Carvana

I was looking to trade in my 2019 Jeep Wrangler for a 2020 Toyota Highlander from Carvana. In the beginning everything was great and super convenient. I picked up the highlander on Monday June 14th at th 2020 Toyota Highlander from Carvana. In the beginning everything was great and super convenient. I picked up the highlander on Monday June 14th at the Atlanta hub and when I arrived I handed them the keys and title to the Jeep and the lady walked me outside to get the highlander. It didn't really hit me until I was driving home that she did not explain anything about the vehicle, only asked if I had any questions and seemed really rushed. While driving home I realized that the temperature was in Celsius and not Fahrenheit and the mileage was in kilometers. I was able to change the mileage but after many phone calls with Toyota I had no luck with the temp. I was able to take the vehicle to the toyota dealership Wednesday to have them check it out. After they ran my vin they immediately said “this car is Canadian and we can not service this in the US”. Meaning the 3 “great” warranties I would have gotten through Carvana wouldn't even be considered in the US. After I left the dealership I immediately called Carvana and told them what was going on and asked them to return their vehicle and receive mine back. They scheduled to deliver my vehicle to me on Sunday the 20th at 11:00am. At 10:30 am on Sunday (the day of delivery) I got a message from the Carvana in Tennessee stating that my vehicle had not arrived at their location and we would have to reschedule. I called the number immediately and asked why my vehicle was being transferred to Tennessee seeing that I dropped it off in Atlanta. Come to find out my vehicle was transferred to the Winder Inspection Center AFTER I had already called and requested a return. Basically they admitted they screwed up. We finally got confirmation that they would let me know if it was at the Atlanta hub any sooner but the definite day will be Wednesday the 23rd….. Well when Wednesday came around I called to see what time I could pick it up and the very rude Atlanta associates stated that it missed the first load and wouldn't be in until that afternoon. (they weren't even sure about this). So I'm not really sure if something happened to my vehicle and they are just dragging their feet to figure out what to do. I am having them email me confirmation that I will receive my vehicle Thursday the 24th. I did pick up my Jeep on the 24th. When I arrived they had me sign for the miles that I had put on their car and handed me the keys to the jeep. When I asked for my title back they stated that it had already been sent out to registration and was going to be mailed to me (i was furious at this point because they knew i wanted the jeep back)…. When I got in the Jeep to leave I noticed that they unplugged the wiring for my interior lights and pod lights and had taken the stickers off of the outside of my jeep. This really upset me seeing that i told them only 2 days after i dropped the jeep off that i wanted to come back and get it. This was my property and they had no right to undo or take off anything on MY vehicle. They really should work on communication and their process. This was a horrible experience and I will NEVER use Carvana again let alone refer anyone to use them. More

I was so excited to find a car and not have to deal with a salesman. I found a great car, got all the documents signed, got insurance, waited anxiously for the delivery date, and waited more. I was ready an a salesman. I found a great car, got all the documents signed, got insurance, waited anxiously for the delivery date, and waited more. I was ready an hour early in case the car arrived early. After waiting awhile I online chatted with an agent, who had no information for me. I waited another hour and online chatted again, again with someone who had no information for me. I finally called and chatted, hoping for someone further up the food chain, and again got no useful information. The car was at the hub. When I asked where the hub for my area was, I was told Portland - which is less than an hour from where I live. They said they had emailed the hub, and marked it urgent, but had gotten no response. They claimed to have no phone number they could call for the hub to find out what the delay was - what?? Carvana cannot phone their own hub? About 6 hours and 15 minutes past my delivery time, I got a text that delivery was delayed and be on the lookout for a new delivery date. An hour after that I got a text that delivery would be one week later. If I had received those emails before the appointed delivery time, before I had waited more than 7 hours, I would have been disappointed but patient. I never received a call from an actual person. I never received any information of why there was a delay. If my car was in Portland, I could have driven there and picked it up. So, I cancelled my order. I no longer believed them. Until my non-existent delivery day, everyone I spoke with was extremely helpful and personable. Their employees were great. But the product - or lack thereof - was their downfall. More

Beware! I had to get a new transmission after only having the car 11 days. Make sure you take time to get the car thoroughly checked out by a dealership after you get a car because they won't return it afte the car 11 days. Make sure you take time to get the car thoroughly checked out by a dealership after you get a car because they won't return it after 7 days. I couldn't take time off of work under the 7 day grace period to take the car to get a diagnostics done otherwise I would have returned it had I known about the multiple service lights and issues with this car. One would think that all of the service lights which are very visible every time you start the car, had been addressed before selling the car. This is not the case for Carvana or at least in my experience. The "150 point inspection" seems like more of advertising buzz words than something that actually happens. There's no way the issues with my car would have been missed if that was true. I feel like I got bait and switched on this car and now I'm stuck with this lemon. Be careful! More