I feel like a huge sucker. I received a car with damages on the side and contacted customer service through the 7-day period. I sent in photos and an estimate as requested on separate occasions. I was told by Andrew the damage was from transporting the car and Carvana would pick up the tab and to submit the estimate. On day 9, I received an email stating that Carvana was not going to pay for the damages, blamed me for being in an accident, and was not going to take back the car. I even said to the Customer Service rep that I was scared I would not hear back from them after the 7-day return period. I should have listened to my inner voice. The worst part is, the customer service reps make promises that they have no intention of keeping. I really wish I could give Carvana zero stars. The company should be more heavily regulated by the government or put out of business. The posters on here who never received their order should feel blessed.
Bottom Line: No, I would not recommend this to a friend
13 people found it helpful
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Company Response from Carvana
We are disappointed to hear that your Carvana experience caused you any stress or concern. As a company that cares for transparency, it is never our intention to trick our customers. We appreciate you sending in photos for our team to review. Our 100-day/4,189-mile complimentary warranty supports our 150-point inspection. We have processes in place to verify any damage that occurred on the vehicle prior to delivery. After review, it is clear that the damage on your vehicle was not present when the vehicle was delivered. Our complimentary warranty does not cover any accidental damage, so we were unable to offer any assistance after further review. We understand the position this puts you in, and we are so sorry for the inconvenience this may have caused. Thank you for taking the time to leave a constructive review.