I found a truck that I was really interested in, a 2012 Tundra with 35,000 miles. Too good to be true right? Right after reviewing the Carfax, I noticed a discrepancy in the mileage. I called and asked how come the miles all the sudden has gone down to 30,000 miles when you guys listed it? The answer was they made a mistake and put the wrong picture with this car. The correct odor reading should be 83k so they will correct the mileage on the Carfax and their website. Then they insisted the price was right and will not be lowered.
Fast forward two weeks, thought I’d see if there were any new trucks and I find the same 2012 with the correct miles and a new lower price. I have instantly interested again, so I call to ask a few questions. Why when I try and purchase this truck it’s still trying to charge me old price? The customer service rep was one of the most unhelpful people I’ve ever spoken to. She was going to have to call me back to correct a price on my order I asked her have you tried to restart my order and she said no never thought to do that. I asked her about some of the features of the car, and all she was doing was looking at the same thing I could see. What is the point of that? How could you trust what they show you if the pictures are correct? How could you trust what they say when they don’t have any real information to look at? I don’t know that I’m brave enough to spend my money here no matter how good the deal looks.
Issues with this service:
1. Incompetent sales representatives.
2. Inaccurate photos of vehicles.
3. Photos of vehicles are not detailed enough to give you all the information. Look at CarMax, you can tell what the car looks like from the photos.
Bottom Line: No, I would not recommend this to a friend
7 people found it helpful
Link to this Review
Company Response from Carvana
Bill, Carvana wants to thank you for bringing this issue to our attention. As stated, purchasing a vehicle online does require our customers to put their trust in Carvana. The way we accomplish this is by providing as much information on our vehicles as possible before delivery, as well as delivering a sound and reliable vehicle to our customers. Our Customer Advocates have access to the same information on our vehicles that we provide to our customers. The reason for this is that we want to be transparent with providing our customers with all the information we have on our vehicles. We are so sorry for any frustration this has caused you.
After reviewing the information provided, we want to extend an apology for the error in the photo that was uploaded, as it did not belong to that particular vehicle. This is outside of our normal procedure and is a one off, not the norm. We know that this does not change the issue that occurred, but the odometer reading has been updated on our website, as well as Carfax, they were contacted to do the same. This feedback has been provided to our Vehicle Merchandising Specialists in order to ensure this error does not occur in the future. This information will be used in order for Carvana to continue to improve our processes.