I ordered a Mercedes C300 on Carvana about a month or so ago. The initial application and delivery were great. The issues started when the car arrived. I noticed the paint was rough and so was the windshield. Almost like a sand parade texture. I took it to a body shop where I was informed the car had overspray all over it and looked like it had cheaply been fixed after an accident. The repairs were over $1,000, which Carvana was willing to fix.
After driving around a few more days I noticed a rattle under the car and took it to Mercedes. They also noticed it and recommended I bring it in for repair. At this point, I was looking at a car I just bought being in the shop for two weeks and decided to just exchange it for another one. I’m concerned how no one at Carvana mentioned the paint issues nor were they initially disclosed. Thankfully I caught it within the first 7 days.
Now moving on to the exchange vehicle. It has been 9-10 days since it left Carvana for delivery. The delivery is past the expected time frame so I have been without a car since this whole thing started. When I call or chat Carvana, no one seems to know exactly where the car is or when I will get it. I am told to just wait by the phone. Meanwhile, I’m spending a lot of money on taxis to get to and from work every day. Now I am sitting here hoping to get a call that I will have a car this week.
Overall I am disappointed in this whole experience and at this point would not recommend this route to anyone unless they live right near a Carvana location.
Bottom Line: No, I would not recommend this to a friend
16 people found it helpful
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Company Response from Carvana
Ryan, thank you for taking the time to bring your concerns to our attention as customer satisfaction is one of our top priorities. Although Carvana has several locations, there are places that are outside of our local markets. In these cases, you can still purchase a vehicle from Carvana but we do need to utilize a third party transport company in order to deliver the vehicle to you. With that in mind, the process can take a little longer, at most 15 business days. We want to apologize that this was not properly communicated with you and also for the condition of your first vehicle. The issues experienced with your first vehicle are intolerable and should not have been delivered to you in that condition. We are glad that you were able to find another vehicle you were interested in swapping into and utilized your 7-day money back guarantee. Also, we are happy that your second vehicle has since been delivered. Should any questions arise, please do not hesitate to reach out to us at 800-333-4554 and we would be happy to assist! Thank you again for your feedback as well as your patience.