Carvana

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

This is a story of choosing between which way I want loose more of my valuable time. So, I was super excited to find an AWD Dodge Durango online at a good price and mileage. On the day of my 'delivery' loose more of my valuable time. So, I was super excited to find an AWD Dodge Durango online at a good price and mileage. On the day of my 'delivery' that is when things went wrong. First off, I am not sure what Carvana defines as a delivery because I had to pay an additional $90+ dollars to pick the car up from a local Carvana location myself (Problem #1) and that was on top of paying $990 for shipping. I found this out when someone from the local location called me about 2 hours prior to the 'delivery' time with news that my car was not ready because it was missing a bracket for the airbox and it would take several days to replace it. Well, I told them I didn't think it was a big deal so long as the air box wasn't missing or anything. So I go pick the car up. Then, I drive the car home. Once I got out, I realized that I didn't see any AWD badging on the vehicle. I ran a quick check online and discovered the vehicle was only a 2WD and that Carvana had mistakenly categorized it as AWD. While it is true you can look at the window sticker, I had assumed the vehicle was properly categorized because that is what I filtered when searching on their site (Problem #2). Today 1/6/2023, I popped the hood to look in the engine bay just to find that the air box that holds the air filter is completely missing from the vehicle (Problem #3). I thought the issue was only with some support bracket and now I have been driving around sucking dirty air into the engine that I am hoping isn't going to explode. There is no way to know if the previous owner sold the vehicle to Carvana like this and the 'Carvana Certified Vehicle' program is a fallacy. Or, if someone from Carvana stole the part off the car at some point. But, this leaves me in a tight predicament. I now have the option to waste more of my valuable time rolling the dice at the craps table of car dealers on another vehicle or wasting more of my valuable time getting the vehicle fixed. This was the second vehicle I purchased from Carvana and has truly been a disappointing experience. The original experience I had was top notch and seamless. I would have recommended them to anyone, but now I will never buy another car from them. Thanks Carvana More

DONT WAIST YOUR MONEY, INCOMPITENT FIELD REPS, ZERO CUST SERV. PAST OUT POLICY IS BLAH BLAH SERV. PAST OUT POLICY IS BLAH BLAH More