Reviews (1)

I do NOT see how this is easier, quicker or better than going to a traditional dealer? The only advantage I could find was there is no "dealer fee" that's tacked on at the end that we ALL hate. Unfortunately, I can NOT recommend using Carvana until they get the stuff together, they are very disorganized, different departments have no idea of what documents have been sent, and they NEVER call you, only email. I called the customer service line twice, the first time I got a message that my wait time was 8 minutes and I could either wait or have a rep call me back in approximately 8 minutes, the message said I would NOT lose my place by choosing that option which I did. It's now been 3 days and I still have yet to hear from ANYONE at Carvana. Sadly the call was about trying to finalize my pending deal that was stalled due to them not being organized.

About a day later I tried it again and this time it was a 15-minute wait and the same thing, no phone call back again. You don't have to enter anything when choosing that option so it wasn't my error, they pick your number via caller ID, repeat that number to you and then ask if this number is correct. I would love to know how many deals and/or customers Carvana has lost because of such POOR service, according to several recent professional reviews Carvana still has yet to turn a profit, uh-duh, really, that's a no brainer. I have owned an eCommerce business for several years and when you're an online ONLY business you had better make your number one priority that the customer is quickly and constantly contacted until the sale is finalized! If you do not do this simple task "potential customers" will walk, find another online seller or in this case another online seller or traditional dealership, find a different color, model, etc. they like better. With every traditional dealership have expensive websites advertising their cars and with there being 2-3 other "valid" online-only car dealers operating, staying in constant contact until the sale is finalized is just common sense Carvana...come on!

Carvana lost out on $36,000 with my sale plus whatever they would profit off my trade (BMW X5 M-Sport) simply because they couldn't find the payoff my bank faxed to the number THEY provided with the requested info attached. I received an email stating my time had elapsed and because I did provide that document the car is back for sale. I could have fixed the issue by calling in a 3rd time I'm sure and WAITING to speak with someone this time and not select the "callback option," but I had already wasted 4 days doing this crap when I do NOT have to do it at a traditional dealership. So I guess I'll just find my new car at a traditional dealership and screw the online crap, because in my opinion that's what it is, you shouldn't expect to get your vehicle quickly even though they tease you with it! With a traditional dealership, I simply drive there, do a little negotiating which isn't a big deal to me, pay for it and then drive home WITH the new vehicle all within about 2.5 hours and won't have to waste 4 days talking to a damn computer chat rep!

There are plenty of great books out there that explain the "must do's" when running an online-only business, I might suggest a little research, respectfully...