Carvana

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. 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. It saddens us to hear that there was a delay in your delivery. After reviewing your account, we are happy to report that your cover's key is on the way to you! We sincerely apologize for any undue inconvenience this issue may have caused you. We hold customer satisfaction to a high standard and if there is anything else that we can do for you, please do not hesitate to give us a call at (800) 333-4554.

Carvana responded

Thank you for taking the time to provide us with feedback regarding your Carvana experience. We aspire to have a streamlined and easy car-buying process, and we apologize if you felt your experience was unorganized or frustrating in any way. We apologize for any glitches you may have experienced on our site – there is no excuse for such issues. We are embarrassed by the delays that you experienced and understand the frustration that this caused. It is important that mistakes are owned when they happen to demonstrate our care for every customer.  We would also like to apologize for any inadvertent miscommunication and for your experience that transpired while seeking answers from our advocates. Carvana prides itself on transparency and expects all advocates to convey clear and concise next steps to our customers to address any questions or concerns. Nonetheless, we are happy to hear you enjoyed our third party carrier and hope none of this tarnishes the enjoyment of your new ride.  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 taking the time to share your feedback with us. Carvana aims to provide customers with an exceptional car buying process coupled with high quality pre-owned vehicles. 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. Currently, we notate imperfections that fall outside of our standards and anything additional is considered to be regular wear for a used vehicle. However, it sounds like these additional imperfections were a bit more severe than our usual standards and for that we are sincerely sorry. There is absolutely no excuse for the condition of the vehicle at the time you received it, and we are so sorry for the additional inconveniences that occurred while trying to get the vehicle repaired. If you have any further questions, please don’t hesitate to contact us at (800) 333-4554.

chancerayhill44 responded

No, you did not note the 3-5 most prominent damages, you listed ONE. It came with several other that i am STILL jumping through hoops to get fixed. Your partner silverrock has denied fixing multiple damages because they are "within standard." I was told directly from Carvana thay ANY DAMAGE NOT LISTED WILL BE FIXED FREE OF CHARGE NO MATTER HOW MINOR. I also purchased the premium protection plan thay covers against minor dings, scratches, and dents. I'm tired of playing games. This is ridiculous and terrible customer treatment.

Carvana responded

Thank you for taking the time to give insight into your ongoing experience. At Carvana, we pride ourselves on providing a seamless and hassle-free purchase process from start to finish. While we are glad to hear you enjoyed the initial process, it is disheartened to hear about the delay regarding your registration. We sincerely appreciate your feedback and patience as we work diligently in completing your registration. We would like to additionally 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. Again, we are so sorry to hear that your experience with us has been less than exceptional. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.