Carvana

My experience with Carvana has been extremely frustrating and disappointing. I was trying to purchase a vehicle, and instead of having a smooth and professional experience, I was informed that Carvana would and disappointing. I was trying to purchase a vehicle, and instead of having a smooth and professional experience, I was informed that Carvana would not proceed with my purchase because they claimed that information or documents I provided were potentially false, misleading, or could not be verified. More

I paid Carvana $18,209 in full for a 2017 Ford Explorer Platinum. On the day I was supposed to pick it up, they postponed delivery by eight days because the driver’s seat belt needed replacement. Here’s Platinum. On the day I was supposed to pick it up, they postponed delivery by eight days because the driver’s seat belt needed replacement. Here’s the problem: That same seat belt had PASSED their advertised 150-point inspection TWICE, including the safety checks under the driving evaluation. After digging deeper, I discovered that 24 inspection items were marked “Fixed or replaced,” yet Carvana couldn’t provide repair records, technician findings, or even a meaningful explanation of what work was performed. They also marked equipment the vehicle doesn’t even have, including a manual clutch and power sliding doors, as PASSED. Despite repeated requests, nobody could explain what was wrong with the seat belt, how the defect was discovered, or why it wasn’t caught during the original inspection. A representative even clarified that the inability to obtain further information applied to Carvana as a company, not just customer service. I escalated the matter directly to their CEO and other executives. They assigned an Executive Resolution Case Manager, but I still received no substantive answers. I ultimately canceled my $18,209 purchase because I couldn’t trust an inspection Carvana couldn’t substantiate. My refund is still pending. I’ve also submitted complaints requesting regulatory review of their inspection practices. I went to Carvana to avoid the dishonesty and hidden fees I’d encountered at traditional dealerships. Instead, I got a completely different kind of headache. My advice: Don’t mistake a 150-point checklist full of checkmarks for proof that a vehicle was thoroughly inspected. More

If you value your sanity then please stay away from this Corporate Scam!!!! Tried to buy a car for my daughter… supposedly had a done deal 3 times only to get the rug pulled out from under me every time!!! Corporate Scam!!!! Tried to buy a car for my daughter… supposedly had a done deal 3 times only to get the rug pulled out from under me every time!!! What was supposed to be a happy memory is anything but due to their shady scam like tactics!!!! Please do yourself a favor and deal with anyone else who has a shred of integrity. More

I’m on my third vehicle exchange and when the vehicle finally arrived the collision light is on. I said, here we go again. I reached out to Silver Rock and they directed me to take it to Pep Boys. Frustr finally arrived the collision light is on. I said, here we go again. I reached out to Silver Rock and they directed me to take it to Pep Boys. Frustrated, as I've been without a vehicle all this time. Pep Boys informed me they couldn't resolve the issue as it was electrical, so I had to go to the dealership. I was told that since my car's warranty had expired and I was using Silver Rock, a third-party warranty, they couldn't provide a rental. It would take a couple of days before I'd know if Silver Rock would cover the electrical issue, and if approved, they'd have my vehicle next week. I only had this third vehicle for a day before it needed repairs. When I contacted Carvana about my most recent issue and the checks that were supposed to be mailed, I discovered neither checks had been sent. After reaching out to the highest level of management, it turned out the $500 check was created but never sent, and they had to resubmit the $300 check while I was on the call. The supervisor I spoke with said she couldn’t expedite the payments or send them via ACH, I would have to wait for regular mail. I expressed all the issues I've faced and suggested there should be a better way. She insisted mail was the only option and said they couldn't help with a rental car or any refunds. She advised calling Silver Rock, which offers an option to rent a car with the promise of reimbursement. However, I've already spent extra money out of pocket, and now my only option is to spend more and hope to be reimbursed. I’ve had to spend a significant amount of money out of pocket without any support from Carvana. I strongly suggest exploring other options before choosing to do business with them. I wouldn’t want anyone else to go through the frustrating experience I’m dealing with it feels like once they secure your business, they’re quick to move on to the next customer. More

We took delivery of a 2021 Land Rover Range Rover from Carvana on 25 September, 18 days after the original appointment. The delay came from cancellations: after an earlier reschedule, two appointments wer Carvana on 25 September, 18 days after the original appointment. The delay came from cancellations: after an earlier reschedule, two appointments were called off about an hour before the window, each by automated message with no explanation and a new date several days out. Delivery is in person, so each one disrupted our plans. When the car came, it had roughly ten cosmetic issues inside and outside that had not been disclosed, a loose driver door panel among them. Carvana agreed to repairs, but the work cannot start until a third party warranty company authorizes it, and that process outlasts the seven day money back guarantee. The guarantee ended on 2 October with the car still unrepaired. Many other buyers describe the same experience. Carvana should extend the guarantee until disclosed damage is repaired and give a reason when it cancels a delivery. Unprofessional overall, and the opposite of how Carvana presents itself. More

I purchased a 2019 BMW 430i xDrive 2D Coupe from Carvana at the beginning of August, which was the best car-buying experience I've ever had, and had no issues until I drove it at night about 1.5 weeks later at the beginning of August, which was the best car-buying experience I've ever had, and had no issues until I drove it at night about 1.5 weeks later. I found out that the headlights were malfunctioning, so I initiated a SilverRock warranty claim (in the 100-Day Carvana Warranty window) and was advised by the in-network garages that I needed to go to a BMW dealership. The BMW dealership did an excellent job diagnosing the problem (and found another major issue) and contacted SilverRock with the estimate, which was in the thousands of dollars. Carvana suggested to me they would take the vehicle back, and I could select a similar vehicle on their website for an easy, even swap. They offered some very nice incentives in this regard, but in the end, I decided to keep the car and go forward with the repairs. The repairs were approved by Carvana/SilverRock right away, and the process was fairly smooth. The only drawback was that the entire claim and repair process took a little over two weeks (and part of that was me taking a few days deciding if I should swap out cars), but I would still highly recommend Carvana as a super smooth car-buying experience, and they do stand by their 100-Day Warranty! I'm a fan! More

