Carvana

Hi my name is Bryan and I recently purchased an M35h. The last four of the VIN is ****. This is going to be a mixed review; there were many ups and downs throughout the whole process. We currently reside in Oregon and we drove about 10 hours to California to pick up our potential certified used car. Our Carvana advocate, TJ, was early and was very professional, friendly, and informative. What we liked most about TJ throughout the process was his great personality and his ease at which he handled our newly purchased vehicle; high praise for TJ! Before signing the contract with TJ however, we looked over the car and inspected it for visual scratches, structural integrity, tires, etc. Honestly, neither myself nor my husband found anything immediately wrong with the car; not even 30 minutes into driving this car did we find out that the climate control heater did not operate at all, nor was the coolant fluid filled up or topped off before or after Carvana’s said 150 point inspection. To be frank, it is still questionable whether or not an inspection was actually done there’s no proof whatsoever that the individual who was stated to have done the inspection actually did the inspection. My question is, what did your guys actually check? The disclosed scuff marks that you guys so said we’re on the steering wheel was actually heavy dirt, had somebody actually taking the time to remove it. That’s just one sad example of your guy’s commitment to quality control. On our way home, we had to visit Infiniti of Roseville to buy coolant which cost $20 out-of-pocket, we had to purchase $50 worth of windshield wipers out of pocket, a wheel alignment out of pocket, and you also gave us a second intelligent key that does not work. I think it’s absolutely deplorable that you allow a company to fix the aforementioned, yet all of these could have been avoided had a true 150 point inspection been conducted. To be fair, we feel that even though many issues have arisen, Silverrock fixed the issues. We are still in the process of receiving our refund for the above purchases. Unfortunately, due to where we currently live, we have to drive three hours to the nearest Infiniti dealership as Nissan is unable to do any sort of warranty work. Due to this, our car was not able to be serviced until Monday after we purchased the car (which was on a Wednesday), so we had one more day available for our 7 Day Test drive test trial. Honestly, we should have returned the car, but we did not because this particular model is what we wanted, we love the car in general, we love its capabilities, and we were not trying to make another 20 hour round-trip in two vehicles, to come home empty-handed. Fast forward to present day, our brand new Carvana car was in the shop for a total of 10 full days. After taking the car to the Infiniti dealership in Beaverton, Oregon, they realized that there was a clog in the heater core AND the automatic transmission cooler, as well they had to replace the thermostat and a rear sub-frame hydraulic bushing. Carvana also sold us a car that had a failed third brake light which, in the state of California, is illegal. I feel it’s high time that your better business bureau rating went down from an A+ to a B-. I can’t imagine what it’s like for somebody who does not have any sort of car expertise, someone who does not know what to look for, and someone who unsuspectingly trusts your word to find out that nothing you have promised is accurate or true. The only part of this process that was awesome was the part where we got our car delivered in California, meeting TJ, and the customer service that we’ve received through Carvana, bridgecrest, and SilverRock. In the future, we will make sure to have our own professional inspection done on any car we are interested in. I would like it to be noted that as a prior military service member, I fought for this country so we can live in a free country with millions of benefits throughout society. I fought for the little guy, the ones who can’t protect themselves, and I fought for those who don’t have a voice. I fought for the opposite of what Carvana provided. You provided the means to purchase a car, but what you truly provided was inconsistency, misinformation, shotty work, and a miss-use of the public’s trust. I give Carvana 2 stars: one solely on the basis that TJ represented your company to a “T” as well as your customer service throughout this entire process. I would give one more star if there was a video of an individual performing the 150 point inspection, I would give another had these issues been addressed within the day, and a fifth star for correcting this major lapse in business practices, i.e. compensation for the 6 hours spent driving to the repair facility TWICE, time lost at work while coordinating the repairs, etc. Thank you, Bryan.

BUYER BEWARE. GO TO A DEALER IN PERSON AND SKIP THIS HASSLE. I recently purchased a car through Carvana. the initial purchase seemed easy and quick. I am happy with my car, but the service that this company has is not up to standards, and I had to spend $150 out of pocket to get the car driveable. The communication, or lack there of was the first of many issues. They are trying to be accommodating and use text for correspondence, which would be nice if they actually replied...When I texted questions, they went unanswered. I had been told my car would be delivered by a third party and they would contact me in advance. I was contacted at 5.10pm on the day my car arrived and was told that it would arrive within the hour. Thankfully I was in town, but we did have to change our schedule to ensure we could meet the driver. Three hours later the driver arrived and it was pitch black out, but could see that the car was covered in white powder and scratches everywhere. We took it to a professional detailer the next day, and found that the windows were covered in a strange goo like substance that left the windows all smeared and impacted the ability to see through it for driving. This had to be professionally buffed off. This cost $150. I did try to get Carvana to cover this, but they didnt seem to even listen to what I was saying, just that the pictures didnt show enough damage... the issue was that there was a goo on the windows. I also want to note that the car arrived and I didnt have a license plate for nearly 24 hours. I called and requested one and it was sent with the wrong name. They also claimed to have brand new tires on the front. This is untrue. They are about 50% worn. Although I am happy with my car, I would never use Carvana again, nor would I recommend it to anyone. Most photos included are after the car was washed, but show the goo and the scratches.

Might the best car buying experience ever. Easy to use website, large selection, friendly customer service, and best buying experience (no pushy salesmen.) Bought from them this summer and it was a great experience.

There is no way Carvana provides a pre-purchase vehicle inspection. I had to go through 3 cars before I found one in acceptable condition. Even then, none of the fluids and filters weren't changed, the battery was dead and tires were bald. There were a host of cobwebs in the engine compartment. The 3rd car was low mileage, and in fairly good condition, so I opted to keep the car and do all the maintenance myself. The registration was a nightmare, where I finally demanded they send me all the paperwork, so I could register the vehicle myself. What a pain... I will never purchase a vehicle online ever again.

