Reviews (1)

Buying the vehicle online is a breeze but that is where it ends. Carvana gives an expectation of 5-7 day delivery after purchase but I waited 3 weeks with no contact and no delivery. I called (waited on hold for 30 minutes) and the "advocate" said he was confused because it had not even gone through their "150-point inspection". He said that he would see what he could do to get it bumped up to the "front of the line". Magically, it was inspected 20 minutes later (that should have been my first clue). I happen to live in an area outside of Carvana's delivery zone so they charged me an extra $200 and said they would have a 3rd party deliver it. Three weeks later - still no contact and no delivery. I finally called Carvana (on hold for over 30 minutes) and they apologized but said to give it another week. Another week went by and still no contact and no delivery. Called again (on hold another 35 minutes) and they said that they still could not find a 3rd party to deliver so I reluctantly agreed to drive 100 miles to receive delivery within their "zone".

There was a slight squeak coming from the truck when I would first put it into drive but the sound would go away after picking up speed. I should have had a 3rd party check it out during the 7 day evaluation period because the squeak became a squeal 3 days after the eval time expired. I took the truck to a dealership and found out the rear rotors were deeply pitted due to salt (I found out later that the truck came from a northern state). It cost me $800 to replace the rotors. I called Carvana again (35 minutes on hold) and they said that the rotors would be covered because I was within SliverRock's 1500 miles warranty. I called SilverRock and they denied my claim so I called Carvana again (30-minute hold). They had me submit my claim but no response. Called again (30-minute hold) and they said they needed more information from the dealership where I had the work done. I have called dozens of times since and Carvana keeps passing me around like a newborn baby.

Bottom line:

1. I'm out $800 for a defect that Carvana admits should be covered.

2. I still have not been reimbursed for the extra $200 that Carvana charged me because I was outside of their delivery zone but they could not find a 3rd party to deliver.

3. It has been 4 months and I still have not received my registration.

4. There is no way to contact Carvana other than by phone. They say to use their "chat" line but it is with an AI that has preprogrammed responses that ultimately tells you to call their 800 number.

Emails are sent from a "no reply" email address that states "Please be advised that this mailbox is not monitored."

5. I have literally spent hours on the phone with Carvana trying to get these issues resolved - each time having to start from the beginning with a new "advocate". I can assure you that they are not your advocate.

Carvana's concept is built to fail because there is no service after the sale. It could work if Carvana would assign 1 person to stay with you and if that 1 person would give out a direct contact number or email address.

I suspect competition will eventually cause Carvana to change some policies for the better but until that changes, I would never recommend buying a vehicle from Carvana.