive a $160 check. It's very upsetting and disturbing that do not stand by there customer's as I have given them great reviews as far as getting my vehicle but they must work on better training on their customer advocates. I am out $85.40 because of miscommunication and never went on my trip. I really dislike dealing with UN-empathetic customer service reps and warn anyone who has to deal with them.
Bottom Line: No, I would not recommend this to a friend
5 people found it helpful
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Company Response from Carvana
Thank you so much for providing us with this feedback and for the opportunity to address your concerns. We are so sorry to hear about the delays and that your experience has been a nightmare. This is absolutely not the experience that we strive to provide to any of our customers nor our intent. We cannot apologize enough for the misinformation you received and for the way in which your concerns were addressed after following up with us. We do see that you have since spoken with a specialist who was able to correct this issue. We hope that the resolution provided has helped to turn around your experience. We encourage you to give us a call if there are any additional questions or concerns that you may have. We thank you for your time and continuous patience.