Danielle K.
Danielle K.
PennsylvaniaMember since January 2019

Reviews (1)


    • Jan 20, 2019
    • Verified Reviewer

    Carvana

    The good, the bad, the ugly

    Overall Experience:

    The Good: Customer service, before I got the car and during the 7-day trial was great and friendly, gladly answering any questions. It was to easy to finance the car, see rates, find a car I love and get it delivered to my front door. After the hassle of looking and dealing with dodgy salespeople at local dealerships, I found this all a great relief.

    The Bad: The system seems kind of glitchy. I had to sign the papers online about six times, including once after I got the car, which I signed before delivery online and in person so that could use a little tweaking. I took the car to a certified mechanic and found the oil was dirty and low (hadn't been changed in a long time) and there was evidence of small fender benders none of which was pointed out. However, the car was super clean and had no structural damage. I expected there would probably be something of the like with mileage as it seemed a dealership car and they often just fix rather than report. It was a good price and had no structural damage, so I was fine with that. My only concern was possibly something they should have pointed out. However, that is why you should take a car to a mechanic for a PPI.

    The Ugly: The registration and plates are where things get ugly. On 12/9/2018 my 7-day guarantee ended. On 1/4/19 I received an email stating they needed more info from my insurance. I missed the email so they called me 1/07/19, so I replied right away giving them more info and requesting estimated date I could expect the plate and registration as I am just a bit worried as temp expires soon (expiration 01/17/19). I was told:

    "At the moment we do not have an estimated time that your registration will be completed...If you have not received your registration on the date that your temporary tag expires, please give us a call at 800-333-4554 and our team will look into it for you!"

    So I waited for a bit and on 01/14/19 I get a bit nervous and contact them again and I am told it's being worked on. I was advised after explaining my worries this by Danielle (1/14/2019, 11:34:50 AM):

    "I completely understand, at this point, we are at the mercy of DMV timelines, however, we certainly do not want you to be without transportation. Try and see if the DMV is able to issue you a new temporary plate and if they are not, please contact us and we will work with you to find the best solution, we want to ensure you are taken care of."

    So I contact the DMV and explain only to be told my car is not in the system and it's all up to the dealership, sorry. So about 28 minutes later I am back chatting with Carvana. I am then told by Savannah (1/14/2019, 12:14:03 PM):

    "The registration has arrived at the DMV for completion and is typically completed in 4 days. It is possible it will get there the day of/after your temporary plates expire."

    And then again by Savannah (1/14/2019, 12:14:33 PM):

    "I would recommend chatting in day they expire if you have no received them and we can check the status and address the situation from there!"

    So the day they expire comes and I am very concerned being my only vehicle. So I stop in chat again, they will check and email me later, and this is what I get:

    "I did hear back from our registration team. As of right now the DMV has provided us with an Estimated Completion Date of 1/25/19.

    Once completed they will send your permanent plates overnight via FedEx. We apologize for any inconvenience, they stated there was a delay due to proof of insurance missing the required info needed to begin registration process."

    So even though I had only delayed them three days I wouldn't be getting my registration until about nine days after my plates expired. And if I don't get them before work, that's me having to drive a car with no plates and no registration, not even a pink slip. So I called, briefed the gentleman on the other end, who told me to try the DMV, though it's up to their discretion on whether they will help me or not. Explained further...He didn't offer any other solutions or ideas. So I said, "So you are pretty much telling me I am on my own right?" He replied "Yeah, sorry pretty much." That was it.

    So yeah, I am so happy I paid them to take care of this and this is the help I get. Needless to say, if I get a ticket I do whatever I can legally do to address this issue. So thanks, Carvana.

    Bottom Line: No, I would not recommend this to a friend

    17 people found it helpful

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