Carvana

Extremely Disappointed first off, Carvana really should communicate more clearly the process of buying a car through them. They do mention that it's a unique experience, but first off, Carvana really should communicate more clearly the process of buying a car through them. They do mention that it's a unique experience, but they also simultaneously make it sound like it's a pretty simple process. in reality though, there are A TON OF STEPS, and it shocked me going through it how much little things I had to do to get the process finished. Primarily, I wish I would have known ahead of time that I should have done everything possible to secure my financing completely before clicking the "buy car" button on Carvana. They should tell you that if you do financing outside of Carvana, you should be aware of this, and also there will just naturally be more little steps involved in getting Carvana all of your financing information before the car purchase can be finalized. they did not clearly communicate when the 5-15 day window would start. Although they did meet the window for me, even with COVID-19, they still need to give a little more freedom with their advocates to be real and transparent with an ESTIMATE at least of when this window begins and ends. I calculated myself that the 15 day window would end April 20th (roughly), and guess what? My car was delivered on April 20th! So I don't think there's anything wrong with an advocate giving this information and it was incredibly frustrating when I would ask various advocates this question and THEY ALL would give me canned responses that were vague and beating around the bush, and it was INSULTING to continually receive the same rehearsed answers that weren't actually answering my question at all. These are all the ways your website/dashboard lies: - "Proof of insurance is required to take possession of your vehicle." - I understand that this is communicated via email *after* your purchase is complete, but this is just one more thing I think that should be clear can be different if you're outside a local market. - I didn't receive my temporary operating plate when I was told I would. Even if this is different because I'm outside a "local market", the communication was WRONG. I had to take my own time to REQUEST this from Carvana, so that I could drive my new car I had received, legally. I was really disappointed that Carvana dropped the ball on ensuring I had a temporary operating plate by the time I was handed the keys to my new car, even if it's through a third party delivery company. This would have gone a long way for me. - "Carvana will send you your registration documents via FedEx by the time your vehicle is received; please return these documents within your 7-Day Money Back Guarantee." - this was written in the "Delivery Details" section of my dashboard. I also had been told by an advocate over the phone though that I'll receive the registration docs "in a few weeks". but I forgot about that call and had read on the website it would be within the 7 day return period, so I assumed that applied to me and wondered why I hadn't received them yet. So I chatted in, and then, an advocate proceeded to tell me "actually we usually don't send the registration docs until after the 7 day return period to make sure you are happy with your vehicle"...ummm this directly is opposite of what is written on the website, unless I'm misunderstanding. I was told in a text message from Carvana that since my car would arrive on a truck and that it can get quite dirty during transport, that I would be sent a gift card for a car wash! I thought this was super cool and an awesome little extra showing Carvana's care for their customers and going above and beyond to ensure customers have a good experience. It even made me feel better about the other ways in which I'd been let down...however then I heard nothing more about it. My car came and was indeed dirty, and made me realize I hadn't received any more info about it. I figured, well maybe it will come with my registration paperwork. But no, it never came. Now, beyond communication/inconsistent messaging, let's talk about the car itself. My car had writing on the drivers side window that didn't even come off in a car wash. It's a "DD", which I'm assuming stands for "direct delivery". I understand maybe it was used for logistics purposes internally, but once again it's just a detail that should be handled before the customer sees that and has to take care of it themselves. I shouldn't have to take the time to take windex and paper towels out to my car to clean off marker from my window. Is this a huge deal? no. But on top of everything else it was just another missed detail that has piled on the negative throughout this overall experience. A tally in the negative column of this experience, if you will. More importantly, I went to back-in to my parking spot right after receiving my car, and the backup camera didn't work! It just didn't turn on ! As I thought about it - how was that missed in the inspection? I was under the impression that thorough screenings and inspections were made on all carvana vehicles before they are sold...this was really disappointing. Then I took my car to get repaired, and found that the repair shop said my front breaks worn down to a level that they said they needed replaced! Again, how would they not catch this in the inspection?! I then found out that two of my four tires were more than five years old, and at that age they should have been replaced before selling me the car. On top of this, the tire pressure sensor is not working properly either. This car had many issues that should have been resolved by Carvana before they sold it to me. Carvana claims "150 Point Inspection" - well they may inspect it, but if my car is any indicator, they are pretty shady in actually repairing anything that would come up in an inspection. I was extremely disappointed overall with my experience with Carvana. While it is possible that the experience could be better if you live in one of their "local areas", I still don't really trust their commitment to quality and probably will never buy a car from them again, let alone recommend them to anyone I know. I've already told a handful of people about my experience and would warn anyone I care about to carefully consider my experience before choosing to purchase a car with them. More

Horrible service First, my car was dirty in places like the trunk. The cabin air filter was old and dirty. It was probably the original since the vehicle had only litt First, my car was dirty in places like the trunk. The cabin air filter was old and dirty. It was probably the original since the vehicle had only little over 22k miles on it. Then I found out they had the wrong finance company on my documents. The pick-up place closed 3 hours early or I would have returned the vehicle the same day so I planned to return it the following Sat. morning. Unfortunately, I was told I had to have it back on Friday when I was at my workplace. Against my better judgment, I kept the vehicle. I found out they used WOOD SCREWS to put my temporary plate on the vehicle. The WOOD SCREWS RUINED THE ABILITY TO USE THE APPROPRIATE SCREWS TO PUT ON THE REAL PLATE. It took several calls and much back and forth of photos for them to approve a repair which they limited to a specific time period. It was completely ridiculous and because my only day off is SUNDAY. I never could get the repairs done because CARVANA would not approve an extension on the timeframe to repair the DAMAGE THEIR EMPLOYEE DID TO THE CAR BEFORE I PICKED IT UP! I will be filing a compliant against them with the BBB. More