Carvana

Forced me to drive four hours of my way to pick up the car and when I arrived the radio, screen, and usb charge were all broken. It ended up being an issue with the battery but my car was not inspected on site before I arrived. I rejected the car outright and now Carvana won’t do anything to help remedy the situation because “their warranty would cover any fixes.” How about not selling me a broken car in the first place? The customer service leads are also HORRIBLE and rude. The customer advocate lead I spoke with actually told me it wasn’t her job to help be brainstorm a solution to buy a new car through Carvana. This company is a total scam - DONT waste your time or money.

Carvana’s business model sounds good in theory and would work if they were an honest and ethical company, but based on my experience with them and all of the terrible reviews they have received, this is just not the case. Carvana gave me an offer to buy my car and backed out of the deal at the last second saying that the market for used cars is not good right now because of the coronavirus. I was told by multiple employees that the offer would still be good as long as I had an appointment with them to sell my car. This turned out to be a lie. Now that Carvana weaseled out of the deal, I am stuck with 2 cars, 2 car payments, and nowhere to park the second car. These people will totally screw you over if it benefits them. Doing business with Carvana is like playing Russian Roulette; you may come out okay, but you also have a good chance of being totally screwed. I will never do business with them again and will tell everyone I know to stay away from this terrible company.

My experience with carvana started on October the 14 when I purchased a 2011 a 5 Audi by October to 21st engine light came on get to the shop mechanic told me needed a new engine they replaced the engine they told me the engine had 20000 miles the next week back in the shop again needed to replace another engine for the 2nd time it's not up until February to 28th they decided to swapped a car the new card that they sent me is E350 Mercedes Benz 2011 from they delivered the car and pulled off engine light came on took it said a mechanic needs the intake manifold in and transmission problem absolutely no fluid inside the car now they say they inspect the cars before send it to you but I got two car that's no good completely empty no washer fluid called them to let them no that I played 135 dollar to mechanic that how I no the cars is no good I called carvana and let them no that the second car no good miss lisa l told me that they will give me a third car of my choice but I will have to pay them the 400 dollar to them up front before they send me another car and if engine light come on this third car I was on my own ho those that this a big company to tell your customer that they are on they own after sell them not 1 but 2 car that has engine problems I was still willing to work with them until some manager I don't even no his title he came on phone with this attitude like we will just give you your money back and that should be the end of it them to work with me on a 3rd car mrs Lisa L told me they will send me another car but I'm on my all day company policy is they get a down payment upon delivery so because I reverse my $400 payment that I had to give them for the 2nd call for the 2nd delivery they refused to deliver the 3rd car and less they get payment up front so they had somebody else give me a call and he was just rude nasty and very aggressive to me is to the point now where they don't wanna deal with the issue so now I have to sit and wait weeks for them to give me back all my money that I paid from October I'm inconvenience with no vehicle this is a company that lies to you they don't do no form of inspections on a vehicle if they do I will not have received 2 vehicles with engine problems carvana will sell you a lemon and the customer service representatives are rude inpatient do not wanna deal with you they brush you off day way of resolving staff is giving you your money taking your car back and leaving you car less I will not stop until I exposed kharvani

I was suppose to receive my car delivery today at 12:30pm. This morning i received a call from Carvana informing me that they don’t have the title and I would be receiving the car 4 days later then the agreed upon date. When i called Carvana the manager TJ said "It is what it is" and "its just a few more days". Thank you Carvana for making a great experience into a crappy one.

I tried to buy a car from carvana; however because I live in an island where no one gets street delivery from the post office; we only have post office boxes. So since carvana only uses post office physical addresses; they will not sell me a car!! It doesn’t matter that I have always had 2 vehicles registered with nc dmv for the past 20 years that I’ve lived here! It doesn’t matter that UPS and FedEx uses my street address and knows that I exist!! So I guess no on on this 50 mile island, who only get mail in a P.O. Box can buy from carvana!! Get with it carvana we are in the 20th century; there are other delivery services beside the post office!’

My experience with Carvana was horrible. I got the 2013 Nissan Leaf(a charging car). I drove home & to get something to eat, & it said I needed to charge it. To make a long story short I had to get towed home that same day. I told them everything that happened they weren’t willing to get me a rental or another car. They said I had to wait til that Monday to swop the car out. So I had it towed to a charging station. It wouldn’t start or anything after that & they still weren’t willing to get me a rental or another car. Finally I went somewhere else & got a car. I canceled my order with Carvana & still haven’t received my down payment back yet, and they have been gotten the car back.

Firstly I am the current owner of a Carvana vehicle. Told everyone from friends and family how quick, easy and painless the process was. When it came time for my wife to purchase a newer vehicle I talked her into going the Carvana route. The two experiences could not have been more different. Vehicle was missed represented on their web site, both in the description and using the filter. Vehicle was listed as 3rd row seating, it was delivered on time but missing the listed 3rd row. The Carvana representative that delivered the vehicle reassured us that Carvana would make it right, which I believed as my past experience was positive. As this vehicle is on a universal frame that already has the bolt pattern for the third row installed we offered to pay for a mechanic to install it if they would pay the 300 dollars for the seat and bracket. After a few phone calls and a lot of lip service they did offer a 100 dollars for the inconvenience. I have already paid the prorate on my 6 month insurance policy, as directed to do for the drop off, so keeping the vehicle is in my best interest also. They will have to pay for the pick up and delivery of another vehicle or to get our trade in back to us. This is another problem with their business model, along with others list on the BBB, it's more expensive to keep transporting vehicles back and forth than the cost of an advantages solution for both parties. I as well as most people would be fired form my job for not taking the cheaper option for my company and keeping the client happy. So I echo what a lot of these reviewers have said byer beware. If you want to be lied to and play bait and switch games stick to the old bye here pay here lots at least you can see the vehicle before you buy it or pay to switch insurance on it. Expected more from this company, you have lost yet another retuning customer over a minor fix. Keep up the good work Carvana.

