Carvana

I'm not sure I know where to begin with what has become a nightmare. I so wanted this to be a great experience, but instead it has turned out about as bad as possible. In fact I'm STILL living this nightmar nightmare. I so wanted this to be a great experience, but instead it has turned out about as bad as possible. In fact I'm STILL living this nightmare. The car (BMW i3) was first delivered with no charge in the battery (slightly essential for an electric car), and tires that were underinflated (to at least 15psi each). I tried (unsuccessfully) to charge it! It simply wouldn't go through the initialisation process. So, after 3+ hours, it was picked up again by Carvana. After the long holiday weekend was over )Labour Day) they delivered it to the local BMW dealership, who had the car for diagnostics and repairs (the charging socket was loose) for almost 5 days. In the end, the car was delivered BACK to me almost a week after my 7 day trial period had begun. I was given a 3 day extension to the trial period. Getting HOLD of anyone at Carvana is a complete disaster right now. I spent the best part of every day for over a week, on hold to Carvana Customer care, just trying to get some progress on the repairs. The AVERAGE time I spent waiting on the phone per day was 3 hours. The shortest time it took them to either respond or call back (the call-back option is also completely messed up right now: they call you back and you then spend 45+ minutes sitting waiting) was 2 hours. Once the car was delivered to me, it turned out they hadn't been able to complete the environmental test for the licence. So I drove to the testing station last Monday, and my car FAILED! (an electric car failing the environmental test). This resulted in MORE waiting in the holding pattern for someone to respond to me. I also called the local BMW dealership (again), and am waiting to hear back from them. SO, now I am (once more) at the mercy to Carvana's utterly useless call-back system. Every time I DO end up speaking to someone, they are very pleasant, polite, and sympathetic to my plight, but that hasn't fixed the (numerous) problems I've encountered - and continue to encounter. The original delivery date was Sunday 6th September. I finally received the car on Friday 11th September. Who knows when I'll get a permanent licence plate. My question all along was: why was it delivered with a discharged battery (and no way to charge it)? And why were the tires so badly under inflated. What happened to their Legendary 150-point inspection? Somehow this car "slipped through the cracks" in a way that is unacceptable. More

Just be sure the car is perfect when you get it!The Just be sure the car is perfect when you get it! The process of purchasing the car was great! As long as you have NO issues with the car, they are fa Just be sure the car is perfect when you get it! The process of purchasing the car was great! As long as you have NO issues with the car, they are fantastic. If there are any issues then, good luck. They went from Carvana to Carsara in our household. They really don't seem to care once they have their money! I had 3 issues with my car, door locking mechanism, window, and some inaccurate alerts. Carvana (or SilverRock) had me take it to the dealer first, where they diagnosed the issue as an incompletely removed aftermarket alarm system. They wouldn't approve the dealership to do the work. Instead, they sent me across town to a tiny little car repair shop without reimbursing me for my travel. The car repair shop seemed to do the job, but one of the issues returned within a few weeks (the window won't shut). Now they are saying I have to take the car into the same place and they may or MAY NOT pay for it. So I have to take another hour of my time to try to get this car in working order. So if you are a mechanic and can thoroughly check out the car upon delivery, this is a great option. Otherwise, I don't recommend buying a car from Carsara. More

Worst customer service ever. I spent 40 K on a Car and can’t even get “customer service” to answer my call. I doubt I will be dealing with Carvana in the future can’t even get “customer service” to answer my call. I doubt I will be dealing with Carvana in the future More

I like the car but the customer service was awful. I bought an electric car with a 2 gal range extender. I called multiple times and tried using the online chat feature to ask if they could make sure th bought an electric car with a 2 gal range extender. I called multiple times and tried using the online chat feature to ask if they could make sure the car was fully charged so that I could make my 3 hr drive home without stopping multiple times for gas. The chat only gave me automated responses that did not answer my questions. I called and waited on hold 4 times. I tried the option to have an agent call me back but when they called back I was just placed on another hold and after ~10 min was told no one was available and the call was disconnected. I finally got a call back that worked and the lady told me she got in touch with the location I was picking the car up at and that they would put it back on the charger. When I picked the car up, it was not fully charged AND didn't have a full 2 gallons of gas. I had to stop and fill the car up 3 times when I should have only had to stop once. I was very perturbed with the entire situation. More