Carvana

My wife and I originally got our car from a Carvana vending machine in 2021. It was the easiest car buying experience we have ever been through. We needed a second car so we decided to use Carvana agai vending machine in 2021. It was the easiest car buying experience we have ever been through. We needed a second car so we decided to use Carvana again. Since then, the state of Illinois has changed its laws so since we live in Illinois, we couldn't just go to any Carvana office and buy the car. We HAD to pick it up in Illinois. Ok, not a problem. We found the car we wanted, ordered it, got insurance on it, and we were just waiting for our pick up date. It is the day before our pickup date and we get a text that there has been an issue transporting the car (from another state) to Illinois so they had to reschedule the pickup date to the same day and time the next week. Ok, not a problem. Our closest pickup location was 3 and 1/2 hours away from us, so it was a day trip. We call Carvana that morning to verify that the delivery is still scheduled at the agreed upon pickup location. They assured us that everything was good to go. We arrive to the pickup location (it was outside of a motorcycle shop about an hour from Chicago) and we waited for 45 minutes before I decided to call them to see where they are. They assured us that they are still good, but running a bit late. We wait for 2 hours past the pickup time while talked to them two more times in that time span. They said they can't locate the delivery or get a hold of the vending machine where it was being delivered from. I finally get a hold of someone in their delivery department and they got a closer look. Turns out, the vending machine canceled our delivery an hour before our pickup time and no one contacted us when they did it. The car was at their vending machine so we asked if we could drive another hour north to pick it up there but we were told "that is impossible to change it." We drove 7 hours with waiting for 2 hours on this botched delivery bringing this trip to 9 hours total. We spent $100 on gas and $50 on food. The woman who I talked to escalated the issue for a manager to call me to help smooth this issue over. I was told that I should be getting a call from the manager in 24-48 hours. It was 7 days before Manager Jasmine called me (only because I called again the day before asking if I was going to get a call). I said that since they kept messing up, they should at least wave the $1000 delivery fee (which they put into our financing without asking us). She said that was impossible. We were promised $150 for driving so far to pick the car up when we placed the order online. Jasmine offered that as if it wasn't already offered so I said that we should get it twice since we'll have to drive up a 2nd time. She obviously couldn't have cared less about this issue and said "well, we don't even really offer this in the first place" with a "take it or leave it" tone which I knew that they do and it was displayed on the purchase page when we made the order. The moment I heard her response and tone, I told her that we may have to look at different options about purchasing a vehicle. She once again didn't really seem to care. We decide that since we already have paid for the insurance for this car for a month at this point, we might as well run back up there to get the car. The pickup was a week after that phone call, so we're at week 4 in this process now. We go up, and the delivery was actually on time! The only problem...they brought the wrong car. We ordered a white 2019 Mitsubishi Eclipse Cross and they brought a red Mitsubishi Outlander. The delivery driver came out and said "I have good news and bad news. Bad news is that you won't get your car today. Good news is that we can fulfill this order same time tomorrow." Just a reminder, we are 3 and 1/2 hours away from our house, have driven 633 miles total (excluding the drive back home) and they were expecting us to make this trip for a 3rd time. I went ahead and agreed to the meetup and was assured a manager was going to call me in the next 24-48 hours. Once I got home that evening, I called up a dealer in Indiana, drove to the dealer the next morning, and got a car purchased in less than 18 hours with them. They were nice, fast, and professional. They made it clear to me that Carvana is completely incapable of not only delivering a car, but also caring for the customer. I have never felt less valued as a customer than how Carvana made me feel. Their regular reps are extremely nice, but once you start talking to management, it is a different story. I still have yet to receive the call from a manager and it has now been 7 days. I write this to encourage those looking to seriously consider a dealership. They want you as a customer so much more than Carvana. They treat you so much better than Carvana. You may think car salesmen are scummy, but they are significantly better, nicer, and more respectful than Carvana. More

They make buying a car an extremely complicated process. For being a dealership that talks about making car buying easy, there was nothing easy about my experience and they offered me little to no help what For being a dealership that talks about making car buying easy, there was nothing easy about my experience and they offered me little to no help whatsoever. It took me nearly three weeks to work through all the paperwork they wanted the exact and precise way they wanted. Also they tell you one thing one minute and the next thing you know you’re missing deadlines. I do not recommend this if you are not a very patient person. Also their interest rates are through the roof. I got an interest rate from my local credit union that was more than half of what they wanted me to pay More

They are honest about what they will give you for your car which is great. The online chat support needs a lot of improvement as I was literally told to ignore emails and notifications says my 10 day payo car which is great. The online chat support needs a lot of improvement as I was literally told to ignore emails and notifications says my 10 day payoff wasn't good. The call in center is wonderful. Everyone I had spoken to was very pleasant and helpful. The delivery of the car/scheduling needs improved as well. I had 2 cars delivered and each time the delivery time was pushed back. More

Carvana was such and easy experience! Even when we happened to find a newer version of the original car we purchased, we called the afternoon after pickup and they immediately helped and Even when we happened to find a newer version of the original car we purchased, we called the afternoon after pickup and they immediately helped and got everything situated for us to swap the vehicles! No hassle, no crazy sales pitch, and great customer service! Thanks Carvana Atlanta! More

I had an excellent car buying experience. No issues: I would recommend. And my next car might be Thru carvana also No issues: I would recommend. And my next car might be Thru carvana also More

Easy, fast, simple and non complicated. It was actually a lot of to purchase a vehicle online. It was actually a lot of to purchase a vehicle online. More

This was my second vehicle purchased from Carvana. The transaction went smoothly and the staff at the pick up location was friendly. When I arrived to pick up the car I was told by staff that there we The transaction went smoothly and the staff at the pick up location was friendly. When I arrived to pick up the car I was told by staff that there were several chips in the windshield that werent listed on the website. She put in for it to be repair. The warranty company, Silverrock, approved it and had the windshield replaced. The same day I picked up the car I noticed hundreds of chips all over the front bumper, going from one side of the car to the other. There are also countless chips on the hood. None of that damage was listed on the website, it looks to be related to the chipped windshield that was approved for replacement. I submit a concern on Carvana's website, was told I would hear something in 24-48 hours. I waited 6 days before contacting Carvana, the advocate basically blew me off and told me to contact Silverrock and they would repair it. I contacted Silverrock and was told it was denied because it was "in scope with Carvana's reconditioning". Every other listing that shows that damage is clearly notated and says its within a small area. This was not notated and it covers the entire front of the vehicle. By the time I heard they wouldn't repair the unmentioned damage it was the end of the 7 day return window. Now I am stuck with repairing an issue that was not expressed to me initially. I believe this will be the last time I use Carvana. More