Carvana

Carvana responded

Thank you for taking this time to post about your recent experience. We apologize for any inadvertent misinformation or miscommunication regarding the return process during your 7-Day Money-Back Guarantee. In regards to the return process, once a return date is established, and the vehicle is retrieved, Carvana will initiate a refund, via ACH, to the customer. Originally, when the vehicle is accepted, it takes 3-5 business days (contingent on the financial institution) to successfully transfer to Carvana. Upon the return of the vehicle, another 3-5 business days is required to refund the down payment, via ACH, to our customer. Communication should always be clear and concise, and if you would like additional assistance, please don't hesitate to reach out at (800) 333-4554.

Carvana responded

Thank you for taking the time to provide feedback to us about your experience. First and foremost, we are incredibly sorry for the multiple roadblocks you encountered during your car-buying journey. Our goal is to provide a seamless process from start to finish, and we apologize if the verification process was not as seamless as we hope to aim for. Additionally, we understand how frustrating it can be to have your delivery date delayed, as our customers put trust in our process and high-quality used vehicles. All of our vehicles go through a 150-point inspection prior to the 360-tour visible online, in addition to a dedicated team within our inspection center who perform a pre-delivery inspection to ensure we are delivering a vehicle in pristine condition. Carvana values your time and business, and we are sorry for your experience that transpired. We would like to have another opportunity to regain your trust, but we are unable to locate your account. If you need assistance locating a vehicle that fits your needs, please reach us at (800) 333-4554 or chat us online so we can make things right.

carvanaripoff responded

I didn't have a problem with your 150-point inspection and finding the mechanical issues. I was more frustrated when Carvana wanted me to send in all the necessary documents by May 21st to confirm the delivery for May 28th. I did my part and turned-in all the docs on May 20th. On May 21st you guys should have done your part and make sure the delivery would be on time and start doing your 150-point inspection and not a day before the pick-up since you guys had a week to do it. And, when I called on Mat 27th around noon, I was told the vehicle was in Birmingham, AL ready for me to pick it up the next day; since I told the advisor I would be driving 4 hrs for the pick-up. When the advisor called back 5 hrs. later. I was told the car was still in GA with suspensions problem and engine light warning issue. So that means the advisor lied to me and that's more aggravating than the mechanical issues. And now you're telling me you're unable to locate my account. So you are either lying again or Carvana is a JOKE!

Carvana responded

Thank you for taking the time out of your day to provide feedback to us. Carvana will utilize it in a number of ways in an effort to maintain the level of customer service we strive to provide with every experience. Transparency plays a vital role in our process, so it is disheartening to hear that there was miscommunication regarding the features of your vehicle. Additionally, we would never want a customer to feel stuck in a vehicle that they don’t love, which is why we offer a 7-Day Money-Back Guarantee for customer satisfaction. Our goal is for every customer to have an easy and streamlined experience, though it seems we have fallen short, and for that, we are truly sorry. If you have any additional questions please reach out to us at (800)-333-4554, we will be more than happy to assist.

Carvana responded

We are grateful that you took the time to provide us with your feedback. Carvana values your feedback as this is an integral component of our improvement process. While we are able to address the 3-5 most prominent imperfections through the 360-tour, there will be some wear and tear as these are used vehicles. Furthermore, during our 150-point inspection, we do our best to ensure that your vehicle is in tip-top shape and we certainly want to know when we have missed something or if your car was damaged during the transport process. In reviewing your account, we see you have worked with our Post-Sale Specialists to come to a resolution for your concerns. If you have any additional questions or concerns, we encourage you to utilize our online chat feature available 24 hours a day or give us a call at (800) 333-4554.