This company is awesome! I have no complaints. I knew my down payment when i selected the car i wanted. I only needed proof of insurance if i wanted the car delivered to my front door.

So far its been kind of rough...they had an excuse for drop off being when they promised. The vehicle came with damage that was not mentioned, the vehicle was not cleaned inside or outside. Honestly not sure why they would even offer a car for sale in the condition it was in.

If you are purchasing a car in CT be aware they give you a temp plate which will expire about 3 weeks before the real plate arrives. They will not extend the temp plate for you. You will not be legally allowed to drive the car. They are aware of the delays getting plates but won’t tell you

I thought Carvana was awesome at first. I found I car I loved, they delivered it without any problems. They are supposed to make it convenient to get your tags and registration mailed to you. Until they didn't. My temporary tags expired on 10/11/19. Today is the 29th and I still don't have them and I am driving illegally. I have called numerous times and I get the run around or just disconnected. Now they are saying next week. Carvana sent a POA form that needed to be signed and notarized immediately for the DMV. I sent it back the next day. They had it for almost 2 weeks before they forwarded it to the DMV. I would think they would put a rush on this since they are the ones that are so overdue. They even told me to go to DMV and ask for duplicate reg and tags for a small fee. That wasn't true. The DMV said I couldn't get duplicates since I haven't gotten any originals in the first place. This has completely disappointed me with Carvana. Starting to wish I just would have gone through a dealer because this has become a nightmare.

Shopping was easy. Purchase was quick. Delivery was on time. Kia Soul was like new. I don't have good credit and was able to buy a car when no one else would have let me get a loan.

Car buying was easy. However the car arrived over a week late with a flat tire. Promised $200 rebate that we never received. The car has mismatched tires and one tire is a directional tire that was put on backwards. The tires they did not change didn't last more than 1000 miles. All 4 rotors are warped. There is no way this BMW could've possibly passed the inspection they say they put it through. Very disappointed in their misrepresentation of the vehicle and the inspection process. On top of that you will never get anyone from Carvana to call you back after your purchase go through.

My Carvana buying experience has been in a word, frustrating. I was initially very excited by the process - They make it fairly simple to check out the cars you are interested in, choose one and set the wheels in motion toward making your purchase. When I went to pick up my car the agent helping me let me know that there was some damage on the car that had not been reported in the way of "chemical stains" on the windshield. But, in the same breath assured me that their maintenance department would reach out within a day or so to set up a time to either fix or replace the windshield. Two weeks later i've never heard from anyone about this and have followed up now a half dozen times. Clearly unacceptable. The second issue I discovered upon entering the car for the first time is that there was a strong smoke smell. I asked the Carvana Agent about that and she said "oh, do you smell smoke? I only smell leather cleaner." Yes, I sure do, it wasn't a faint smell, the car smelled like an old bar. So she reminded me that I can take the car for 7 days to try and invited me to take it to the detailer of my choice to have it cleaned and offered to reimburse me for that. I was able to have it detailed that day to no avail, the smell remained. Later that day I went back onto the website to start looking for the most similar car I could find in order to initiate the swap. I found one that I liked and set up delivery of the car as soon as possible. A cool perk here is that I would not have to go back to the dealership to pick it up, a Carvana Agent would deliver the car to my house, cool. Well, when it arrived it was the wrong color. But, that did give me an opportunity to have face time with an Agent. He was apologetic about the mishaps, was able to smell the car and was shocked by how bad it was, it game a chance to revisit the windshield issue and get help with finding ANOTHER car. He also took photos of all of the receipts for money spent on trying to clean the car up and get rid of the odor. When he left he assured me that I would hear from him later that day on having an ionizer treatment done to remove the smell, to have the windshield repaired and to be reimbursed for my expenses. I felt great after that visit, until I never heard from him again. Although I did hear from an ionizer and he came to clean the car which took a couple of hours. It smells better but not good. Either way where they heck did my Agent go!!!!! Fast forward three more days, I order ANOTHER CAR which is set to be delivered this coming Monday. But, never saw any emails or confirmations for it - I popped onto the website to make sure things were ok and realized they had made a mistake and were sending me THE WRONG CAR. This is where I am in the process currently. I still have the original car. No one including the Agent that visited my house has ever followed up with me - I have had to do the following up each and every step along the way. When I explained over Carvana chat all of the issues that had occurred the response was basically, "oh bummer, but, totally hope things get better soon." That is unprofessional and after the amount of curveballs thrown here I would certainly expect a more thorough response than that. Where is the Carvana Management Team? Buying a car, no matter how easy, is a big deal. It's a big purchase and one that should not be strung with question marks. At this point, Carvana is a question mark for me and i am unhappy with their standards. Come on Carvana.....

I’m giving them 2 stars just because the car was delivered on time, I really like the car, and it was a quick/easy process. But the car arrived with a stain on the 2nd row seat and cigarette burn it looks like. Also a yellow stain on the back of one of the 2nd row seats. The 3rd row seating area with cup holders were dirty like it was never cleaned after usage. Also dirt and marks on the inside of the back liftgate. And finally scratches on the back of the 3rd row seats. None of these were shown in the pictures they had on the listing. During the process of transporting my car to me, someone had backed into something and cracked the tail light while also scratching the corner of the vehicle in multiple spots. They let me know about it an hour before it was delivered and they gave me options on whether to take it back to get fixed and receive it a week later or just continue delivery and they’ll give me options to get it fixed from there. I wanted the car so decided to have it delivered and go from there. They said to send them an email back with an estimate from a shop to fix the tail light. But, they are treating the scratches as if they were already on the car and said “we apologize that the car arrived with more imperfections that weren’t listed on the website”. For the scratches they only offered me a check for $150. I got an estimate today that’ll cost $515 to fix them! I’m not paying to fix something they did to the car while transporting it to me. They also offered a check for $100 to go towards detailing the car but why am I not receiving a car that is completely clean inside?? Plus that won’t even cover the detail! Waiting to hear back from customer service again. We’ll see what happens.

