Carvana

My wife and I have purchased 2-vehicles from Carvana, a truck in 2016, and an SUV in September 2024. The experiences couldn't be more different. The first was a great experience, which is why we went with truck in 2016, and an SUV in September 2024. The experiences couldn't be more different. The first was a great experience, which is why we went with them again a few months ago. About an hour after the SUV was delivered, we saw several imperfections not listed on the profile detail page for this SUV. Moreover, several features they list on that page were either nonexistent, or unavailable because the vehicle came with only 1 key (which we knew about). The remote start was listed as a feature for this vehicle, but when programming the infotainment states both keys must be present to program. We started the first of many calls within a few hours. Within the first few calls we were promised a $200 credit for a key fob and were told 2-weeks after our return timeline had passed we'd be sent a $200 check, which was fine. However, we would find out later it needed to go through their approval process and would ultimately be denied (zero follow up to let us know). We called back about our other issues many times within our window and would continue to experience a roller coaster of some decent calls mixed with many bad. Most of Carvana's customer service reps simply lack any kind of people skills, and several times we'd have calls dropped on us where nobody ever called back even though they'd take down our phone numbers during the call. They have no follow through, and it is completely up to the buyer to initiate everything/anything if something is wrong. Although, Carvana would ultimately approve fixing one of the imperfections (via 3rd party), it was a struggle to get even that. Overall, this experience with Carvana was not worth the perceived convenience of purchasing online, because if you have an issue and call them for assistance it's going to be an uphill fight. More

Carvana is a joke. we have purchased 7 vehicles from Carvana. We found a different vehicle before any transportation or anything was done to the corvette ordered. We we have purchased 7 vehicles from Carvana. We found a different vehicle before any transportation or anything was done to the corvette ordered. We changed to a Land Rover. Delivery on both of these vehicles was weeks away. They refused to refund the shipping fee because it was not within 24 hours. It was 48. The customer service team was rude and provided little assistance. The manager sent me a response and immediately disconnected himself when I asked for reconsideration. i have a law degree and will be seeking remedies so others are not taken advantage of by this company. They will be headed down the same path as Vroom with thesr Business practice. I implore you do not give this company your money. They don’t care about their customers only stealing your money. More

They are scammers! !! They sold me a melon car( hyundai sonata 2015) got it last year and right after the warranty ended the car started to get engine issues and literal !! They sold me a melon car( hyundai sonata 2015) got it last year and right after the warranty ended the car started to get engine issues and literally every couple weeks i get engine issues i pay over 1k to fix it over and over and over again. Now the engine entirely broke down at 88k miles!!!!!. And I still owe them 5 years in the financed monthly payments!!!!!. Carvana you are scammers you are the worst decision i have ever made. I live now in the worst nightmare I am a low income and can’t afford to pay for new engine or to pay for the monthly payments or even to go to work. I recommend no body to buy from them and never think about it they always sell melon cars!!. In a few days i will come to give you the car and I won’t pay for nothing anymore i am done with you and i will sue you if you ever call me for money More

I was pre approved thru Carvana with a $790. 00 down payment. I paid that exactly 2 weeks ago today. I submitted all requested documents except for proof of insurance which I was going to purcha 00 down payment. I paid that exactly 2 weeks ago today. I submitted all requested documents except for proof of insurance which I was going to purchase the following day however NC was hit by Hurricane Helena. We had no power, no cell service or anything. When I was able to get cell phone service there was an email informing me that I had missed a deadline and the vehicle was no longer available. I was heartbroken. Keep in mind that I'm currently working with FEMA due to damages to my home. I spoke to an advocate on Monday 9-30 and she found me a different vehicle but failed to mention it had an additional shipping fee of $690 and was coming out of Florida. I only found that information out AFTER my pick-up date was delayed TWICE! I have full coverage insurance in place right now for a vehicle I never received! I called this past Monday 10-7 for a FULL REFUND and was told expect it between Wednesday Friday. I called yesterday to confirm my refund and an advocate convinced me into yet the 3rd vehicle from them but this time when all my paperwork went through they are now asking for a down payment of HALF the purchase price! NOTHING CHANGED so I don't understand the problem. I want an immediate refund of my ENTIRE down payment of $790. I can not believe this company is taking advantage of customers during a NATURAL DISASTER! More

