I canceled my purchase with this company.
It's a good concept that could be better. I hate buying cars and will negotiate down to the last dollar. Carvana's prices are good when you compare the cost/benefit of spending hours negotiating prices. I didn't want to spend the time negotiating this time around and felt the price was fair.
The purchase got held up because their contract had the first line or two of each page obstructed by the DocuSign ID. I asked them via email to fix it and was told it would take weeks. I called and said that's dumb, your contract is in MS word, it should take five seconds to change fix it, here's how you do it. That took two days.
My loan officer also had paperwork wrong which took a day and a half to fix, not Carvana's fault.
At this point, I was getting threatening emails that the delivery would be delayed if the loan wasn't funded by 3 pm. Our delivery date was pretty time sensitive, so this was an issue. The delivery date was 11 days from the time I clicked purchase, so it's not like I wanted a car to magically show up in a day or so. At the time of cancellation, it was still five days and four hours from the delivery date/time.
At 2:55 pm I received an email saying the delivery had to be rescheduled (even though cutoff was 3 pm). I called and spoke to Ambrosia who could not have cared less. Purchase canceled. The conversation was less than a minute, apparently, customer retention isn't their thing.
My loan officer told me that he funded the loan before their cutoff and even had to call in to tell them. The account was supposedly notated, but Carvana didn't care. He even called Carvana and tried to get the situation fixed to no avail.
So. If you will blindly sign your contract or don't care about delivery times, go for it. For me, it just didn't work out.
And really, it was disappointing because I wanted it to work. But it does seem like their "click, click, click, done" model wasn't accurate. For me, it was a weeklong headache that required a lot of followup on my end instead of four hours in a dealership and driving away with a car.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
Link to this Review
Company Response from Carvana
Carvana greatly appreciates that you took the time to provide us with your valued feedback. We strive to be a simple and seamless process, and it sounds like that was not the case during your Carvana journey! We cannot apologize enough that the deadline caused an issue with your outside financing, which ultimately led to you cancel your order. Our Underwriting Department does have to abide by specific policy and procedures to adhere to our logistics and transport schedules. We understand that this impacted you greatly and we are so sorry that it didn’t work out. We also apologize about the verbiage used in our deadline emails, as they are not intended to be threatening in nature. We appreciate that you brought the contracts error to our attention! We are happy to report that this issue has been resolved. We were not able to find an account associated with the above information but would love the opportunity to speak with you about your experience and bring you back as a returning customer. Please contact us at 800-333-4554.