Carvana

Carvana responded

Thank you for leaving your feedback about your recent Carvana experience. It looks like one of our advocates has reached out to you and is working to get these issues resolved! We apologize again for the confusion and any inconvenience that went along with it. We appreciate your business and your patience, and look forward to resolving this! Thank you. -Team Carvana

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. It is unacceptable to hear that your vehicle did not arrive in the standards Carvana has set. Purchasing a vehicle should be an amazing experience, and we are sorry to have let you down. Please know we take your sentiments seriously, and we will be holding the proper teams accountable for this mistake. We are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle.

lizzybugg609 responded

There has been nothing amazing or exciting at all during my car buying experience with carvana.. this vehicle has broken down 3 times in 2 months leaving me in EXTREMELY unsafe conditions while traveling alone. this vehicle is not reliable or safe for my family at all and i am very distraught that i am stuck with it and carvana does not care about my safety or my general satisfaction through out this entire ordeal. i am not proud or excited about my new purchase in fact i am embarrassed and very upset. I can not get anyone above a supervisor when i call customer care and i find it hard to believe they have noone above them to answer too and when i reached out through Facebook CARVANA BLOCKED ME FROM MESSAGING THEM. I am contacting the BBB to hopefully help others from ending up in the same situation as me.

Carvana responded

Thank you for taking the time to provide feedback on your experience. Carvana’s goal is to create a stress-free car buying experience and it looks like we missed the mark. We are working very closely with our third-party vendors to process our customers’ registration. Every state has different policies and procedures we must adhere to. Sadly, Covid-19, has slowed down our process considerably. We sincerely appreciate your feedback and patience as we work diligently in completing your registration. Upon further review, we do see your concerns have been addressed. Kind regards, the Carvana Team.

Carvana responded

Thank you for leaving your feedback about your recent Carvana experience. Wearable items are generally not covered by service warranties anywhere in the industry. At Carvana, we guarantee that your wearable items will have at least 50% of their life left when they arrive to you. We tend to catch items with less than 50% during our inspection, and provide replacements. However, if diagnostic information shows that we missed an item, it is eligible for coverage. We know that our customers purchase vehicles sight-unseen, and so we provide them with 45 days or 1500 miles to report issues with their wearable items. It sounds like this was the case with your tires, and we're happy that you were reimbursed and have new tires for your vehicle! We do apologize about your brakes, but in order to provide you with any more insight, we would need to be able to identify your account. If you would like to discuss the issue with an advocate, or have any additional questions about your coverage, please contact us at (800) 333.4554. Thank you!

diva42long responded

The car is a 2018 under 30,000 mi and should not have this many issues w/an alleged 150 point inspection. It started w/the sunroof not functioning a week after receiving the car. Then all 4 tires needing replacement, tire alignment adjusted, rear brakes and rotors, The diagnostic also found that the HVAC needs replacement due to a humming noise coming from the heater. Not all cars are built the same and advertising a 150 point inspection as if all cars are the same is misleading. I purchased a Italian luxury that is rare. This car make/model requires special tools from Italy to preform test and repairs that most likely Carvana does not use b/c the above issues would not be happening. OrCarvana chose to ignore them and hide behind the warranty. Either way the experience has been extremely time consuming, disappointing and frustrating. After putting down $8,500 on a luxury car it has been serviced 3x within 2 1/2 months. It’s currently being serviced now. In addition roadside assistance never showed up after waiting 4 hours on my birthday. All three contractors canceled and each time I had to reach out to Carvana. I finally called the maker of my car and RSA was there within 45 minutes. Since Carvana sells luxury cars, I suggest partnering w/RSAs that are equipped and insured to assist owners of speciality cars. Now that I know better I will only purchase certified used cars from a dealership. 150 point inspection does not compare. Furthermore Bridge Crest and their high interest rates even after putting down $9,000 is Subprime. Interest rates are at an all time low yet Ridge Crest is still trying to charge astronomical interest. I have been in contact with Carvana and spoke with CA Cody and TL Josh who both were rude and condescending. Josh let me know Carvana would adhere to the 45 day 4,000 mi policy and would not help. Which led me to file a formal complaint. I’m so tired of this. I have never had this type of problems with dealerships. Carvana was very helpful during my 7 day money back period. Now I have to wait 2-3 days for a Team lead call back, when I was in my 7 day period I spoke to a TL right away. The experience has been a nightmare.

Carvana responded

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Should you have any additional questions or concerns, please reach out to us at (800) 333-4554 or through our online chat feature.

Carvana responded

We know that your time is valuable, so we truly appreciate you taking time out of your day to provide us with feedback. Carvana strives for every customer to have an easy and streamlined experience, though it seems we have fallen short, and for this we are sorry. We always work as diligently as possible to ensure that vehicles are transported and delivered on time, so it is disheartening to hear that you encountered delays in your purchase. Thank you for your feedback regarding your recent Carvana purchase. It is unacceptable to hear that your vehicle did not arrive in the standards Carvana has set. Purchasing a vehicle should be an amazing experience, and we are sorry to have let you down. Please know we take your sentiments seriously, and we will be holding the proper teams accountable for this mistake. The condition your vehicle arrived in was not up to Carvana standards either. We should have annotated more of the larger scratches on the website and we are sorry for that. The appropriate fixes should have been done prior to delivering the vehicle and we want you to know we understand the inconvenience of having to take the vehicle to a repair facility on your own time. We are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle.

melloyello689 responded

I’m more worried about the mechanical inspection that was obviously Not Completed on the vehicle. But your website states that the car was perfectly fine, It Is Not. Now I’m running around to repair shops to fix something that you should have caught prior to releasing the car and now I hear that your insurance company may not cover.