Carvana

I went to the Westminster location at my scheduled time. I waited in the lobby for about five minutes, but no Carvana employee came to the lobby to greet me. I went outside to start looking over the vehicle I waited in the lobby for about five minutes, but no Carvana employee came to the lobby to greet me. I went outside to start looking over the vehicle that I purchased. Then after a few minutes, the car advocate drive into the lot as I was looking over the car. He told me to meet him in the lobby, and he told me that I needed to sign the e-documents. It took about 25 minutes for the Carvana app to function properly. Just before this advocate left he told me that the office doesn't have a computer for me to use and that I should go across the street to Starbucks for better wifi service. The Carvana app was the problem. I had no idea where the advocate went. I finally get the documents signed, and I waited for the advocate to return. Another advocate eventually came out to tell me that I have to reschedule for tomorrow because they have other people coming in and they need to prepare for them. I told him I will not reschedule. I was still well within the 60 minute appointment timeframe. I told him I will cancel the order if I cannot get the car today as schedule because it makes no sense to reschedule when I am already here. I also reminded him that it was not my fault that the Carvana app was sluggish and the first advocate went somewhere and did not return. He just smirked at me. I asked him why he and the other advocate waited to tell me after I finally got the documents signed. He just shrugged his shoulders and walked away. These two employees blamed me to justify their refusal to complete the transaction. Not once did they explain where they were when I was waiting for someone to return to the lobby. The worst part of this experience was trying to get customer service help. I tried calling but wait times were long. I tried using the Carvana app to text or schedule a call, but the app was not funtioning properly. Hours later a Carvana representative called me and eventually transferred me to the Complaints Department so that I could cancel my car order. What does a customer who paid for a car do when there is a problem at a pick-up location? Why would a business that claims to offer great customer service and a stress free purchasing process not have a procedure in place to help customers deal with problems at pick-up locations? My experience with Carvana makes me wonder how the employees treat their customers who might have questions or concerns after they actually get their purchased car. I had to cancel the car insurance on this canceled car, and I now have to wait for a refund (up to 10 days) before I can start looking for another car. In the end, I hope this Westminster Carvana location does not represent the other Carvana locations, and these two advocates do not represent the owner's attitude. I truly believe what happens at the bottom happens at the top. More

Buying online with them and having the car delivered is a much better experience, pickup was a mess I was there for 2 hours, car wasnt detailed, and registration wasnt even started, the car also has a defect much better experience, pickup was a mess I was there for 2 hours, car wasnt detailed, and registration wasnt even started, the car also has a defective heated seat and im expected to pay 100$ deductible on a part that was was sold defective to me. I used to swear by carvana now im not so sure ill buy my next vehicle with them More