Carvana, founded in 2013 by the owner of Drivetime Earnest Garcia II, sells inspected, certified cars online with a seven-day “test buy” period, passing on savings to consumers who can bypass dealerships and sales commissions.
The company allows clients to shop, finance, and even trade in their current used car, all online. Cars can be transferred nationwide and are generally picked up at what is known as “vending machine” sites, which accept a special type of coin that is mailed to the customer after the sale has been completed. Using the company’s online 360 viewing camera, clients can inspect every part of the vehicle, inside and out.
In April of 2017, the company went public on the NYSE under the ticker symbol: CVNA
Carvana is listed as #34 on the 2017 Inc. 5000 list of Fastest Growing Companies in America. In 2016, the company had annual revenue of $365.1 million and a three-year growth rate of 7,925%. The company also took the #1 spot on the Inc. list of Top Arizona Companies & Top Phoenix Companies, as well as the #2 spot for Top Retail Companies.
In April of 2018, Carvana and Ford made a short-term agreement to advertise and sell more Ford used cars on the Carvana app. It is unknown at this time if the agreement will be renewed.
The company also ranked 5th on the Forbes 2015 list of America’s Most Promising Companies. 
Carvana has distribution centers in Atlanta, Georgia; Nashville, Tennessee; and Charlotte, North Carolina. The company also has a physical presence in Houston, Austin, Dallas, San Antonio, and Pittsburgh, Texas; and St. Louis, Missouri.
In order to fight the coronavirus, the company launched a virtual tour of its most impressive cars, including a Porsche 911, in September 2020.
Also in September 2020, the company announced that it was hiring 100 new employees at their Tolleson, Arizona, inspection station.
Carvana maintains a corporate office in Phoenix, Arizona.
Completed car buy June 28th. Still no car. Delivery canceled twice. No one on the phone seems to know anything. All I ever hear is “I can’t see that on my end” asked for a supervisor, they said “one will call in 24-48 hours” 72 hours later no supervisor.
3 times people promised to call back, no call back. Spent 2 hours on the phone Friday July 16th and the person on the phone said I need to put you through to “the push dept” and there were 38 people ahead of me. This was to find out where the car was. I said ” why don’t you sit on hold and call me back, I am the customer?!” Nope transferred me. Another 30 minutes only because my 2 hours on hold with her already counted.
Finally Tamitra came on. Assured me they had the title. Said car would be in my state 30 miles from me on July 18th and did we want to pick it up. Yes we said we will pick it up. She said I will call you Monday July 18th to update you. I said ” you promise because no one ever calls back” yup she promised and you guessed it no call. 7pm at night. Now we get email saying car will be delivered July 27!!. Over a month since we closed the deal?! We don’t even trust they won’t cancel again.
So I call Carvana and I have been on hold 35 minutes while the person tries to find a manager. I told her “your not going to find one” I asked where is our car. Her answer ” I can’t see that information” surprise! And I’ve heard “I’m very sorry for that I’m going to stay with you until I get this resolved” about 100 times. This has been the worst experience of my car buying life and I’ve bought many cars in my lifetime.
Carvana will not be long for this earth with this business model. Better model, assign one person to follow the customer through the whole process, give them a commission, then someone may care about the customer,
and PLEASE update your hold music it is horrible! 45 minutes still on hold waiting for “the manager” lol!! .
Your right this is probably not going to make one bit of difference. But trying to buy a car from these people has been an adventure. Several phone calls, no one had an answer to any of my questions. I told them I was going on vacation two weeks prior to buying the vehicle. They had two weeks to get it right. I got the wrong forms, misspelled name by the time they got their shhh together I was on vacation. I spent the first few days trying to fix what I thought was a simple fix, not. I couldn’t get anyone who knew what they were doing. Shame on me, dealing with these people on vacation. I asked for a supervisor to call me and know one reached out now for three days. By the time I got home three days later the car was sold from under me. I guess that was a blessing. You have a choice we’re to buy a car. This will not be my choice and they don’t seem to care. Z
I had an unfortunate experience with CarMax, returned the car and needed a car ASAP. I had heard of Carvana so looked and they had the exact color car I had REALLY wanted anyway, so I started this nightmare journey on Thursday.
On BOA website, CarMax, Enterprise and Carvana are listed as the only independent dealers BOA dealt with, so I assumed the process would be as easy as it had been with CarMax – I literally applied via my phone on a lark, got approved in about 30 seconds, and approval letter came minutes later and I drove away with my car.
Well, that literally could NOT be further from the truth!!!
I’ve discovered that Carvana will not accept the bank approval letter – they have to have money in hand or with BOA, have my name on the funding list that only comes out once a day.
That would all be fine, if Carvana wasn’t also set up like the worst, most competitive, Ebay bidding war, Lord of the Flies, situation!
Online you only allow holding the car for 40 minutes!! Well, not much can happen in 40 minutes!!
I spent hours on the phone getting holds on the car for 24 hours, I was told, only to call back later and be told that none of the previous people had actually placed a hold on the car.
All in the context of Carvana’s website featuring HUGE in your face countdown clocks saying complete everything by X time to get your car by X time – well, I DID everything I could do well within the time.
Carvana isn’t very transparent with their policy of only accepting FUNDING from the bank to complete the transaction – something I’ve NEVER ever had any dealer any where in the world require.
Its a rare rare transaction that goes from finding a car, reviewing all the information, obtaining financing, getting bank contracts returned to bank, and getting on a funding list that only comes out daily between 4:30-6:30 pm that will be completed ALL within 40 minutes.
I think Carvana’s entire website is horribly deceptive to consumers. Criminally so, in my book!
In addition, although I have spent HOURS AND HOURS on the phone with Carvana for three days now, and been told HOLDS are being placed not the car that never really got placed, Carvana’s own draconian, mosh-pit, fight-to-the-death competitive system of “deadlines,” STILL apparently cancelled ALL the activities I had completed in the car purchasing process when THEIR “deadline” passed, literally an hour or so after I completed a 2-3 hour stint on the phone with Carvana associates being told everything was set and held and ALL I had to do was call back in every 24 hours to re-HOLD the car and wait to be on the funding list on Monday afternoon.
