My husband and I attempted to purchase a car with Carvana this weekend. Everything went smoothly at first. We submitted all the necessary documents and received a couple of calls back and forth discussing the sale. This morning we received a voicemail from them that we would need a 3-way call between us and our bank to ensure the funds were available to purchase the car. When my husband called them back to arrange the call, they said that they had canceled the sale due to discrepancies in our documents and that the only recourse we have is to correspond with them via letter to address these concerns. Despite many calls and attempts to find out what the discrepancy might be or any other way we might be able to fix the problem, they would not help us. I'm not blaming the customer service reps, obviously they've been given rules on how to handle this, unfortunately, I think it is the company itself that purposely set up their system this way.
Honestly, I think that this was done so that the Black Friday Sale deal would not go through. The fact that they would design their system like this makes me think that they are a shady company. Has anyone else had this experience with them?
Bottom Line: No, I would not recommend this to a friend
7 people found it helpful
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Company Response from Carvana
Danielle, we appreciate you taking the time to provide feedback regarding your experience. Our underwriting team does have policy and procedures that must be followed. Unfortunately, there were discrepancies found in the information provided, therefore we could not move forward with the purchase. Please know Carvana has every intention to allow our customers to move forward with their vehicle purchase during this exciting time of the Black Friday promotion, as long as the documents and information are accurate. We wish you all the luck and success in your vehicle search.