Brian G.
Dover, NHMember since July 2020

Reviews (1)

    • Jul 20, 2020
    • Verified Reviewer


    Don't do it if you have to have a car!

    • Length of Use: Less than 3 months
    Overall Experience:

    First, I would have written this on Carvana's site but I never received an opportunity to review in an email and they would not provide one (they have a limited time to review which explains all the high ratings on their site).

    I am at 45 days and no registration and temp from another state expired. I get that COVID closed some state DMVs but in my state (NH) registrations are done at town offices, you never have to go to the state DMV. My town offices have been open since the third week of June and I have registered three cars there since 92 renewals and one purchased mercifully not at Carvana. During my wait, my license on Carvana's file system expired but I had renewed it. I follow my "Dashboard" on Carvana and it says registration materials have been submitted for processing. Several days before temp registration expired I contact customer service to see the status of registrations - after 1 and 1/2 hour wait they say "your license on file expired, we can't submit registration". What, on June 15 my license on file expires and I renew it but nobody from Carvana indicates (until I contact them on July 11) that I need to submit a valid current license. They NEVER would have contacted me.

    Three "advocates," 7 hours waiting, the first one apologizes and says "we should have contacted you" and promises to get back to me in a half an hour - no follow-up from her. Later another "advocate" is nice and sympathetic, promises to see about a rental and guarantees she will contact me on Wednesday when she returns to work. Today, no sympathy, no apologies, my fault because the license had expired, I explain I had a valid one l when I bought the car and it was their delay in processing and in never contacting me that was the problem. No help, "is there anything else I can help you with today" is all I get.

    I have a car I can't drive 45 days after buying it and nobody will even tell me if they got the uploaded current license let alone if it will be another 45 days before I can. No help, customer service "advocates" are a joke - I will be posting the entire transcript of my conversations with the "advocates" so people can see how little help and clueless they are - basically, they (well 2 out of 3) try to be sympathetic without actually doing anything to help.

    If you need a car PLEASE PLEASE PLEASE do not use Carvana because you will be stuck as many of the reviews on this site note. DO NOT USE REVIEWS ON CARVANA, THEY ALL WERE REQUIRED TO BE WRITTEN BEFORE REGISTRATION ISSUES DEVELOP.

    Pros and Cons:

    • Easy to pick a vehicle
    • Relatively easy purchase process
    • I can't drive a car I bought 45 days ago, nice lawn ornament, what is not to like?
    • Completely unhelpful "advocates" in customer service

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

    6 people found it helpful

    Link to this Review
    • Jul 24, 2020

      Company Response from Carvana

      We very much appreciate you taking the time to let us know about your recent registration frustrations. It is imperative that we are establishing a clear line of communication and reaching back to you to obtain updated documentation if necessary. We are terribly sorry for the lack of communication and please know that this feedback will be provided to the proper teams as a learning opportunity. Although we always desire the completion of the registration to be fast and smooth, sometimes things do not always happen that way, and it is in those times we try our very best to take ownership and remedy the situation. We are very sorry you have been affected in this manner. In researching your account we see one of our Specialists has reached out to you to provide you a contact liaison to work on this with you to completion. Thank you very much for your continued patience as we value your time and business. Should you need immediate assistance, please call us at (800) 333-4554 to be routed to the proper department.

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