Reviews (1)

The online shopping experience was so easy and convenient. I enjoyed browsing through their stock, and the way the vehicles are presented on their site is clear and concise. The best part of the process was the ease of financing. You enter in your basic information on their site, and can play around with numbers to see your payment right up front. Nothing is hidden. That's where the easy process ended.

Like so many other online service providers, at the point were it involves a human on the other end of the transaction, I didn't feel like anyone really owned my transaction. I was passed around to multiple people throughout the process, and hence, the level of customer service felt very disconnected, and too casual for a purchase like this. The car's engine light came on immediately, so after returning it (and going without a car for two inconvenient days), it was returned to me, and it turned out to be a minor issue. I also realized at signing, that at least half of the cars they sell are used rental cars. Run away! Mine turned out to be one of those as well, after digging up records. This became obvious after the cleaning fluids dried on the interior many weeks later, and all the stains one would expect in a rental came showing through. Right away, I also noticed that when it rains, the car ends up with an inordinate amount of moisture on the inside. I didn't realize it was a major problem until many months later, when I discovered that water is somehow entering the frame of the car, and pooling during heavy rains. When I called to try to resolve that issue, I was sent in circles, and finally promised a follow up by a manager, who then never called back. The spare key was also missing at purchase, so I had to take it to a dealership to have one made (even though they paid for it, it was still inconvenient). Finally, the manual was missing at purchase, and they told me they'd send one, but it never came. I made several calls to customer service, and every time was told that one would be on its way, but I never received it, or any follow up.

Clearly, Carvana has customer service issues. I wouldn't tell someone to NOT use them, but I wouldn't recommend them either. One should approach them with extreme caution. This has been a poor experience.