Carvana

Car-less for a week, $390 delivery fee despite delays, hours on hold with the call center, running around and filing claims to fix the only key which arrived faulty…the perfect car buying experience. C hours on hold with the call center, running around and filing claims to fix the only key which arrived faulty…the perfect car buying experience. Carvana is anything but quick and painless nowadays. We used it in 2018 and had a truly amazing experience. Bought the car online, it showed up a few days later exactly as described, everything was perfect. Fast forward to 2021 and it is nothing of the sort. When trying to buy, my account wouldn’t proceed to the purchase page, spent an hour on hold before finally getting it sorted out. $390 delivery fee? That’s new but ok, I can deal with it. Delivery date set for June 9th so we scheduled to give up our old car the day before. On the day of delivery I receive an email saying the car isn’t coming. Spent another hour on hold to find out the vehicle missed the transporter and would be a week late. The $390 delivery fee still stands but supposedly they’re paying $25/day in compensation. Hardly covers the headaches and still waiting to see if that arrives or if I have to chase it too. The big day, June 16th, finally arrives, drop-off set for 4:30. I receive an email at 3:30 saying the driver cannot reach me and if I don’t respond in 30min he is rescheduling. I frantically email him back with my confirmed phone number, the drivers license photo and insurance info he requested and get no response. Much to my surprise, the car shows up on time and looks fairly good barring a few additional undisclosed chips and adhesive gunk, except that the key doesn’t work. The driver assures me he has done the required paperwork and I should hear from someone by the end of the day to get it fixed, or in the next 72hrs at the latest. Days pass and still no word. I spend another 30min on hold with Carvana who tells me they have no record of a claim and then patch me through to SilverRock (warranty provider) where I get to spend an additional 20min on hold before being told that there are no participating dealers who can reprogram the key (in the entire Atlanta metro? that’s concerning). My return window is closed at this point so I’m stuck with the car and have to call around to find a facility that is willing to work with them, take the car over and sit while they fix it, then act as a go-between for the servicer and SilverRock. By now it’s been 3 weeks since I clicked “Purchase.” I’ve logged nearly 4 hours on the phone w/ Carvana, called half a dozen places to fix my faulty key (all of whom refer me to a dealer, none of which work w/ SilverRock), and have yet to start the red tape for the warranty. Buying from Carvana is a full-time job. More

This place is an ABSOLUTE nightmare. THE WORST I've ever experienced. It would take a whole page to write everything that has gone wrong. Long story short, after more than ten bumbles on their part, I am si experienced. It would take a whole page to write everything that has gone wrong. Long story short, after more than ten bumbles on their part, I am sitting here with a non working vehicle and they are telling me to take it to another state for an inspection. You have GOT to me kidding me. 2017 Jeep Renegade broke after three days. . More

I enjoyed the easy process of buying a used car. The car is in great condition and I'm happy with it but due to some unforeseen problems after its delivery, I can't give a 5-star review. Two days after the is in great condition and I'm happy with it but due to some unforeseen problems after its delivery, I can't give a 5-star review. Two days after the car was delivered it didn't want to turn on. This was a huge surprise seeing as Carvana states all of its cars go through a thorough inspection and the car's panel didn't turn on any indicators that would have warned me if there was something wrong with the car. Since the car is still under the 100-day limited warranty I called Silver Rock to come to have the car checked or even towed to a repair facility to diagnose the car. After being on hold for 20 minutes I was put through to someone. They took my information but I still had some questions. I wanted to make sure the car was being taken to one of Carvana's preferred repair facilities but the person on the phone was unable to tell me of any. After I got off the one I waited for roadside assistance. Two hours passed and still, no one had come. I called Silver Rock again and was once again put on hold for 20 minutes. The second person to help me asked me for my information to check the status of my claim only to find out that their system did not have any information on me or my claim. The first person never put my claim in so I waited two hours for nothing. Eventually, the second person did input my information into their system and I had to wait another hour for help to come. On the phone (both times) I was told that the car would be towed to a repair facility (and both times they could not provide me a list of Carvana's preferred repair facilities). So then I had to call Carvana and ask for a list of your preferred repair facilities to make sure the car was being taken to a place that I would not have to pay out of pocket. Luckily, the Carvana associate was able to help me in that department. Then I received a call from the company that was coming to help me with roadside assistance informing me that only my car's battery would be jumpstarted and not towed seeing as they do not tow cars in Arizona. So I'm wondering why isn't it that Silver Rock's associates have no clue as to the services they provide to its Carvana clients? Luckily, the battery was still in perfect working condition and the problem was with the negative terminal having corrosion. All that was needed was a brush down and the car was running again. It was a very unfortunate experience for me that could have been handled better if I had been assisted properly. From this feedback, I hope that Carvana can work on bettering the service its clients receive from Silver Rock because I felt pretty abandoned during this experience. More

Started out great....ended up a nightmare!!!....ne er again.....finalizing, wasn’t final.....kept getting emails for copies of documents already given! again.....finalizing, wasn’t final.....kept getting emails for copies of documents already given! More