I just want to give another update to be fair to Carvana. Charles Priano took responsibility for fixing this situation and offered me a check to cover one monthly payment for the three weeks I was without my car. I really appreciated the effort.
Although it was not in a timely manner, I did receive my license plates at long last and am happy being able to drive my car!
Bottom Line: No, I would not recommend this to a friend
23 people found it helpful
Link to this ReviewYesterday got an "update email" that basically there was still no update.
Today I got an email that my registration would finally be processed on 10/2 and would arrive on 10/4. That will be a full three weeks of not being able to use my car since the temporary plates expired.
Still no explanation about why it took so long, although I suspect someone simply forgot to send in the paperwork on time. It's the only explanation. But no one at Carvana will cop to it. I will believe it when I see it, but hopefully, this nightmare will be over next week.
I am very upset to have to write this review. Finding a car and having it delivered went very smoothly. Carvana advertises that they make car buying more convenient. It seemed true, until it came to receiving my license plates and registration.
My car was delivered on August 4th. I had a temporary license plate good until September 15th. I was told by the Carvana rep, Terrick, that I would receive my plates in 4-6 weeks.
Four days before the temp plate expired, I called Carvana and reported that my plates and registration hadn't shown up yet. I was apologized to and told that the paperwork had been sent to the DMV and had been expedited. I wait three, four, five days...I call back. They say the DMV has the paperwork but won't give them a FedEx tracking number and "won't write back to their numerous messages." They'll call me the next day to give me an update.
Next day, no update phone call. I give them to the end of the business day and call them instead. They inform me that it's actually the THIRD PARTY COMPANY that handles their paperwork going to the DMV that won't give them an update and "won't respond to their many messaged." I tell them that it has been six days of not being able to drive a car I paid them for. They offer Uber credits up to $30 (which in LA will get you nowhere). Or a rental car. I live in a permitted parking zone and only have a permit for one car. They have no answers but assure me they will have more news the next day when the third party writes back to them.
Just for kicks, I call the California DMV to see if they truly have the paperwork for my car and they tell me no paperwork was ever submitted.
The next day (September 21st, day 7 of not being able to drive my car), I call because again I have not received an update call. I receive the same empty apologies and assurances that they're working on it.
I ask to speak to a manager. A Charles gets on the phone and apologizes for dropping the ball. Says he's going to keep sending messages to the third party company. I ask "Does the third party not have a telephone, can you call them?" He acts as if this has never occurred to him. Puts me on hold to call them. Comes back and says "The third party company is on the east coast and are closed already."
At this point, I am incredibly frustrated but am still trying to be patient. Charles promises he will call the third party company first thing Monday morning and give me an update either way. I get his email, send him a follow-up to make sure he is really going to do it. He assures me he will.
Monday morning (Day 10 of not being able to drive my car). Oh wow, what a shock! I don't receive a phone call! I call Carvana and ask for Charles. I am told HE ISN'T WORKING TODAY. I take a deep breath and ask to speak to literally any other manager. Destiny gets on the phone and I explain this entire saga to her. Same empty apologies and promises she'll handle it. She says "I will call the third party company and keep calling them. I leave at 5 pm today. I will absolutely call you either way with an update."
It is now 4 pm. And I have not received a phone call.
I had such high hopes for Carvana, and it is clearly not an organized company with dishonest employees. My only course of action is to contact my attorney who will be calling them tomorrow about trying to return the car and get my money back.
I will be telling everyone I know this horrendous story and how little help I received from MULTIPLE customer service employees.
I would pay the entire amount of my car three times over to go back in time and use a dealership and go myself to the DMV to get license plates (which in the past takes a matter of hours).
Do yourself a favor and stay far away from this company.
Company Response from Carvana
Ashley, thank you for bringing your concerns to our attention. With your registration being delayed, we understand it's a huge inconvenience and we are truly sorry for this. It does look as though there was a delay presented on the side of the Department of Motor Vehicles. We know that our apologies do not change that there is a delay in receiving your registration but please know that we are truly apologetic. We are glad to see that you have been in contact with one of our managers in order to have your concerns addressed. Thank you for your continued patience with Carvana and willingness to work through this with us!