It took a bit, but Carvana reached out and did help me resolve my issue. There are pros and cons associated with doing business with them. Work needs to be done on the backend, the logistics of getting someone a car that meets their needs after the order is placed, but the front end is a lot better than dealing with shady car dealers. Moving my rating up 2 points to a 3.
Bottom Line: No, I would not recommend this to a friend
3 people found it helpful
Link to this ReviewCarvana has reached out to me personally to resolve my issue. Points for that. If things work out positively I am more than happy to revise my review.
Carvana's reply to my review below comes across as disingenuous at best. You reference a 150-point inspection prior to selling any car. Must be no more than a cursory look-see, otherwise, how can you explain the level of repair that was required for my car? Further, you reference your 100 Day/4189 mile complimentary warranty as if I somehow overlooked it. Your warranty company (Silver Rock) would not cover it. You consider brakes assemblies as "replaceable." How is it that I'm telling you this, instead of the other way around?
Doubling down: BUYER BEWARE. These people are shysters.
Thank you for following up on your recent review and concerns. We apologize for the mechanical issues you are currently enduring, along with issues in working with our third-party warranty company, Silverrock. It is never our intention to inconvenience our customers as we understand your time is important. We were able to locate your account and we are happy to see that you have been in communication with our Leadership Team to address your concerns. If you have any additional questions regarding our resolutions, please feel free to contact us at (800) 333-4554.
The only easy part was picking the car and getting the financing done. That was a breeze. The rest was one problem after another. Delivery delayed a week. Car missing a front license plate frame (in CA, that's a no-no), then it was several calls to get this taken care of. When I finally did receive the car I noticed rust all over the undercarriage (came from mid-west). I contacted Carvana about this and was told it was just surface rust and that Carvana would never sell a car with embedded rust. Turned out not to be true, as what looked like surface rust on the brake assemblies turned into a $1200 job that Silver Rock would not cover. Rust was so prevalent I had to replace all rotors and brake pads. The mechanic told me calipers might need to be replaced as well. Carvana did give me the option to take it to a mechanic before I finalized purchase but there is no way he would have seen the carnage unless he pulled all the assemblies apart to inspect.
Buyer beware. Just because it looks like a great deal doesn't make it so.
Thank you for reaching out regarding your most recent purchase with Carvana. We appreciate your feedback and utilize it in a number of ways, all in an effort to maintain the level of customer service we strive to provide with every experience. At Carvana, we conduct a 150-point inspection to ensure our inventory meets our high-quality standards. In the event that there are any unforeseen issues that arise following your delivery, we provide a complimentary 100-day/4,189-mile warranty to help with failing mechanical concerns. We apologize for any inconvenience we have caused you. Please feel free to reach out if you still are enduring issues with the mechanical concerns of your vehicle at (800) 333-4554.
Company Response from Carvana
Thank you for giving us insight into your recent Carvana experience. We are pleased to hear that your issues were rectified, but are disheartened to hear about the challenges that were faced when going through our purchase process. As a company, we strive to completely change the car buying experience by being able to provide an easy, user-friendly website, along with a seamless online experience when searching through our vehicles. Honest feedback allows us to take action on improving our process and full responsibility for the errors made on our behalf. To ensure pristine customer service, we do utilize all and any feedback provided. Our advocates are here as a resource for you, should you have any concerns or questions please feel free to contact us at (800) 333-4554.