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. It saddens us to hear that there were delays in your delivery. During our 150 point inspection, we want to take the necessary time to review every aspect of the car and address any areas of concern. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We recommend getting in Contact with Silverrock, our trusted warranty partner, to help resolve your concerns. If you have any further questions, please don’t hesitate to contact us at (800) 333-4554.

Carvana responded

Thank you for providing details of your entire purchase experience. We are so pleased that you enjoyed the majority of your Carvana experience, and we are glad we were able to provide you with the easy and streamlined car-buying experience that we always aim to provide our customers. We will also use this as a learning opportunity to better our customer service and 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 (800) 33-4554. Thank you for choosing Carvana, Julieann.

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. 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 care about the quality of our vehicles, as a 150 point inspection is completed on every vehicle to ensure that it meets our high standards. During this inspection, we want to take the necessary time to review every aspect of the car and address any areas of concern. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. Overall, your experience does not reflect the streamlined process we hope to provide every customer, and for that, we sincerely apologize. Although you experienced bumps along the way, we appreciate the patience you had with us. After reviewing your account, we are happy to see that you are working with our post- sale specialists to get your issues resolved. If you have any further questions or concerns please reach out to us at (800) 333-4554.

Carvana responded

Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. 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.