I want to begin this review by saying I seldom leave reviews. I feel I must after what I just experienced. I had such high hopes for Carvana and after weeks of reading reviews and searching for the perfect car, I finally decided to give them a chance. It quickly turned into a nightmare for me almost immediately once I signed the contract. I spent so many hours on their website searching for the vehicle I wanted. I wanted to give them my business because they were willing to give me the most for my trade. The first time I got it appraised by them, they offered me around 13,000 on a 2017 Camry with 55,000 miles roughly on it. A week went by and they needed me to do the appraisal again and of course I had almost 56,000 on the trade at that point. Nevertheless, they still wanted to offer me around the same. I chose the vehicle, secured financing on my own, and signed a contract for the agreed amount. I literally received a phone call 20 minutes later. I was certain it was a mistake when I heard the lady say..."Since your car now has 56,000 instead of the 55,000, we will now only offer you 10,000 for your trade. WHAT!?!?!?! 1,000 miles more on the car means $3,000 less for the trade? When I spoke, she mentioned that because of COVID-19 the appraisals are much less. KBB values my car at $13,000. During this time many people would not be buying a car and they want to low ball the heck out of me? I wanted to give them a try in order to avoid all the shady crap at dealerships. It did not work out that way for me. I think it might have something to do with the fact that I secured my own financing instead of using theirs. They want 8% and I found financing at 4%...why would anyone want to use double APR? I am very disappointed in Carvana and will never give them my business after this. I went to a local dealership and they offered me 14,400 for my trade and I came home with a brand new Ram Truck that day.

I was first offered a lot more money for my vehicle a week and a half a few thousand less, nothing had changed on the car other than it having 10 more miles. very disappointed in carvana. I will say that their app is very easy to use and the process is easy. But they should stick to what their original offer was. The vehicle has no damage inside or out and only had 19450 miles for a 2013 car the only reason I am selling it is I have cancer an I don't drive anymore and I hate seeing it sit there not being used. Carvana told me it was due to the current market, I think they're taking advantage of the whole coronavirus situation!!!

I requested an appraisal of a 2005 Toyota 4Runner with 124,100 miles on it. the appraisal value came it at $4212. After accepting the offer and supplying all my paper work Carvana changed my offer to $3827. They said because the Odometer was changed. In the picture I supplied showing the Odometer at 124,026. It was 74 miles less than I estimated. They said they could not longer stand behind the original offer. I did not change anything just accepting the offer. I can only assume someone saw the picture and update the Odometer field. This PLACE is a total SCAM changing an offer after it is accepted. I could see if It was more mileage but less....

Bought a 2016 Miata, supposed to be deliver so my mechanic will take a look at it but it got delayed so I’ll have to pick up at the vending machine. The experience is nice and simple as well as magical but the truth is. This car is not as advertised because their picture on the website is so blurry that you can’t really see all the damages and imperfections. I’ll be returning it tomorrow. First of all, the car has a hidden fact that it’s been to a repair shop from the previous owner. I found a repair estimate sheet and bunch of paperworks in the glove box indicate it has been in accident and the front right fender and front bumper has been repainted. Second, the tires are at the minimum. Even though they claim they won’t swap the tires since it meet “Their” standard, however the tires have already shown wrinkles and that’s a clear sign for aging tires. It’s not safe to drive by any matter. Third, the cross bar straps inside the convertible top have completely snapped off in which they help secure the top in place, even though it’s not a crucial mechanical issue, but if you inspect the car thoroughly it can be discovered and it’s not safe to drive like that at highway speed. I’ve searched it up and it has a TSB but takes a good amount of money to fix. But Carvana don’t really care obviously. Fourth, the instrument cluster brightness adjusted stick is on the edge of broken apart. Fifth, the driver side side skirt has been pushed miss aligned, that’s another sign of theirs vehicle has been in accident or at least been hit under body. Six, I found a dent and really bad touch up point on the front right fender. It is not noticeable if you are BLIND. Seventh, the panel gaps between left headlight to the hood and right headlight to the hood are noticeably different. With all that being said, even it’s a relatively new and low mileage car, it has been trough a harsh ownership, and it seems like Carvana did NOT really complete their “multipoint inspection” LMFAO. My suggestion. If you DON’T give a damn about your new car and just wanna drive off like a tool from point A to point B, bring a mechanic with you to make sure it’s in good mechanical condition, if you’re a car lover or enthusiast, don’t waste your time, or at least take two hours to go over the car yourself.

Signed an agreement to purchase a 16K dollars vehicle from Carvana and got the notification that the car is delayed the day before it supposed to arrive. Chat with Carvana if they could compensate me for a rental car since I have to drive far for a job this weekend. They replied that delays are uncommon but no they will not help and the best option I have is change vehicle if I want....Offered no other solutions. I am sorry but I expect more from a multi-billion dollar company and especially when I have an agreement to spend 16K+ dollars with that company. I am currently working for a multi-billion dollar company and this is definitely not how you treat customers.

I bought a car the week before Christmas it’s February 11th and I’m currently still waiting on my registration. How’d they make this right? Oh they rented me a sedan without all wheel drive, when I bought a SUV with all wheel drive because I live in Maine. There have been multiple snow storms this week so I’ve been in a vehicle that doesn’t make me feel safe and have had to dig my rental car out of my driveway and drive down to the enterprise location to dig out my SUV there multiple times so that when I can FINALLY drive my car it won’t be iced in by a couple feet of snow. Hands down the most stressful car buying experience of my life . I’ve called multiple times to remedy this issue and haven’t received call backs with the exception of one woman who did at least have the courtesy to follow through with a call back.

