A friend of ours referred us to Carvana. That is when the nightmare started. We entered all of the needed information in the system and received the confirmation with the first offer, pending income verification. We sent in the requested pay stub (the company we work for is a non-profit and doesn't provide direct deposit). Apparently the incompetent underwriting staff at Carvana "assumed" the income verification provided was not adequate and asked for the "canceled" checks to match the check stubs provided, implying that the check stub provided was fraudulent. We sent those in as well. The underwriting staff calls and changes the terms of the agreement giving us our second offer because we are contract employees who receive a 1099 and not W-2.
We verified that we are regular employees and receive our W-2 at the end of the year, and we asked where they received this information, and we were told that due to the check stubs not having a YTD amount it was "assumed" that we worked contract status. The underwriting staff then went back and recalculated and gave us yet the third amount for the car we selected. At this point, we declined to do business with Carvana. My suggestion for Carvana is to hire competent staff that does not make assumptions about customers honesty based on the spelling of their name. It makes no sense that we should receive three different amounts with the same data. I am wondering if our name was not "ethnic" and was as nondescript as "John Smith," if we would have received the same poor customer service?
Bottom Line: No, I would not recommend this to a friend
11 people found it helpful
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Company Response from Carvana
Carvana appreciates that you took the time to provide your honest feedback regarding your car buying experience. We are always striving to improve, and we would be unable to implement process improvements without potential customers like you. We’ve taken a look into your account and see that you decided to discontinue our process. We would like to apologize that our verification process did not go smoothly for you.
We do have certain policies in place that all of our underwriters need to abide by for our customers. We did not do our due diligence during our first interaction to ask you the correct questions regarding income, and that was our mistake. We are genuinely sorry about this. If you choose to give us another chance, we would love the opportunity to show you the new way to buy a car! We want nothing more than to turn your experience around.