Carvana

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. Creating a great car buying process is our top priority and that includes helping our customers find the best financial terms that meet their lifestyle. Every customer's terms are based on a variety of factors including, vehicle price, annual income, credit history as well as other non-credit related data sources. We understand the importance of flexibility and the ability to shop around for the offers. At Carvana, you have the ability to utilize third party financing, purchase with cash, or choose Carvana’s financing terms. We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. Our goal is to use our customers’ feedback to continue to improve our underwriting/verification process. 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.

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We pride ourselves on the quality of our vehicles and the efficiency of our customer advocates, and we apologize that in this situation we have fallen short of both. Your vehicle was delayed due to transportation issues, and there is no excuse for the delays that you experienced. Our advocates should be in constant contact when it comes to keeping you updated regarding the transport delays, and we apologize that this was not the case. Additionally, we apologize for the issue you experienced with the vehicle once you received it at the time of the delivery. Our vehicles do go through two separate 150-Point Inspections, however we clearly missed the mark with your vehicle and it is unfair you are having to take time out of your day to fix our mistake. We are having a hard time finding your account, but we would like to gain your trust back by looking into your situation further. Please reach out to us at (800) 333-4554, and we would be happy to assist.

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 embarrassed by the delays that you experienced and understand the frustration that this caused. It is important that mistakes are owned when they happen to demonstrate our care for every customer. 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.

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. If we are able to improve your experience in any ways, please reach out to us at (800) 333-4554.