Bait and switch alert! They did not honor the APR terms that I got in the pre-qualification process, I reserved a car 12 days later and they just changed my terms, raising the interest rate by %2.2. They refused to honor the initial financing terms. They did not listen to reason, I talked to two customer care advocates, that just focus on what is best for the Carvana, and did nothing to help nor keep me as a customer, they rather let you go shop for a car at CarMax that keeps a happy customer. After this experience, the Shark Tank car dealer feels better. At least you know in advance that they are going to do.
Bottom Line: No, I would not recommend this to a friend
7 people found it helpful
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Company Response from Carvana
We always strive to provide our customers with the best car buying experience, so we apologize if there was any miscommunication you experienced along the way that made you think otherwise. We would like to provide some insight into some of the decisions we made during your order process.
If a customer decides to finance with Carvana, we provide terms that are valid for 45 days. Since these terms are requested by only via soft pull, customers can submit another application for their terms. However, it’s important to note that these terms are based on your annual income, the price of the vehicle and also your credit history.
After completing your order, our underwriting team reached out to you regarding some documents we needed to lock in your delivery time. Since the underwriting deadline was missed, we had to cancel your delivery slot, but we still kept the vehicle locked in your name in case you wanted to move forward with purchasing it. Your underwriting deadline also coincided with the expiration of your initial terms, so that is the reason you noticed a change in your terms. Please understand that we were in no way trying to bait and switch. When you regenerated your terms, the system used your most up-to-date information that resulted in your APR increasing slightly.
Upon reviewing your account, we are glad to see that you decided to move forward and purchase a Carvana vehicle. Although we experienced a few road bumps at the beginning of our journey, we are so happy that you decided to choose Carvana. Welcome to the Carvana family, we’re so glad to have you!