Carvana

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. Your vehicle was delayed due to transportation issues, and there is no excuse for the delays that you experienced. Our advocates should be in constant contact when it comes to keeping you updated regarding the transport delays, and we apologize that this was not the case. We thank you for the time you took to share your feedback with Carvana and we are happy to hear that you are now enjoying your vehicle. Thanks for choosing Carvana.

Carvana responded

We would like to thank you for coming back to Carvana for a fifth time, but we are so sorry to hear that your experience was less than perfect this time around. Please accept our apologies for the condition of the vehicle when you received it. Part of our process not only is guaranteeing that the cars have gone through the 150-point inspection to ensure it drives as close to new as possible, but we also detail every vehicle so that it looks (and smells!) as close to new as possible. We pride ourselves on the great condition of our used vehicles and we can assure you that your experience is absolutely not excusable or typical of our process. We will use this as a learning opportunity to better our vehicle inspections and ensure our advocates are being thorough with each car. 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

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. Your vehicle was delayed due to transportation issues, and there is no excuse for the delays that you experienced. Our advocates should be in constant contact when it comes to keeping you updated regarding the transport delays, and we apologize that this was not the case. Additionally, we apologize for the issue you experienced with the vehicle once you received it at the time of the delivery. The wipers, fluids, and struts should have all been taken care of ahead of time, during our 150-point inspection. With that being said, we do want to sincerely apologize if we dropped the ball. We want to learn from the areas that we fall short, and can assure you we take this feedback very seriously. Please do not hesitate to reach out to us at (800) 333-4554 if you have any further questions or concerns.

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. 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. 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 would love to improve your experience, so feel free to reach out to us at (800) 333-4554 if we are able to assist you with anything else.