This was my second Carvana purchase. My first experience was mostly positive, which is why I bought from them again. I purchased a 2025 Buick Enclave with about 26,000 miles. Shortly My first experience was mostly positive, which is why I bought from them again. I purchased a 2025 Buick Enclave with about 26,000 miles. Shortly after delivery I found cosmetic damage that was not clearly shown in the listing, including a roughly 1-inch gouge in the front bumper that appeared to have been patched and painted. SilverRock denied that claim. The next morning I received a low tire pressure warning. I immediately opened a claim and took the vehicle to a SilverRock in-network repair shop. The shop inspected the tires, performed a soap test, and said one tire needed immediate replacement and was unsafe to drive on. They also found uneven tread wear. SilverRock denied the claim. SilverRock told me the first shop was not cooperating and suggested I go somewhere else. I took the vehicle to a second shop. They also said the tire needed replacement and spent about 90 minutes trying to work with SilverRock. The shop later found and patched a nail in a different tire, but SilverRock again denied replacement. I continued getting low tire pressure warnings and had to regularly add air to the tire - every single morning.  Filled tire to 32psi, next morning near 20psi. I then took the vehicle to a third shop. They inspected all four tires and said three needed replacement because of low/uneven tread on the front 2 and the 1 that leaked each day had structural damage and was unsafe to drive on. I called Carvana and was directed back to SilverRock. A SilverRock representative told me that if the third shop submitted a written repair order documenting the issues, the tires would be covered. The shop submitted the documentation, and SilverRock denied the claim again. After visiting three repair shops and spending hours dealing with Carvana and SilverRock, I paid out of pocket to replace all four tires. Their support told me the repair shops were at fault and not Silver Rock, Carvana says its not their problem deal with Silver Rock.  3 shops all told me Silver Rock denies everything and is terrible to work with.  I sat on the phone with the 3rd repair shop and Silver rock hung up on them.  The cars from carvana have hidden issues and Silver Rock tries to deny everything the warranty is useless. More

Terrible customer service, sells and pushes vehicles that need work. Found out after my 7 days that my tires were 20 lbs over pressure and when decompressed it has shown me all the repairs and rust that need need work. Found out after my 7 days that my tires were 20 lbs over pressure and when decompressed it has shown me all the repairs and rust that needed fixed. GO ELSEWHERE! BEWARE! More

I purchased a 2022 Tesla Model Y from Carvana and discovered how important the exact wording of a post-delivery damage report can apparently become. I reported visible cosmetic/body damage after d discovered how important the exact wording of a post-delivery damage report can apparently become. I reported visible cosmetic/body damage after delivery. The hood damage was submitted to SilverRock and approved, but additional body/fender damage was not. SilverRock later told me that the additional damage wasn't covered because it wasn't included in the information Carvana submitted. A Carvana representative subsequently confirmed in writing that he could see the hood claim but was “not seeing a claim was entered for the other body issues.” I'm a consumer, not an auto-body technician. I didn't know I apparently needed to identify every individual body panel by name to ensure each part of the visible damage was included. Carvana now says the seven-day period has expired. I explained that I'm not trying to add newly occurring damage; I'm disputing whether delivery damage was omitted from the original documentation. I requested escalation and review of those original records. Carvana told me the representative couldn't escalate the matter or transfer me to a supervisor for an override. I was then told to “rest assured” that my current concerns were properly documented. Unfortunately, I relied on Carvana's documentation process the first time, and I'm now dealing with this dispute precisely because part of the damage wasn't included in what Carvana submitted to SilverRock. My advice: photograph everything at delivery, specifically identify every damaged panel/component, and obtain written confirmation of exactly what Carvana entered before the seven-day period ends. My complaint remains unresolved. More

Just a heads up for anyone considering Carvana: our experience has been extremely disappointing. My mom recently bought a car from Carvana with only about 17,000 miles on it. Despite the low mileage experience has been extremely disappointing. My mom recently bought a car from Carvana with only about 17,000 miles on it. Despite the low mileage, it came with four old tires in terrible condition. One had been patched multiple times and had FIVE nails in it. She discovered this while she was already in town, meaning she was driving a vehicle with tires that were not safe to continue driving on. So she did the reasonable thing and had the tires replaced immediately. Carvana is now refusing to reimburse her because she did not have the tires replaced through their approved service network. That is the part I have a serious problem with. When someone discovers a legitimate safety issue while they are already out driving, they should not be expected to keep driving around on unsafe tires just to reach a specific Carvana-approved shop or wait for Carvana to decide where they are allowed to go. She bought a low-mileage vehicle from them expecting it to have been properly inspected. Instead, she ended up having to immediately replace four bad tires just to make the car safe to drive, and now Carvana is refusing to cover the cost because she prioritized safety over their reimbursement procedure. If you're buying from Carvana, inspect the vehicle very carefully as soon as you receive it, especially the tires, and understand that if you discover something unsafe, you may still be stuck paying for it yourself if you don't follow their exact repair process. More