1st car I got was beautiful, but was loaded with electrical problems, so they let me exchange it no questions asked, I was very disappointed because that was the car I really wanted, but I found another one, it too was awesome looking but upon driving it I felt the transmission struggling and almost left me stranded, I thought these cars were looked at by ase certified mechanics and 150 point inspections done, I promise whoever looked at the 2 cars I tried to buy A: didn’t do their job or B: not qualified as carvana says, or even a combination of both, I am very dissatisfied with carvana and I feel as if they tried to purposely sell me junk,so now I’m without a car , hours of my time lost, and complete distrust for carvana. I Do Not recommend carvana in any capacity for purchasing a vehicle, they didn’t even offer an apology or resolve Shame on you, I will tell everyone about this experience as often as I can, I would have left zero stars if it would let me

Car was delivered with multiple interior/exterior scratches then mentioned when i bought the car. ALSO the vehicle came delivered with a crack bumper.. that wasn't stated in the vehicle description. I contacted carvana several times. The warranty sucks. I called Silver rock Warranty and carvana many times. I've been back in forth with them for at least a month now. My bumper was supposed to get fixed. I called the repair facility and silver rock both are clueless on what to do. So looks like my bumper won't be getting fixed cause its been more than a month. im supposed to be waiting for a call back .. for them to approve it and send the money over but they're both on different pages. I did my part by getting the estimate and carvana told me that the repair shop and silver rock will do the rest. False. It's been a complete crap show between both companies.

Carvana is a scam. Service stinks. They are used car salespeople with an app. They say anything and you never deal with one person. Story is always changing. They change the rules as you move through the purchase. They only deliver to certain places and will not keep up what they advertise if you live outside areas which cost too much in time and gas to reach. They will not tell you this. I am reporting them to the Better Business Bureau and the NYS Attorney General for false advertising which cost me time and money. I am canceling my purchasing after everything was confirmed, because they do not want to deliver the car. Hope this doesn't happen to you.

Never again! I found and ordered a vehicle prior to Christmas, which was scheduled for delivery on 12/27. Shortly prior to the 27th, I was notified that there had been a delay, and the delivery wasn’t possible until 1/2, a week later. It is now 1/2, and I receive notification hours prior to delivery that again there is a delay, and I have been re-scheduled for 1/4 at 6pm. It will be pitch-black dark at 6pm. So now TWICE have I changed my schedule for a delivery that doesn’t seem that this company intends to make. I can assure you that they set up financing with no delay so they get their money. A call to customer service revealed that the vehicle is scheduled to leave their facility at 5pm—it was supposed to be delivered to me at 4pm—how does that work? Buyer beware! If you want an actual vehicle, instead of pictures of one, I suggest you go elsewhere.

I had a few minutes to see the ABUNDANCE of positive reviews on the site, and honestly am finding all these 5 star ratings "Too good" to be true. Its almost apparent they are fake, and paid for. My car arrives after 14 days of "Shipping". (In October) With two flat tires. Just dropped off, no delivery whatsoever. Since it too such a long time to ship, my 7 day test drive had expired. After informing the staff several times about this issue, no one corrected the 7 day timeframe to my knowledge, nor offered to correct the two flat tires I sent pictures of. Then, withheld my temporary plates for 14 days, (which would not allow any testdrive of the car whatsoever) because they "Lost my paperwork". After re-submitting the paperwork at least 3 times, they finally released my temporary plates so I could test drive, only to then refuse any repairs to the car. I was able to drive the car for two weeks, until those temporary plates ran out---Only to be told I would need to just wait on the actual plates to arrive. WELL----It has been 4 months! 4 months of constant phone calls, chats, and constant request to expedite this. Carvana graciously offered to reserve me a rental car at a location over 4 hours away! (After requesting them to relocate reservation, I was denied) After arriving to the rental car location, they didnt have my reservation information from carvana properly, and would not supply a car. So I drove home---another 4 hours with no car. They then offered $250---as I have been out a car I paid for for over 4 months.

I had a truck that was supposed to be delivered today (Friday) at 11:30. It didn't pass smog, the back up camera didn't work, they didn't have a key for the rear cover. I jumped through hoops getting them what they needed and in return, I was on hold for hours. I was supposed to be delivering Christmas packages for needy families tonight and tomorrow with my newly acquired used truck. Instead I had to get a rental to play Santa Clause. They did get me a rental at the lowest rate they could so instead of making 1 trip I will make 5-6. No one seemed to care at all if I did or didn't get the truck today or for that matter anytime soon. I am very disappointed with the whole experience. I would NOT recommend Carvana to anyone. It has been a huge disappointment.

Where do I begin...first off the vehicle was not available when said due to presumably a repair needed due to an in house problem. After multiple inquiries, it was said the bed of the truck needed to be replaced and it would be available at X date. Once vehicle received and I asked about the bed replacement, I was told they have no record of such a repair...I negotiated that the shipping would be 150 dollars off but that it would be credited after the 7 day acceptance period once receiving the vehicle. I asked for email confirmation of this and received it but when I went back to search for the mail it was nowhere to be found??? Needless to say, it has been 6 months with no check yet in the mail. Then...I was told the vehicle was serviced... with putting less than 1K miles on it, I changed the oil and it was very apparent from the looks of the oil that it had not been changed in the allotted service time much less within the last thousand miles. So thanks Carvana, I learned a very good lessen- stay away from your business!!!!!

bought a 2017 Alfa Romeo off Carvana and got a text message before delivery day saying the car is delayed. It was delayed a Week and then when I called Carvana they said the truck broke down. I had to wait a week and the night before the delivery again I got a text message saying car is delayed again and they will call me in 24 hours. It was delayed another 4 days because of another truck breakdown. I was so disappointed with the service that I ended up returning the car and when I called in to see what options I have the Carvana lady told me that I can cancel it. They don’t appreciate your bussiness. Very Dissatisfied. I will never buy a car from them

Everything was great until my temporary plate expired. There was a problem between Carvana & the State of Illinois. I called Carvana & they put me in a rental car until the plate transfer issue was fixed.

I purchased a car from Carvana in August 2019 and by December I need a replacement battery that Carvana won't pay for because it's a wear and tear item as they called it. They claim they tested the battery before the car was sold to me but it good bad is 4 months, confused and frustrated. Now, I have to shell out $140 for a battery after I just made my car payment, thanks Carvana for making this a merry Christmas.

