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 for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and we hope you’re loving your new ride.

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. Thank you so much again for passing on your valuable feedback and if anything additional arises, please do not hesitate to reach out to us at (800) 333-4554.

Mpjusc@gmail.com responded

This seems to be an automated response.

Carvana responded

Thank you for taking the time to reach out to us regarding your delivery experience. We aim for every purchase to be organized and convenient from start to finish, so it is very disheartening to hear that we didn’t achieve this during your Carvana journey. We are disappointed we failed to complete the Carvana experience with our Vending Machine being inoperable on the day of your pickup. Please accept our apologies for the condition of the vehicle when you received it. Part of our process not only is guaranteeing that the cars have gone through the 150-point inspection to ensure it drives as close to new as possible, but we also detail every vehicle so that it looks (and smells!) as close to new as possible. We pride ourselves on the great condition of our used vehicles and we can assure you that your experience is absolutely not excusable or typical of our process. We take your feedback very seriously and will ensure it is passed to the proper department. 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.

The B Family responded

Thank you for the response. We will call in and provide additional details about our experience. The vending machine was operable, in fact our salesman had us “vend” a vehicle just for show, however it wasn’t ours and when the car that wasn’t ours came down it was extremely disappointing. He then explained, “yours in the the parking lot.” He knew beforehand that our car wasn’t coming down and had us do it anyway. The car was absolutely not detailed. It was maybe only vacuumed. There are purchase papers, a checkbook, and insurance cards in the glovebox from the previous owners, a dvd in the player, and a child’s hat in the cup holder. This car was not cleaned.