Fernando Serrano
Las Vegas, NVMember since July 2017

Reviews (1)


    • Jul 5, 2017
    • Verified Reviewer

    Carvana

    Delivery horror

    Overall Experience:

    Well first I must say the staff over the phone are nice. However, the delivery was hell and back.

    I started the process on June 19, 2017, and received amazing news on June 29, 2017, from the delivery driver that they are ready to deliver my BMW 3 series at 4 pm at my home in Las Vegas, Nevada. But guess what? The driver was delivering the car in the state of Maryland 2,500 + miles away! The car originated from their Texas location in Frisco, Texas and somehow the car ended on the opposite side of the country on the east coast. Now, how dumb of a mistake can that be? Get it together Carvana.

    It is July 4th, and I received an update that the car was now at their Washington DC location and is not even scheduled to be picked up until July 7! And then go cross country from an estimated delivery date of July 12-13! What a screw-up and now the whole process realistically is taking almost a whole month. Not cool.

    They apologized and apologized and gave me a whopping refund of $199 delivery fee (discounted the price of vehicle) and a new key since it had only one. Overall not cool and not convenient, as they state with the process of buying a vehicle online. I hope the car gets to the west coast safe and sound. And no, I will not recommend this service. Just go to Carmax.

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

    19 people found it helpful

    Link to this Review
    • Jul 6, 2017

      Company Response from Carvana

      Thank you for taking the time to share details about your Carvana experience. We are very disappointed to hear about your delivery process. You are right, this was a clear mistake on our part and there is no excuse. Unfortunately, we did transport your vehicle to an incorrect location and we cannot express enough how sorry we are for dropping the ball here. At this time, we are waiting for our third party transport company to begin the process of getting your vehicle to you. In our best efforts to try and rectify this situation, we were also able to provide you with transportation until your car arrives.

      We will be sure to stay in full communication with you until your vehicle arrives. Again, we are sincerely sorry for the stress and inconvenience we have caused you with our mistake. Thank you for your patience and understanding while we work to make this right. Please contact us at 800-333-4554 if you have any additional questions, comments, or concerns. Thank you for choosing Carvana!


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