We had high hopes for our Carvana purchase. It started well and was not an altogether horrible experience, but in the end, Carvana dropped the ball. Our 2016 Tacoma was delivered yesterday with only one key fob. What? The Carvana web page stated that the truck purchase includes a set of keys.
The delivery person helpfully offered to follow-up with his office and request another key fob. The official response was that we had not spent enough money on the car purchase to qualify for two key fobs. Again, what? We have never bought a new or used card from a traditional dealership and not received two keys with fobs as part of the purchase.
Later, a Carvana customer advocate, Michael, explained that in Carvana-speak, a set of keys means one (1) key and one (1) fob. Voila, a set! We were dumbfounded. So, now I have to buy another key with fob at a Toyota dealership. Hmm. We ought to have started and stayed with a dealership.
So, in the end, the Carvana experience is deceptive, and will not be repeated by us. Just today someone stopped us in a parking lot and asked about Carvana (the temporary truck plates say Carvana). We warned him about the one key fob policy and advised against trusting vehicle descriptions found on Carvana web pages. The aggravation of having to pass around one key fob between drivers reminds us that Carvana is no better than a regular dealership. Both mislead and exploit the customer; Carvana just does it online vs. face-to-face.
Bottom Line: No, I would not recommend this to a friend
18 people found it helpful
Link to this Review
Company Response from Carvana
Thank you for providing us with this feedback regarding your recent Carvana purchase. We apologize that you were not provided with further clarification on our key policy earlier in your car buying process. We do our best to provide total transparency during your purchase process and have added the ability for customers to know how many keys will be present upon delivery by providing pictures of all keys and fobs. These images are found on the vehicle detail page for every car in our inventory and for your vehicle, it does indicate that one key fob will be present with the vehicle.
Again, we apologize for any confusion there may have been about the number of keys and hope that the vehicle itself has been satisfactory thus far. If you have any other concerns or questions, please reach out to us at 800-333-4554 and we will be happy to assist.