Carvana

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 are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and we hope you’re loving your new ride.

Carvana responded

Thank you for taking the time to provide us with your feedback. Teaching our advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. We know how valuable your time is and we are sorry we made you wait. Carvana strives to create a stress-free car buying experience and it sounds like we missed the mark in providing a timely service to you. Additionally, It is unacceptable to hear that your vehicle did not arrive in the standards Carvana has set. Purchasing a vehicle should be an amazing experience, and having your car arrive with an odor is certainly not something that we want our customers to experience. 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. Overall your experience does not reflect the convenience and ease that we hope to provide for every customer. After further review, it looks like you spoke to a member of our Post-Sale team to resolve your issues. If you have any further questions please reach out to us at (800)333-4554, we will be more than happy to assist.

smack responded

Well, that's nice to hear. Here's the new issue. Your website, as quoted below, states that I'd get my refund 3-5 days after I returned my vehicle. Today was day 5, and guess what? No refund. I called Carvana today, and the customer service associate said, "Oh! No, it takes 3-5 days after your return to take the money out of your account, and then another 3-5 days to refund you." Nope, wrong again! The deposit came out of my account Nov. 9, the car was returned Nov. 14, and now it's the 20th. Still trying to plug that "transparency" angle, huh? I reported your company to the Better Business Bureau today for false advertising. Shape up or get out of this industry. From your site, copied and pasted: Do I get a refund if I return the vehicle during my 7-Day Money Back Guarantee? For customers within our local delivery markets, you will receive a full refund! If you are located outside of a local market we will refund everything except for delivery costs. We will process the refund the day you return the car, and it typically takes 3-5 business days to be back in your account.

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 recommend getting in Contact with Silverrock, our trusted warranty partner, to help resolve your concerns. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

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 are very sorry to have inconvenienced you. Additionally, we would like to apologize for the issues you are experiencing with your tires as well as getting in contact with our customer advocates. We are actively working on our longer than normal hold times as we know how valuable your time is. With the information provided we have been unable to locate your account to ensure your concerns have been addressed. If you can please reach out to our customer advocates through our online chat feature if you are still experiencing concerns with your tires, so they are able to review. Thank you for your honest feedback and we look forward to speaking with you.