Well…….nope. I got an email from about four hours after that last phone call stating that “deadlines” had passed, so I ran to check my Carvana dashboard – my purchase showed EVERYTHING WAS COMPLETE except Finalize Purchase. I have the screenshot showing Personal Details – complete, Trade-in – complete, Cash or Finance – Complete, Delivery or Pick-up – complete, Carvana Protection – complete, Driver’s License – complete, Payment – complete…….
As I’m looking at it, all that vanished and my dashboard now shows I must sign contracts – contracts I signed twice already, last time THIS MORNING when I had to change the delivery time. I SIGNED all the new contracts with the new delivery date. Then Carvana’s self-imposed deadline on theirselves passed and so, I’m told, the system deletes everything I did and I now have to re-sign documents AGAIN?? I’m told, yes, you have to sign the documents again or we won’t continue to purchase process.
Who does business this way?? This is absolutely insane.
And, let’s talk about those documents. They include a document that declares what the odometer reading is at the time of the transfer. Currently, that transfer won’t happen for five more days. When I questioned that, saying I didn’t feel comfortable signing a document saying what the odometer reading was until I’d actually seen the odometer, I was told “there’s a picture of the odometer on the website with the document information.” What?? Again, who does business this way?? That picture could be from any one of millions of cars.
WHY can’t THAT particular document be signed, legally, when the car is actually in front of the purchaser? What is so hard about that?
Carvana seems to have been designed to modernize the car buying process but, in my opinion, they have created a nightmare of misleading and deceiving consumers, put systems in place for their own convenience customers be damned, and are a system where consumers are literally in a bidding/purchasing war to hold on to a car they want to purchase while maneuvering Carvana’s bizarre, byzantine, senseless, and archaic-parading-as-modern system.
Worst experience ever
Worst experience ever! I purchase my dream car from Carvana, an Audi. The first day it arrived I was thrilled. It drove nice and looked fantastic. I had no plans of returning it! I decided to take a trip with it to visit my sister. On the way home the sensors started reading like the car was over heating so my husband pulled over and we called roadside assistance. After being stranded 89 miles from home at a gas station for about an hour a tow truck came and took us to a shop THEIR road side assistance (Silver Rock) told us to take it. We spent another three long hours there until the gentleman at the shop told us he would need more time to look at it. I had to call my son to pick us up. The next day, I took off from work to try to handle this business. The guy from the shop called back and told us it needed to be taken to an Audi dealership. I called Silver Rock and they told me I had to find a shop willing to work on it. I spent another hour looking for a shop. Everyone seemed to be booked up and not able to take it. I finally found a place for it and Carvana said they were not going to pay the towing cost. They finally agreed to pay it after dealing with different representatives and many hours. Then I find out they were taking it to a shop that was full and not able to look at it ( the shop was closer, less towing cost I guess). I couldn’t afford for it to go to this shop, because my time was running out to make a decision on whether I was going to keep it or not. I really wanted to keep it, but not if it couldn’t be fixed. I was told it had faulty wiring and that could be dangerous.
I finally gave up after being left on hold for hours and then having them disconnect the call ( This happened at least three times). When I finally got a hold of a live person, I once again went over my story for the tenth time and told them I was exhausted and I just wanted my old car back. I need something I could depend on and it wasn’t my dream car if I couldn’t rely on it.
We set up a time for my old car to be delivered a week later because that’s what they had available. When the Carvana hauler arrived it didn’t have my car on it. The gentleman said he came to pick up the Audi. THEY HAVEN”T HEARD A WORD I SAID! the Audi was 89 miles away and I reminded them of this more than once! Now, I’m still waiting on my car to arrive. It’s Saturday and you can’t get a hold of anyone. My son was nice enough to let me borrow his car last week so I could get to work. I don’t know what I’m going to do next week. Besides dealing with the stress of this I am also out of money. I just paid the higher insurance rate for owning the Audi and I have only drove it for four days. I have no faith in this company. Each time you call you are put on hold and you have to talk to someone new, it’s taken many hours out of my day just to try to handle this and nothing has been resolved. The only thing I got out of this is a lesson. If you buy a car buy it from someone in person. You can form a relationship with them, they will hear you, help you and there won’t be all this going back and forth with miscommunication. Don’t buy your car from Carvana, they only pretend to care!
Unbelievable!!!
Purchased a car from in June from Carvana and financed it through them, signed the contracts, sent proof of insurance, drivers license, and had Delivery set for 7/4/21 at noon, got a call on July 3 at 6 PM saying the car was ready to be delivered on schedule. Called 7/4 at 8AM that morning and found it was still waiting to be shipped to California and had not even left the Indiana inspection hub.
Spent 6 hours on the phone and emails trying to find out what’s going on. Was told today the car at been put back for sale with a pending sale and I should try to find another car for the one that I paid for and insured. You could not make this stuff up.
I am going to do everything I can to expose these guys unless this is resolved to my satisfaction.
I AM FURIOUS!
I wish I would have read this before buying from them.
Caravan purchased my vehicle on June 14,2021. Paid on spot move vehicle to neighbor’s driveway , vehicle has lock box and carvan stickers on it. As of today 7-1-21 vehicle is still in driveway. Called this past Sunday after 4 phone calls and transfers talked to Jason he said he will contact dept to pick up vehicle and call me back. I’m still waiting!! I think 3 weeks is a way to long to wait for a vehicle pick up.
I’m new to carvana and never read any of this until today. OMG… I’m seriously disappointed and I have had a ok experience but today things took a change now I’m not gonna bad mouth them until after I speak with all parties involved. my deliveries were on time my swap out was on time no one has given me a hard time so far but I have experienced people that are not very knowledgeable and have to call back and speak with a different person just TODAY. So I’m gonna give the benefit of the doubt because all this I have read now my experience was totally different and it was really good. I am a nurse who is in a pandemic and I don’t have time to play with anyone. If my patients can contact the govenor to get better service or justice so can I. So I’m gonna give carvana the opportunity to continue with a good experience with me. NO serious complaints at this time for me. I hope all of you all were eventually treated with dignity and respect from carvana. Before I purchased I looked up the CEO and familiarized myself with him and his dad. because there has to be way for us to reach them when we need to. These guys are billionaires and aint hurting for money. Both are on the 2021 forbes list and I’m thinking Ernest Garcia 3rd, and 2nd are not aware of the poor service customers are recieving but they will if things continue to go left for me. But for now no complaints.
