Carvana

Carvana responded

We would like to thank you for coming back to Carvana for a second time, but we are so sorry to hear that your experience was less than perfect this time around. Carvana strives to create a stress-free car buying experience and it sounds like we missed the mark in providing a timely service to you. Being available for our customers is incredibly important to us and we are continuing to focus our efforts on improving our wait times. We are sorry to hear about the miscommunication that transpired regarding your vehicle’s registration paperwork. We encourage each of our advocates to establish clear lines of communication with each of our customers so as to avoid any confusion. Carvana would be happy to look into this matter further, but unfortunately, we are unable to locate your account. Please reach out to us at (800) 333-4554, and we would be happy to assist.

Jim responded

Now, months later, when I traded that vehicle in down here in Fort Myers, I found that my last name was spelled wrong on the Title. This resulted in a disaster with the State of Florida, and now I am driving around illegally with a Registration that does not match the License Plate.

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We pride ourselves on the quality of our vehicles and the efficiency of our customer advocates, and we apologize that in this situation we have fallen short of both. To start, we are very sorry your car was delayed. Transport delays do unfortunately happen, however we absolutely understand your frustration since the vehicle was delayed more than one day and we should have let you know sooner rather than the day before your delivery. We are extremely sorry for the hassle we have caused in order to deliver your vehicle to you. Carvana prides itself on a streamlined process and we are disappointed that you feel we failed to provide you with that. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

Thank you for submitting feedback detailing your Carvana experience. We take these reviews very seriously as we are always looking for ways to improve our processes. Carvana takes pride in our hassle and stress-free purchase process as well as high quality vehicles, and deeply regret to hear that we failed to deliver this kind of experience to you. We are truly sorry that your vehicle was damaged at the time of transport and take full responsibility for this mistake. We can assure you that this is not a standard representation of Carvana. The last thing we want to do is inconvenience a customer in any way with delay, in addition to having to go through the After Sale Repair process. Overall, your experience does not reflect the streamlined process we hope to provide every customer, and for that, we sincerely apologize. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Carvana responded

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. We would love the opportunity to discuss your concerns further, but we are unable to locate your account with the information provided. Please give us a call at (800) 333-4554, so that we may address your concerns appropriately.