Grace V.
Pittsburgh, PAMember since July 2020

Reviews (1)

    • Jul 16, 2020
    • Verified Reviewer


    Waiting for a car that never showed up

    Overall Experience:

    First, I spent nearly 2 hours on the phone with one of Carvana's "customer advocates". Half the time I spent on hold while the "advocate" was on hold with my bank to get information I already provided in the paperwork I sent.

    After that draining wait, the advocate said everything was all set and went through. He confirmed the car's delivery. However, 12 days later and it's the scheduled delivery time, but no car.

    After waiting on hold for 40 minutes, the advocate told me that an "underwriter" went in and unapproved me for the vehicle. An underwriter that had nothing to do with my account or ever spoke with me. The advocate said there was no reason for the underwriter to do this and that it was an error on Carvana's part.

    The car I researched, reserved, and put on my loan application, was pending for another person to buy it. The worst part is instead of Carvana reaching out and admitting to the other customer it was already reserved, they told me there was nothing they could do. Which is ridiculous because the other person hadn't even filled out the paperwork or decided yet if they actually wanted the car.

    The sale could have easily been stopped by Carvana. They claimed it wasn't possible to do that in their system. This is inaccurate due to the fact that an employee literally just did it to me. So now they can't stop a sale, which isn't even confirmed yet, when some random underwriter stopped my sale that was officially approved?

    I requested to speak to a manager, but it's nearly impossible. The advocate said her manager wasn't available. Which made no sense to me since the advocate kept putting me on hold because she said she needed to ask the exact same manager I wanted to speak to.

    IN SHORT: if any mistake happens on their end, you'll be screwed in terms of getting any decent customer service. And if something is slightly unique or different about your paperwork, get ready to spend over an hour on the phone.

    I spent almost 2 weeks excited and waiting for a car that was taken from me only a few days after I was approved. There was no reasoning, no attempt by Carvana to make it right, and I was never contacted that my car wasn't ever going to show up. I never write reviews, good or bad, but I did for the first time because that's how bad my experience with Carvana was.

    Pros and Cons:

    • No “pros” were specified in this review
    • Lack of transparency
    • Unorganized with paperwork
    • Poor customer service

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

    5 people found it helpful

    Link to this Review
    • Jul 23, 2020

      Company Response from Carvana

      Carvana values your time, so we truly appreciate you taking time out of your day to provide us with feedback. We strive for every customer to have a seamless and streamlined experience, so it is disappointing to hear about your experience, and for that, we apologize for the inconvenience. Our Verification Specialists work diligently to ensure all necessary documents have been received per state requirements. In the event additional documents are needed, our team is required to reach out and provide a deadline to ensure the logistics timeline is met to deliver your vehicle. After reviewing your account, we do see that we advised an alternate solution for you to purchase a vehicle successfully through Carvana. Please feel free to contact us at (800) 333-4554 or utilize our 24-hour chat services.

Showing 1-1 of 1