Brian J.
Albuquerque, NMMember since November 2018

Reviews (1)


    • Nov 26, 2018
    • Verified Reviewer

    Carvana

    Some frustrations...

    Overall Experience:

    I purchased a 2016 van with 50,000 miles on it. The buying process was actually really cool. Carvana’s service, overall, was also good. I like the concept of Carvana - you get 7 days to test car, can swap up to 3 times, etc. However, there several annoyances related to my purchase:

    1. I realized right after my van was delivered that the rear vents did not blow. The van had to go the shop for two days of my 7-day trial. Thankfully, Carvana did ok handling the warranty process and van was fixed. It’s a little frustrating that their "inspection/certification" process didn’t catch this and makes me wonder the extent to which they actually inspect vehicles.

    2. First time taking my vehicle out of town (an hour drive) it turns out my vans tires need to be balanced. Not a big thing but once again, irritating that I have to go spend money on this as the 100-day warranty does not cover, as far as I understand. I guess I should have taken my van up to 75-80mph before the 7-day period was up...but not sure I would have gone through the hassle of returning/swapping for tire balancing anyway.

    3. Two weeks after my sale is finalized, Carvana has a Black Friday sale where all vehicles are $1,000 off. This is a great sale. One that I would have waited for. So I talk with customer service, ask if there’s anything that can be done (price matching, etc.) seeing as I am within two weeks of purchase. The answer is "no." Now, I understand this - policy is policy. But it’s annoying nonetheless, and many companies would do what they can to create some equity in a situation like this.

    4. My van did not come with mats. At the time of delivery I was made aware of this. I was also told that after my 7-day trial, they would be ordered. When I asked the support person (during the same conversation regarding the $1,000 discount) for an update, found out that they were not ordered. Again, not huge. But very annoying.

    Overall, I would say that the Carvana experience is so-so. Some great aspects and some not so great aspects. My complaints are relatively minor, but as I mentioned, it makes one think if they have business processes in place to catch major issues since they failed to catch some small but noticeable issues. Would I do this again? Not sure.

    Bottom Line: Yes, I would recommend this to a friend

    6 people found it helpful

    Link to this Review
    • Dec 4, 2018

      Company Response from Carvana

      Thank you, Brian, for providing us such a detailed and honest review of your experience with Carvana. We appreciate the kind words about our concept, as we give an honest effort to make buying a car as quick and easy as possible. With that said, we definitely appreciate all levels of feedback. Our inspection process should have caught an issue with your rear A/C unit, an improper balance and lack of floor mats prior to delivery. Your experience following the delivery of your vehicle was well below our expectations, and we sincerely apologize for the time you had to spend alleviating those problems. We are happy to hear we were able to resolve your vehicle claim and thank you for your patience while we worked to resolve your qualms! Lastly, we do apologize for our inability to offer the Black Friday discount due to you being out of the specified promotional range. Since your purchase was finalized more than a week before the beginning of the promotion, we are incapable of making any form of change to your deal. If you have any further questions or need assistance with any concern please reach out to our customer advocate team at (800) 333-4554.


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