Carvana

I really wanted to like Carvana, but every step of the way has been multiple difficulties, wasted time, and money. I decided to try Carvana and between my husband and myself, we have spent well over 30 way has been multiple difficulties, wasted time, and money. I decided to try Carvana and between my husband and myself, we have spent well over 30 hours dealing with the various snafus and miscommunication (and that is a very generous estimate). Two weeks after the purchase, I am now dealing with Carvana trying to get the truck registered in a different state from mine. Save yourself the time, stress, and aggravation and go to your local dealership. At least you know what you are getting, and you will complete the purchase same day. The Good: Carvana does have a large variety of vehicles to choose from. The actual exchange of vehicles went surprisingly easy. The delivery person (Danny) was great to work with, and the process was fast. When you can get a hold of a customer service rep (not the call center) they are friendly and helpful. (Shout out to you Eric on 6/13/23) The Bad: First, we traded in a vehicle and paid cash on the remainder. We got an email that the car hold was expired and reposted for sale, when they immediately transferred money from our bank account the next business day! I had to make some calls and emails to get that fixed. The truck was delivered with bad breaks that should have never passed an inspection. I called a representative who assured me that this would fall under their 100 day/400mile warranty. Since I needed a vehicle (Carvana now had possession of mine), I decided to take it in for repairs to a (SilverRock warranty company) preferred auto repair shop (PepBoys). PepBoys inspected the truck and stated it needed front and rear break work. SilverRock stated it was to be covered under the Toyota warranty, but it wasn’t, because it was considered a wearable part. SilverRock then stated that they needed a letter from Toyota stating such, even though it is already written in the Toyota warranty. Toyota wouldn’t get on the phone with SilverRock unless the truck was at their dealership and the truck was partially dismantled at PepBoys. On a Friday, my husband and I spent the entire day making multiple calls to: Carvana, SilverRock, Toyota and Pep Boys. The entire day! We ended up just paying almost $1,000 out of pocket to get the xxxx truck which I needed to haul a trailer that weekend. I took the truck to the Toyota dealership the next week and had them get on the phone with SilverRock regarding the warranty issue. After submitting even more paperwork for reimbursement, I am now waiting for a check in the mail….pending final review of the claim. This morning, I woke to an email stating that I need to notarize a document (I already did this two weeks ago) in order to get the truck registered in PA…..I live in NM. So, once again I’m on the phone and the computer trying to get things fixed. So far I’ve been at this for two hours. I am exhausted with this entire process. More

This process seemed to be easy at first but became far from that. First off, they told me my car was ready for pickup by sending me a confirmation email and when I went to pick it up it wasn’t there, I co from that. First off, they told me my car was ready for pickup by sending me a confirmation email and when I went to pick it up it wasn’t there, I contacted a Carvana specialist to see what the problem was and they gaslit me into saying I never received that email; after that situation they were helpful and walked me through the steps I didn’t complete (I didn’t complete them because I was going to bring the info needed in person since my pickup appointment was confirmed) the specialist said I was 100% completed and good to pick up my car for the new appointment date, my money was taken from my account four days before I received the car when they said it won’t be taken from my account until the car leaves the facility, then on my new pickup date they forced me to buy Carvana insurance for $163 and some change even though my payment was already taken, the specialist said I was good to go, and my old car insurance is active for 14 days on the new car; then I get in the car and there is less than 1/4 tank of gas; lastly, Carvana sold me the wrong car, the advertisement said it was a limited and upon further evaluation it is simply not, it’s the step down. This process was absolutely pitiful and a joke. More

Advertised vehicle would be delivered next day but then after they took my money they said it would be a week. after they took my money they said it would be a week. More

Undisclosed wheel damage not documented in sale listing (SilverRock did cover repair at no charge or deductable). Undisclosed scratches to hood. Vehicle was obviously NOT inspected (or damage occurred in (SilverRock did cover repair at no charge or deductable). Undisclosed scratches to hood. Vehicle was obviously NOT inspected (or damage occurred in dealerships possession after 150 point inspection was done) Exterior of Vehicle was dirty and fuel tank was empty. Dealer did fuel Vehicle with $20 gas after this was pointed out. Other than these issues, very satisfied with purchase. Online purchase process was seemless and very easy. More