Carvana just does not tell the truth! They tell you they only sell "accident free" vehicles. This just is not the case. I bought a luxury car from them a little over a year ago. I had the car a little more than 2 months and it was in the dealership service center than my garage. I finally decided, I had bought a lemon and called Carvana just to see what they would tell me. At first they pulled an "updated" carfax that showed I was in an accident with the car. I have not been in an accident in over 25 years. It turns out the previous owner was and they bought the car from that person and before doing their do diligence to verify it was "accident free" they sold it to me. Circumstances forced me to give them the car back and buy a different car from them since they no longer had my trade in. I ended up taking on an extra 10k in debt because I had on real other choice. I would have sued Carvana but I have in a cancer battle and simply needed a car at the time. DO NOT USE CARVANA

Two bad vehicles in a row. First was a 2017 Civic which looked like a dog vomited all over the cabin when it was delivered. Declined receipt. Second was a 2016 Mini Cooper. Different vehicle arrived than what was advertised. We were desperate for a vehicle at this point, so the company offered to replace severely sun-damaged lights, grill, and replace a malfunctioning drivers' side seat heater. Partially reimbursed for the rental car after weeks from filing a claim (Silverrock insurance is a joke). Then discovered the car wasn't serviced prior to delivery and we incurred an additional $250 for fluids flush and replacement. This was verified by the car diagnostics. After a month, we still don't have our permanent registration and the temp tags expired two weeks ago. In total, we've spent more than 15 hours on the phone with the company's reps.

Don’t waste your time here Be aware! Terrible customer service and executive team Lisa, I would not reccommend Carvana to anyone. Unprofessional staff. My car delayed twice. The car that I recieved was so dirty. 150 point inspection? I don't think so. Waiting for my register for 2 months and I sent a loan check to them but they never deposit it, untill it expired. Two months later they ask me to go get another check I have to went through a lot of troubles to apply for another loan. The executive team Lisa which is the highest level, she said, It is what it is, we want your money, there is nothing that she can do. Really? Carvana? At this point, as a customer I feel really disappointed, it's not event my fault and I feel that they under value the customer and they don't really care how you feel. DO NOT BUY THE CAR FROM CARVANA The only thing that I like is the technology vending machine it was nice experince but not worth the time.

Went on carvanna looking for a car. Found a dodge charger low miles looked real good. The process was simple the operator's were quick and helpful.. set a date to pick vehicle up took the day off work getting all prepared to get ny new vehicle. The pick up time was to be at 11am i get a call the night before and was told i couldn't pick up the care over registration reasons and i couldn't get a answer til monday since it was Friday and i guess they closed on weekends whoever was to help with my situation. No big deal. So i get a email sunday saying the car will be ready Monday at 5pm resign the contracts take the day off work again only to be told the same thing but this time they said it will be a week and half or longer to resolve the situation. So i just said I'm good I'll get a car the old fashion way...

They failed to send all of the documents to complete my registration in time, even though i signed everything within 1 week of purchase. The website said my registration was "submitted for processing," and the representative said it could take up to a month, so i didn't worry. I contacted them when my temporary license was about to expire and was intermittently placed on hold for almost 3 hours while they realized their mistake and resubmitted the paperwork. They then offered me 200 dollars for my time and "transportation needs" over the next few weeks as they sort it out. I have 3 small children in car seats, and this was a hugely stressful experience. I will not buy from them again or recommend them as a company.

Logistical Nightmare. Preface - We are in northern Wisconsin with plans to travel to our Arizona residence leaving around December 1st. We bought this car with plans to drive it from Wisconsin back to Arizona for the winter. Friday, November 8th: We picked out the car, Carvana took the down payment, we signed our documents and the verification process was completed this same day. We then waited, as instructed for someone from their delivery department to reach out. Thursday, November 14th: Five business days went by with no communication from Carvana to arrange the delivery. WE called THEM to ask where and when we would have a time frame for delivery of our vehicle. We were told that during their inspection they were putting new tires and brakes on the car. Great! Ok so we waited – again - for their call to arrange delivery. And we waited. Tuesday, November 19th: We had not heard anything so called Carvana. We were told that a driver had not selected our order to deliver. (We had chosen to have the car delivered to our door at the onset of the process). I get it - truck drivers can pick and choose routes etc. We then spoke to a very efficient customer service representative who was able to change the delivery method to a vending machine in Chicago so we could pick it up. Ok, awesome – Carvana has us scheduled us to pick up the car from a vending machine in Chicago on Tuesday, November 26th. We purchased plane tickets to travel to the pick up location which Carvana would reimburse $200 of. We have arrangements to get to the airport which is two hours away. Great! We had a hard delivery (pick up) date. We signed new contracts due to it now being considered a pick up not direct to door delivery (another 15 day delivery/pickup timeframe was then reset - keep in mind they took our $10,000 down payment out of our account on November 8th.) *We are still all ok with all of this, as we are flexible and now understand more about Carvana and the delivery/pick up process. Sunday, November 24th: Two days before our flight to Chicago to pick up the vehicle we get an email that the delivery to the vending machine in Chicago is delayed. Keep in mind, no call from Carvana - we had to call them and were told that the earliest they MIGHT have the car in Chicago was now December 9th, but there is no guarantee there won’t be another delay. November 25, 2019: Here we are, once again waiting for Carvana to call us to discuss our options. (we had to call to get on their call back wait list) Should we buy plane tickets again, waiting on you to get your logistical tangle figured out? Keeping our fingers crossed that it will be in your vending machine on December 9th? Should we change the contract again so you can deliver to our Wisconsin or Arizona residence? Should we rely on you to load it into one of your vending machines when it’s convenient for you so we can pick it up? Do WE need to be more flexible than we have already been because we really want to buy this car from YOU? I think not. At this point we are done. Our flexibility has limits. We have cancelled the contract. We are now out the $200 plane tickets which you will not reimburse because we cancelled our purchase contract due to your chaotic logistics. Nice try Carvana, my suggestion to you is to get the logistical kinks worked out before you advertise how easy it is to actually start DRIVING a car that was purchased from you. A lesson learned. We have choices.

