Reviews (1)

I'm a resident in Houston and I recently purchased a car through Carvana. This was my first time purchasing a car so I was very thorough with my contract and Carfax. I had it read over with my boyfriend who was co-signing with me. I sent it over to my mom to check over as well. It was a great deal, 2016 dodge challenger under 30,000 miles, no cosmetic imperfections for $20,700. The car was delivered to me at the beginning of July, and before I even got out to the car the gentleman who was dropping it off told me he had noticed some cosmetic issues. Then after doing a walkthrough, I noticed quite a bit more. I was told by the gentleman that the pictures would be submitted and to wait to hear from them about what could be done. I eventually was informed to take it to a body shop and get an estimate. That was done. Then I was told to wait for confirmation for the repairs to be approved. As the car was listed with no imperfection I was highly motivated to think they would not refuse the repairs.

While waiting for the approval I noticed the car had a coolant leak. I informed Carvana and was again told to get an estimate then submit it and wait for the approval. However, the car still had a couple of months of the manufacturer's warranty on it so I just had it repaired under that. That was 2 days without my car, and a couple of weeks pass and I was still waiting for approval for the cosmetic issues. I eventually called them and found it they had been approved I just hadn't been made aware. I was supposed to receive a text message, however, I didn't get it. I can understand technology mistakes happen sometimes though. I was finally able to take the car to the body shop on August 5th. That following Friday, August 9th, my repair advisor called me to inform me that the team had removed the bumper to get to some repair areas and noticed quite a bit of hidden damage. I had them stop repairs and contacted Carvana. Since finding the hidden damages I have spent over 5 hours on the phone with them. Multiple 24 hour approval days and found out the car had $13,000 of damage between the cosmetics and the hidden repair. $10,000 of it being hidden under the bumper and lights and grill being glued together as well as the reinforcement bar being dented in multiple areas. I asked to return the car and pick out another one of equal value, with my personal understanding that they sold me a car with extreme damages and was concerned that there are other hidden damages. They have refused to honor my original terms, now requiring a $6000 down payment and a 24 percent interest rate compared to my original 0 down and 12ish percent interest rate. When I asked why I could not have the original terms they said because they no longer offer co-signing and they would not transfer the terms to a different car, even though had the car I had originally chosen not been damaged I would have the car with those terms still.

So now my credit has been dinged twice due to the hard pull required to get my terms original and then dinged when I opened the loan, same for my boyfriend. On top of that I am without a car and unable to go somewhere else without paying extra due to my lowered credit score. Not to mention I just went through a whole buying process then the process of dealing with the repairs and now I am having to deal with trying to get the first months payment back, which can't be done until they have the car in the possession, which can't be done until the repairs are done.

I am unable to understand how they could do this to a customer who has done nothing wrong, I have been nothing but polite on the phone despite my growing frustration and I have been patient and in constant contact with them regarding everything. They sold me a car that should never have been listed, then refuse to honor the same interest and 0 down even for a car at the same price, and refuse to let my boyfriend co-sign with me when it was allowed a month ago.