WORST buying experience ever!!! I went through the process the week before and told the gentleman over the phone that I would not sign the Arbitration agreement. He said I could send in a registered letter, opting out, which I then did, but I told him I still would not sign the arbitration agreement and he understood, or claimed he understood why I would not sign.
I had financing set up and sat there while the gentleman talked to my bank, and I went ahead and got the vehicle on my insurance in addition to spending $6.50 to send the registered letter.
The following week, the driver calls me from the road to tell me she will be there shortly, but I still needed to go online and sign the contract. I went online and found the contract did not go through because I would not sign the part with the arbitration agreement. I then called Carvana and after a gentleman tried to talk me into signing, he then said just to let the driver know, and it should still be ok and I could get the car.
The car shows up in front of my house, and the driver tells me I cannot have the car without signing. The FREAKING car is sitting in front of my house! She then calls Atlanta, and the guy gets on the phone with me saying I cannot have the car without signing the arbitration agreement. He explains once again that I can opt out of it, which I understand, but I am not signing something I don't agree to. I told the gentleman that I had a printed copy of the contract and could give it to the driver, but he refused, saying it had to be done online.
It is ridiculous that I said from the very beginning that I would not sign the arbitration agreement and they went ahead and sent me the car. It should have never gotten that far. I can only assume that Carvana thought I would want the car so badly that I would go ahead and sign the arbitration agreement. Tacky, tacky Carvana!
My feeling is if you can opt out of the arbitration agreement, why don't they have a contract online without the arbitration agreement for those of us who will not sign it? I'm sure Carvana feels most people are not going to go to the trouble of writing out the letter and going to the Post Office to send it.
I also find it interesting that Carvana's Review page is closed, so I cannot share my experience there, but you can bet it will share it everywhere else I can!
Bottom Line: No, I would not recommend this to a friend
12 people found it helpful
Link to this Review
Company Response from Carvana
We want to apologize for the clear miscommunication on the contracts, specifically the arbitration agreement. The arbitration agreement is required to be signed online along with the rest of the contracts. As mentioned, you of course can opt out of the agreement by sending in a letter by mail. Of course we know that this does not negate the fact that you went through our purchase process up to delivery and did not move forward with a vehicle. We have taken your feedback to our management as a training opportunity. We want to apologize for the inconvenience and frustration that this has caused you. Regarding reviews on our website, you are absolutely able to leave a review if you purchase a vehicle from Carvana. We apologize that you were not able to voice your concerns on that specific platform but are glad that you did reach out to us. Your feedback is truly appreciated and valued.