To my experience the vehicles are not what they show online-there is more damage to the vehicles than shown. Where I live the drivers have told me they use the vehicles to run errands and the online mileage does not reflect the true mileage, because they use them -hence why you do not get what you think you are paying for. Plus, they included a strike three and you are out from purchasing. Apparently others have abused their system so they had to implement this system even if its carvanas fault. The staff where I live are not too friendly, as they pound on my door like they are getting ready to conduct a raid. Their warranty Silverrock is like pulling teeth-you are left with the pain in the rear trying to obtain approval, finding a vendor ,reputable vendors, the list they use of vendors are of places that mostly work on commission and staff that come and go, many of them have no certifications. It's a real pain. Check you vehicle thoroughly before accepting a vehicle from carvana, it appears their 150 point check is not all that, I have found oil has not been changed, and other damage. A shiny penny may be a turd with lipstick. Lastly, if your state has inspections be sure the carvana vehicle is legally prepared to pass inspection-you will be left with the bill of replacing the tint if it has to be removed.

BUYER BEWARE!!! I ordered a car out of Florida on Jan 11. Set the delivery date for the 21. Giving them plenty of time to make the delivery. When the 20 came I got a message saying weather delay and rescheduled to the 25. The south did get some ice so I wasn’t worried. The 24 came and they delayed again for “weather”. It had been above 50 degrees and sunny. It had made it to North Carolina. I called and one guy said it was in Alabama. Another guy said North Carolina. Another guy said South Carolina. One guy said delay for weather another guy said delay for truck issues. On the 24 they rescheduled for the 26 and not even 4 hours later they rescheduled again for the 28. As now on the 25 the car still sits in North Carolina, so they say. And isn’t planned to leave for the 26. Won’t be able to make my delivery in pa for the 28 either and will have to reschedule again. These people are nothing but untrustworthy and secretive. Don’t trust this company. Go to car max or someone else first. After all this time my excitement for the car is gone and plan to purchase elsewhere.

I intended to sell my Subaru 2016 Forester to Carvana. But it was totally a very bad experience. They lowered down my car two times when I asked for an appraisal online, from $20,000 to $18,000 just by editing my mileage from 69,800 to 70,300. And when I came to the office at Westminster, CA. They once again lowered my value to 14,000 just because of my condition from ‘great’ to ‘ok’. The guy named Dan showed me some of my scratches and dings from front and rear bumpers and said he cannot take the car unless I did an appraisal again and changing the condition of the car. And what happened is out of my imagination. The price was going down once more of $4,000 for just a changing condition above. They were also very ignored you when you bring the car to the facility. It’s totally a scam and a untrusting dealer. Go to Kelly Blue Book or at least Carmax to get a better price or at least not to get shocked when they lower value of your car at the field. I heard a lot of these bad things about them even in selling their cars but this time is the best time I can testify how badly they buy your car.

Carvana is deceptive and are not honest with their customers. I bought a car and did everything thing per their instructions. Then afterwards I was told that there were shipping delays. OK, I accepted it. Then I was told the car would be 4 days late. I called to square away insurance paperwork and they had an opertuninty to tell me the car had engine problems at the Atlanta inspection station. It was being shipped from New Mexico going to Virginia. So, the inspection prior to leaving the original point of departure and the inspection stations along the way should have revealed the engine problems early on. They wanted me to wait 10 more days so they can fix the car, in the mean time not telling me there was an issue with the engine until I pressed them about the 2nd delay. Complete dishonesty. I even proposed buying another car exactly like it that had 20K more miles on it and they would have to reduce the price by $3000 to match the other. Did not budge. Complete dishonesty and only out to make money. Not even wanting to make things right with my purchase. I would advise any and all of you to stay away from Carvana!!! Not even worth 1 star.

Used this to find my wife a new car. The photos are very detailed and there's no hours of waiting at a dealer after you decide to buy. Simply check out.

Carvana sold me a car that was already sold. I purchased a vehicle with Carvana on July 13th to be delivered on July 18th. My bank requested images of the title on the same day before they could verify funding. I received multiple calls from Carvana representatives over the next few days saying that I needed to submit my bank method of payment or my delivery date would be pushed back; each time I explained my bank was waiting on Carvana. On July 17th, I received a call from Montel who said that my delivery date would need to be pushed back by no less than a week because they still hadn't received verification of my lender funding method. I informed him just like everyone else that my bank was waiting on Carvana. So, he looked into the matter and called back letting me know that the vehicle I purchased had been sold at an auction on June 30th. To make matters worse, I was only offered a $250 check for the inconvenience, if I kept a vehicle past the 7 day money back guarantee date.

If I could give Carvana a negative score I would! The delivered a 2019 Honda Accord, with 13k miles on it, dirty inside and out!”. Stains on passenger and back seat. Tires worn and a big scuff underneath the passenger door. Took it to the local garage to check oil and other fluid levels and the washer fluid was almost empty. TPMS went off and needed to recalibrate it. Took it to the freaking car wash and got a bath because the seal on the windshield was broken and water flooded into the passenger compartment and the head liner! Scheduled a return… what a nightmare! They said they’re bringing back my trade and picking up this piece of crap on Monday but it looks like the paid off my trade before the 7 day evaluation period has completed. Waiting to see what happens Monday and to see if they actually keep their word for a change. They may bring back my trade but I have know idea who owns it at this point.

