Direct quote: "Yes, it is within our standards to have 7 cigarette burns and cigarette smoke."
I had a car delivered with cigarette burns throughout the interior, along with cigarette smoke. In addition, there are severe scratches and discoloration along the entire exterior. I was told this is within their "standard."
Customer service refused to do anything and justified this horrible experience.
I just want other innocent buyers to be aware of the potential scam.
Bottom Line: No, I would not recommend this to a friend
9 people found it helpful
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Company Response from Carvana
Thank you for taking the time to provide feedback regarding your recent Carvana experience. We are so sorry your vehicle came with cigarette burns and a smoke smell, that is not within our standards at all. We do our best to annotated imperfections, but it looks like we dropped the ball with your vehicle. After further review of your account, it does look like our customer advocates were able to assist you with the process of our 7-day money back guarantee. We do allow our customers to swap or return vehicles because we want the vehicle to meet their standards. Please know our customer advocate did their best to help and we are happy to see you found another vehicle.