I would love to speak with ceo or someone in leadership regarding operations and team work in your organization. I signed contract to buy vehicle and was told system issue caused it to be available but it’s not. I received several conflicting messages. Transportation delay, it’s on way, it’s not available, etc…day before pickup. It actually did get delivered to my local vending as scheduled after I was told it wouldn’t. After spending over 8 hours on phone, the head of leadership(or at least he said there was no one above him to talk to)did offer a solution but it was not what I wanted. The vehicle was returned(i found out and spoke to customer who bought and returned to you)and is waiting to be put back in system but he can’t renter in system or put a hold on it so I can resume purchase? Just keep my eye on it and wait for it to re list, I might get lucky and be able to buy again??? I already have signed contract to buy!!!! If I was leading in this company, I’d be furious that customer was willing to give $$$ to me but because my systems don’t talk to each other and people aren’t able to work together across teams, I can’t sell a car? I’m blown away that a leader in company can’t pick up phone and tell logistics or any other team about an issue and they work together to resolve.
Well I purchased a car and got confirmation and the day before I could pick it up they told me my car was sold over the weekend how when I put insurance on it and everything this is just crazy that they can do somebody like this and I signed contracts
I had a wonderful experience purchasing my car (even though the car arrived 7 days late)! The advocates were extremely pleasant and proactive with helping me me make my purchase. I reluctantly decided to include a trade-in with my purchase. However, immediately after the purchase I decided I wanted the trade back (as I was reassured that would be an easy process if done within 7 days). I was told it would take 60 days to recontract my paperwork. As a result, I had to buy back my car because too much time passed to have it rolled into my loan. Nearly two months later, I still do not have my vehicle back. I’ve called weekly to inquire about status updates and have received conflicting information with each advocate. I’ve received mail from my credit union & County Tax Commissioner’s office as a result of Carvana’s negligence in resolving this matter expeditiously. This is easily the worst customer experience I’ve had based on the price point & inexperienced staff. Carvana clearly has not figured out how to seamlessly address post sale concerns. As a result I will never recommend Carvana. Virtual shopping is not all its cracked up to be when you need to interact with people. Please do yourself a favor and just go to CarMax.
Purchased a vehicle from Carvana and before the standard Carvana warranty timeframe was up but 30 miles after the mileage stipulation was up the car died on the freeway about 25 miles from my home. Had to have the vehicle towed back to my house and it has not moved since. I have tried repeatedly to contact someone at Carvana regarding this issue to no avail. Beware of purchasing from Carvana you will end up with a lemon, payments, no vehicle and no help. This is the worst experience I have ever had with a dealership.
I agree, going through something similar
I will not recommend this place to anyone not even the devil. These ppl are wanting your money MD to take ur car tht is all they will come up with whatever they need to too take ur car and keep ur trade in. And they get out of lawsuits cuz if u don’t live in Arizona then u can sew them they are scamers
Just made my second payment. The ABS and Stability Trac light came on. Took it to their “authorized” repair facility. The first words out of the guys mouth was “take it back”. The bottom of the car is completely rusted out. Braked, rotors, calipers, under carriage….everything. I was told swapping it out was “off the table”. All I wanted was a car that was in good shape. How can you sell a car, say it was inspected when clearly it was not. Oh yeah, this is my second car. The first one I got kept stalling in reverse.
To whom this may concern
I write this email to ask for help. I have only been a customer of Carvana for a month and a half. Already I am faced with troubles with a car that was sold to me . I was told that all Carvana cars are throughly checked before selling and what I received was a car with low mileage and now a very serious transmission issue. I have contacted customer service and must say that all agents were very polite but it seems their hands are tied and that I’ve went over the so called mileage /100 day warranty plan and now I no longer have coverage . I am single mother and without a car I cannot work which means I cannot take care of my children. During this pandemic this makes things 10 times harder for me to provide for my children and still be responsible for a car note . I was told that if I can get a diagnostic that someone may consider paying for the repairs however nothing would be guaranteed . As a big company that you are I would think you would care more about your customers and may even take more pride in selling reliable cars. I am asking for more than just a maybe but a definite yes we will help in this situation. Again after only a month and a half I don’t think a car with low mileage should have transmission issues . Thank you for your time and I pray that you see some sort of resolution for this problem. I am humbled that you have taken the time to read this and yet very upset that my family and I are put in this situation. I do pray and hope you can help. I’m not sure if I emailed the right person but I do hope this finds its way to the right hands .
Sent from my iPhone
Carvana is SHADY AT BEST! I purchased a vehicle in July 2020; next day the car wouldn’t start, so of course I called and returned the vehicle. They wanted me to take it to a mechanic; ABSOLUTELY NOT! They picked up the car that Friday (after rescheduling). Now I’m getting a series of TOLL VIOLATIONS for the tags that were assigned to my car!! What makes it worse is that the images CLEARLY depict another model car. WTH Carvana? Trying to reach them has been impossible! Never heard of a credible company without an email contact, especially when on hold for 2 hours and 12 minutes with no pickup. I wonder how many lawsuits Carvana has against them. CONTACT THE BETTER BUSINESS BUREAU and file a formal complaint.
I have been told by credit bureaus try carvana, i found out that they are secretly working with credit bureaus on false information and try to damage peoples credit scores and make them look bad, i also found out, and to ruin people and deny them cars homes etc they are secretly working as conspiracy to falsify on thier businesses to sell bad cars with bad brakes and any other stuff false advertising and all of that I found it out got warned not to buy with carvana they will use false information on people steal money without authorization, and all of the mess its going to be send to u.s. attorney General. I disabled and retired and my car I had a financing on it on my first car loan I kept paying and carvana says to me by phone sorry we cannot help you you bad credit all this lies, my car is dead wont work anymore my health depends on it carvana hung up on me how shameful that too will be reported to attorney General on all this terrible false stuff they say
I bought my car 6 weeks ago from carvana, no tags or registration, so I went & got my own tags, called and told custom service,, and all of a sudden tags are both being mailed out, bullsh*t, so I go for inspection, I am told I need back brakes & rotors don’t brakes & tires, how do you sell a car with so much wrong with it these things are basics fixes that should be done before you sell the car, warranty is a joke,
I have had the worst experience ever, and will let my experience be heard. So i found the car i wanted, I submitted all the documentations they informed me to do, then i got an email saying to contact caravana customer service. Once i contacted carvana they informed me that Experian was flagging my report and that I need to update my information with them. So i went ahead and did that. They ran my credit report again and the same issue. The agent then again told me wait 24 hours to process the purchase everything will be okay, i went ahead and submitted the purchase. Once again i got a text to contact carvana customer service. They told me again it was an issue with Experian. I called Experian they said everything is good on their end. I called carvana an hour later like i was told from the prior rep. The rep told me again that no Experian was still flagging my credit report. they told me to wait till the 28 to pull my credit again for the 4th time. I said no this is ridiculous. I’m done I don’t even want to bother with getting the car anymore. Its bull that these workers can’t tell me from the gecko the correct procedure. my credit is getting ruin. I rather go to a dealer ship then ever deal with carvana. I hope you all do to. Don’t bother with them. unless you want your credit report to get pulled many times and lower your credit score.