So, when I first signed up to buy a car with Carvana, I was excited about how easy it seemed. The price and interest rates seemed high compared to Kelley Blue Book and Edmunds predictions, but I had no working vehicle and was stressed to the max, so I went with it. Once I completed the sale online, I was contacted almost immediately and had everything confirmed and had a confirmed delivery for 10 days from the day I purchased the vehicle. After this I had contact from staff several times either over the phone or via text and email confirming my purchase and delivery. I spoke with someone over text regarding my autopay settings and was sent a link to update them but then explained to the person that I wished to do so after my down payment was taken out as I wanted my payments to come out of a different account and was told that was fine and to use the link whenever I needed to. So, the day finally comes, and I leave work early to go pick up my car about 30 minutes away as they said they could not deliver it to my house because it was outside of their delivery radius (not what the commercials say, but ok). I had a friend take off work to take me. We arrived about 10 minutes early and after waiting for 15 minutes, I tried calling customer service as no one had shown up yet. The wait to speak with someone was 30 minutes and I was put on hold and then the call was dropped, so I had to call back again and wait another 30 minutes for someone to pick up. I decided to send a text during this time to see if I could get an answer from someone quicker and was told via text that my vehicle was somehow opened back up for sale when the autopay link was sent (I was not notified at all and had a text the day before and 3 days before about my delivery) and was currently already being sold to someone else. After being put on hold again and having my call dropped for the second time, I called a third time with still no vehicle in sight. After being on hold for an additional hour and 15 minutes (now almost 2 and a half hours on hold), I finally spoke with a manager who said that even though I had signed contracts and purchased insurance on this vehicle, there was “nothing” they could do and he could help me search for another similar vehicle with the most he could offer for their mess up being $500. At this point I was done as it was 8pm and I was emotionally and physically drained. I called back the next day, on hold again for another 30 minutes, and spoke with another manager who offered me the same thing and said there was nothing they could do. I then found a vehicle that was the same year with 7k more miles and was advertised as having a better trim but was priced $1k more so I asked why it was so much and they explained that it was an in-depth process to their pricing and they couldn’t negotiate. So, at that point I just needed a vehicle and decided to go with that one since I could get it within a few days. I purchased the second vehicle and was told it would be another week until I got it delivered. I was going on 2 weeks without a car as a single mom, so I asked if it could get delivered sooner and was told no, not even as a courtesy to their mess up. So instead of getting it delivered I took a day off work, bought a $100 bus ticket, and rode it for 17 hours to get my vehicle. Everything went pretty smoothly when I picked up the car, they even threw in a $50 Visa Gift Card as an apology which was a nice gesture but felt like a slap in the face after having to spend much more to get a car that I didn’t even originally want. A few days later, I was trying to figure out the Bluetooth in my car (which they had advertised it as having) and noticed that not only did the car not have Bluetooth but it was not even the same trim they had advertised it at. The trim I had was priced a whole $2k lower than the trim they advertised it (and sold it to me) as. I called immediately and was told they would look into it. I was called a few hours later and offered a $500 apology check for my experience and was told that they were still looking into the pricing. I was called the following day and told that the price was correct it was just the posting that was wrong even though all data and research proved the price was not correct. Needless to say, I will never do business with this company again and will speak out against them as often as I can. They do not try to work with you or be flexible and if they mess up, they make very minimal attempts to fix it. They are a heartless company who’s only goal is to make as much money as possible regardless of who it affects. Please do yourself a favor and go with someone else.

I paid top dollar for a low millage SUV. It was a little dirty on the inside but appeared to run well and appeared to be in overall good condition. It was advertised as a "one owner" with 80,000 miles. Indeed the odometer indicated 80,000 miles but today we discovered the vehicles data computer shows it has over 4100 hours on the car. This many hours would be similar to a car with 150,000 to 200,000 miles and not 80,000. I called them and the first person coached me to be very angry as that seemed to get managements attention. I thought that was strange. After over an hour on hold, a supervisor finally picked up. He was short, rude, and said they don't verify milage and it was my problem. He said they would do nothing to remedy or even research the problem. After our called I called the Arizona DOT and got forms to file a dealer fraud claim against them. I further intend to contact the Arizona AG and file a fraud claim. A vehicle with 80,000 miles has a far greater price than one with 200,000 miles. Their gain was my loss as the difference would have been a vehicle of half the price. I will be posting this same review on Google and Facebook, including pictures of the milage on the odometer and the hours on the cars computer. Also a phone image showing the over an hour wait to be "blown off" by the supervisor who showed zero interest. BTW, I have two other cars both with more miles on the odometer and both showing just a hair over 2000 hours on the data computer. This would be a normal and expected number of hours for a car of 80,000 to 96,000 miles. (My other car has about 96,000 and just a little over 2000 hours). Odometer fraud is a crime. Apparently dealer fraud is common enough for the DOT to have a specific department to investigate it. I regret using Carvana and will never use a dealer I can not speak with face to face again.

