Reviews (1)

First I will state this was to be my 3rd car purchase through Carvana. The first - fairly seamless. The second did not go quite so well - a miscommunication here/there, with the biggest issues related to the actual delivery time frame agreement. Caused me the need to rent a car, have insurance longer than needed, endless phone calls. Nonetheless, I made it through the process and the car was as promised. So when I needed to purchase another vehicle I turned to Carvana (albeit with some hesitancy). I did find a car which could be delivered by Monday (perfect timing due to upcoming travel plans), purchased, preapproved through BofA so this should have been a breeze! Right? Nope. Turns out I was not given all paperwork needed for BofA and when I called over the weekend to find out what was occurring I was informed I needed to upload a different agreement. They shared they were not aware I was preapproved or they would have handled it differently. Ugh! Really! We spoke and BofA is on all of my paperwork...They could not have called, sought clarification, etc? I ask "will we be able to keep the schedule" and I am informed that will depend on BofA and if they will be able to get this done. I remind them any delay is due to Carvana, not BofA. When I call for an update I am told BofA has not yet posted approval so we cannot reschedule until BofA responds so this is a BofA issue, not Carvana. By the end of that call, I am furious.

Take ownership Carvana! So now I head out of town and this time I am not as willing to forgive. And apparently Carvana does not care as they said "ok well, your offer will expire and it will go back on the market." No apology. No responsibility. At some point, the "cost" of these errors and good customer service is something that Carvana needs to take into consideration.