I have had the worst car buying experience ever. I got my jeep 09/07/2020 had the car for two weeks and haven’t had/seen the car since 09/22. I was contacted through email on 09/08 to get repairs done at a shop the was given to me via Carvana/SilverRock sent in the pictures and descriptions as asked made an Appointment to bring the car in that following Tuesday at 9 am. Two day’s after the car was in the shop additional concerns had been presented and I was told that they will be in touch with the SilverRock/Carvana to get the additional work approved so there is where the nightmare began I had waited days to hear back about the work so I start calling in to the repair shop and the shop had told me they were waiting for the a call back for the work to be approved so from what I got from our conversation is I should be speaking to the people who initiated the claim and I start calling SilverRock and they told they don’t do approval I should contact Carvana. Now i’m calling the correct company but still getting false information about how this situation should get handled. I have been told that I have been given an exception on the work that is getting done and any other work will not be approved to reach out to the repair shop. As a new customer I expected way more from Carvana but this has been a joke because no-one has tried to make the customer(me) happy and I would have to pay for the repairs on a car I haven’t seen/driven in almost a month and that there is nothing they can do to help further. So please if you purchase a car from them look over the car as best as you can and make sure the right people get your documents to try to get your work approved because you will be in a rollercoaster of words trying to get help that they don’t want to help with. SMH
I have been waiting on my title and registration for 2 months from the KC, Mo facility. When I finally threatened to file a complaint with the attorney general they all of a sudden found the title. Supposedly they are sending it. I’ll believe it when I see it. Very incompetent staff.
this is probably a waste of time but I must vent. I am super disappointed I purchased a van 3 years ago and now I was looking into trading it in to get another after days of trying to get a appraisal and I kept on getting a error code to try later I decided to spk to someone and after much digging she informed me I’m getting that message because carvana doesn’t want to take my car mind you its in mint condition and I bought it from carvana….
I am so disappointed and I regret all the referrals I did…
The issue with Carvana is in real time, it happened this past week and as far as I’m concerned is still not resolved. On Tuesday of this past week (3-17-2020) I called into Carvana and was assisted by one of their associates to put my vehicle into their system for Carvana to purchase. I then received the quote from Carvana saying they would purchase my vehicle for $22,354. I was also told this price would be good for seven days just as their website explains. Over the next couple of days I got together all of the documentation that Carvana required to complete the sale. On Friday (3-20-2020) I received an email from Carvana saying they wanted to proceed in purchasing my vehicle. After opening up the email and reading through it I was shocked to find out they now valued my car at $21,263 reducing the original price they gave me by $1091. I then called in and spoke to one of their associates and she tried to tell me it was because the market has dropped so much in the past week. I told her that I didn’t control that and I didn’t believe she did either and that the market was always fluctuating and that had nothing to do with Carvana’s commitment to their customers that the price they quote is good for seven days, no haggle no hassle just like the price’s on the vehicles they sell they do not negotiate because their pricing is fair market value and it is set firm. I then spoke to a supervisor who told me the reason the value of my vehicle had dropped was because the odometer had changed, and he is correct, originally I had 1085 miles on the odometer and when I put the vehicle in their system the odometer picture I sent them showed 1102 miles, I had traveled 17 miles since they quoted me the value of my vehicle four days ago. Their website says that if you travel more than 1000 miles from the time they give a price to the time they’re ready to buy it the price will probably change but not unless it’s over 1000 miles. I am planning on calling their corporate office on Monday and seeing if I can get ahold of somebody that will make this wrong right, and stand behind what their website touts is their business practice and philosophy, otherwise their business principles do not mean a thing!
I wish I would have come here before making my purchase January 16, 2020. I bought a 2014 BMW i3 with the extended warranty. I had to return the car because it only gave 45 miles at full charge. I returned the car within the 7 day guarantee and chose a 2015 BMW 328i with the extended warranty January 23, 2020. On Monday, January 27, $1000 had been withdrawn from my account. I call customer service for answers as to why it was taken and who authorized it. I was told the car was an extra $1000 down which was not true. I provided documentation proving it was an even swap. I was then told the extended warranty was $1000 down. I told the rep I didnt want the extended want the warranty and I would get a warranty through a third party. I was told he would get back to me but never did. Two days later I called in and spoke to a different person because the original rep wasnt available. He told me that I was misinformed and I could not take the warranty off and I would have to put the 1000 to the back of my loan and my car note would go down, or I could pick something else. I went online just to see what options I had and noticed that my down payment went up and the quality of cars offered where not the same as was offered before. I then received a call from the executive support team asking how I liked my car and if I was going to keep it. I explained to him what was going on. He put me on hold to look in to what was going on. The phone hung up and I got an email from letting me know his system was down and he was going to call me back when it came back up. That was January 30 in the morning, it is now January 31, 2020 in the afternoon and I have not heard back from them and it is my 7th day. this has truly been a nightmare. I will be contacting my attorney.
Please let me lnow what is happening, I am going through this right now!!!
Mr Garcia
Carvana has the worst customers service. They don’t honor their warranty. The 7 days shouldn’t include holidays, weekends or how long it for the car to sits at the mechanic shop. They blame the customer for there problem they create. I bought the car on 23 December 2019 with the check engine light on
The sale person told me that Carvana mechanic couldn’t figure it out. So I trust the salesperson that I should that it to a specialty mechanic and it could be fixed.
