First, we bought a 2014 Ford Taurus, which we liked and were very satisfied with. Then we traded it and bought a 2015 Ford Explorer, and after having it for two months, I traded it back in for a 2015 Ford Taurus, kept it for a week, and decided I wanted my Explorer back.
Regarding the 7-day money back guarantee, I was misled and was not told that it started the day I got the car, which I didn't take possession of until 6 o'clock on December 11, 2017. So I called them on Monday and told them I was very dissatisfied and wanted my Explorer back on December 18th, 2017, and was basically told: "I'm sorry, there's nothing we can do, and you are stuck with it." And they told me I would have to sell it on my own and refused to make it right after going round and round.
The car we received was not as what was shown in the pictures, and we will not be doing business with them again.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
Link to this Review
Company Response from Carvana
Thank you for reaching out to us and providing your feedback. We want to apologize for any confusion with our 7-day money back guarantee period. The day you accept the vehicle counts as your first day, and we sincerely apologize if that was unclear. You are welcome to return or swap the vehicle and get your trade-in vehicle back during the 7-day time frame. However, by the time our customer advocate team was informed that you wanted to return your vehicle, it was the end of the day on your 8th day and we were unable to process a return or swap. We appreciate you as part of the Carvana family and we are saddened that your experience was less than perfect. We will certainly be passing this information on for process improvements in the future. Please do not hesitate to reach out to us at 800-333-4554 if you have any additional questions or concerns!