Lofty Goals, Mostly Unmet After a few unfortunate experiences at car dealerships around Albuquerque, I decided to give Carvana a try. They advertise themselves as an alternative to the dealership and a new way to buy a car. This was again another unfortunate choice. On March 24, 2021 I preordered a car from Carvana. When I did so, the website explained that for a $100 down payment they would reserve and expedite the car for me. I also put in my car for a trade. For full disclosure, it does need an oil pump and they offered me $9800, which I felt was fair. This is when the problems started. After a week, I called them as there was no communication on their end about updates to when the car would be ready. The woman I spoke with stated that this has been an issue for several people she spoke with and would relay it to supervisors. I was offered few details other than the assurance that the car was in process and would be ready for the next steps soon. I was told that it was in detailing and that was one of the last steps. Another week passed and there was still no movement on the car. I called again and was told that not only did they not have any update, but that I would have to resubmit my car for another appraisal, as the seven days had passed since their first offer. On my side of the website, it said that the offer was good until April 22. When I spoke with them the week earlier, they confirmed that they saw it on their side as well and that I shouldn’t worry. Of course, they now offered me $800 less for the car. I would have traded it in immediately, but they would not let me proceed with the contract for the car I wanted. In the end they did honor their original offer, but it came at the expense of two hours on the phone and having to pick a different vehicle, as they for the first time told me that the reservation process is more for people who didn’t mind waiting up to a month or longer for a car. Although not thrilled with the car I chose, it was close enough. I scheduled a delivery date for April 13. On April 12, 24 hours before my scheduled delivery, I get a text from Carvana stating that my car is delayed and that I need to reschedule. The earliest they have is April 18. When I call for an explanation, they said the truck it was on broke down. They had originally told me that it was coming from Phoenix. They offered no explanation of where it was. I asked what they would do for me as this is another screw up on their side. I suggested that at this point taking $500 off the price of the car was fair, as this was what their mistake cost me between lost revenue and needing to scramble to find another car. Their counteroffer was $175. I said that I would take this, but they needed to understand this would result in a negative experience for me. After another couple hours on the phone, they suggested they would “meet me halfway” and offered $250. When I told them, this isn’t meeting me halfway, Bryan got very agitated and said I was being unreasonable and changing my request. Halfway as far as my calculations go is $337.50 (500+175/2). Of course, they wouldn’t budge. Bryan did promise that someone would follow up with me, and while he did call to confirm delivery, no one has ever followed up with me about my complaint. At this point I’m not even sure they’ll send the check they promised. Only thing I’m sure about is that underneath this review you’re going to see some moron reply, “Thanks for the review. Here at Carvana we strive blah blah blah blah. Give us a call and we’ll put you on hold for two hours.” This is a company that looks to save pennies today at the loss of dollars tomorrow. Even their hold music appears cheap, it’s four songs on repeat. Let me tell you as someone who has spent more than five hours on hold for this company, it’s infuriating. Before I even received my car they poisoned my car buying experience. In hindsight, if I did a little more research, I would have seen plenty of negative, one-star reviews. I know they are trying to expand into more markets, as I’ve seen a bunch of billboards up and around Albuquerque and this is absolutely the wrong way to do so. Every time I talk about my car, I’ll tell people I got it from Carvana and then tell them to never buy a car from Carvana.

Buyer beware! Promises were made during the 7 day "try out" period, but once the car was mine, I didn't have any luck getting those promises taken care of. My car allegedly went through an inspection before I took ownership of it, but that obviously wasn't done. On the first day I drove the car, the oil light went on and I smelled burning rubber. I had to take it to a dealership where the back tires were found to be terribly worn and had 2 screws in one tire. I was told the car was too dangerous to drive because the tire could blow out. Since it is a foreign car that I purchased, it could not be serviced at the dealerships that Silver Rock provided, so I had to pay deductibles each time I brought it in because it was out of network. I was going to turn the car in but was promised the problems would be resolved so I kept it. The endless calls and long waits to get someone to help you is anything but convenient, quite the misnomer. To make things worse, the communication between Carvana and Silver Rock is horrible. Despite having a recent text message from Silver Rock stating that one of my car issues was approved, they reneged on it when I scheduled with the dealership and will end up having to pay out of pocket for it (around $450 total). It's so disappointing and frustrating. I have had the car for four months and am still trying to get the things that were promised to me resolved, to no avail. I cannot recommend this company and plan to report them to the Better Business Bureau.

Purchased a car (2014 BMW) from Carvana two weeks ago. The process was long, but expected that. When dealing with customer service reps, everyone was helpful and polite. However, when the car was dropped off, my husband tried to adjust the mirrors and the back windows kept going up and down, he asked the Carvana driver about it, but he said all he could do was make a note of it and we could try to take it to a certified mechanic to get fixed. The mirrors didn’t work either. Of course, a certified mechanic was 100 miles away, then we realize that the change oil light was on, saying it was due for an oil change in October 2020! So, obviously no true inspection occurred on this car like they said it did. We’re within the 7 days and they’re coming to pick it up on Monday. A complete racquet. Too much trouble and not worth the time and money. Do not use Carvana! They will screw you over!!

Purchased a car 2 years ago-best experience ever! So much so, we returned to purchase a truck! Worst experience ever! Deceived on repairs truck their website said had been done, never was! Delivered with no emissions which requires a weight also dumped on us. They covered the repairs thru warranty, again a hassle in itself. Now won't pass emissions because warranty repair left computer unhooked & can't connect to emissions machine. Now have to wait for another appointment to take for computer reset then back to emissions & hope it passes next time. All during Covid with an at-risk family member at home! My advice, don't do it!

I was so happy to be referred to Carvana by my friends daughter. My happiness turned to frustration and aggravation. 12/18 I purchased a 2017 Mitsubishi Mirage with 5414mi which broke down within 3 and 1/2 hours of me purchasing it. All Carvana could say is "I'm sorry that happened to you!" I could've been driving on the highway! l replied and all I got was crickets! Oh the Country behind Silver Rock Associate instead of sending the car to Carvana Windsor CT she gives the Eastwood Tow driver Carmax address! SMH!! I was extremely disappointed in this Company but... I needed a car so I was up a creek. Round 2 I2/24 Christmas Eve my 2nd car arrives a 2017 Hyundai Accent with 52233mi its a beauty!! It drives wonderfully and everything works..now comes time to register. I thought Caravana was supposed to handle this process! Not so apparently if your in the State of CT and you have an out of state car you have to get a VIN INSPECTION done by law enforcement! This is such an inconvenience especially since in the City of Waterbury our police officers are so a@@#backwards!!Ughh! Everything is blamed on the COV-ID 19!! C'mon Carvana if your going to be sending cars from Georgia you guys need to have your Dealers License!! So this does'nt slow down the registration process.

