Carvana

Carvana responded

Thank you for providing details of your recent Carvana purchase experience. We are so pleased that you enjoyed your Carvana experience, and we are glad we were able to provide you with the easy and streamlined car-buying experience that we always aim to provide our customers. We recognize that your experience does not end after your first week is over and will always remain an available resource to you. Thank you for being part of the Carvana process and part of our family.

Carvana responded

Thank you for taking the time to reach out regarding your recent Carvana experience. It is disheartening to hear that your vehicle was listed incorrectly on our website as our intent is to never mislead you. With every vehicle purchase, Carvana offers a 7-Day Money-Back Guarantee because we would never want a customer to keep a vehicle they do not love. We are truly sorry that your vehicle arrived with more wear than anticipated. A 150-point inspection is conducted on every car to ensure that it meets our high standards and we do notate the 3-5 most prominent cosmetic blemishes that reflect the vehicle’s years on the road. It pains us to know that we let you down and did not meet your expectations. Our team of dedicated advocates is always here to answer any of your questions, so please don’t hesitate to reach out via our chat service 24/7.

Carvana responded

Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your concerns. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

Ahall2 responded

My vehicle has been in the shop, Carvana’s preferred shop since June 18th. Today is June 26th. The reason it has been in the shop for so long is the shop is unable to reach anyone in Silverrock to get an approval to fix the issues. I have called them numerous times and after a 50 minute hold spoke to a representative who said he would get the warranty dept to call my shop with in 24-48 hours. It never happened. I would absolutely NEVER do business with Carvana again and would highly recommend others didn’t either.

Carvana responded

Thank you for taking the time to reach out regarding your Carvana experience. We are truly sorry that you did not have the stress-free experience we strive to provide every customer. We apologize if you felt that it was frustrating to discuss your situation with a different customer advocate each time you called in. We will use this as a learning opportunity to better our customer service and ensure our advocates are being thorough on each call. We can assure you that we have passed on your feedback to our management team regarding your experience communicating with our advocates. Please let us know if you have any other questions or concerns by calling us at 1-800-333-4554. Thank you for choosing Carvana.

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. Additionally, 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. Overall, your experience does not reflect the streamlined process we hope to provide every customer, and for that, we sincerely apologize. Although you experienced bumps along the way, we appreciate the patience you had with us. Should you have any further questions please do not hesitate to reach out to us at (800) 333-4554 or via our 24-hour chat service.