I had recently purchased a 2016 Chevy Silverado Ext. Cab. I was extremely excited to receive the vehicle as it was Hot Red (my favorite color!). All prior communication had been going great until the vehicle was delivered.
After test driving and pre-inspection, I was a bit concerned with the condition the vehicle was delivered in. The Carvana advocate, Hunter, was upfront and honest and stated he attempted to detail interior, but the inside and truck bed were in pretty bad shape, 6 out of 10. He then took pictures to contact his repair team and said that they would work something out to have the car professionally detailed. Ok, I thought no big deal if they can get that done.
My fiance' and I proceeded to test drive the vehicle and noticed a slight rumble or vibration in the cabin when idling at low RPMs and braking. She then pointed out a crack in the front glass windshield. I'm now in the process of doing a swap for a 2017 Dodge Ram, and hoping this vehicle will be in much better condition. Every Carvana advocate I have spoken with has been magnificent none the less, BUT this does me no good as a first time customer if the quality of the vehicle is not up to par.
I now have two days left for the new vehicle to arrive. I still have to drive back and forth to work and drop my daughter off at daycare. I'm now being told that since I exceeded the 400-mile mark, I will have to pay $1 extra per mile over. Which will come out to about ($200). I think this is unfair as the first vehicle they sent me was a waste of my time, and now money. This is all very disheartening as a first-time buyer with Carvana. I'm now questioning the integrity of these 150-point inspections. Especially since we noticed all the things wrong with the vehicle in less than 30 minutes. I like the idea, but not sure yet if I will recommend or use them in the future.
Bottom Line: No, I would not recommend this to a friend
8 people found it helpful
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Company Response from Carvana
We love the enthusiasm you had for your Carvana purchase prior to your delivery, we only wish this was carried through up until you received the 2016 Chevrolet Silverado. As happy as we are to hear that the extent of our Customer Service has been great, we cannot say we are thrilled with the disappointing outcome. The cleanliness that the vehicle was in, is not per our Carvana standards, and we truly apologize about this along with the issues you were experiencing while driving the truck.
We do appreciate your honest feedback so we can leverage all areas for improvements, as we take these reviews very seriously. We are happy to see that one of our executive resolution specialists has reached out to you regarding the issues you have brought to our attention and the next steps to ensure your swap of the 2017 Dodge Ram goes smoothly!
We are glad that you utilized the 7-day money back guarantee and only want to turn your experience around from here on out. We will be following up with you until your next vehicle is delivered. We thank you for your patience through and through Jherray and can't wait to have you part of the Carvana family!