Reviews (1)

Too good to be true? Carvana is proving that theory as I type. The easy and user-friendly app had me boasting to friends about a car I bought online. Two days prior to my delivery I get an email asking me to call them to reschedule because the car had received damage while loading it on to a truck. They stated it would require repairs and would be several weeks and we're making sure this would still work for me. Why would I want a car that’s now been in an accident?

Back to the drawing board, I find a similar vehicle but it cost an additional $500 in delivery fees, the prior was free so I asked if Carvana could waive the charge and they refused but offered me a $250 credit towards it…gee, thanks. Two days before delivery I get another request to call and reschedule. Apparently this time the driver had gone over his DOT hours so it’d be another week. Upon my waiting period, I realize a discrepancy. The vehicle was listed as an LX but my own VIN check reported this was a base model with none of the features I was paying for. Carvana recognized their mistake when I called and said they’d correct it.

Back to the drawing board again…During my search, I locate the vehicle that I ordered originally with delivery available in 48 hours (I thought it was at the body shop?). I find the other vehicle still listed under the wrong model (corrected those typos though, right Carvana?). I FINALLY find another car and it’s due to be delivered within a few days. I leave work early to meet the driver and then my phone rings. He’s running late, the delivery truck broke down so he had to drive the car to me (and drive those miles up too). Upon inspection, I notice 1) There were two keys in a photo provided on the listed but I only got one, and 2) There was damage to the bumper that was not described on any photos provided. My delivery man took pictures and submitted the complaints on my behalf before taking off in my trade-in vehicle.

Two days later I get an email that I need to contact a body shop and submit a quote and they’ll "work with me" on what to do. Well, to replace the damaged bumper was $3000. I send the quote to Carvana, no response. Fearful my 7 days is nearing the end, I call. They haven’t finished reviewing and will let me know. The evening before my 7th day…they reject the quote and I need another one. I’ve taken time off work for a late delivery, I’ve taken time off work to get the damage assessed and now I need to do it again? To resolve the key issue, they told me to go to a dealership…an hour away, to wait an hour there to get a key, to drive an hour back! The dealership is only open M-F from 8-4 which means more time off work. I asked Carvana to send me the key they took the photo of instead. Their answer? "NO, go to the Dealership, SilverRock will pay for it." Neato Carvana, they going to pay me for the fuel, the mileage and 3 hours of missed work too? Doubtful. How can I get my car fixed when you deny the estimate? Are you going to reimburse me for my time off work to sit in a body shop to get that quote? And now another? DOUBT IT!

My 7 days have expired (conveniently for them). I can only imagine the sheer horror I will get to endure next when my registration doesn’t come in and I have to take MORE time off work because the car will be illegal to operate like other reviews have stated.