The initial pick out your car, get approved & order your car part is easy & hassle free. However, buyer beware. It ends there. Shipping was delayed, several days with no notification. I paid $400 to have it shipped, it was 8 days late at delivered at 10pm. My 7 day "trial" was expired before I got the car & I was told there was nothing I could do about that. There were numerous cosmetic imperfections that were not listed when I ordered the car. Within the first week of having in I had 1 tire blow out & another with slow leak. My mechanic said 3/4 tires were dry rotted. Guess what's not covered under any warranties? Tires. 4 new tires. My temporary registration is for 45 days, I never received my paperwork until day 27. Mailed it back on day 30. Here I set 94 days in, a vehicle I can not drive because my registration STILL isn't finished. The title needed flipped, which somehow wasn't discovered until recently. I'm a single Mom, I'm going to lose my job because I have no legal vehicle to drive to get there currently. Then I'll lose the undrivable car since I can't afford it with no income. I can not stress how much you need to avoid this company! I wish I had read the BBB reviews & not the the fake ones on carvana's website.

Ordered a car online in the beginning of September. I went through my bank to finance because the Carvana rate was insanely high. My car was set to be delivered on September 18th. I received an email (an email and not a call) on the night of September 16th stating that the delivery was delayed and for me to call. I had to call twice to reach someone. I was told that they could not deliver now Until October 1st. I complained and asked for the delivery fee to be returned and had to be transferred to another department. I was offered $25 per day at the most. Carvana made me take out car insurance starting Sept 18 (the day my car was supposed to be delivered). So now I am stuck paying a car payment and car insurance for almost a half a month on a car that I do not have. Carvana’s response? For me to call back every day and check. Dealers charge fees for a reason and that is customer service. I asked Carvana what would happen because the payoff amount on my trade in would be different due to the delay in shipping. Carvana told me that Capital One (who was receiving the payoff amount in the contract) would have to refund me the over payment. Skip to delivery date on October 1st. Car is delivered by someone who is new and the car does not have the features advertised (BACK UP CAMERA). I have to again speak to someone in management who says that what is advertised on the web and their APP can be two completely different things. SERIOUSLY! So I say fine and they offer me $100 for their error in advertising and I buy a separate camera system and have it installed. Car registration was for 45 days and here it is November 15th and I still do not have my tags from October 1st. Did Carvana call me to explain the delay? No I had to reach out and ask and they emailed me another temporary registration, but I have no idea where the actual registration and tags are in the process. Also I called Capital One to find out when I would be receiving the refund on the over payment based on my trade in value changing due to Carvana's delay in shipping. Capital One explains that they only received the exact payoff amount and not the amount on the contract that I paid and signed for with Carvana. So I called Carvana who tries to explain to me the breakdown after even speaking with finance. So they speak to finance and still refuse to admit to catch that they have tried to steal $450 from me. I insist that Carvana go back and check my contract versus what they paid to Capital One and they FINALLY realize that they did not send in the contract pay off amount. Not only did they not catch this, but they did not even acknowledge THEIR complete and total error in keeping $450 in over payment on my trade in value. So here I am 45 days after receiving my delayed shipment car that was not as advertised, still with no registration and waiting to find out how Carvana is going to get my money back to me ASAP that they tried to steal from me.

I ordered a car with Carvana on 10/08/2019. It was set up to be delivered to me between 10/16/2019-10/18/2019. I received a phone call 10/15/2019 that the third party hauler never picked up the vehicle and they are looking for another third party hauler to deliver the vehicle. I was able to find a cheap flight and do their fly and drive program. I spoke with them confirmed I would be able to pick up at their Nashville location 10/20/2019, booked my flight, and everything set up. I received a phone call 10/18/2019 stating that there was a delay and I wouldn't be able to pick up the vehicle in Nashville till 10/23/2019, i thought this was ridiculous seeing how it was located about 20 miles away from their Nashville location, made the girl look into it, she looked into it, found out that the third party hauler actually did pick up the vehicle and I could expect 10/19/2019-10/20/2019. I received a phone call 2 hours later from third party hauler than my vehicle would be there in 2 hours. IT THEN took them 3 weeks to send me my registration paperwork (that states they'll have to you FEDEX overnighted within the 7 days) I received it 11/07/2019 and sent it back to them 11/07/2019, they received it 11/08/2019. I received a text message now stating that the registration process has now begun and Carvana will finish their part in about 2 weeks. My temporary plates expire 11/17/2019. They won't even finish their part before my plates expire. They are calling the DMV to see if they can get a new temp plate but lets get real the DMV isn't gonna issue a new temp plate because they messed up. They offered a rental car but not equal to what I purchased, and they refuse to pay my car payments till i receive my plates. I shouldn't have to pay for a car that I can't drive due to no fault of my own but 100% their fault. After reading other reviews this seems to be a common practice for Carvana.

I bought a car and financed it. Carvana would not let my partner be on paperwork or registration because they provided me the loan. Getting my plate and registration took so long I had to say I was going to contact the Attorney General's office and they got it that day after waiting 70 days. The car came with a small dent and two rims badly scuffed up. They offered me $100 and no more. I got an estimate from a very qualified body shop at $744 even after all that now they won't send me even the $100 until I show I paid the body shop before they will reimburse me. The problem with that is every item to fix is well over $100 each. They were quick to sell me a car, but lack customer friendly service. I'm not expecting to see any money back from them.

What a horrid customer experience. I read all the negative reviews on Carvana on 3rd party websites, but thought I would be fine given all the great reviews on Carvana’s own website. I should have known better. I’m not going to drone on and on, but basically, here’s what happened: 1. Ordered 2013 Porsche Boxster online via their website. Easy breezy! Got approved for financing through capital one auto 2. Set up a delivery date and got excited! 3. At the time of delivery, I get a call from the delivery guy saying he couldn’t figure out how to get gas into the car so he can deliver it to me 4. Carvana took the Porsche to a local car shop here in Atlanta. The car shop couldn’t figure out what was wrong with it and said there wasn’t anything wrong with it. I had to make the phone calls to carvana for status updates 5. 3 days later, no updates from carvana, still don’t have the car I ordered, no clue what’s going on. Was told by one of their customer service managers that they would personally see to it that I was “taken care of”. Never heard back from anyone. 6. Bought a nicer Porsche Boxster from a local Atlanta Porsche dealership today at a lower price, with a two year Porsche certified unlimited mile bumper to bumper warranty, that’s in better shape with more options 7. Took 1 hour to get in and out with my new Porsche using the dealer. 8. Carvana SUCKS. I’ll never give them another chance to earn my business. STAY AWAY!

