Total disaster from beginning to end. Don’t get fooled by their shiny vending machines. When it comes to the paperwork and customer service they are a horror. They lost the check that my lender sent to them. Obviously the onus was on me to go to the lender and ask to cut Carvana another check. Hours of time wasted with at least 6-7 of Carvana agents who are by the way confrontational with no sense of responsibility.
Another Carvana nightmare story: I originally purchased an extended warranty for the car I bought from Carvana from the company on the Carvana website (Silverrock). Then I changed my mind and canceled within the allowable period. It took Silverrock (3rd party insurance company) three weeks to issue a refund check (no problem, I understand), but instead of sending the check to me, they said they can only mail it to Carvana and Carvana then mails it to me?! I’ve been contacting Carvava numerous times for more than 10 days to follow up to no avail. Excuse after excuse. The person who originally enquired from Accounting is not working currently. She will follow up again whenever she is back to work?! We don’t wanna confuse Accounting by sending another email?! Seriously? You think people were born yesterday? They also steadfast refuse to send any confirmation email or any written acknowledgment as to where the whole process stands. I think they are gonna steal my $1100 (systematic robbery).
I will never do business with these charlatans again and will tell the same to anyone I know. In fact, I am filing a formal complaint with BBB and taking legal action as well.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Carvana
At Carvana, we take feedback seriously and we are saddened to hear about the issues you have endured. Every interaction a customer has with us, we want to be sure we are providing an amazing experience and mitigating any issues. Depending on the state the customer resides in, there is a certain process that a check has to go through when a customer cancels their extended coverage. We are very sorry for the miscommunication on our end and please be sure that our accounting team will be working to provide a resolution as soon as possible. Unfortunately, we are unable to find your account to check the status. If you have any questions, please know you are always welcomed to give us a call at (800) 333-4554.