I took the car to a specialty mechanic they said it can only be fixed by dealership. Sliver rock wouldn’t guarantee it would be covered under warranty. Carvana said they had a special team that handles this type situations like mine.. but Carvana wouldn’t guarantee they would cove it. I could not get the car in the 7-day window to the mechanic due to closed for Christmas holidays … was told it would affect the coverage.
I talk to the customer service manager he said I should sell the car. Never do business with a company that does not stand by their warranty and does not make exceptions because of holidays and time in the shop that the customer can’t control.
And for the phone manager that I talked to today that told me I should sell the car, that I just bought from Carvana should be fired or reprimanded for suggesting such an outlandish statement. He is the ideal of very poor customer management service. The car has been sitting at a mechanic shop longer than I have had in my possession he should be ashamed of himself.
I am not fond of doing this but, We started buying a car in October it is now December and still no car. I have called and got some updates but no solid answer to when the car will be ready. I had to refinance because the 45 day was up. Well it went from 400 down money to 1300 down money. They did offer to try to find a different car but could not and kept telling me to stick with the car I have reserved. So I did, now I am so upset that my terms drastically changed. I just can’t believe they could not honor my first term. It was not my fault that it is taking the car so long. I hope that you can help me with this situation. Please make this right.
I too am having issues with tags and registration. Temp tags expired on 10/29/19, as of today 12/6/19 no tags or registration. DO NOT BUY FROM CARVANA.. ITS A TOTAL SHAM.
It is with great frustration and discontentment I must write this complaint to the heads of the caravana. I started the procedure of purchasing a car in September of this year 2019 I have done all that was required of me initially the car first was listed as being keylesd entry when the car was delivered this was not so and here Begins the series of issues that I now enduring with this endeavor. Along with the fact that I was sold a lemon.The situation has been long and on going to my utmost dissatisfaction and would be too lengthy of note to here I can say that I am dissatisfied distressed and dismayed that Carvana is taking me down a very treacherous path taking my time causing me to lose business and precious resources and not delivering what was promised.To date all has gone wrong I now sit await the car registration has not expired I am told that it will be coming every hour every minute to no avail. I feel misled lie to and spun around by Carvana. Caravana exist on false advertising and misleading the public in efforts to sell car this is wrong.
I would like to speak to someone about an issue im having with a car that was delivered to me on 8/19/2019. concerning the back brakes on the car after having the car for about a month I heard rattling in the back of the car. Spoke to one of your rep and was informed to take the car to one of your authorize shop which is located in Piscataway NJ Called Mr Tire Auto Center which informed me that the back brake and rotors need replacing it its going to cost me $900.00 I only had this car about a month and now I have to come out of my pocket to fix a problem that should have been address before, As a consumer I don’t think this is a fare practice for me to buy a car that is certify but yet need back brakes in less than 35 days in my possession. I spoke to the warranty department and they said this is not covered by the 4100 miles warranty that comes with the call
Never again!!! 2 months later still waiting for our registration! Cannot legally drive a car I am required to pay for each month. They were late paying off my trade in and we were lied to 3 times via email regarding the payoff. No ETA on when we may get the registration. Have spent countless hours on hold and on the phone trying to get this resolved and unfortunately the customer service doesn’t listen to you or read notes in their system
This is the worst company. I am suffering the same fate. Called DMV and have absolutely no record of my car processed. Two months, countless hours on hold, and no one knows anything. Next step is calling the COO and selling all my shares.
Go to state attorney General and have state confiscate all vehicles to be professionally checked for bad cars and business chains in u.s. to shut it down and close all of thier businesses dealership appears to be fraud going on too hiding from customers and ripping off money these people and ceos have to go
We had a vehicle delivered on February 15th. It was falsely advertised as an automatic transmission, and when it arrived, it was manual transmission. There was also a crack in the windshield & the air bag light was on. After contacting customer service multiple times, we were told to take it to a repair shop. The repair shop referred us to the dealership. This process took two weeks to be resolved, with another handful of calls to Carvana to get the issues resolved. I spoke with a supervisor who offered me compensation for the aggravation & promised a check would be mailed. That was on February 28th. In the meantime, we were told to have an emissions & state inspection completed. Then, using the FedEx mailing label, ship the receipts back to Carvana. We would receive reimbursement for these inspections, along with Carvana submitting the documents to the DMV for the registration and tags, since it was already included in the price of the car. We mailed that paperwork on February 22nd, and it was received by Carvana, confirmed with the FedEx tracking number on February 25th. On March 20th, I called customer service again. We had not received the reimbursement for the inspections, our registration or tags from the DMV or the compensation for all this aggravation. Our temporary tags were expiring on March 31st and we had not received any sort of deliveries as promised. After speaking to a representative, it appears that only then, almost a MONTH after we had mailed in our receipts for inspections, the process to register the vehicle began. We received a text message notification after the customer service call later that day as proof of the initiated process. However, based on the estimated processing time, we were not going to receive our license plates and registration in time! After contacting customer service again on March 27th, we arranged for a rental car once the tags were expired, meaning we could not legally operate the car. It is ridiculous that multiple hours were spent on the phone trying to negotiate a convenient option for this problem. Again, it is still unclear what happened, when we submitted the appropriate documentation with more than 30 days for processing time. Furthermore, I also asked about the $250 “aggravation” check I had not received, which was supposedly issued on February 28th. I was promised that check would be canceled, a new one reissued and sent Fedex overnight. When I did not receive it within three days, I called again & was promised the same thing again. I spoke to two different supervisors about the delay with this check & I still did not receive a check after being promised an overnight delivery TWICE. Then I was told, after calling a third time in two weeks, that the check had been sent on March 29th, but through the postal service and would take another 10-15 business days to arrive. Even though I was promised the check to arrive overnight by two different supervisors. From the delivery of the vehicle to the time it took to process all the paperwork, receive reimbursements, repair all the damaged items and contact customer service approximately 20 times, two months passed. Next time, we will spend the three hours at a dealership & not have to deal with such inconsistencies and shady business practices. Interestingly enough, each time I called, their automated system stated that the calls were being recorded for quality assurance. If I were Carvana, I would use these exact situations to train their employees to follow the necessary customer service and quality control guidelines. Our experience with Carvana was absolutely horrendous.
