So, I purchased a Mercedes GLK for $25,000 in which I paid $22,000 upfront. I was told by the drop off for LJ's that all repairs would be covered in the first 100 days. I was told a window was faulty that morning for no reason, so I should get the car inspected by the dealership, and everything would be handled free of charge. Also, they gave me one key that worked and another key that was for another vehicle.
After getting the inspection, it turns out there were some issues under the hood totaling $1,500 in repairs. When I sent this to Carvana, they tried to run from paying for the repairs. They called the dealership and even tried to talk the mechanics out of their evaluation.
During all of this, the customer service rep also tried to treat me like it was unreasonable for me to send in the repairs. Like I was a nuisance. Carvana is the worst.
By the way, the customer service rep was Natasha Tomlinson, and she even attempted to lie about the correspondence she had sent to me, etc.
Carvana is immature from its people on the top, and on down. If you're a professional, then you'll be dealing with people who aren't on your level if you buy a car from Carvana.
Bottom Line: No, I would not recommend this to a friend
15 people found it helpful
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Company Response from Carvana
Thank you for taking the time to provide us with feedback regarding your Carvana experience. We strive to provide our customers a hassle-free and stress-free experience from the beginning to end. We regret to hear that we fell short in this instance and that your experience was less than perfect. We are very sorry that your vehicle arrived with a faulty window and wrong key.
While we are always willing to investigate issues occurring on a vehicle, we must do our due diligence. We will typically contact the mechanic or dealership to discuss the issues to ensure the items needing repairs are in fact failing, or needing immediate replacement, rather than just recommended maintenance. We sincerely apologize if this came off as us trying to avoid assisting with the repairs, as this is certainly never our intention. We are happy to report that we were able to assist in covering the cost of a sparkplug replacement, rim repair, front lower driving light replacement, and engine mount and transmission mount replacement.
Additionally, we would like to apologize if anyone on our Customer Advocate Team came across as unwilling to help. Excellent customer service is a high priority of ours and we regret if that was not your experience. We hope you are now enjoying your Mercedes GLK and that everything else with the vehicle is up to your standards. We would love nothing more than to repair this relationship with you, so please contact us at 800-333-4554 if we can assist in any other way. Thank you for choosing Carvana.