I planned to purchase a used car and my 7-year-old wanted to purchase using Carvana. The vending machine was broken when we arrived around 6:30 and the car did not come out until 7:45 after their normally stated hours. They handed me the keys and walked off. They counted that as my first of the 7 days - after hours on a holiday weekend. Then the tire blew, there were many more scratches than represented and the headlights had a yellow chemical film etched into it, also not disclosed in the purchase description. The cheerful helpful person on the phone said to submit an email for approvals and that it should not be a problem since I am new in the car. That was day 6 and I was tempted to return the car but with her assurance and the insurance company Silver Rocks assurance that usually new in car individuals are taken care of I proceeded with having the repairs. I have now owned this car for 8 days and have not been able to drive it. They have refused to pay everything except a shampooing of carpets for a terrible must smell. If you have something wrong with your car at pick up, return it right away and don't bother with the insurance because they fix nothing and find loop holes to prevent their company from paying anything.
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 for taking the time to write this review, as we are more than happy to provide information on your experience. We apologize that the vending machine malfunctioned, but we are appreciative of your patience as we worked on unloading your vehicle. We understand that there was frustration in realizing that the day of pickup counted as Day 1 in your 7-Day Money Back Guarantee, but we’re glad this information was provided at the beginning of the guarantee. Our policy confirms that Day 1, on the 7-Day Money Back Guarantee, begins on the day the customer accepts the vehicle. The Customer Advocate you spoke with was correct when they stated that it is common for us to approve repairs to headlights, tires, and scratches on the vehicle, especially if the vehicle did not arrive in our standards. However, if the scratches are within our standards, no further repairs would occur. The tire and headlights are items that appear to be out of our standards and the process for review is as follows: take pictures of the issues and send them into (repair@carvana.com) for evaluation. We do see that our repair team has reached out to you, requesting documents to further investigate your experience and repair requests. We are happy to look further into your experience and ask that you give us a call at (800) 333-4554 if you have further questions. Otherwise, our team will reach out to you after the investigation is completed. Thank you for writing this review, and we hope to come to a resolution soon.