Carvana

On july 29th, 2022 we bought a 2017 Kia Sorento from Carvana. The day is was delivered the delivery employee called to inform us that the passenger side mirror had a chip and that it was hard to see in Carvana. The day is was delivered the delivery employee called to inform us that the passenger side mirror had a chip and that it was hard to see in the picture but it had been documented. It had not been documented and was not noticeable in the picture. On arrival, we did the test drive and it was noticed that it was making a noise on the left rear side. Talked to the employee who said he would document it so we could have it looked at and it be covered. By this point he had already loaded up our 2021 Subaru Crosstrek we were trading in. I contacted Silver Leaf to schedule with a mechanic shop and was informed that they do not handle this situation because it was an alignment which was a wear and tear issue. Then I contacted carvana and spoke to a person who informed me they would reach out to Silver Rock. I didn’t hear back from either company and then had a baby which pushed everything back. On October 15th, 2022 we went to leave to run errands when the car wouldn’t start, dead battery. So we had to borrow a charger from the neighbor so we could leave to go and buy a new battery. I called both Silver rock and carvana because we had owned the car less than 3 months and it already needed a new battery. Once again told it was a wear and tear issue. I asked to speak to a manager and was told one would call back on Monday October 17th. Never heard back and when I called they informed me they would leave another message. I called a few more times and never got the manager. On December 12th, 2022, the left head light went out and had to be replaced which was another $50. I went ahead and tried to contact Carvana again but the chat gave me an error message. On December 22nd, 2022, when my husband was getting ready to leave work it had dropped in temperature due to the major cold front that came through. When he went to start the car it would not crank and he had to wait in below freezing weather for me to come get him in my mom’s rental. He had to google ways to get the car to start because apparently this is a known issue that it hates the cold. Shockingly nothing had to be replaced. On January 11th, 2023, while driving we noticed a grinding sound on the right side. It was discovered that the brake pad was completely worn down and was metal on metal with no warning. We had to then spend over $200 to replace the front pads and rotors. This time i sent a message to the Facebook page and was informed someone from the Executive Resolution team would be in contact. Joe contacted me and basically told me that there was nothing they could or would do because of it all being a wear and tear issue. He tried telling me that in less than 5,000 miles we have magically worn down the brake pads to the metal. That they can’t control how long the battery or the headlights would last either. He then informed me that he would put another note in for the alignment but that he didn’t think they would cover it since it had been 6 months and that once again they could blame it on wear and tear. Joe was extremely condescending when he talked to me about how much we have driven the car. He made it seem like we drive a ton when the average for the year is 14,000 and in half a year we are not even at 5,000. I will never purchase another vehicle from Carvana and strongly discourage anyone else from doing so. In the 6 months we have owned the car, we have driven less than 5,000 miles and it has a list of issues already that of course are not covered under the warranty we paid extra for. Their customer service is useless, which is an understatement. - It needs an alignment - Needs two new tires - Needed a battery $250 - Needed a new headlight $50 - Needed front brake pads and rotors $230 More

Never again. I bought a car from Carvana and trusted the warranty process for my sunroof. After 10 months the sunroof is still not working and they don't want to I bought a car from Carvana and trusted the warranty process for my sunroof. After 10 months the sunroof is still not working and they don't want to pay for the repairs. The warranty company is trash and has a low-quality facilities network that won't fix your car. Carvana support is terrible, as they constantly say that they got your back, and at the same time say they can't do anything to help. I had several expenses that Silver Rock won't cover and Carvana doesn't want to acknowledge. Carvana advertises a 100% satisfaction warranty, but it's been over 10 months and I'm not 1% satisfied with the repairs and the process that my vehicle went. When I asked for a replacement, considering that this issue was there from day 1, they told me that they can't do that and that I should go over the warranty process, even if the issue was their fault for not inspecting the car enough. More

My car was scheduled to be picked up for purchase between 8am-11am today. It is 2:08pm and I when I call customer service no one can get through to the local hub to see what’s wrong. Customer service suggest 8am-11am today. It is 2:08pm and I when I call customer service no one can get through to the local hub to see what’s wrong. Customer service suggested that I “simply” reschedule pickup but I’m moving out of the country in the morning which is why I decided to work with Carvana and arrange a pickup. This is going to end up costing me a lot of money and now I’m scrambling to find a place to leave my car less than 24 hours before leaving the country. More

Car came dirty. Dirt swirls and unwiped areas all over car. Fog light came dead. Interior dome lights didn’t work properly. Both rear tires well below Carvana minimu Dirt swirls and unwiped areas all over car. Fog light came dead. Interior dome lights didn’t work properly. Both rear tires well below Carvana minimum of 5/32”. This all after the car came 10 days late. More

Disappointed. The car came with issues that they refused to fix. Poor customer service. I The car came with issues that they refused to fix. Poor customer service. I More

Purchased a vehicle through Carvana on Jan. 4. Had a trade-in and chose to do that through Carvana, despite the valuation being lower than I wanted. Partial financing through USAA. Uploaded a s 4. Had a trade-in and chose to do that through Carvana, despite the valuation being lower than I wanted. Partial financing through USAA. Uploaded a scan of the title and Dealer Funding Request, but couldn't upload the odometer image because the trade-in was in the shop. Received an email and a phone call that they needed the title to be a color image, not a scan (not sure why, but OK), and the odometer image uploaded by Jan. 6 at 8am. Had everything uploaded at 7am on Jan. 6 and assumed that we were all set for this deal to move forward. I am scheduled to get the car on Jan. 9 at 1pm. Come Monday morning I think it's odd that I haven't been given any details about how to get the car, or a schedule for the trade-in to be picked up. Log in to the Carvana site and my order has disappeared. I have no missed calls, no voice mails and no email messages concerning the vehicle. Contact Carvana and after initially blaming me for missing a deadline to upload the documents, they eventually come clean and state that "Because it seems the issue was that the color images were uploaded on the 6th. But whit (sic) the short time, the underwriting team did not have the change to review everything properly. We needed to do the trade part before moving ahead with the loan part." After stating that this seemed like their issue, and not mine and reiterated that I provided everything asked for on time, I was told that "Unfortunately the deadline is for both ends. We needed to verify first the trade info before we could move ahead whit (sic) the loan part." You're reading that right! Carvana is 100% OK with missing their own internal deadline and then canceling your order with absolutely no communication about it what-so-ever. I found this incredibly hard to believe and had to confirm that this is in face what happened multiple times, and was repeatedly told that "we apologize for the issues, but the deadline is for both ends." As if I didn't understand how deadlines work. At no point was the rep willing to acknowledge that communicating when someone misses a deadline is an important part of a transaction. On the bright side, they acknowledge my frustration. Still can't believe that a business believes it is OK to treat a customer like this. What a joke! More