The buying experience with you all was worst than dealing with a shaded used car lot sales person. I am having some serious issues with you all that I can no longer look over.
First, your company delivered the vehicle over a week late due to location and operations. I was dealing with a total loss and renting a vehicle at the time. Your company cost me an additional $300 out of pocket. Your customer serviced agreed to send $250 to help cover the cost of the rental. I have yet to receive.
When the vehicle was delivered the vehicle had damage caused during the transit located on the on both bumpers and the passenger side on the vehicle. The Carvana delivery associate took pictures and instructed me how to get the vehicle fixed. The problem is I work for the government contractor, finding the time to get the vehicle estimated and fixed will require loss pay and leave from work.
Registering my vehicle has been a nightmare, I filled out and submitted two limited power of attorney. The first one dating back to early Feb, and second limited power of attorney forward to your staff was dated the end of February due to an error made during the delivery of the vehicle. The temporary tags expired 3/7/19. Your company could not process an extension. Therefore, I had to result to catching rides to work and renting vehicles over the weekends. Your company once again has cost additional funds and frustration.
I originally instructed your Carvana associates that wanted to put a down payment of over $6,000 towards the vehicle which had cleared with my bank weeks prior. Only over $2,000 was actually put towards the purchase of the vehicle. Your company was supposed to move that payment to the new vehicle since I was financing through your lending arm. It didn’t happen!!!! Now I was stuck paying over $450 monthly payment for a $19,000 vehicle that should have been financed for $15,000.
My disappointment with your service and the recurring cost that I can not totally that responsible for has caused me so much stress and frustration. This purchase DID NOT save me money and time. It cost me hundreds out of pocket, thousands of dollars via financial charges and countless days/time off work because I could not find rides to work, because I can not drive the Carvana car I bought due to expired temp licensing plate.
By the way your contact us; it’s a joke.
Disappointed
Eugene
240309XXXX
I bought a car from Carvana and it was delivered Friday, March 15. It was a diesel car and delivered with no gas three hours late. I was told to buy a gas can and fill it with diesel and fill the tank. The problem is that the tank has a safety latch that prevented me from getting the nozzle of the can into the tank.
I called to return the car; and it was scheduled to be picked up this Sunday. Today I was informed that they couldn’t pick up the car Sunday, they were booked Monday and the soonest they could get the car was 4 PM on Tuesday,
After that they had to process the car and advise Carvana Dallas to return the funds to me.I paid in full for the car. They said that process would take another three to five business days meaning I won’t get reimbursed until April 2 – a three week process.
I need the money by Friday of this coming week. I don’t know why when I transferred you funds it took about five minutes, but to get the funds returned will take five days.
If I don’t have the funds in my account by the end of next week – March 29, I will be forced to write this up as an article for the AP and put it one the Internet as well.
I would appreciate a speedy response to this email.
Thank you, Robert A. Taft
910-603-XXXX
I bought my car in Aug of 18 it’s now January and caravan has yet to get me registration for my car. 4 times it’s been rejected because the paperwork is incorrect! Carvana will never get my business again or the business of anyone I talk to.
Over a month ago I started a car search with you.I found the car and three times a delivery date was scheduled and changed by Carvana.Twice I was on my way being two hours away I was 10 miles away. Last time I was 30 min from my home and I had called the day before to confirm delivery.Never again and I have been getting the word out.
ANTHONY PERNA
VINELAND, NJ 08361 1-856-691-XXXX ANPERNA@ AOL.COM
10/25/2018
Job posted
I’m very interested working for Carvana as a Body shop Manager opening .I have a genuine interest in the job position. I have Managed a Maaco in Williamstown NJ .
I am very experienced with the Carvana policy’s and procedures .Excellent Management skills and also have connections with getting proper techs that only deliver quality workmanship .
I have already sent in my application . Very excited to become part of the Carvana Family group.
Very friendly and upbeat personality.Dedicated employee,self motivated ,very reliable.
Look forward in hearing from you soon.
Thank you
Anthony Perna
I have seen a lot of advertising on Carvana on tv and I have heard a lot about the great experience my family member had when purchasing a Carvana vehicle. The process looked so easy and hassle free without any hitches. The customer service agent, Lindsay, was great to work with so I knew this was going to be a great experience. Oh not me, that wouldn’t be my luck! It’s been the WORST experience of my car buying life! They were to deliver the vehicle I purchased on 8/30. A few hours before delivery they called and asked if I wanted it early. I said no as I was still at work. They agreed to deliver at my pre-scheduled time of 6pm. I then received a call from the delivery driver saying he was in my driveway and he drove the car over as a transport vehicle broke down. If I wanted my car driven way out here, I would have picked it up earlier in the week or driven it myself out here from Frisco. What happened to putting it on a transport vehicle as advertised and bringing it to me as you advertise. You could have changed my delivery date. Driving it out here took half the fun of seeing it pull up on a truck! Then to top it off my wheels, windshield and bumper were dirty! Looks like it was run though a regular car wash that didn’t do so well. It didn’t look near as nice as it could have looked. Moreover, there is no key for the glove or back hatch. It will cost me $72.00 to get one made. .My trade-in had a full tank of gas in it. I was told, “well you’re getting a full tank in the new car. But if you were going to give me a full time whether my old car was empty, (you didn’t know) I still lost out on that one. The car actually had 400 more miles on it as compared to the large picture of the odometer you furnish when the car is being advertised. When I spoke to Customer Service about this mileage descreptency, they referred me to the upper left hand corner of the picture of the car which is in about a 6 font that I never ever saw before that should the correct mileage. I was told someone likely brought the car home to purchase and then returned it. I said you should have then posted a large picture of the odometer reading upon it’s return. This has been the most disgusting car buying experience. Your delivery driver said he would try to get me a $30 gift card. $30 for all my trouble, issues and lies I just laughed. More like a $500 gift card for all my trouble, lies and horrible experience. After all, this was over a $35,000 vehicle! .
Your car came with a dirty windshield? Oh my, how utterly disappointing. And the wheels were dirty too? Was it the front bumper, like some had driven your used car? Gosh I would sue for mental distress. If you can’t afford a car wash and the key price, perhaps you should have bought a cheaper car. Better yet go get yourself a piece of old cardboard and a marker and make up a sign and stand on a busy street corner. I’m not quite sure what the sign would say, but just try to look poor and upset all at once. Perhaps some other princess types will feel your pain.
