James J.
Los Angeles, CAMember since September 2019

Reviews (1)

    • Oct 5, 2019
    • Verified Reviewer


    Carvana's customer service is really bad. I will not buy a car from Carvana.

    Overall Experience:

    I purchased a 2018 Land Rover Velar. The car had many many nicks, dings, and scratches when it was delivered. These cosmetic imperfections were not showed nor indicated on their advertised website.

    Also, the activity key (wrist band shape) that was supposed to come with the car (it was seen in the advertised photo) didn't come with it.

    I explained these issues to the driver who delivered the car to me, and he promised me to contact the Carvana regarding them.

    I got email from Carvana that offering only $100 for those sever cosmetic imperfections. I responded to cover more, but they refused.

    Also, the message included the missing activity key, but I couldn't clearly understand what I need to do, so I replied for more detail. Since then, I didn't get any reply back from them even though I sent an email a few more times.

    Finally, I called them today because 100 days of Carvana's warranty will expire soon, but they said that they cannot do anything about the activity key since 30 days were passed since the first email.

    First of all, it is their fault not delivering the key with car, and also not responding to my reply email for detail. They are now accusing me of not acting in 30 days.

    I will not buy any car from Carvana from now on. Their customer service is not satisfactory at all. They are avoiding their big and initial mistakes and laying the blame on the customer by a small mistake.

    This will not happen if they deliver the car with everything it supposed to come with.

    Bottom Line: No, I would not recommend this to a friend

    5 people found it helpful

    Link to this Review
    • Oct 7, 2019

      Company Response from Carvana

      Thank you for taking the time to share your experience with us. You have been more than patient and we are genuinely sorry for all the challenges you have encountered since your delivery. Carvana aims to make the car buying process as easy and stress-free as possible. A 150 point inspection is conducted on every car to ensure it meets our high standards. The last thing we would ever want to do is deliver a vehicle that does not meet this standard. After reviewing your account, it does look like you have worked with our inside team to have these issues resolved and we have provided the proper next steps. Please do not hesitate to reach out if you have any further questions or concerns.

Showing 1-1 of 1