I tried to buy a 2017 Volvo S90 from Carvana over the last 2 months or so. After a car was picked, I was given a delivery date about 1.5 weeks out. About 2 days before the delivery date, I was told they lost the keys to the car and had to have new ones made. This delayed the car delivery about 1.5 weeks. The morning of this delivery I received a call from Carvana's local delivery company saying there was an air bag light that came on and he couldn't deliver the car. Carvana took 4 days to find out that the air bags needed to be replaced. I immediately canceled this car purchased and informed them that I'd buy a different 2017 Volvo S90 available on their site. They were able to confirm a delivery of about 5 days later. However, a day before the delivery they called me to inform me that a snow event has caused a delay of another 1.5 weeks. At this point, I had had enough, and I canceled the deal all together. The people at Carvana are friendly and I'm sure they mean well, but you get the feeling they don't know anything about cars or their system. I've found many errors on their website and pointed them out. If you have a specific question about a car and it’s not already listed on the website, they have no idea. Seems like Carvana just hires people to answer phones without any training on what they are selling. Ended up buying a car for more money from a traditional dealership just to avoid dealing with Carvana’s delays and lack of customer care.

Oh boy. Honestly, I am truly an optimistic person. Things like this usually don't get to me, but my god has this experience been AWFUL. Okay. So lets rewind to the first roadblocks: the purchase process. The first vehicle I selected, my purchase was cancelled three times for processing errors. I had recently moved and not updated my address with the DMV, so that was on me, but I wish I had known I needed to upload a change of address pdf. Got that in, onto the payment verification. I spoke with a rep and we talked to my bank together to verify the funds in my account, but then the next day my purchase was cancelled for not having my funds verified, so I assume the rep forgot to change the status of my order when we talked. Another day passes and I go through the entire process again and finally get an official confirmation email. Cool, I'm stillk pumped to get my car delivered to me without having to drive the terrifyingly dangerous interstate that surrounds Philly. Fast forward a few days and the delivery truck breaks down. OK I guess, things happen. They reschedule me for 8 days later. The day of my rescheduled delivery, the delivery driver calls me to say he got in my car and noticed it was a stick shift. I appreciate him taking the time to let me know, and he walks me through the process of picking another car and verifying that it is automatic. So again, I suppose that's on me for not knowing. I didn't know they still made manual cars but ok. Okay round 45879143 get on the phone and put a new order in with the customer service rep because I just want to speed this up and have it all confirmed same day. I get it confirmed and pick the nearest delivery date, yet another week out. Ok. Two days before my delivery, ANOTHER EMAIL. The "truck broke down again". So I have to call the next morning and reschedule my delivery again, for another 7 days out. I explain my experience and situation to the rep, and they just go through a spiel about how it is made very clear that delivery may be delayed. At this point I am completely defeated, but I plan to call again and talk to someone else to see if they will PLEASE knock off my delivery fee because this is downright ridiculous. Or better yet, I will go to a dealership tomorrow that has the car in stock and drive away with a car the same day. This process has thrown so many wrenches into my work schedule. I own a dog walking business and I really need a car to get from client to client. I have been literally walking to my walks, so I can walk some more. I have been promising my clients for a month that I would have a car and they probably don't even believe me anymore. I don't believe me anymore.

I bought a 2019 Dodge Challenger with 30k miles 2 months ago a month before I bought it the crank sensor was serviced in the two months I have had the vehicle the vehicle has been in the shop for a month of it. The vehicle was repaired with after market parts which voided the original factory warranty. The repair was not disclosed and the car has been a lemon purchase. Carvana also damages the vehicle in transport to the pick up and refused to list damages on the carfax when I asked and the rep told me it would be to protect the resale value. Carvana will hide the history of a vehicle to make a sale. Now I am stuck with the tow fees and unreliable transportation two month into a 72 month agreement. Do not use Carvana!!!!!!!

I bought a car from Carvana and the experience is not what they pitch. My car was supposed to be delivered at 11:00 am on a Monday morning. At 12:30 I called them asking if the car was still going to be delivered. I was put on hold while they called the Gaithersburg location to ask if there were any delays. I was told there were no delays and my car would be delivered on time. I asked how that was possible if it was an hour and a half late. They put me back on hold to ask what was going on. I was then told that the person who delivers the cars wasn't coming into work so they weren't delivering cars and I would need to come in (an hour away from me) if I wanted the car. So I was lied to. Carvana then gives you temporary license plates while they get the registration done. I called 2 days before the temporary plate expired asking what was going on. I was told I needed to go to the DMV to get another temporary plate. Keep in mind the whole pitch is you don't go to the DMV. I waited two hours in line at the DMV and was told I can't legally get a temporary license plate for a car that hasn't been registered to me. I called Carvana, pretty livid because the whole experience so far is a scam. They told me they would email me another temporary license plate immediately and overnight a physical license plate. Fast forward 24 hours, I never got an emial, never got a licence plate, and now cannot legally drive my car because the license plate has expired. The concept of the company in theory is great, bu they clearly cannot execute it. I would not advise going through Carvana for a car.

