Carvana

As a number of other folks have noted, the process is not as seamless as advertised. Communication was ad hoc and inconsistent, and the user interface missed simple and essential functionality. Some examp as seamless as advertised. Communication was ad hoc and inconsistent, and the user interface missed simple and essential functionality. Some examples: -Document request - Despite having completed all requested paperwork, I was not informed of the need for my proof of insurance until after the deadline to upload. Note this was within 12 hours of submitting my order. -Document upload - Upon submitting documentation, users are provided no feedback to confirm document receipt. A simple visual cue that the document has been added is all that is needed. This is a very silly thing to be missing. -Delivery changes - Twice my delivery was rescheduled, the second time two hours before the car was supposed to arrive. I ended up having to drive to pickup the car which was then not ready. -Car condition - The trunk release does not work. Also someone has removed the floormats. So I have no floormats and have to use the key to get in the trunk. Not huge deals, but surely things that should be solved before sale. -General communication - Just awful communication. And the hold times are preposterous! If it wasn't covid I would not have considered carvana. More

Bought a 2016 Journey. Vehicle had several more scratches than shown on the website. Drivers seat rocked back and fourth. Heated seats and wheel did not work. Drivers side seat belt did not work. Check engin than shown on the website. Drivers seat rocked back and fourth. Heated seats and wheel did not work. Drivers side seat belt did not work. Check engine light came on within the first 48 hours. Came up as a faulty catalytic converter. After bringing the vehicle to the Carvana recommended service center it sat there for 3 days only to have the approval to repair denied due to being under a manufacture warranty. It took them 3 days to tell me this knowing the issue within the first few hours of the shop accessing the vehicle. Their quality checks are horrible. The entire process was xxxx. Anytime you need to speak to an actual person it’s a 40 minute wait. I’m returning this vehicle and going elsewhere. I do not recommend Carvana at all. More

I have nice things to say about the process of selling your car to carvana (truly quick, painless, and simple for me) but as for buying a car, it’s a different story. I have been on/off the phone with car your car to carvana (truly quick, painless, and simple for me) but as for buying a car, it’s a different story. I have been on/off the phone with carvana associates for the entire 7 day return window of my car. Due to the issues, it is safe to say I would have returned my car if there were any other carvana cars I were interested in purchasing at this time. First, I was provided only with a valet key at purchase. I inquired about this immediately, before the delivery person left, and was given a direct line to address this concern. I was told this was an oversight on carvana’s part and they’d handle it and get me a key the next available weekday (spoiler, that didn’t happen) in the meantime, I could not lock my new car without having to use the valet key to unlock it (via removing part of the handle) and subsequently setting off the car alarm. As this is very much a hassle, I ended up having to leave the car unlocked and hoping for the best. When the time came to receive my key, I did not receive a call from the warranty partner that was supposed to arrange it. After spending a couple hours on the phone with different associates, I found out that yes, it would be covered, but there were no in-network locksmiths in my area. I was notified that I could visit and out of network facility without a deductible, and was recommended the dealership. However, the dealership refused to work with Carvana’s warranty company, SilverRock, specifically. I was also told I needed the car registration in hand, which I wouldn’t receive for weeks. After speaking with SilverRock again, I was told I had to pay out of pocket for a $350 key and wait 2-3 weeks for reimbursement. Ok. Fine. Finally, two days later, I was able to secure a key for the car by paying out of pocket. Now of course, I wanted the vehicle inspected. Being that it was a 2020 model with 30000 miles, I wanted it checked out. The next day the appointment came, and lo and behold! They found evidence of a collision. “Accident-free” my xxx. Turns out the drivers side door was hung off angle, causing a groaning when operating the door, the front bumper was popping out on one side, and there was an object clattering around inside the passenger door. I then spent hours again on the phone with carvana (did I mention the wait time was over 20 minutes every time I called to get a hold of someone? They’re lucky I work from home) to see what could be done, as I paid for an extensive carfax report and found the car was damaged AFTER carvana bought the car. The repairs were hasty, and that was what I was currently dealing with. Great. After huge headache and a lot of back and forth, I was able to get exceptions to address these “cosmetic” concerns covered under the warranty. The story ends here, as my 7 day money back guarantee has ended, but they’ve already informed me my registration will be delayed. Joy. Really, there was nothing at all hassle-free about this experience, and I was given the runaround many times by associates on the phone, and even hung up on twice during these troubles. I was always assured everything would be quick and simple, then my issues were assigned to warranty coverage and things got complicated fast. Also, my out of pocket claim was originally rejected, due to “missing materials”, and after I called to ask what was missing they said someone just couldn’t open the pdf and they actually didn’t need anything. Ok, thanks. Extremely disappointed in carvana’s customer service, and very glad I didn’t purchase extended CarvanaCare. Thanks for buying my old car though. More

Purchased a Ram 1500. Truck was delivered after being 1 hour late. Delivered to me with the TPM sensor light on. Took truck to my mechanic and when he plugged it into his computer to read codes it lite u hour late. Delivered to me with the TPM sensor light on. Took truck to my mechanic and when he plugged it into his computer to read codes it lite up like a Christmas Tree. No vehicle should be delivered to anyone in this condition. Truck was awesome from all outward appearances but the hidden codes were not good. Over 12 of them went off. Upon letting Carvana know about the issue they said I could take it to get repaired. Not that they would take it and get things fixed but I had to. Made the decision to return the truck and get my monies back. Everyone was nice about it but no one tried to "save the sale". Not one person asked what they could do to make things right. Great idea but poor execution. Would not recommend them based on this experience. More