Reviews (1)

It started off pretty well with Carvana, but in the end it was a big disappointment.

First off, I decided upon a vehicle to purchase. It was a 2016 Toyota Camry SE. Very beautiful car. I was purchasing it for my son. When I finalized my purchase, I had to call Carvana and verify my funds for down payment as well as sign some documents. That process was quick and simple, and the representatives were very polite and helpful.

After finalizing everything, my delivery date was confirmed: Saturday, December 29th, 2017 at 1:00 PM, which was four days away from the day I purchased the vehicle. I was very satisfied and pleased that the delivery would be quick.

Well, here comes the bad part. On my delivery date, around 7:00 AM, I receive an email that "there's been a delay" in my delivery and so my vehicle will be delivered on a different date. Shortly after, I received a phone call from a representative explaining what happened. She told me that the driver broke down in Valdosta, Georgia (I live in St. Augustine, Florida), and they don't have an ETA on when he'll arrive. She said they would call me back.

An hour after, I called Carvana to check on the status of my delivery. The representative didn't seem like he wanted to help much and told me that the vehicle has an expected delivery date of January 2nd, three days late, but he said it wasn't exact. I waited another hour and called back again. The representative then told me that the truck driver was back on the road and was on its way to my closest hub (Jacksonville) to be delivered and it would be delivered today or the next day. I was at ease at that moment.

A few hours later, I receive a phone call by a woman who tells me that when they took the car to the car wash in Jacksonville, they found out that the vehicle had a leak in the windshield. Oh no Carvana, I thought you do a full inspection on your vehicles before listing them for sale, no? She told me that I could 1) Have them take the vehicle to repair it at a dealership at their cost, 2) They could deliver the vehicle to me and I could take it to repair it at their cost as well, or 3) I could switch out the vehicle.

The representative recommended that I take the vehicle to a body shop of my choice because if they take it from a dealership to another dealership, it would be at the end of the line and it would cause a delay more than it already has. But, why doesn't Carvana have body repair or body shops for situations like this? Why do I have to be responsible for taking the vehicle to a body shop even though it's been "inspected?"

At this point, I was frustrated. The delivery had been delayed, and on top of that, I was told I had to take the vehicle straight to repair it when I receive it. It rains a lot in Florida, and at random times, so this is an issue that had to be fixed immediately. I was very excited about the vehicle and wanted to drive it right away when receiving it, not take it straight to get it repaired. This wasn't our expectations.

Ok, I then called Carvana back and told them I would like to switch out the vehicle because I didn't want to deal with a car that had issues to begin with. I explained to them that I found the same car online on their website for $500 more. Nope, they said I had to pay the difference. Even though I already had paid $200 to insure the vehicle since they had to have proof of insurance when delivering, they still refused. This was the point where I had enough. I told them to just cancel the entire order and that I did not want the vehicle at all. They canceled the order right away.

I then emailed them with my feedback and a couple of hours later, I received a call from someone and they said the maximum they could offer me was $250 off the vehicle price. I told them I'd think about it, but I have decided that I will not be purchasing a vehicle from their website. I didn't want to deal with this process again when it seems to me like customer satisfaction wasn't a priority. I did not get charged for anything since the vehicle wasn't delivered.

Carvana, you have disappointed me big time. This was a bad first impression, and I am not satisfied at all. If you actually do fully inspect your vehicles before listing them, you would find out about the crack in the windshield. But no, you found out when you did the car wash. Who knows, water could've slipped through and messed up other things in the vehicle. Get your things straight because you obviously don't perform full inspections on your vehicles and also don't even have mechanics/body repair in place for when things happen like what happened to me.

I am so glad I did not get the car delivered and I didn't get charged. I will never purchase a vehicle from here again. To be honest, I've had many vehicles in my lifetime, all of them from car dealerships. It may be a hassle negotiating there, but I have never experienced what I've experienced with Carvana. Back to the dealership it is!