Absolutely the worst car buying experience EVER! You people should be ashamed. EVERY TIME I speak to you about the same ongoing issue, I get completely different answers each time. I purchased my car a couple mos ago. I received a call at the last minute letting me know their hauler wasn't working and 2 of their reps had to personally drive my car to me, from GA to NH. I was in desperate need of a car, so I accepted their offer. The car was a filthy mess inside and out upon receiving it. After the initial 7-day test drive, learning more about the car, which was skipped entirely when going over the car in person, I learned that my car was almost bone dry in oil and needed to go for an oil change right away, which is not 100% typical when buying a car through a so/called reputable company. After another couple wks, I realized that my temp tags were about to expire. I called Carvana to find out the status of my registration & was told, I never sent in a Ltd. POA which you all need to act on my behalf. I signed not only the POA, but a stack of other forms, in the 2 Carvana employees' presence, as well as in front of my husband. The 2nd Carvana rep who was there that day even signed as a witness & the 1st employee notarized it. The woman on the phone, when I later called to find out the status had the audacity to ask me "well maybe you accidentally kept it, so you can go get it notarized?" Ummm....?!?!??! If she had ANY CLUE, she would know I couldn't bring an already signed form to get notarized by another party who didn't witness the signing of the form.. AND, coincidentally, you have every other form that was signed by me on the date of delivery of my car.. just not the POA?! So, not only do you all not know where that form is, but there is a signed POA, just floating around somewhere. So, you all got me a new POA which I signed, notarized & overnighted back to you ASAP. All during which, Carvana told me to go to the DMV, with only a P&S in hand to beg for another temporary plate. Which I did. And received. And fast forward again to 2 days ago when I realized my temp tags were about to expire again. So I called Carvana and asked what this 2nd hold up is about. It's been well over 2 months and any communication about any of this seems to only be coming FROM ME, TO YOU...with STILL no resolution IN SIGHT. I told you all (2 days ago) that my local DMV wouldn't issue me another temp tag; the 1st time was a courtesy, since I didn't have the registration in hand yet.. still!!! So you tell me you are going to put me in a rental, on your dime (but just wait..again, there's yet ANOTHER catch to this nightmare!!!!!!!) Apparently it is Carvana's policy to only rent out standard vehicles, (Corolla or smaller). There's nothing wrong with that car, but if that small of a car fit my needs, I would've bought a small car instead of a full size SUV. Also, we were getting ready to drive 7 hours for a pre-planned trip (this is yesterday now) & there was NO way literally to fit all of our stuff! The 1st Carvana rep said she spoke to the local Enterprise Rent-a-Car & they advised her they were all out of SUV's. When we called back, a 2nd rep said that was incorrect; she didn't know if the local Enterprise had SUV's, or not, but that they didn't have the authority to upgrade us from a standard vehicle & that every member of the mgmt team was in an all day meeting.. and no one had the ability to override anything. The rep I spoke to actually encouraged me to drive my UN-registered vehicle the 20-30 minutes to the closest Enterprise location & risk getting pulled over and having my car towed, if not worse! So instead we wound up paying even more by taking a cab for the 30 min drive to Enterprise. My husband & I decided to just go to Enterprise & work it out ourselves, since all we've received from Day 1 has been lies and dealing with completely rude and incompetent staff. At one point, yesterday during all of this back & forth drama & lengthy conversations with DISGUSTINGLY RUDE & INCOMPETENT STAFF, the Carvana rep on the phone was yelling at me, LITERALLY (whomever is reading this.. I encourage you to pull the phone call between us and your company to learn of this yourself), screaming over my voice so I couldn't get a word in.. Once we got to Enterprise, the manager said no one from Carvana had called them at any point that day thus far and he didn't appreciate Carvana putting words into his mouth, that were not only unauthorized, but were lies. It turned out they had plenty of SUV's. After receiving a call from a Carvana Manager, it took about 30 seconds to upgrade us to the larger vehicle to suit our needs, but that we still needed to pay the deposit. Carvana has now taken over a $6.000 down payment and 2 months of car payments from me.. and all I have to show for it is an SUV sitting in my garage that would be illegal for me to drive. And they STILL don't have an ETA for me for my registration!

The buying process is easy but you better hope you don't have any issues because they have the WORST customer service. When you call it will typically say your wait time is less than 5 minutes but you better expect to be waiting 15-25 minutes before you get a person. The chat is useless as well as the AI cannot answer any real questions and the wait times are also absurd for a human. E-mails are a joke. They take a week to respond and apparently if you send a follow up after not hearing back, they send you back to the bottom of the queue. This is a TERRIBLE customer service model. I have had issues with the registration and they have basically not kept tabs on it and keep sending me to bottom of queue because of my follow up e-mails. This should be the opposite. They should move you to the top of the queue until the issue is resolved....

Deplorable company who simply wasted many hours and hours of my time. They expect everyone to be an old fashioned W2 employee. Despite continuously showing them 8 different ways solid proof of my independent contractor income, they kept finding more ways to waste my time, upload new documents, etc. Every customer service rep will tell you something different. Good luck trying to get through to someone in a timely manner - you can call and get a message saying your wait time is under 5 minutes and it would often take an hour plus to get through to someone. What a total disappointment. I feel suckered. I have never in my life experienced something as frustrating as this experience was.

Car was permeated with cigarette smoke and I’m still trying to get rid of the smell. I should have said forget it then but my former car was previously totaled and I have no public transportation to work. When it got closer to the expiration date of the tags we called carvana to make sure they were on their way. The young man in the phone told us that the staff did not get around to submitting the paperwork. After offering a rental and agreeing verbally to a rental of an suv size vehicle, they booked a rental agreement for a corolla sized car on the weekend that there are no cars available. They have given us the run around and are not trying to make up for their mistakes. How often does this happen? How much does it cost carvana to scramble and try to do the right thing for customers? We will never buy from them again and will continue to warn others to not purchase a vehicle from them. I imagine they’ll be out of business within 5 years. A total disaster of a company!

Horrid experience with Carvana! Hubby was so excited to get a Tesla! After being referred, we thought we would try it! 1. Delivery was delayed because they couldnt charge the batteries and had to fix (Ok, not a big deal) oh, and delivered without a full charge...about 1/3 charge on it! 2. Delivered dirty (not cool), no Tesla charger (they threw in an old dusty off brand charger that we cant use), missing key card, no mats, rattling noise in trunk lid when opened (like lose screw) and with undisclosed damage. Including numerous scratches, 3 rims scraped badly, bumps on hood, slash in tire, damaged seats, scuffs.... (They disclosed one small dent and one small scratch in listing) 3. After 2 days of chats, calls and emails (where they all said different things) they ended up offering us $100 and for us to drive to Charlotte and they will pay for a new tire....undisclosed damage, including rims they said were "normal wear and tear". NO IT IS NOT! USED DOES NOT MEAN DIRTY AND DAMAGED! Transparency in advertising should be added to your policies and procedures! Ummmmm....NOPE!!! #ReturnToSender We now have spent hours dealing with this...they don't care and won't do the right thing. We are going directly to Tesla this weekend and getting hubby's dream car! Just a few of the pics below!!! In my opinion you cannot trust the integrity of their car listings nor their "100 point" inspections processes! #DirtyDamagedCar #Carvana #BuyerBeware

