I started a purchase of a minivan that Carvana stated had a power liftgate - a critical minivan feature that is either part of an expensive options package, or it's only available on an upgraded trim that costs thousands more than the base trim. But after I looked more closely at information from Carfax, it appeared to me that the minivan actually did not have a power liftgate. So I asked Carvana about this, and after a couple of hours their "markup" team confirmed via email that contrary to the Carvana description on the website, there was actually no power liftgate on the car.
So I asked for a price adjustment via email; no response to my email. Then I phoned customer service. The agent said she would "ask" someone else (who? I don't know) and put me on hold for 7-8 minutes. When she got back on the line she said there would be no price adjustment. So I said, "then please cancel the sale." She replied, "Wait a minute, I'm getting a signal to try a couple of things that might help you, let me put you back on hold." So I was put on hold a second time for 7-8 minutes. When she got back, she said, "There will be no price adjustment." So I canceled the sale.
So, what was the point of putting me on hold the second time? Was this agent actually talking to a higher authority when I was on hold, or was she just "icing the customer," a tried-and-true hard sell tactic?
And do you think that it was a mistake that Carvana advertised the non-existent power liftgate? Well, when I canceled the order I told the agent that Carvana must change the car description before offering the car for sale again, to avoid deceiving customers, and the agent promised she would do that. But guess what? When the minivan was listed back on Carvana's website it still showed that it had a power liftgate.
Finally, don't believe the responses by the Carvana rep on this website that they will work with customers when they make a mistake. They have done nothing for me. I endured a credit pull for no reason, so my FICO will fall. I gave them a copy of my license and trade-in title for no reason. And they are not decent enough to even send an apology email. Don't be deceived; there is no "Carvana Family;" it's a marketing ploy.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Carvana
We appreciate that you have taken the time to reach out to us regarding your experience. It sounds like there has been a lot of miscommunication and confusion on our part and that brings us disappointment upon hearing this. Looking at CarFax can be confusing at times because much like Wikipedia, the information can be updated from outside sources like DMV’s and Mechanics. We truly feel awful that you called in and didn’t receive any answers to your questions. Additionally, it’s even worse that you were placed on hold only to get the same answer again.
One of our executive resolution specialists has taken the liberty to look into your account and reach out directly to our annotators as well as web developers. She was able to confirm that the vehicle you were interested in was annotated correctly while CarFax was actually lacking the information. The vehicle is priced correctly and we have the vehicle sticker as well as pictures that tell us it does in fact come with Power Liftgate. Our executive resolution specialists have reached out to you personally with some solutions as well as to personally apologize for all of the confusion. Please give us a call if you have not received this information or if you have any additional feedback! Thank you so much for your patience.