Carvana

Carvana responded

We appreciate you sharing your concerns and experience with us. Carvana strives to provide a streamlined and enjoyable car buying experience for each and every customer. We apologize that your experience has not followed our standards. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. Carvana conducts a 150-point inspection on all our vehicles to ensure they are meeting our high-quality standards and apologize if you feel this is not the case. We understand that unexpected mechanical issues with your vehicle can be extremely frustrating, which is why we also provide a complimentary 100 day or 4,189-mile limited warranty for your peace of mind. We apologize again for any frustrations this has caused you, and we want to ensure that you are happy with your vehicle. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

We know how valuable your time is and we are sorry we made you wait. 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 aim to get your registration completed and your hard plate shipped out to you before the temporary operating plates expire, so it saddens us to hear that you have run into some recent delays. 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.

Carvana responded

We appreciate your feedback regarding the customer service you received. Please accept our apologies for any undue inconvenience while attempting to speak with our advocates. We have been experiencing an increase in our call volume, which has resulted in longer than normal wait times. We are extremely sorry if this has been a hassle to sell your vehicle to us. The proper teams have been notified of your experience to hopefully prevent it from occurring again. Nonetheless, thank you for your patience and for working with our team to get everything completed. Please do not hesitate to reach out if you have any further questions or concerns.

Carvana responded

We appreciate you sharing your concerns and experience with us. Carvana strives to provide a streamlined and enjoyable car buying experience for each and every customer. We apologize that your experience has not followed our standards. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. 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. Being available for our customers is incredibly important to us and we are continuing to focus our efforts on improving our wait times. We will be taking your feedback into consideration for improvements and we thank you for the time you took to share your transparent review with Carvana. We hope you are now enjoying your vehicle and we'd like to extend a warm welcome to the Carvana family!