It started out great; easy platform, friendly advocates. Until the car was a lemon. I did the fly and drive from Tennesse to Michigan. Pickup went well. The car had an oil consumption issue not showing on the inspection or Carfax. After dealer testing suggestion is a $5,000 repair. I paid $13k and wanted to swap out a car. Carvana agreed but said they would only give me $9,000 or $4,000 less than I paid them a few days earlier.
Essentially they sold me a car with a bad engine and then wanted to stick their customer for the responsibility of the defect. What they did is prove the car they sold me for $13k was only worth $9k because of the defect they did not disclose. I went with Carvana because of the time savings. I have spent 20 hours dealing with this issue with Carvana, dealership, manufacturer and now the Silverlight warranty company. Carvana should have just swapped in a vehicle and taken the responsibility for the car they sold with a bad engine.
Amazingly, they still have not even sent me the title yet, so I could not even dump the car if I wanted to do so. The business model requires trust, and you cannot trust Carvana.
Bottom Line: No, I would not recommend this to a friend
33 people found it helpful
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Company Response from Carvana
As an online retailer, we rely heavily on trust from our customers and we are very disappointed we have lost your trust in us. Thank you for the feedback and for telling us about your Carvana experience. We would like to sincerely apologize for selling you a vehicle with this severe of a problem occurring so early on in owning it.
Unfortunately, we could not utilize your 7-day money back guarantee because we were notified of these issues after that time frame. However, we are certainly willing to have our After Sale Repair Team review a diagnostic report on the issues with the vehicle to see how we could help you through this along with our warranty partner, SilverRock.
Additionally, we will be able you send you the title once your loan has been paid off, until then the lender holds onto the title. Please contact us at 800-333-4554 so we can do our best to turn this experience around.