I’d give it a zero if I could. Avoid at all cost, George W who runs Orlando and Carvana in general are dishonest, poor customer service and could car less about you. I Ordered a car from Carvana, Delivered Dec 29. On Dec 30 I placed a. Order to swap the car out due to it not being as described and running rough. I have yet to be able to return the car or get the new one. The replacement was supposed to be here almost a week ago. However when it arrived to the hub it was broke and not running, so rather than bring it to the dealer it went to pep boys. Who “fixed” it, well the wrong issue because appraisal it was never actually fixed. So it was sent to the dealer, George W has said for the last several days I’ll get a ETA. Still nothing. Best of all I cannot get anyone to set up a return on the first car, inside sales was supposed to call me and noting for days, so now I have a car in the driveway with no insurance on it that Carvana won’t take back and their “management “ refuses to help facilitate it, a car on my insurance that George and Carvana cannot even tell me when I could even see the car and no custom service to even help rectify it. Best of all, Was George Wright response basically stating if I don’t want to sit and wait for the Second car, they would force me to keep the first broke car even though I have already signed the contract on the new car and put insurance on it and contacted him, customer service and Management to get the car. I’ve never seen such lack of customer service and overall care so much before in my life. The best part is, there is no end in site as you cannot get ahold of anyone in Orlando or online. A better car buying experience right!!!!!!

I am very dissatisfied with this company. If you’re considering buying a car from them do NOT do it. I was sold a car that broke down 6 MONTHS after driving it. It clearly was not inspected the way they say their vehicles are. I now need a whole new engine for my car. Carvana refused to do anything about it and was very careless. The extended warranty I PAID FOR also did not cover my vehicle. I feel like this is a scam and I will never spend money here again NOR recommend to anyone. Anyone who says they’re thinking about buying a car from here I will make sure they don’t. I can’t believe this is how a company would treat an essential working nurse during a pandemic that now has no car to get to work. Never again.

Carvana is great at wasting your time! It’s quick and easy to pick you vehicle. The fun part is waiting months for it to arrive due to “cosmetic damage” that was supposedly received while in transit. (You’d think they would be able to transport a car without damaging it, but whatever). The day it was supposed to arrive, they called me and told me that the car wouldn’t start and that I should just pick another one. This is after waiting over a month, signing up for insurance, and anxiously awaiting my ride. If you need a car quickly, I would my cautious using Carvana. Maybe others have had good experiences, but mine was far from that. Guess I’ll be looking for another dealer this afternoon. Thanks for wasting my time!

If you don't get the vehicle checked in 7 days. Your screwed. I had to wait for a appointment due to covid. When I did go for my appointment to make sure the SUV was good. I was told I had bad brakes. Carvana had me call the warranty company, who did not cover it. After multiple attempts to get a answer from Carvana, I was stuck paying $754 for brakes and rotors. Not only was this deceitful it was extremely dangerous to put me on the road with bad brakes. I will NOT recommend Carvana to anyone I know. Not happy!

Carvana made the whole experience so easy. The delivery person was fantastic., answering all of our questions we had about the car . Highly recommend !!!

I'd give ZERO stars if I could but I couldn't click submit without giving one star. Trash. Carvana should be named Catfish. The absolute rusted piece of junk this company tried to sell me is nothing short of literally, a catfish. I flew all the way to Vegas after no one reaches out to me to tell me my car WON'T be delivered to my house 'due to covid.' When I got there, I laid my eyes on the ugliest rusted Infiniti Ive ever seen in my life. NEVER, EVER buy a car from here IF it's from any 'rust' states (OH, IL, NY, EAST COAST in general) I guarantee this Catfish company got this piece of trash as a trade-in and tried to make over 16K profit on me. Absurd, ridiculous, atrocious, shameful. This company should be ashamed of themselves as I have not one clue HOW they are still in business. I wish I could post the photos of the car they tried to sell me so potential buyers can see what I am talking about. WAY more dings than the 'imperfections' listed online. The bolts in the engine were so rusted a mechanic wouldn't even work on it as they would easily snap off. BS. This company is a lying bunch of unorganized thieves. DO NOT BUY YOUR CAR HERE, you will waste your precious time and hard-earned money.

Ordered a White 2013 Toyota rav4 through Carvana for $16,900 with 14,414 miles,Waited about 3 days, then 30 minutes before arrival delivery driver called and said it is filled with mold smell. We told them to cancel it. 1 day later the same car is back on the sight for 1k less and has a buyer. Car 2 we agreed to reserve a 2017 toyota rav 4 for same price with 20k miles on it. They sent us a picture of an aqua blue say its in inspection stage and have to wait for purchase, wife was excited. We wait for 2 days for the inspection and more pics. They finally send actual pics and it is such a dark blue that it looks black. We turn it down, then try for car number 3 which the they say delivery date is now December 26th. ( note-we're trying to buy before years end and the 7 days would put us into the new year at best) after reviewing the sight now all the better deals are in pending sale state. Very disappointed at the unprofessional team who inspected car number 1 whom they say it was not in a flood ( lots of questions)

That they are willing to help return the vehicle if it doesn’t fit or if something is wrong! I’m really upset that we have had to cars in two weeks and now we have wait yet another week for a third car! It’s not our fault the first two cars have something wrong with them! So I’m stuck at home another week waiting on another vehicle hoping and praying that it comes with no motor light on! I think after what we went through we should have another vehicle by Monday!

