Reviews (1)

The process of searching for a vehicle was easy. Everyone I have talked to on the phone with Carvana has been nice and professional. The timeline from when my loan check was received at Carvana and the vehicle was shipped was longer than I anticipated. People at Carvana gave me opposing information. One person said it wouldn’t be shipped for another two weeks, while another person said that wasn’t true.

The real problems began during the delivery process. I was a direct delivery customer; therefore they had to hire a third party to deliver it. I was under the impression I would have more updates along the delivery process. I was notified when the vehicle was picked up and a two day estimated delivery date window. On the first day of the estimated delivery date, I never heard from the driver. The driver is contracted to notify you 12-24 hours prior to delivery. I contacted Carvana and they stated he probably has not called me because it is illegal for the "truck driver" to operate his cell phone while driving. Fair enough.

On the second day of the estimated delivery date, I still had not heard from the driver by 9:00 a.m. so I called Carvana again. They stated they would reach out to the logistics team and the advocate I spoke with said she would call the driver’s dispatch herself as well. She said to expect to hear from the driver within two hours. Two hours later, I had not heard from the driver. I called Carvana again. They still had not heard from the driver, but stated they would continue to reach out to him via text, email, and call. A couple of hours later, I still had not heard from the driver or Carvana. I called Carvana again. They still had not heard from the dispatch or the driver. I gave up hope of getting the vehicle that day.

That night at about 5:30 pm I see a flatbed truck driving up my road towing two vehicles, one is my 2014 GMC Acadia. This was a dually truck towing a flatbed trailer, not a "truck driver." He cannot get to my house because there is not a spot for him to turn around. He has to unload the two vehicles in the middle of the road then drive the Acadia to my house. I NEVER heard ANY correspondence from Carvana OR the driver about his arrival. If the driver had been in contact with me, I would have met him outside my neighborhood because I knew it was going to be difficult for him to deliver to my address.

The driver was hardly friendly. He did not ask for my driver’s license, simply a signature and stated "he never wanted to return" (to my neighborhood). I offered to drive him back to his truck so he wouldn’t have to walk. When I got in the car it had an obvious old cigarette smoke odor. I asked the driver if he thought it smelled like smoke and he said "it is probably from me because I have been smoking cigarettes this whole time."

I drove the car back home and started to inspect it. The outside of the driver’s seat upholstery has obvious damage that I feel should definitely have been disclosed as an imperfection. Also, where the seatbelt meets the seat it looks like a dog chewed on it. Pictures of these imperfections prior to delivery would have been nice. But above all else, the car smells like old, musky, cigarette smoke. It is cloth upholstery. I am not a smoker. I am super disappointed about this. The fact that this belonged to a smoker should have been disclosed as well. Also, there were little damaged and broken pieces of plastic that came from the car that I found sitting in the cup holders. I have no idea where those go.

I immediately took pictures and contacted Carvana. Once again, they were polite, professional, and apologetic. I sent them the pictures and the advocate I was speaking to received the thumbs up to offer me a $100 reimbursement towards detailing to hopefully remove the odor. The repair team offered a $250 check due to the significant "wear and tear" of the driver’s seat.

I went to an auto detailing shop today and they said it would be at least $300 to have this car detailed and hopefully remove the odor. They were super unimpressed by the way the inside was cleaned and the owner of the shop even wiped cigarette ash out with his finger.

Overall, I like the 2014 GMC Acadia. I want it to work out, it is what I am looking for. However, the delivery process definitely needs improvement. Also, the vehicle should never have been sold with this odor OR I should have been notified that it CLEARLY belonged to a smoker. Additionally, the "wear and tear" of the seat should have been disclosed with the pictures of the imperfections on the website. I consider it more than everyday wear and tear. It is a huge inconvenience to have to schedule a 4-5 hour detailing to remove cigarette smoke smell. I have six days until I have to decide whether to keep it or not, but I know the process of returning it is going to be a huge headache too. I would not recommend the direct delivery to anyone. If you can go to the site and check it out, it is another story. Overall, I would not do this again.