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. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Jock231 responded

Wandria Harris

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We want to ensure that every customer has an exceptional car buying process. This starts with meeting the deadlines we set and providing accurate timelines. The last thing we want to do is inconvenience a customer in any way with a delay, as we understand the frustrations this can cause. We aspire to have a streamlined and easy car-buying process, and we apologize if you felt your experience was unorganized or frustrating in any way. There is no excuse for such issues and we thank you for your patience as we got those issues resolved. Please do not hesitate to reach out to us at 1-800-333-4554 if there is anything additional we can do for you.

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. We would love to improve your experience, so feel free to reach out to us at (800) 333-4554 if we are able to assist you with anything else.

cgiddens04 responded

This is irreparable. Until you hold yourselves to the same standards that you hold your consumers and third party bankers to. No vehicle should have to go through a 107 point inspection, after the deal is processed. It should have been done the day it rolled into the lot. If you expect everybody to have less than 48 hrs to get their stuff done, when buying a car, you should be able to get that same stuff done in 48 hours or less. I have seen countless reviews where you guys refuse to fix or even acknowledge your error in the delivery process. As for the car shipping, stop using third party and use your own. This would cut down on the delay in delivery of a vehicle. Then the down payment being due, if you live outside the designated area, the day of purchase is another issue. That is false advertising. It says that nowhere on your website. This is borderline scam.

Carvana responded

We appreciate you taking the time to provide us with your feedback, as we know your time is valuable. Carvana works diligently as possible to ensure vehicles are transported and delivered on time. We apologize for the miscommunication about your delivery as we want each of our customers to have a memorable experience. Carvana prides itself on being transparent with our customers and it is unacceptable that a clear line of communication was not established. Your feedback has been heard and if you have any additional concerns please call us at (800) 333-4554.

loriksmith63 responded

THEY LOST MY CAR On 9/10/21 I located a car on the Carvana website – 2019 Hyundai Santa Fe – beautiful vehicle, low miles, great price. So, I started the process of purchasing it – got the financing with my bank and provided Carvana with all of the necessary documents for a 9/10/21 delivery – it was downhill from there. 9/10 delivery missed – tropical storm, unable to drive the transport truck – I totally understood that. The next delivery date 9/15 – delayed again; 9/19 – delayed; 9/20 – delayed; 9/25 – delayed; 9/27 – delayed – each time I called, I was on hold for over 30-45 minutes, many times the call was disconnected when the rep answered. Every time – same excuse – “logistical issues” Finally after the last dreaded, all-to-familiar, delivery delayed text, I called – the rep actually said, “I’m going to level with you, we cant find your car” – so, Carvana sold me a car, lied to me repeatedly about the status of it, so I decided to cancel the sale. Previously, I had been promised compensation of over $325 for my inconvenience and the cost to rent a car, etc. I was told when I canceled that I would not receive that money since I didn’t buy a car! YOU MEAN THE CAR YOU SOLD ME THAT YOU DIDN’T HAVE, buy a car? I am furious – I would NEVER recommend Carvana to anyone, EVER. The rep offered to help me find another car with them – SERIOUSLY? Thankfully, the money was returned to my bank, and was able to locate a similar, less expensive Santa Fe. To top it all off, the car they lost is back on the Carvana website for sale. FRAUD! DO NOT USE CARVANA!!

Carvana responded

Thank you for bringing your concerns to our attention. 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. Although we always desire the completion of the registration to be fast and smooth, sometimes things happen beyond the scope of our control that prevents this. Carvana would be happy to look into this matter further, but unfortunately, we are unable to locate your account. Please reach out to us at (800) 333-4554, and we would be happy to assist.