The good parts: The financing process was easy, I received more than expected for my trade-in and the vehicle was delivered on time. It should be noted that the delivery driver knew nothing about the car and was not able to answer any questions.
Carvana provides seven days to test drive the car. I had it inspected by a local dealer and they discovered that all four of the wheels were bent. After speaking with Carvana, they advised that the wheels would be fixed and asked for the estimate from the dealer which was provided via email. I elected to keep the car based on Carvana's process
The repairs were then turned over to Silverock (their "warranty" company) and they are not guaranteeing that the repairs will be covered despite Carvana saying that they would be.
After multiple contacts attempts via email and chat, Carvana has not responded with any sort of answer. Silverock did respond with two automated responses that their claim was closed because the issue was resolved.
Please don't believe the commercials on TV.
Please expect the customer service experience to be painful.
Bottom Line: No, I would not recommend this to a friend
5 people found it helpful
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Company Response from Carvana
We appreciate this honest review of your experience with us. We are sorry your process with was not the ideal customer experience we strive to provide for every customer! Thank you for the patience and understanding you provided us in order to ensure all your concerns were resolved at a facility of your choice. Our support is not stopping here, please do not hesitate to reach out to us going forward if we can help in any other way. Thank you again for this valuable feedback.