I had a terrible buying experience from Carvana. Initially purchasing the car online was a very smooth process in terms of finding a vehicle, signing paperwork and scheduling a pickup. However upon Initially purchasing the car online was a very smooth process in terms of finding a vehicle, signing paperwork and scheduling a pickup. However upon receiving and inspecting the car is when the problems began. The vehicle had several areas of cosmetic damage that were not disclosed on the listing. This was concerning as they were very obvious areas with damage, for example a crack in the rear bumper and large scrapes on the front bumper, tires with sidewalls peeling apart - all very noticeable and I am unsure how these could not be considered areas that should be called out in the listing in comparison to the items they did call out, which were very minimal in comparison. Nonetheless, I followed Carvana's process for submitting a claim for each of the areas of concern. From there, I spent hours on the phone with customer service reps trying to coordinate between Carvana and their warranty provider SilverRock. There was a major disconnect between the two companies and how the claims were sent back and forth. Despite multiple submissions and phone calls, SilverRock could never actually get to the claims. All the while, Carvana promised to return calls to me, provide updates, etc. and never followed through. I was always the one calling the next day to follow up because keep in mind, you have a 7-day return policy to get answers on these claims to help make your decision on whether you want to keep the car or not and for my scenario, the answer on these claims would be a deciding factor in that. Ultimately it got to the point where that return window had expired and I was unfortunately left with no choice but to just return the car because of the damage - which I never got an answer back on if they would in fact fix it, but yet was told my 7-day return window would expire so I just needed to make a decision. Overall, a very poor experience. One in terms of what is actually disclosed in terms of wear and tear and damage and two in the experience after receiving the car when there are issues. It is very clear that they have a VERY strict process and there is really no room for working through it logically. If it doesn't fit the process puzzle, you are out of luck and only have a decision to return or keep. It's unfortunate because Carvana seems to present a very seamless process, which I'm sure it is if there are zero issues with the vehicle. However, I would not recommend buying a car from Carvana. More

I recently purchased two Jeep Wranglers from Carvana, and unfortunately, both experiences were major letdowns. The first vehicle, a 2020 Jeep Wrangler, arrived with several panels that had rust painted ov unfortunately, both experiences were major letdowns. The first vehicle, a 2020 Jeep Wrangler, arrived with several panels that had rust painted over. This was a huge surprise and led me to return the vehicle under their 7-day guarantee. I then selected a second vehicle, a 2018 Jeep Wrangler, hoping for a better outcome. Upon delivery, I immediately noticed front bumper damage that had not been disclosed by Carvana. Worse yet, after getting it inspected by a local auto body shop, I discovered it had frame damage and was not safe to drive. Despite filing a claim immediately, Carvana and SilverRock delayed acknowledging the claim until my return window was almost over. This delay left me scrambling to find a replacement vehicle. While they did offer an additional day to find an exchange, the shipping costs for another vehicle were far too high, leaving me with no option but to return the vehicle again. To make matters worse, Carvana demanded a debit card for payment on the trade before agreeing to pick up the Jeep, which was not part of our contract. Overall, this has been an exhausting and frustrating process, filled with missed inspections and poor communication. I expected much better from Carvana and am deeply disappointed with how unsafe vehicles were allowed to be sold and how difficult it has been to resolve these issues. I hope they take steps to improve their vehicle inspection process and customer service going forward. More

