Carvana

Carvana responded

Thank you for sharing your feedback with us in regards to your Carvana experience. Carvana prides itself on providing excellent customer service and having a streamlined car buying process. We are truly sorry that we fell short of this. We care about the quality of our vehicles, as a 150 point inspection is completed on every vehicle to ensure that it meets our high standards. During this inspection, we want to take the necessary time to review every aspect of the car and address any areas of concern. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. After reviewing your account, we are happy to see that you are working with our post-sale specialists and SilverRock to get your issues resolved. If you have any further questions or concerns please reach out to us at (800) 333-4554.

Carvana responded

We very much appreciate you taking the time to let us know about your recent Carvana experience with us. 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. Here at Carvana, transparency and reliability are paramount to the overall customer experience. We would like to apologize for any inadvertent miscommunication and for your experience that transpired, as our goal is to create a seamless process for our customers. If you continue to have any questions or concerns on this matter, please do not hesitate to reach out to us at (800)-333-4554 or chat in at any time.

merakhana responded

That’s exactly my point. Your process has failed you. When your office sends out an email a week ago telling me they were going to send me additional documents that they wanted me to take to DMV which had not sent in the first envelope that came with the car and then someone totally forgot to send me the documents for a whole week and your process failed to pick this up until I complained because I sat here with the FedEx tracker showing “ label created delivery June 28” . I received nothing on June 28 and then I had to complain before anyone realized that they had sent me nothing by FedEx . Your process failed and caused MF unnecessary anxiety and a second trip now to DMV. Send all the documents that the buyer needs in the envelope delivered with the car with complete instructions of which forms we need to return to you instead of sending me one form and then telling me you want me to go back to DMV again with additional forms including the one I already sent you by FedEx which someone in your office managed to lose. You need to be confirming that you will be reviewing and correcting your processes which have caused this failure in your quality of service to occur. Just received a second FedEx envelope from you with a blank form for title registration on June 30 and it’s the same form that we had already fedexed you two weeks ago. So you want us to go back to DMV and wait in line to get the same form completed again. Email says you need three do I ents yet your letter with this form says “ this is the only do I ent we need “ . It’s a horror show. You need to escalate this to a senior manager as we are getting nowhere. July 1 their agent Chad promised to talk to Registration dept and call me back because we cannot speak to them directly . He never called. July we spoke to Taylor and after 45 min we got cut cut off. They sent a 212 form which was incomplete with Lien details left blank but expect me to sign the form under oath of perjury when they left the information out and instructed me not to fill out any other details just sign the form . I’m signing a form which they will complete afterwards with lien details ? They were supposed to have fedexed other forms to arrive July 1 and they have yet to arrive and I have no tracker number . They want an emissions report for a two year old car and Delaware is not conducting emissions right now anyway . July 2 received yet another for. 212 form for the third time via FedEx to take vehicle for inspection to DMV . Went to DMV for the second time , got vehicle inspected and sent them form by FedEx today July 2. No response from Carvana and it’s July 8. Can’t contact registration department as they don’t talk to customer but you have to call their agents who in turn call registration department and promise to call you back but they have not done so twice. Status on their website unchanged even though we have now sent documents to them twice after two visits to DMV . They lost the first document that was fedexed to them so they sent us same document twice now. We went back to dmv again and again sent them the form.