I reserved a car with a $100 refundable deposit, that part was easy. After I initiated the online buying process, the website glitched when I was doing my verification questions, so I had to call and talk to a rep to verify my identity. However, every time they tried to verify me, it glitched. This went on for four days. I spent over 3 hours on the phone with the reps.
Finally, they were able to resolve the issue. All the reps I talked to were extremely nice and helpful. So after I finished my purchase, I set up a delivery time. I get a call less than two hours before the delivery saying that they couldn’t make the delivery time. They wanted to send an Uber to come get me hours later than the scheduled delivery time, to come pick up the car at their location. I had taken off work early and arranged to have someone at my house with me for the delivery. So when they offered the Uber at a later time, I would have no one with me, and I didn’t want to drive a long distance by myself in a car I hadn’t driven or seen in person before. Needless to say, I was very upset.
They finally agreed to have the car delivered to my house 3 hours later than the original time. The girl who delivered my car was very nice. Luckily the car is in great shape, but there is a chip that is starting to rust that wasn’t pointed out on the website. Overall, it was a bit of a hassle, but I would buy from them again.
Bottom Line: Yes, I would recommend this to a friend
4 people found it helpful
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Company Response from Carvana
We appreciate you taking the time to reach out to us regarding your experience. We understand the frustration to continuously repeat your information, especially when you expected this to be a simple and stress-free process. It sounds like you also encountered some problems when it came time to delivery of your vehicle.
We do our best to make sure that appointments are always on time, so it’s disappointing to know that there was miscommunication when it came to receiving your vehicle. It means a lot to us that despite these oversights, you are still willing to give us a second chance. Your patience with us is underserved and we are so grateful for the opportunity to make things right! If you ever have any additional questions or concerns, please feel free to reach out to us at 800-333-4554.