I purchased a car online and the initial purchase was very easy. Got a call about three hours from delivery that the power steering and brake warning lights were on and that it was not a safe vehicle. It somehow got through their "very careful" inspection. They were going to deliver me an unsafe vehicle. I then picked another vehicle and was cleared for delivery. I logged onto my account about two days later and it said my vehicle wasn't available! They had a "technical error" and someone else was in the process of purchasing it. Took it from that person then back in my account. The down payment was 100 more. I already had a cashiers check ready for the first car that I didn't receive and they would not work with me on keeping it the same. Then they kept demanding more and more documents that were never mentioned previously. It was a huge hassle and I definitely do not recommend them.

My experience has been HORRIBLE i was sold a car with bad brakes and rotors on my way home the brakes started squeaking . Once i took it to pep boys that’s when i found out all 4 where bad my back shocks need replace plus more i called them the wanted to keep referring me to other people and basically telling me it was nothing they could do at the moment my options was to return the car pay outta pocket for the expenses or literally wait until the morning when they can SEE if the repairs needed will be repaired . I have had this car less then a week I DO NOT RECOMMEND THIS PLACE ... I have been off and on the phone with these people since i got the car .... not to mention there is a rubber piece hanging off the front and the sun visor mirror is broken

What else worst could happen on a purchase. Booked a vehicle , sent the check through bank, bought Insurance coverage got confirmation of the Order and scheduled a Delivery/pickup but when we went to get the vehicle they could not find the Vehicle and they are saying Someone else bought the same vehicle 2 days before. Customer care members simply saying we will help you to find next car. Not everyone could be like Amazon when it comes to Online Purchase. I waited almost 4 days and took my entire family for the Vehicle pickup and this is highly disappointing. What is more disappointig/irritating is the answers by Customer care people. No worries from their side. Simple and cool to say sorry we will find next car.

I purchased 2018 Land Rover Velar. The car had many many nicks, dings, and scratches when it was delivered. This cosmetic imperfections were not showed nor indicated on their advertised website. Also, the Activity key (wrist band shape) that supposed come with car (it was seen in the advertised photo) didn't come with it. I explained these issues to the driver who delivered car to me, and he promised me to contact the Carvana regarding them. I got email from Carvana that offering only $100 for those sever cosmetic imperfections. I responded to cover more, but they refused. Also, the message included about the missing activity key, but I couldn't clearly understand what I need to do, so I replied for more detail. Since then, I didn't get any reply back from them even though I sent email few more times. Finally, I called them today because 100 days of Carvana's warranty will expire soon, but they said that they cannot do anything about Activity key since 30 days were passed since the first email. First of all, it is their fault not delivering the key with car, and also not responding to my reply email for detail. They are now accusing me as not acting in 30 days. I will not buy any car from Carvana from now on. Their customer service is not satisfactory at all. They are avoiding their big and initial mistake and laying the blame on the customer by a small mistake. This will not happen if they deliver the car with everything it supposed come with.

I will start of by saying yes the car search and initial purchase experience was easy and almost relaxing compared to the stress of having to go to a dealership and fight tooth and nail for a good deal. But that is where the good experience stops. Completing all the paperwork becomes quite time consuming. And the whole time you are filling out the forms you watch the timer tick down saying complete now for guaranteed delivery. After rushing thru I was guaranteed a delivery on a Tuesday (7 days away). The first bummer. Monday, day before pickup I received a phone call from a rep that the delivery truck never showed to pick up the car. Quite a head scratcher. So the next delivery date will be the following Tuesday. The rep 100% guaranteed me this date the car will be there. 6 days later again another phone call. Right away I could tell by the reps tone of voice it was more bad news. Again I’m told the delivery truck just never showed up and my car was sitting in Cleveland. Well that’s a shocker because originally I was told the vehicle was coming from Indiana. I tell the rep I can’t wait 7 more days. I need this car and I will be away the next week. All he says is I don’t know what to tell you. You can cancel the order. I almost feel like the vehicle I ordered didn’t exist. There is no way carvania wouldn’t be able to get the car to me especially if Coming from Cleveland which is only 7 hours from my house in over 14 days. It’s truely a shame because buying online seemed like a great change from traditional options but don’t fall for it. I also think Carvania needs to look up the definition of guaranteed.

My daughter arranged a purchase at Carvana. The car was listed with low miles, NAVGATION, a pretty loaded car.She arranged her own financing and had the car delivered to my house. It was a surprise birthday present for her daughter. Car arrives, nice car but no NAV. Delivery guy checked and office gave him some BS explanation that options are listed but not necessarily included. They offered a $250 refund on the car and that was all for a $1500 original cost . This was the 2nd incident of their deceptive advertising. Originally my daughter saw a car she wanted that didn’t show a delivery charge and then she reserved it and went through the drill to buy it, only to have them add a $500 delivery charge at the end. This company can not be trusted to provide a car “ as advertised” and they play a bait and switch game with buyers. “Buyer Beware of Crooked Used Car Dealers”

I was so excited to be able to buy a car with carvana, the newest car buying place! I reserved a vehicle a week and a half ago, went over how much the payment would be as well as the down payment. I was very pleased with how much I was going to spend so all I had to do was wait for the vehicle to be ready. When I reserved the vehicle it said it would be ready within 3 days, it wasn’t ready for almost 10. When the vehicle was finally ready I got a call saying I needed to put down more money. I came up with the $500 more and was ready to go! The next day I received another call saying my payment changed again and it was $8 over what I now qualified for. So I needed to put down another $1300 on top of the $500 more I had to come up with the day before. I tried to call and talk to someone and see what I could do and if they could let the $8 a month over slide, but they wouldn’t help me. So I’m still trying to look for a vehicle for my growing family, I was very disappointed that I wasn’t able to get a vehicle with Carvana for such a small amount of money over.