Attempted to purchase a 2018 Ford Explorer, which was listed as having two very minor chips on each side. When the vehicle arrived I noticed about two dozen more chips with several of them being far more severe than the two advertised on the site. The entire hood was scratched from what looked like a poor attempt of buffing out scratches prior to sale. The delivery driver took photos and said normally the customer service department will review and issue a repair order for me to take it in and have it corrected. I agreed to keep the vehicle pending what the service department offered since the driver said my trade would be kept local and could be returned the next day. When customer service got back to me that afternoon they said the damage to the vehicle was "normal wear and tear." I requested my vehicle be returned the next day which they said was impossible since it was already three hours away. In the end, I had to drive three hours to get my car back after just being told a whole bunch of false statements in order to try to get me to complete a transaction that was not as advertised.
I would never recommend using this service as you truly can’t trust that you are going to get what is being advertised. I ended up buying from a traditional dealership for $3k less with the same miles and a better options package.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
Link to this Review
Company Response from Carvana
Thank you so much for reaching out to us to relay your experience, and your concerns! Your feedback is incredibly important to us and we want to ensure that your experience is as amazing and wonderful as your new ride should be! Each and every one of our vehicles will undergo a thorough 150-point inspection; however, with our inventory being used, there can be some light wear and tear that is present. If you are not 100% satisfied with your purchase, you can return it, or swap it out within your initial 7 days. While your car journey with Carvana did not work out, we are glad to hear that you were able to find your dream car. If you ever find yourself in the market for a vehicle again, we would love the opportunity to regain your business and trust back.