This company has some process flaws. I bought a 2016 Chevy Silverado, advertised with 5300 miles. The 7-day trial gave me the confidence to buy unseen.
The first problem was in the financing. Carvana's website says that a high number of buyers use their financing. My credit union would not finance the truck, saying that Carvana is a brokerage, not a dealership. So I was forced (if I wanted the truck) to use their financing. Ok, not a deal breaker.
Then the car arrived. When it was unloaded at about a 45-degree angle, the parking brake was not used, and when she put it into gear at that angle, the clanking noise was very loud. Sounded like it was going to be broke before it was even unloaded. Once unloaded, the truck looked like someone wiped it down with a dirty rag. Ok, still not a deal breaker.
Then I found the five other scratches that were not mentioned in the 360-degree photo tour on their site. Two I thought could be buffed out. The other three were down to the metal, and one was dented. Clearly the two that were mentioned on their site were the smallest, most unnoticeable of the seven.
Then I got in and found out that my truck with 5300 miles actually had 6700 miles. The delivery driver told me that "Carvana is good about taking care of these issues, just email them before the 7 days is up."
Day 2 (yes, even though the truck was delivered at 7 PM, that counted as day 1). Day 2, I took it to my mechanic and he liked it for the price and could not find anything wrong, other then the tires looked like there was a lot more than 6700 miles on them. So I took it to a tire shop where the inflation was found to be 41, 44, 45 and 51, in tires that are supposed to be filled to 30 PSI.
I emailed their repair team with photos of the scratched and dent and they said it's normal wear and tear and I still have the option of giving the truck back! Well, I do like the truck! But I would not deal with these dishonest, untrained, uncaring people again.
By the way, before your 7-day trial is up, Carvana removes your info (order number, pictures, access to papers that you have e-signed, all gone), AND there is no way to leave a review on their site or on their Facebook page!
Bottom Line: No, I would not recommend this to a friend
20 people found it helpful
Link to this Review
Company Response from Carvana
Thank you for taking the time reaching out to us and expressing your concerns regarding your Carvana purchase. We apologize for the condition in which your vehicle was delivered. Since our vehicles are used, there will be standard wear associated with them. We try to notate the most prominent imperfections and in this case, we do apologize if some imperfections were missed.
Customer service is something we pride ourselves on and apologize if at any point during your purchase it came across that we do not care, as that is certainly not the case. We are glad to report that we have since come to a mutual resolution for the issues you found with the vehicle. Thank you again for providing us with valuable feedback on your experience. Please reach out to us at 800-333-4554 if you have any additional questions or concerns!