I found the exact car I wanted at a great deal (yes!).
I started the purchase process (let the excitement begin!). I received a call a few short hours later and was told "we’re going to have to put you in another car because the one you tried to buy never should have been listed." (Wait, what?)
After an excuse filled with mystery acronyms and seemingly deliberately vague sales terminology, the guy presents me with another car - older model, plus bigger engine, plus much higher price. I mention that's not really what I wanted, so he says he'll explore the other available options and load them into my favorites on my profile. (Ok, sure, I guess...but I was really looking to getting the one I tried to, you know, purchase?)
A couple hours later, I go into my profile and notice three cars have been added - the first is the older, bigger-engined one I already mentioned I didn’t want, the second was a more expensive convertible version, and the third was much more expensive ($20k!) with way more miles on it. (Um...bait and switch much?)
Throughout the phone call, all I could think was "if this is how they plan on doing business, they won’t be in business much longer." I'm in branding and marketing. I know a great deal about creating and maintaining your brand. This example is one super-quick way to demolish your brand.
As of this very moment, I would find it very difficult to recommend Carvana to anyone.
Bottom Line: No, I would not recommend this to a friend
11 people found it helpful
Link to this Review
Company Response from Carvana
Gordon, thank you for sharing feedback from your experience working with Carvana. We are so sorry and beyond disappointed that this vehicle was put onto the website when it was not available. This was an honest mistake and the vehicle has since been removed, but we know that this has caused you a great deal of frustration. We want to also apologize that at this moment we do not have a vehicle that is similar to the vehicle you were originally interested in purchasing. Our customer advocate selected vehicles that were as close to what you were looking for as possible in order to see if any of the vehicles would work for you. Again Gordon, Carvana apologizes for this oversight and truly hope that we can mend your experience to begin to build trust in us again.