This has been a bad experience since the beginning - and unfortunately, it's not over. My coworker had a great experience with Carvana, so we decided to give it a try. And even if you have a good experience, be prepared to have to wait hours for a call back on even the smallest issue. We loved the first car we test drove - a 2014 Expedition - but it had a slow leak in the front tire. We notified Carvana and made arrangements for them to pick up the car. In the meanwhile, we found that my husband's financing terms with Carvana were much better than what I had been quoted. We asked that when they returned to car to us, we switch the financing to him. Then Carvana lost the car. Then Carvana said the car had been promised to someone else. Then Carvana said we could get the car.
The car was returned to us 7 days later. That afternoon when we went to drive it, the low tire pressure light was on. When we called Carvana about the tire, they said that the slow leak had been noted but since we had decided not to purchase the car (not true) they had chosen not to fix it. (Even if we had decided not to purchase the car, it was a known defect that they chose to ignore.) We were told that we'd need to take the car to an ASE certified technician and that Carvana would cover the repair - including the $50 deductible. Of course, to find an ASE certified technician, I had to log into their 3rd party warranty site using our Carvana paperwork. Guess what - Carvana hadn't entered the paperwork, so we had to wait another 24 hours. After taking the car in, the mechanic called and told us that Carvana had refused to pay for the tire and that he'd discovered a "significant" leak in the power steering line. My husband and I tried calling Carvana back beginning at 3 pm today. Finally, after 7 pm, someone chose to call us back. In a way, the fact that they didn't fix the tire was a blessing since the mechanic found the power steering leak. Carvana's unwillingness to accept responsibility (they continue to call this a miscommunication) is mind-boggling. We still haven't gotten confirmation from Carvana that they are paying for the tire, but you better believe that we will never ever darken the door of this slap dash sorry excuse for a dealership again. As my husband said, we're going back to Carmax where they treat us like customers, not suckers.
Bottom Line: No, I would not recommend this to a friend
17 people found it helpful
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Company Response from Carvana
Thank you for sharing your experience with us. Carvana prides itself in providing customers the perfect car buying experience. We are truly sorry for the issues you have experienced and the headache this has caused. We would never want to inconvenience a customer in any way. Carvana strives to provide customers high-quality cars. One way we do this is by performing a rigorous 150-point inspection on every car we sell to ensure it meets our high standards. The last thing we would ever want to do is deliver a car that does not meet these standards. We can assure you the proper teams have been notified of your experience to prevent this from occurring again. Carvana would love the opportunity to turn this experience around. Please contact us at your soonest convenience.