Totally automated with "artificial intelligence" bots, the app or the website tells you over and over again that it needs this uploaded or that signed. You do that, and it is not flagged as completed.
If you reach out to a human for relief, it is a 20-minute wait in Chat, or call on the phone and your call goes to dead air...either way, no solutions are forthcoming.
The final straw was being told that they needed proof of insurance listing the NEW car being acquired, even though the insurance and tag were coming off the OLD vehicle being traded. My insurer said that nationwide, you have 30 days to inform DMV and Insurer of the change and the new car will be covered...and they said that Carvana does not seem to understand that. So hours before scheduled delivery, I get a call from a human at Carvana, telling me the proof of insurance on my trade was not good enough so I explained what the insurer said. And they replied, "Yes, but our policy is we have to see your new VIN# on proof of insurance," on the vehicle I haven't even purchased yet.
So I said I was DONE and canceled the deal. Hours and hours were wasted over 4 days, sending and re-sending them the same info over and over again, only to have it end with this insurance stalemate. Never again!
Pros and Cons:
Bottom Line: No, I would not recommend this to a friend
4 people found it helpful
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Company Response from Carvana
Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Please reach out to us at (800) 333-4554 or utilize our online chat feature if you have any further questions.