Richard R.
New YorkMember since December 2019

Reviews (1)


    • Dec 14, 2019
    • Verified Reviewer

    Carvana

    Lots of room for improvement

    Overall Experience:

    Our Carvana experience started on October 31st. We picked out a vehicle and agreed on a fair offer for my trade and got approved for the financing through Carvana and a delivery date of November 16th, everything went very smooth. On November 1st I noticed in a close up picture of the driver side of my car I see 3 pedals. So I call and find out their description of the vehicle was wrong, we wanted an automatic but actually the car was a standard. No problem, they tell us to cancel the order and pick out another vehicle. We did pick out another vehicle within an hour and got the same delivery date of November 16th. On the night of November 15th, we get a call from Carvana telling us that there is a title issue with the car and have to move the delivery to November 27th. We say fine, readjust our schedule, and wait 12 more days. In the meantime, I'm paying for insurance on a car that's still not in my possession.

    So on November 26th, we get a call from our advocate telling us they can't deliver our car because their hauler is not NY DOT compliant. But they say "we see you have a trade, would you mind driving it to our hub and do the switch and paperwork there". So now they have taken away the main reason we bought this way, to see it come to our house. So we drive our trade there, fortunately, it was only a half-hour drive, and we do the deal there just like a traditional dealer.

    We do believe we got a decent car at a good value and a good trade-in value but no better than the dealer I usually use. The biggest problem I see with this process is logistics. Getting the vehicle in a timely manner is most important and working quicker with NY DMV. I think from now on I'll go back and spend a few hours at my dealer and drive my car home and avoid waiting almost a month for my car. I'm sure as time goes on the process will get better. Thanks for reading.

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

    2 people found it helpful

    Link to this Review
    • Dec 16, 2019

      Company Response from Carvana

      Thank you for taking the time to detail your experience with us. It is extremely disappointing to hear of the multiple delays you encountered and not being able to have the vehicle delivered. Carvana takes great pride in providing customers a streamlined and transparent car buying process. We work diligently to meet the deadlines and time frames we provide, but we understand at times we will fall short. When these moments do occur it is imperative that we resolve them in a timely manner. Carvana wants to sincerely apologize for what you encountered and for the inconvenience these delays caused. We are happy to see you received your vehicle. Please do not hesitate to reach out if you have any further questions or concerns.


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