HORRIBLE! DO NOT PURCHASE - save yourself a headache! We purchased our car the first week of June which was delivered to us in NY, our temp Georgia plate expired 8/9/20. We have no plates, no registration - NOTHING! Their customer service reps do not tell you any information other than it was submitted to DMV and check your dashboard. WELL my dashboard says ZERO days left! I also ran my vin through the NY state DMV to check on the registration and title status and there is NOTHING. I did a free vin/title search and it states the car has a title in Ohio issued 6/30/20! They will kiss you butt until the 7 days is over, after that you are on your own. Please just go to the dealership and buy a car!! DONT give carvana your money - they are horrible The car also did not come detailed at ALL! There was dog hair EVERYWHERE, garbage between the seats, sticky substance on the dashboard - it was disgusting. The gas tank door was broken and the inside door handle was peeling - none of which was mentioned.

Carvana has a slick buying experience & delivery to your home. Plus a 7 day guarantee. All this is great if the car in their touted technically superior pictures is accurate. Plus their inspection process and informing you of defects 100% accurately. Many are happy. Mine was a complete disaster. Pictures showed a show-room high shine & listed as 3 minor imperfections - which I agree were minor on the car. However, Carvana did not inform that the hood, 2 fenders & 2 doors had been repaired and repainted - poorly. Plus the bumper was missing a huge piece and had a 5″ tear. Oh, and 20+ other imperfections. Paint over-spray all over the car. I had two separate body shops validate and estimated $7K to repair and repaint. Customer service is a joke. Once you have the car delivered and file a complaint, you will sit on hold for hours and advocates are powerless robots on the other end. I tried to work with Carvan. I uploaded 70+ pictures, 3 word documents explaining and the two body shop estimates. Promised 3 times a leader/manger would call back - nothing. No apology at all. Buck up and try a local dealer. You can view on-line, haggle on-line & go drive/see the car. Plus an actual human to discuss any issues. Plus still waiting for Carvana to return my funds - they said maybe in 15 days! They delivered car on a Sat & removed funds on following Monday. As a note, Carvan leadership was just busted for insider trading & one of the founders is a convicted felon from the Savings & Loan mess. I wish I had known this as I never would do business with this kind of leadership. Bu I guess it explains my experience as leadership bad behaviors & ethics usually trickle within the entire organization.

Great first time car buying experience. However still waiting to be reimbursed for car inspection. Everytime I call no one seems to know why I would have to get my car inspected. Been waiting for months now for close to one hundred dollars

I started the process of selecting and buying a car on Saturday. After attempting to secure the car I wanted and deliver their paperwork I ended up on hold for 45 minutes waiting for an "advocate". I spent another 30 minutes on the phone with her. While on hold closing time occurred and she hung up on me with unfinished work. Over the course of Sunday and Monday, I battle through their system (20-40 minute hold times, people who cant review documents and people that are unable to make decisions)to attempt to get the car. By the end of the day on Monday, I finally got a 3rd person (that day) that could review ALL of the paperwork. At that point, he set the delivery for Friday Afternoon. Friday arrived and I received a message that they could not deliver it that day. They also will NOT allow me to travel to pick it up. When I asked the agent on the phone why they would set a date they could not meet she said he never should have set that time and date. Unless buyers can travel to see the car and pick it up in person I suggest you buy anywhere else. This is not "transparency" or "simplifying car buying" at all.

Absolutely horrendous experience trying to get the car registered and the customer service is absolutely terrible. I've spent hours and hours on hold or waiting in their webchat. They consistently do not directly answer questions or provide solutions and then just leave the webchat. I purchased the car and had it delivered in NM but needed to register in California. When I bought the car they told me I would have to drive to California for a smog inspection when things re-open (due to COVID). When receiving the car, I was told I would also need a VIN inspection but that I could do that in NM. After attempting to do that at the local motor vehicles department, I was told I also had to do it in CA. Since I had to go for the smog test anyway, I was OK with that and planned to make the drive (10hrs each way) once the services opened. I started getting tons of emails every day from Carvana about potential fees and fines if I didn't get the registration documents. It took hours on hold and multiple webchat sessions for them to acknowledge and confirm that I could wait until the DMV was open in California. As soon as it did reopen, I drove to California and completed the inspections. According to the website, the smog test could be scanned and uploaded and they needed the original copy of the VIN inspection mailed. I did both and I sent the VIN inspection using the prepaid envelope they sent. The VIN inspection has been lost in the mail for weeks and they have no tracking information on the label they sent. The customer service keeps blaming me for not recording the tracking number. Now I am going to have to drive back to California for another VIN inspection. But the worst part is their customer service continually provides wrong or inconsistent information, makes you wait in very long queues, and does not acknowledge your issues or complaints. I suspect it's semi-automated even once you get past the part that is openly automated because they often just repeat the same few lines even when you ask for more details or explain something further. I would strongly suggest avoiding this company!

Carvana process was extremely disappointing. I bought a 58K car. They delayed delivery 4 times after my funds were verified. No one there knows what there doing. Complete incompetence!!!!! The only reason I gave one star was when I had to pick up the car 150 miles away the delivery was neat. Car was not detailed. You would think by buying a 58K car the car would of been detailed. Then to top it off after I took delivery Carvana went ahead and took another unauthorized 58K out of my bank. STILL DONT HAVE IT!!!!! Stay away from Carvana. The old way of going to a dealership is so much more reliable.

