They get one star because ZERO was not an option. Do not trust any 4.5-star ratings, since it is utterly unlikely those are honest reviews. Carvana sucks! PERIOD! I just had to find the CEO's email to tell him, Mr. Garcia III, about our ABSOLUTELY HORRIFIC experience with them and we really - before this - hoped they would offer a MUCH better experience than regular dealers and CarMax (that relative to Carvana was heaven of car-buying), but Carvana has offered BY FAR the worst experience by any company ever that operates in a non-monopolistic market (so we exclude GA Power and Comcast). So avoid them at all cost in my opinion. That is the short version.
The long version is that they were supposed to be here at 7 PM today so we cleaned out our exchange car and called them 7:03 PM to ask why they were not here and after about 50 minutes on the phone, the rep, Aron, told me that the delivery had tried to contact me to say it has to pass inspection. But THEY LIED, since NOBODY has called my cell phone at that time, or they had the wrong number. Either way, that was the last big issue.
The others were:
1. The rep did not know it is hybrid.
2. They forgot to tell us it comes with a car charger.
3. They dinged the first BMW so we had to change all documents for a new one.
4. They said they would deliver the new BMW, but then a few days later said that it needs a new battery (ok fine, no big deal), but then said it would be done for delivery today at 7 PM and they do not even contact us via text, email, or phone when they cannot/will/do not show up due to "That the car must pass emission inspection and if those lights light up, the car will not pass..."
End of story. HORRIBLE COMPANY, though I really hope they or other online car companies will succeed in improving the car buying experience.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Carvana
Thank you for voicing your situation with us regarding your Carvana experience and for the constructive feedback. The experience you had is regrettable, and we sincerely apologize that you had to endure so many difficulties. In addition to these difficulties, we missed our appointment with you which we also truly apologize for. The type of experience you are having is not something we are proud of and we want to work directly with you, as well as working to improve the Carvana car buying experience. By no means is this acceptable, and a member of our team will be reaching out to you shortly to assist you and answer any questions you may have. You gave us undeserved patience and we cannot thank you enough for this.