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. 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. The last thing we want to do is inconvenience a customer in any way with delay, in addition to the vehicle arriving dirty. 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

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. 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.

D.Miller responded

Sadly, it also appears my rating has been altered. I'm giving your company one star not two and a half. My email address is dcm@newdaybb.net if you wish to reach out to me directly.

Carvana responded

Thank you for taking the time to reach out regarding your recent Carvana experience. 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 are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle.

Carvana responded

Thank you for the honest feedback on your recent car buying journey. Here at Carvana, we aim to provide full transparency and hold ourselves accountable for any inconvenience that we may have brought upon you. It saddens us to hear that there was a delay in your delivery. We would like to apologize 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. If you experience any other mechanical troubles, we recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve those concerns.  You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.