Reviews (1)

First off, let me say that we have used Carvana previously to purchase a Mustang convertible during the summer of 2020 and that experience was pretty positive, minus the issues with registering the vehicle here in New Mexico. In this case, the car was delivered to us here, in New Mexico. We just had to take an Uber to pick it up. As for the registration, we are in a pandemic so hiccups were expected.

Our newest experience started over three weeks ago (3/10/2021), when we decided to purchase another vehicle, as our son now has his learner's permit to drive. I carefully took several days and looked at tons of vehicles, analyzing the pros and cons of the different models. Finally, I selected a vehicle and my husband started the purchase. This part was relatively easy and my husband made the comment that we would probably never buy from a dealership again. In hindsight, that comment was the kiss of death.

After the signing of multiple documents and contact with Carvana, a delivery date and confirmation were emailed which detailed that we were to pick up the car in Tempe, AZ. Keep in mind we live in New Mexico and the drive to Tempe is about 5.5 hours. There is actually a closer option, in Albuquerque, but that option was not offered on the website.

Upon the confirmation, my husband had questions so he texted Carvana. There was no follow-up phone call from Carvana, so my husband took thirty-five minutes out of his evening to sit and wait for a customer services rep. While talking to the rep and confirming the day/time of the pick-up, my husband asked if there was a way to travel to Albuquerque to pick up the car instead of traveling to Tempe. The rep informed him that she wasn't sure, but that it would probably cost more money and she would have to change things and unlock the vehicle's status. My husband told her that since it would cost extra money, that he would not change the pick-up location. He told her that we would travel to Tempe to pick up the vehicle. That was the end of the conversation and we prepared our plan for picking up the car on 3/6 at 1:00 p.m.

The week prior to our departure, there were no follow-up emails, texts, or phone calls from Carvana. Saturday arrived and we drove the 5.5 miles to Tempe, AZ, only to discover that there was no appointment for a pick-up and that the vehicle was no longer available as it had been unlocked and purchased by someone else.

Right away, we called Carvana and spoke to a customer service rep who was super apologetic and then promised that someone from the resolution team would be calling us (and also email us) within the half-hour to an hour. No one ever called, but we did get a canned email from Tyler with the executive resolution team that he would call first thing on Monday since he was out on Sunday. No phone call and no follow-up email from Tyler.

So far, we have heard absolutely nothing from Carvana. They sold the car out from under us, we drove and wasted gas on a 5.5-hour trip (during a pandemic), were ignored, and we have heard nothing from Carvana about what our next steps could possibly be. We are beyond frustrated. On Monday, my husband replied to Tyler’s email, but no response has been forthcoming.

Overall, I would no longer recommend Carvana to anyone at this point. Our first purchase was pretty easy, but this second purchase was horrible. It is definitely a buyer-beware situation.