Love You!
The guy that works at the car wash.
Rod, I see you are just a small d*ck motherf-er who loves trolling. Go stand on the corner and suck d*ck you f-ing b*tch.
I am extremely disappointed (furious) with Carvana. I spent endless hours online and on the phone with representatives since Sarturday. I was quoted a trade in value which was rescinded and I was not informed. I was also told I could register the car on my own rather than roll it into the financing. I called back today (12) hours later when I didn’t see any adjustments made and was told I couldn’t register on my own and my trade in offer had been rescinded (even after I had been given an value of approx 4k). I was about to buy a 42K car which was scheduled for delivery in two days. I just cancelled the order. I spoke to many different representatives over the weekend all giving me different and incorrect information. I am looking forward to hearing your response before I post online. Although your staff were kind, they all were inconsistent, incorrect and derailed this entire deal. CC
I was so excited when I purchased my Kia Soul from Carvana in Houston, Tx 2/2018. The process was so easy and stress free , so I thought. I picked up my car and noticed a light on the dashboard. I ask the gentleman , why’s the light on he stated oh just take it to discount tires because the car could be from another region. I first stated , you take it to discount tires and make sure all is well. Finally, I just took the car and the tire pressure was low and air was added and the light went off on the dashboard. Ok, I thought all was well. Umm no, it was not. I noticed several deep scratches on the bumper that we’re not disclosed on the summary of the car. Carvana told me to call the warranty company and I did. Was told to get a bid to have the bumper replaced. I received the bid faxed it to Silver Rock and they approved it and the work was done. My car was kept for 3 days. I received my car back and noticed the car was making this loud noise. Took the car to get a diagnostic test completed. It was reported that the back brakes , calipers, and rotors were eroded with rusk . The entire under carrage was severely rusty . The pictures were sent to Carvana and SilverRock. How, was this possible when they state they perform a 127 point inspection? At this point I was furious and no one could explain me how this was missed. The work was completed in 2 days to change the rotors, calipers, and brakes. Then my air goes out without warning. It was blowing good never blew warm or hot air , all of a sudden it simply shut off. It not blowing or clicking or making any noise. Well, I was told that the rust under the car is still within their standards and it will be my responsibility to get my air fixed. I asked for a peace of mind inspection since all these issues were missed . My concern is with the engine and transmission. The response was you purchased a used car and you didn’t purchase the warranty. I’m not arguing these issues. I’m arguing that it’s unfair I was sold a lemon that falling apart. I would not recommend anyone to purchase a car from Carvana. At least with a car dealership they have the means to check it out instead of telling you too. They stated that they don’t sell cars with embedded rust. Well, I sure have one it’s been labeled a death trap .
Carvana took 22 thousand dollars from my bank 6-25-2018 in payment of 2016 Chevy….it is now 7-12-2018 where is my car…..
XXXXX Beulah av Pueblo co 81004
norma4647@ outlook.com
813 955-XXXXX
I purchased a 2017 Chevrolet Traverse and was very pleased at first. I even posted several comments on line about the experience. Then within the 100 day warrant and 4K miles, I experienced the engine light on. Brought to dealer twice in two days with different parts being changed. Diagnoses suggested several part and two were replaced. The power steering pump leaked oil out of the hose into the wiring harness requiring replacement. The issue started before I even purchased the vehicle and was not caught during the 150 point inspection. I bought it back to the dealer and silver rock carvana’s warranty program denied the claim because the time ran out. GM felt so bad they knocked off $1,300 from the $2,000 bill. My point is silver rock did not pay to fix the vehicle problem. I need someone to make this right and pay me back for this bill I just paid to the dealer. Please respond immediately by email. If I don’t hear back from someone in a week, I will move to step three. Please email me so I can send the receipts. cell phone 225-279-XXXXX
Very upset with Carvana was told that i breach my contract after i was told my down payment ead in the bank…advise them on the funds,was there however the keep saying it wasnt try to review info customer service refused n stated underwriting madr the decision that they will not draft the funds n the car need to be return advise i hsve i vested my money on insurance and payment why can’t they vertify card info n draft acvount while I’m on phone travis the customer service stated turn thr car in
Dear Corporate and Marketing Managers,
As a long time customer and former employee (many years ago), I ask to to stand strong against the pressure to remove your advertising from Laura Ingraham’s show.
David Hogg has blown this situation way out of proportion and is trying to make himself powerful as well as famous. Laura Ingraham
did not attack David Hogg, or bully him at all. In fact, he is his bullying Laura Ingraham, by trying to publicly shame her and destroy her career. Please do not allow a vulgar, whiny child to destroy a woman’s career because he didn’t like what she said.
If David Hogg is going to proclaim himself the spokesperson for Gun control, he should expect people to disagree and speak against him. And, Laura isn’t calling anyone “pathetic f*ckers that want to keep killing children”. No, that was David Hogg. Oh, and let’s talk about his level of disrespect. He says, “our parents don’t know how to use a f*cking democracy“.
For your education, here is the actual situation. On March 16th,
David Hogg tweeted that he was rejected by yet another college. Personally, I am not surprised he was rejected, despite his remarkable gpa, because he has regularly slandered politicians, the NRA, and the many average Americans who support the Second Amendment. He has been unwilling to sit down and discuss options, preferring to push for as much fame as possible. Why would any college want to accept someone who creates such chaos and potential disruption?
However, the fact is David Hogg seemed a bit whiny about it (based on follow up tweets about needing chocolate chip muffins to feel better) and Laura Ingraham made a comment. If you note in her quote below, she also says it is predictable due to UCLA’s acceptance rates. That is not a comment against Hogg, but UCLA. White men are low on the totem pole these days for college acceptance, something Laura speaks out about on her show.
“David Hogg Rejected By Four Colleges To Which He Applied and whines about it,” Ingraham tweeted. “(Dinged by UCLA with a 4.1 GPA … totally predictable given acceptance rates.)”- Laura Ingraham’s tweet.
So now the ball is in your court. I know you are being pressured from both sides. One of this country’s strengths is the ability for people to have different opinions and to work together towards solutions. Please take a stand for both the First Amendment and Laura Ingraham’s right to speak her thoughts.
