Carvana

Carvana responded

Thank you for the feedback regarding your recent purchase experience. At Carvana, we aim for full transparency and hold ourselves accountable for any displeasures during your car-buying journey. We are tremendously sorry that we failed to catch these mechanical concerns during our 150 point inspection and pre-delivery process. All purchases come with a complimentary 100-day/4,189 mile limited warranty for additional peace of mind. Due to an influx in call volume, we have been experiencing higher hold times than normal and appreciate your patience as our Advocates work diligently with each of their customers. Our team would love the opportunity to turn your experience around. Unfortunately, based on the information provided we are unable to locate your account. If you still have questions or concerns, please feel free to give us a call at (800) 333-4554 or use our online chat option at Carvana.com.

karontara responded

Ozols - 12033 - purchased a 2018 Honda Odyssey. Can has been in the shop (Monro) for 3 days still waiting for SilverRock to approve the minor repairs - they cannot start work until they have approval. They have been calling for 3 days. Not impressed with service, yet again. Sorry but I do not have time to wait on hold with Carvana for an hour to speak with someone.

Carvana responded

Thank you for taking the time to share your Carvana experience with us. As a growing company, we strive to provide a seamless and easy car-buying experience and we do sincerely apologize that your purchase fell short of that. It is truly disheartening to hear you are not yet able to enjoy your new vehicle to the fullest extent. At Carvana, our vehicles go through a 150-point inspection which ensures the safety and cleanliness of our vehicles before delivery. We are sorry to hear that your vehicle was not thoroughly cleaned as that is not a part of our standards here at Carvana. For added peace of mind, our vehicles are paired with a complimentary 100-day limited warranty should any mechanical issues arise. Please know that we do take full responsibility for the cosmetic issues you are experiencing with your vehicle and this feedback is viewed as highly beneficial for accountability. 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

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 Silverock, 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.

Chanelmontoya09 responded

The thing is all of the companies that SilverRock offers I don’t trust those shops to get it done and plus I shouldn’t have to be going back and doing any of this. This is what I pay for when purchasing the vehicle through Carvana. If I wanted to take the car to a trusted shop I have to come out of pocket $50 when a 150-point inspection claims that was done when the vehicle still needed seat warmers fixed, breaks & alignment. Not only on top of my frustration but Carvana charges me $490 to PICK UP my vehicle. I can understand the fee if I had it delivered.

Carvana responded

Thank you for taking the time to share your feedback with us. We pride ourselves on providing excellent customer service and are disheartened to hear this was not your experience. Carvana does understand that your time is valuable and that waiting on an extended hold is not ideal, especially for such an important purchase. Our goal is to respond to customer inquiries in a timely manner, so we apologize that you did not receive proper follow-up from our Advocates. 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 share your feedback with us. At Carvana, we do our best to annotate the 3-5 most significant imperfections in our 360-degree tour on our website. As well as we complete a rigorous 150-point inspection on every car to ensure it meets our high standards. Since we sell pre-owned vehicles, additional wear should be expected from their years on the road. With that being said, it is disappointing to hear that your vehicle arrived with more wear than anticipated, and for that, we are truly sorry. Overall your experience does not reflect the convenience and ease that we hope to provide for every customer. After further review of your account, it does appear as though you were able to speak with a member of our Post-Sale Department to resolve the issues you were experiencing. If you have any further questions please reach out to us at (800) 333-4554, we will be more than happy to assist you.