BUYER BEWARE! !! That big car tower you see off the 405 is actually a giant lemon tree! Carvana's crooked business model is selling broken cars to people and hop !! That big car tower you see off the 405 is actually a giant lemon tree! Carvana's crooked business model is selling broken cars to people and hope they can't figure it out before the 7 day return period. Fortunately for us, the problems with our car were immediately apparent. Driving it off the lot to home we realized the AC didn't work. When we got it home we called Carvana to tell them, and the representative was very friendly and apologized and let us know we could take it to an authorized auto shop to have it inspected and repaired. So now we have to go driving around getting their car fixed for them, but hey, my wife Loves the car, and we figure if we get the AC fixed it's good to go. No biggie. Unfortunately this was not the case as further obvious problems with the car began to show up. It's worth noting that the friendly representative lied to us on the phone, assuring us that Carvana does a full 200 point inspection on all their cars before selling them. A child could tell the AC wasn't working sitting in it for 1 minute, and the other problems were also obvious to anyone with no mechanical background. No inspection was ever done, and I highly doubt anyone even sat in the car once before selling it to us. The other, and far more crucial problem was that the battery for this EV only held about 45 miles range on a full charge. Again, if anyone had sat in the car even once this would have been obvious by just glancing at the dashboard. When we called about this they told us to take it back to the mechanic. So more time, money and stress wasted trying to fix their mistake with no accountability for the hassle they caused on their end. After taking it to the mechanic he said we had to contact BMW and take it to a dealership to get tested. The dealership said they would charge us $550 for the inspection of the battery and would only replace it if they decided it was bad enough. Of course, we all know they will say it's not bad enough, and we will be stuck losing $550 and more time and stress trying to fix Carvana's mistake. Still, we tried to play nice and asked for another extension for our 7 day return period because we were trying to fix their negligence and hadn't gotten a chance to try out the car at all. They told us no, as if the extensions they had given us were a favor to us and they were not going to do it again. The audacity of these companies! Zero accountability. After this we threw in the towel and will be returning the car. We wasted so much time and went through so much stress for nothing. This car was a gift for my wife, and she was so excited and now is so disappointed. Carvana could not care less and will likely just sell the car off to the next poor buyer. That's why I'm writing this review: so no one else has to go through all this. DO NOT BUY FROM CARVANA! THE ABSOLUTE WORST EXPERIENCE I'VE HAD WITH ANY COMPANY EVER! More

On or about August 15, 2024, I attempted to purchase a 2019 Dodge Challenger from Carvana. They almost immediately charged me a $690 delivery fee, which I had no problem with as I was attempting to purcha 2019 Dodge Challenger from Carvana. They almost immediately charged me a $690 delivery fee, which I had no problem with as I was attempting to purchase the car in good faith. After sending them reams of documents to establish my identity, address, and home ownership, they had a problem with our phone bill. Because my wife set up a family account, only my number appears on the bill, not my name. The wife's name and our address is on it (she was a co-signer), but this wasn't acceptable and they would no longer finance me. This is simply the way T-Mobile does their bills, there's hardly anything I can do about it. The "advocate" I was dealing with (and who speaks to you as if you're a child) assured me on two separate occasions on the phone that this shipping fee would be refunded "as there would be no account to tie it to." I waited until the 22nd of August and chatted via their website to another "advocate" named Tyler, who apologized for the refund not automatically going through and that it would be put in manually. I have a screenshot of his message. Now today, 4 September, I contacted a different person as there is still no refund and was informed that as the order was canceled at about 27 hours after I started the process (due mainly to them stringing me along with requests for more documents), I don't get my money back. In a nutshell, I have been charged a shipping fee for something that never shipped. It wasn't even supposed to arrive for another week anyway, it isn't like the car had been loaded on a truck. This being over their 24 hour deadline wasn't my fault, and charging me nearly $700 for nothing is outright theft. Have nothing to do with these people, that's my advice. But don't take my word for it, Google "Carvana fraud". More

Ordered, received confirmation email. then cancelled 12 hours later and no confirmation email. 5 days later pulled the shipping and down payment. Now no record of that via email or in C then cancelled 12 hours later and no confirmation email. 5 days later pulled the shipping and down payment. Now no record of that via email or in Carvana account. I expected the shipping charge, but now having to wait up to 3 weeks for thousands of dollars is crazy. And no transaction record or emails. Customer service confirmed they don't send cancellation confirmation emails. Why would you not this day in age? More