Sincerely,
Kathi Kreider
Quite disappointed with Carvana. I purchased a 2014 Kia Sorento and on day one after the delivery the rear power hatch door stop working. I reported the issue immediately and to Carvana’s credit the were understanding and the car was repaired at a KIA dealer. One problem though, the dealer informed me in writing that the car had been in an accident therefore, the rear hatch even with new struts will not stay open because the door is way out of line. I followed up with Carvana on several occasions to express my concern that they sold be a car that had been in an accident however, did not show in Auto Check and/or Carfax. On 2/1/2018 they expressed to me that there is nothing they can do regarding my issue. I also at the advice of counsel ask them to swap out the car. Since they had an identical car albeit more expensive. They basically said they would not do that. Basically they sold me a car that was damaged and refused to remedy this situation.
My complaint is not an attempt to spear Carvana, I just want the car I purchased to be in good working order as any consumer would want. I quite disappointed and plan to file a complaint with Maryland State Attorney Office. I will also hire a lawyer to ensure my rights are being considered with respect to the purchase of this auto.
I just want to share with you guys at the ‘big’ house what a HORRIBLE car buy experience I have had, and currently still having with Carvana!
My husband and I were looking to get into a vehicle for our family, with a 3rd row, ASAP. We have a new baby, and at the time, with all 4 kids are not able to travel together as a family to go anywhere. So getting into a 3rd row vehicle is very important to us. We had some friends use Caravana in the past for several cars, so you came highly recommended.
We started viewing options online, and were immediately impressed by the cars offered, the selection and the shape of the cars. On 1/14/2017, we finally locked in and settled on a 2014 Kia Sorento. I noticed before hitting the buy button, the photos of the car did not show a 3rd row. So I did some research online, and it turns out that they COULD or COULD not have that 3rd row. Under the details and specs of the car, under seating – it said 3rd row. My thoughts then were that the row must have been folded down at the time. I still went further, and decided to call in and speak with an agent. The agent then confirmed that does have the 3rd row. Pleased with that being said, we completed the purchase. The car was then set to deliver in 2 days. AWESOME. The day before delivery, something didn’t sit right with me about the 3rd row. I then chatted in, and this agent then confirmed that DOES not have the 3rd row, and the annotation team must have made a mistake. Well that’s a BIG mistake to make. I called BACK in and the rep then told me that she didn’t think that had a 3rd row, but we should wait until that arrives, and then if not, refuse the delivery. So the day of delivery comes. That morning, I get up, and check online again, just because it was really bothering me. As I expressed with ALL the agents, this 3rd row was a deal breaker for us. Period! We can seat 5 in our sedan. After going online that morning, i noticed then the annotation – 3rd row seating was then removed from the listing completely .Then convinced that did not have the 3rd row – I cancelled. Very disappointed in the back and forth with that.
The following day after searching HOURS online, we decided on a 2015 Traverse. (Still really wanting that Sorento) but they was not a lot of those to choose from. So 1/16/18 we locked in on the 2015 Traverse. A little disappointed in the delivery time frame (compared to the speedy delivery of the Sorento) we patiently have waited 8 days anticipating the arrival up to this morning. We received an email yesterday 1/23 saying that would be there in 24 hours. Meanwhile we have set appts to have our day to day car put into the mechanic’s shop, and payed for a planned a weekend getaway. Since we could now fit all of our family. The day of delivery 1/24/18 we get an email saying there’s been a delay, and to call in.
I call in, to hear that the inspection center had some issues and that would be an additional 5 days until delivery. I was no longer as understanding. The agent stated they saw the SUV was last scanned in Birmingham, AL (only a few hours from us here in GA). I asked WHAT happened, and lead me to another question, what’s going on with the inspection that’s preventing us from getting this? Should we be concerned now? Is that, has that failed an inspection? The rep would need to get more information and call me back.
I get a call back, and long story short, the SUV has NEVER EVEN LEFT the facility in TX?!?!!??
Disaster. We have already planned this weekend, payed for it, and payed to have the insurance added to this vehicle that’s miles away. Apparently the facility in the beginning phases could not locate the car, and it’s since then, been located.
Here’s my issue. So many things could’ve been done in the beginning to keep us in the loop of this process. Knowing a car is traveling almost across the US, not being able to locate a whole car (??) the customers should have been notified immediately! This would have saved us hundreds of dollars, my husband a day off work, and a gigantic headache! I am SO angry and disappointed in the experience we have had with the let downs from your company. Purchasing something upwards of 20K all in the hands of an online store, and customer advocate agents, I don’t feel like the ball should’ve been dropped THIS many times. This is not giving us confidence in this purchase.
End all, I sure hope this SUV is exactly as it’s cracked up to be. The next issue we have will not resort in us choosing another car or waiting any longer.
– Consumer Derinda Arnold
Hi..Ernest c. Garcia lll
I will like to know if will you like to be interested in the hercules project
Thanks for you time
Sincerely
Pedro moreno
I was expecting my Hyundai Elantra Saturday 02/10/2018 at 3 then it got pushed back until Tuesday 02/13/2018 at 12! Got an email from the company twice telling me that they’ll have to reschedule my delivery date! I missed hours from work and on my pay check waiting on this car! I don’t know who’s running this company but I need to talk to someone higher up! I don’t wanna get my attorney involved but if my car not here by 02/14/2018 at 6-7pm we’re going to have a problem! I switched my insurance from my old car to this new car, they said I can’t get the car until I put insurance on it on the day of delivery which I did!
I called the corporate office the man is telling me that the safest bet is to put me on for 1pm, 3pm, 5pm or 7pm Friday! I work during those times!
I heard high praises about this company but I’m really not seeing where their coming from! I don’t know what they seen or did for them that they did for them that they ain’t doing for me but someone need to make something happen ASAP!
It’s happening to me exactly the same, they have rescheduled the delivery date 5 times, they made me change cars 3 times, and when I said that I was going to look for the car in Philadelphia, they gave me a new one and a date, and two days later they returned it to change. I’m paying insurance for a car that I don’t have, in addition to the frustration of never being able to have the car. The worst thing is that there is no manager to talk to and the advisors do not solve anything. I think I will buy my car in another way