I was interested in a VW Touareg Diesel and trading in an Audi for the Touareg. I started the purchase process but had several questions about the Touareg related to the VW diesel recall. I spoke to three different people who couldn't answer any questions about whether or not the Touareg had received VW's remedial service and extended warranty per court settlement. Each time no one responded, and I had to call back. Emails to customer advocate didn't receive a response.
I asked that Touareg be placed on hold while they tried to find out answers. The car was on hold for one day but no answers about remedial service. The car came off hold and sold to someone else.
I couldn't get any help or accommodation regarding a comparable replacement vehicle. Just like any other car dealership, they wasted my time and they will waste yours.
Bottom Line: No, I would not recommend this to a friend
8 people found it helpful
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Company Response from Carvana
Carvana would like to apologize that our process was not a good fit for you. We strive to be as easy and seamless as possible, and certainly had no intention of wasting your time. We’ve taken a look into your account and see that we did not follow up with you when we said we would. This is not acceptable and we take full responsibility for this error, as the vehicle lock time should have been extended for you.
We would also like to apologize for the extended response times regarding email correspondence. We value you as a customer and would love the opportunity to turn your experience around! We believe Carvana is truly the new way to buy a car and would love you make you a believer as well. Please do not hesitate to give us a call at 800-333-4554 if you have any additional questions.