After purchasing at least ten new and used cars over my lifetime, I was thrilled to be able to purchase a vehicle online to avoid the hassle of going to a dealer. To that end, I ordered a 2014 VW Tiguan from the Carvana website. This vehicle had the options I wanted, the mileage I was what looking for, and the price was in the range of dealers close to where I live without the $500 dealer conveyance fee. The purchase process was easy enough, including my trade and the customer service was first rate. I spoke to four different customer service reps over a matter of several days, and all four were professional, courteous, knowledgeable about the Carvana process. They were all were pleasant to speak with. A+ on the customer service front.
As far as the vehicle was concerned, that's a different story. It had multiple glaring cosmetic issues not annotated in the photos, on their website, and on the exterior. (I didn't even bother to look inside the car, so I can't comment on the interior.) It was disappointing, to say the least. The delivery person was very kind when I told her not to bother taking off the truck noting that she wanted me to be 100% happy with my purchase. I really wanted to purchase a vehicle from them but I wound up purchasing a vehicle I was able to see from a local dealer. Again, A+ on the customer service and D- on the vehicle presentation. Maybe next time.
Bottom Line: Yes, I would recommend this to a friend
9 people found it helpful
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Company Response from Carvana
R. Barker, we truly appreciate you providing feedback even though you decided not to move forward with Carvana. We are beyond happy to hear that you would give our customer advocates an A+ rating! However, as a growing company we know that we always have room to improve and in this case, it was on the delivery of your vehicle. Since the vehicles in our inventory are used, we do notate the most prominent imperfections. With this in mind, there will be standard wear associated with normal vehicle usage. We will be passing this information along to our Vehicle Merchandising Specialists so that we can continue to improve our notations. Although you did not purchase a vehicle from Carvana, we hope that you were still able to find that perfect vehicle. When you are looking for your next vehicle, we would love the opportunity to provide you with not only amazing customer service but also an outstanding vehicle.