Carvana

Ordered first Jeep. It was delays due to failing state inspection as I was told. Come to find out the keys lost it programming and had to be towed to a Jeep dealer to get fixed. That took 5 days to do. Go inspection as I was told. Come to find out the keys lost it programming and had to be towed to a Jeep dealer to get fixed. That took 5 days to do. Got the Jeep had it for a day and a half. The left rear tire and rim falls off while driving. When calling to complain and find out anything at all. Everyone seemed to have the attitude that this happens all the time. No one asked if my wife was ok. No one seems to really care at all. Returned that Jeep and decided to purchase another due to the fact I got financing through my bank and already had the check. Did talk to one Manager "Richard" that did seem to care and helped out a lot. He added cars to my favorites so we can have a choice to pick from with the same options we had with the other one. He did give a discount of $600.00 to help also. I wish I knew his last name. My delivery drivers were both awesome I must say. The first was Felica. I honestly can not remember the second ones name. Have had this Jeep for about a week now. Everything is good so far. More

To be clear/fair, I work in the industry and so my views are a little biased. That said, I am giving three stars for the following reasons: 1. My experience did not match the experience Carvana advertise are a little biased. That said, I am giving three stars for the following reasons: 1. My experience did not match the experience Carvana advertises. Due to "3rd party server issues", the buying process was a chore. Things changed constantly on my dashboard, I had to resign a contract five times, and my delivery was delayed by a day. 2. With the excitement that came with finally receiving the car, I neglected to do a thorough walkaround. The next day, I discovered that the charging cable that came with the car (I bought a 2018 BMW i3) was for a Chevy Volt and did not work, there were several more scratches than were highlighted online, a panel in the center of the dash was painted black (the original silver showing through after the cleaner the delivery associate used was applied and rubbed in), and there was a 1/4' deep by 2" long gouge in the sidewall of one of the front tires. 3. Though there is about a year and a half left on the manufacturer warranty, I purchased an extended warranty that is serviced by a company called Silver Rock. I had to by a new cable on my own (due to supplier issues that would cause a 30-90 day delay... unacceptable when you have an electric car that needs charging) but they are reimbursing the cost. Also, none of the in-network repair facilities were able to order the rather unique sized tired to be replaced (though I could go online to any of the tire retailers and buy it myself...) So, I had to make an appointment with a local BMW dealer to get it taken care of without any more hassle. SO... definitely not the experience I was expecting but due to COVID, etc., and having years of experience in the industry, I have been able to find enough patience with Carvana to be agreeable... not satisfied. Without working in the industry and having that sort of empathy, I would be a highly displeased customer to say the least. Would I recommend Carvana? Yes... but only after things get back to "normal" and the kinks in their operations caused by world events no longer negatively impacts the overall experience for the customer. More

Process was super simple and pain free but with all things there's a catch. Vehicle purchased had 13xxx miles on it in less than 2 weeks the engine failed. Now it sits at the dealership going through t things there's a catch. Vehicle purchased had 13xxx miles on it in less than 2 weeks the engine failed. Now it sits at the dealership going through the manufacturer's warranty process which means they won't provide a loaner until a repair is authorized and because the manufacturer's warranty is still in effect Carvana's warranty doesn't apply and that means I'm without a vehicle or loaner/rental. More