A few weeks ago, I reserved a 2015 Miata hardtop. The general description of the vehicle gave no indication that there were any aftermarket components. Before delivery, I noticed what appeared to be an aftermarket antenna on tacked on to the trunk and when I brought it to the attention of Carvana, they conceded that the Sirius satellite radio was not factory installed. Components added by a previous owner should always be disclosed, as they may not offer the same features or integrate with the vehicle's systems as well as factory equipment. Because of this, I changed my order to another 2015 Miata, which required an additional week for delivery.
Two days before delivery, I received a generic-looking email from Carvana informing me that "an issue" had been detected with my vehicle. The email further instructed me to call the toll free number for more information. I called the number and was casually informed that my vehicle's folding retractable roof was damaged during transport to the Miami hub and would need repair, delaying its delivery by approximately two weeks. The rep said that they were also going to test the folding roof to ensure that its operation hadn't been compromised. When I expressed my disappointment, it was suggested that I simply "choose another vehicle."
I called Carvana, this morning, seeking more information. Specifically, I wanted to see photos of the damage before deciding if I wanted to move forward with the purchase. I was told that someone from the Miami hub would reach out to me with more information and pictures before the end of the day, but that didn't happen. I also asked if they'd be willing to renegotiate the price of the vehicle considering the damage and the inconvenience. The rep said they would not.
Considering the circumstances, it would have been appropriate for a supervisor to contact me when the damage to my car was discovered. I would have deemed that both considerate and professional. Instead, the phone reps that I've had to call treat my situation as though it's a trivial matter.
Needless to say, I'm not impressed with this company or its customer service philosophy. Looking at these other reviews, I see I'm not alone.
Bottom Line: No, I would not recommend this to a friend
8 people found it helpful
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Company Response from Carvana
Our customers are our top priority and we strive to make each car buying experience special. We would like to apologize that your experience was less than exceptional as that is not indicative of our standard. Although it is difficult to know that properly escalating your concern to the appropriate channels could have turned your experience around, we really value you taking the time to provide us with your genuine feedback. It allows us to learn, improve upon our processes and avoid issues like this from occurring again.
We know that first impressions can be lasting, but your experience is the exception and not the norm. We would still love an opportunity to show you a better way to buy and demonstrate how much we truly value our customers. Moving forward, you can reach us at 800-333-4554. We look forward to rebuilding your trust in Carvana!