Carvana

Carvana responded

We appreciate your feedback regarding the customer service you received. Teaching our advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. We will also 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 want to ensure that every customer has an exceptional car buying process. This starts with meeting the deadlines we set and providing accurate timelines. 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 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. We are happy to hear that we were able to remedy this experience. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

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. Thank you for the insight you have provided to us and we hope this does not tarnish the enjoyment of your new ride. 

Carvana responded

Thank you for sharing your experience with us as we believe that the best way to learn is by listening to our customers. Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. We have high standards and a part of these standards is no reported accidents. We also check to ensure the vehicle does not have fire, flood, and frame damage. We completely understand that ordering a car online can be new and scary, so it is very important that the vehicle arrives exactly as described. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. We apologize if you felt that you were the go-to communicator in your conversations with Carvana. We will also 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.