I selected a low mileage car at nearly three years old. On the website, it looked clean, with a few "level 1 scratches," which I would consider normal. Providing the information to CARVANA online was tedious, and required proof of money (I was buying the car outright) at the time I selected the car. The car took a week to arrive, and I went to pick it up.
The car was in a very poor state. Every leather seat had surface damage, there were scratches along every door sill, there was damage along eight inches of the outer edge of every door, which had been spot painted without opening the door, so the door seal rubber had paint on it. There were two spots on the roof of about 1" each where the paint was completely removed. For a car at 33,000 miles it looked worse than my current car (which has done 160,000).
The person "helping" me just said, "do you want the car or not." No apology for wasting my time, no acknowledgment that there was a problem, and no service attitude.
Just a horrible experience. I went to a dealer and found a completely clean car, a year younger, at a much higher spec, for $1,500 more. I won't use Carvana again, so I went to delete my account, but there is no online mechanism to do that.
Bottom Line: No, I would not recommend this to a friend
16 people found it helpful
Link to this Review
Company Response from Carvana
At Carvana, we want to make the process of purchasing a vehicle, a hassle-free experience. We apologize that the verification process seemed tedious, however, this is for both your security, as well as ours. In regards to the condition of the vehicle, all of our vehicles have a 360-degree tour that highlights both features and imperfections, as we want to make sure our customers know exactly what vehicle they are purchasing. Since our vehicles are used, there will be some standard wear associated with the vehicle. We sincerely apologize that this vehicle was not the perfect vehicle for you.
However, we are happy that you were still able to locate the vehicle that fits you best, even if it was not through Carvana. Thank you for reaching out to us with your experience, as we are heavily reviewing the vehicle that was delivered to you. We would also like to apologize for the lack of customer service you received. That is truly unacceptable, as we pride ourselves on the positive experience we'd like to have for all of our customers. If you would still like to have your account removed, please reach out to us at 800-333-4554 and one of our customer advocates would be able to assist you with this. Again, we would like to thank you for taking the time to leave this review.