Do not use Carvana!
A car dealership is like a luxury vacation in Tahiti compared to Carvana.
Here’s what went down.
I’ve been looking for the right car for over a month. I created an account on Carvana and FINALLY found the car for me! I started the process, input all my info and everything looked okay. That was yesterday. Today, I get an email that my delivery is delayed. I called them and they tell me the phone number on my account doesn’t match what’s on the credit report, and that I have to get the alert on my Experian account removed. Okay, I start looking for information on how to contact Experian, and all I can find are automated system numbers.
I call them to find out if there’s another way to handle and the guy I spoke to said “Oh it’s all cleared up, I’ve got your number changed in the system, and you’re good to go. Your car will be delivered Tuesday.”
Haha, what a joke!
I then received an email stating my delivery would AGAIN be delayed. I called for the third time before noon. The young lady I spoke to said the underwriter had created a help ticket to get my phone # fixed, that she would call IT and call me back at noon.
Guess what? No call. SURPRISE! I called them, was transferred to the underwriter, whose name I believe is Cara. Cara told me the ONLY way I can get the car is to call Experian and get the phone number changed, they can’t change anything on their side, and she gave me the phone number. I called the number. It's a credit card company, not Experian.
I called back and canceled my order. I have health issues and stress extremely exacerbates my condition. I’d rather have another person puke in my mouth than deal with this C word. Their people lied, gave bad information, and all they can do is say “I’m so sorry you had a bad experience.” Stop being sorry and fix the problems.
Also, please do NOT reply to this with “Oh we’re so sorry, that’s not how Carvana does business” because I’ve found many similar reviews. Why doesn't Carvana train their people to do business properly? How about listening to the recordings and seeing how much they lie?
Bottom Line: No, I would not recommend this to a friend
10 people found it helpful
Link to this Review
Company Response from Carvana
We want to start by thanking you for bringing the issues with your purchase to our attention. Please know we will be using the information provided to improve training on our underwriting process. After reviewing your account, it can be seen that there was miscommunication regarding this process. We do want to sincerely apologize for the experience you have received. We are glad that it was cleared up once you spoke with our underwriting department on what the correct next steps would be. However, we completely understand that by this point you had already lost trust in Carvana. If you are willing to give us another chance, we would be happy to go over each step of the process clearly so as to not have any further miscommunication and find you that perfect vehicle! Thank you again for your time and for this honest review.