First, I spent nearly 2 hours on the phone with one of Carvana's "customer advocates". Half the time I spent on hold while the "advocate" was on hold with my bank to get information I already provided in the paperwork I sent. After that draining wait, the advocate said everything was all set and went through. He confirmed the car's delivery. However, 12 days later and it's the scheduled delivery time, but no car. After waiting on hold for 40 mins, the advocate told me that an "underwriter" went in and unapproved me for the vehicle. An underwriter that had nothing to do with my account or ever spoke with me. The advocate said there was no reason for the underwriter to do this and that it was an error on Carvana's part. The car I researched, reserved, and put on my loan application, was pending for another person to buy it. The worst part is instead of Carvana reaching out and admitting to the other customer it was already reserved, they told me there was nothing they could do. Which is ridiculous because the other person hadn't even filled out the paperwork or decided yet if they actually wanted the car. The sale could have easily been stopped by Carvana. They claimed it wasn't possible to do that in their system. This is inaccurate due to the fact that an employee literally just did it to me. So now they can't stop a sale, which isn't even confirmed yet, when some random underwriter stopped my sale that was officially approved??? I requested to speak to a manager, but it's nearly impossible. The advocate said her manager wasn't available. Which made no sense to me since the advocate kept putting me on hold because she said she needed to ask the exact same manager I wanted to speak to. I spent almost 2 weeks excited and waiting for a car that was taken from me only a few days after I was approved. There was no reasoning, no attempt by Carvana to make it right, and I was never contacted that my car wasn't ever going to show up. I never write reviews, good or bad, but I did for the first time because that's how bad my experience with Carvana was.

i liked everything about the process before i picked up the vehicle. As i was driving the car home, the brakes were making a loud scratching noise every time i would put my foot on it. I got with silver rock and they sent me to Pep boys. Silver rock took three days to respond and said the warranty wont cover the brakes because they were recently inspected. Well whoever inspected it did not do a good job. I had to pay over 500 dollars out of my own pocket for the brakes.

This has been the most frustrating experience I have ever had. When I got my car there was no charging cord with it. Carvana did pay for one but it was a hassle and my husband and I had to drive around looking for a charging station so we could make sure that part of the car worked since we only have 7 days and it took them nearly that entire time to get back with me about the cord. Once that was resolved I thought all was good. Not so much. I then get a call from the bank that my previous car was with and Carvana paid my 10 day pay off late so now not only did I owe a fee, I now have a 30 day late on my credit report. In addition to all of that, my temporary plate was about to expire and I had yet to receive my tags or plate. When I called Carvana I was told that the title application and other paperwork was in the blue folder that was given to me when my car was delivered. Not only was none of that paperwork in the blue folder but I had no reason to even believe there was anything for me to do since I was told that Carvana handles all of that. I told them I needed a new temporary plate since mine expired on the 5th. I was first told they couldn't issue me one until after it was expired and then I would need to request it and Carvana would reimburse me for the fee. I called back on the 6th to request a new temp plate again and again was told that they can't issue me a temp plate until the one I had expired. When I told her the plate expired on the 5th I was told their system said the 6th so I would need to call back on the 7th. I told them I needed a manager to call me and was told someone would call me in 24 hours. I called again on the 7th requesting a new temp plate and was told by the staff member that she couldn't get anyone in that department to answer the phone but would call me back once she did and would get the new temp plate issued. I reminded her that I had yet to hear back from a manager and she said she would request again that one call me. HOURS later, I did get a call from a manager who explained to me that they would not be able to issue me a new temp plate because it was a Sunday and that department is closed on Sundays. When I asked what is going to happen if I get pulled over I was told that if that happens to contact them and they would reimburse me for the ticket. Apparently Carvana has such little regard for their customers that they have no problems with them driving illegally and their response is "Oh we will reimburse you if you get a ticket". Really. When I went on to explain the credit issue I was told by the manager that they would look into the issue and would give me a call back. Apparently they investigated very quickly b/c not 10 minutes later I get an email stating that they looked into the matter and the easiest way to handle the credit report issue is for me to dispute it. When I tried to respond to the email I received an auto response that the email was not monitored and I couldn't respond to it. So had to pay a fee, notice on my credit report, having to drive illegally for at least two days and still no tags or plate. Ya I'll take my chances next time haggling with a salesman and sitting for hours in a dealership over this experience. Extremely frustrated at the lack of concern over these matters.

Tons of issues with the car, terrible communication between SilverRock and customer, no communication between SilverRock and Carvana. One hand at Carvana doesn't know what the other hand is doing! Talk to 4 different people you'll get 6 different answers for the same question. My recommendation: ONLY BUY CARS THAT HAVE NO ISSUES FROM CARVANA attempting to get issues resolved through SilverRock is a nightmare!!!.!

I started a purchase back in October the first car I had was a mustang that didn't last long and the rear end went out in the trial period so I took the option of replacing the vehicle with another as a major repair like that made me feel very Uneasy about the rest of the car, So I got a Jeep liberty which broke down on me for my family Holiday vacation it seems a computer module went out in it, after a bit stressful back and forth with they're warranty company (Silver Rock) it got repaired. Now I take this car to the Jeep dealer because The Sky Slider ( Cross Between convertible top and Sun Roof) will not close and has come off track the dealer says Parts are obsolete and not made anymore for an 8 year old vehicle. So I bought a Vehicle that is Obsolete, the roof balloons up if you go over 45 mph you can't here while driving because it is noisy. How long will this go on until the roof blows off and causes damage or hurts someone, so out of fear I can't drive it. I called Carvana and Basically was told since I am out of they're 7 day period "OH WELL". Now I have a OVER PRICED TRASH CAN, that they are sure going to want payment on, I'm Not thinking so. Now I know why they wouldn't extend any type of Warranty besides the seven day that they tout. Lesson Learned " BUYER BEWARE". DONALD JONES 2012 JEEP LIBERTY. DON'T FALL FOR THE GIMICK LIKE I DID!!! Lesson Learned

Was delivered on time. Check processed on time. Registration processed on time. HOWEVER, more dings and scratches then was shown on 360. When complained gave me $100. They could careless after you receive the car. Friend told me still decent deal so kept the car. Customer service is fast but really is fast response to say "sucks to be you, because we don't care at all."