Carvana

Good Price, awful everything else The price of the car was good but after dealing with the process and customer service side of things I do not recommend them ever. If I could find the The price of the car was good but after dealing with the process and customer service side of things I do not recommend them ever. If I could find the make & model of a similar car near me with a good vehicle history I would drop them immediately. Second time using them and it was awful. There will be about a week's delay on your car getting to you no matter what day you schedule it for delivery. The first time I used Carvana the customer service was decent but there was still the car delay. It screws you over & no matter how important the events are you miss they aren't willing to do anything about it. With my recent purchase I had to make 4 extra calls to fix things they screwed up which wasted at least 3 hours of my time at work. For instance 2 hours after being on the phone with a Carvana employee who told me I uploaded a proof of loan document in the correct place I get a phone call saying they need that same document. Eventually when I get a free moment in my work day to call them back, "Oh wait I see it now it was just not in the right area." Another example is them screwing up the delivery time (only having to make this call because of them messing up the original) I said I wanted when on the phone with them. Later that day I get an email order confirmation with the wrong time when I'm not available. So there's another call I have to make. More

Never delivered Car I went through the entire process including being approved by the bank only to have Carvana never deliver the car. They scheduled a time 4 times only I went through the entire process including being approved by the bank only to have Carvana never deliver the car. They scheduled a time 4 times only to cancel the day before over 6 weeks. First, the stated they could not locate the vehicle for 2 weeks. Then they stated they located the vehicle but it was in service. Each time the scheduled a new date and time for delivery only to cancel. One of the customer services reps, which are all young and inexperienced, said the car was actually in service and they didn't know when it would be available. I would not recommend using this service unless you want to deal with a bunch of kids with attitudes. I have told people of my experience for the last few weeks and will continue to do so for a long time. It takes months to gain a customer but only seconds to lose one for life. They have lost one for life here. More

Seller Beware The "we'll buy your car" end of their operation needs work. A lot of work. Though it would be impossible to ask every question regarding the vehicle y The "we'll buy your car" end of their operation needs work. A lot of work. Though it would be impossible to ask every question regarding the vehicle you have to sell, the key-points need to be made CLEAR from the beginning. You enter your vehicle's information. You get an "appraisal" and offer". You upload copies of your title and drivers license, only to receive a phone call asking one VERY important question (a key factor in the deal) which is never seen during the process you've already gone through. It wastes the consumer's time, folks. Furthermore, you are expected to REPAIR any red-flag issue in order to proceed with the pittance they offer in the first place, which in this case was triple the amount offered. Absurd. I feel for those who have to make that phone call. I'm sure many are nowhere near as polite as I was when speaking with the representative this morning. I now fully understand why the reviews are mixed with Carvana. More

Nightmare This company has been nothing short of a nightmare. I wouldn't even tell my worst enemy to buy a car from Carvana. Let's start from the beginning This company has been nothing short of a nightmare. I wouldn't even tell my worst enemy to buy a car from Carvana. Let's start from the beginning, shall we? I purchased a 2016 Mazda CX-5 on 8/2/19 The online transactions went smoothly but things began to fall apart when the delivery date came. I was scheduled to pick up my car on 8/2/19 at 4:00pm at the Gaithersburg location. About 2 hours before delivery I received a call from Carvana saying that delivery would be delayed because the vehicle failed Maryland State Inspection due to the brakes. (FYI, the car was advertised as having brand new brakes) I needed the vehicle 8/2 because I was heading out on a road trip on 8/3 so this presented a big issue. I chatted in with a rep and kept pushing the issue that they needed to get this resolved ASAP as I needed the vehicle for the 3rd. After a lot of back and forth with the chat agent I was told there was absolutely no way I could have the vehicle that day and the EARLIEST I could have it was 10am on the 3rd. I got a phone call around 5:30pm from the Gaithersburg store saying my car was ready?! I live about 45 minutes from Gaithersburg and it was a Friday evening but I hopped in the car to get there before they closed at 7pm. The guy I dealt with at the store was friendly enough and the car was fine so I thought we were good to go. I inquired about transferring my registration from the vehicle I traded in and they said it would not be an issue. I had read reviews previously saying that the registration process was sometimes problematic but I tried to remain positive. I was told that registration could take between 30 and 45 days depending on the STATE. The Carvana Owners Dashboard on their website had a countdown (I believe the countdown started at 30, could've been 45) of when you should expect your registration. Well the time expired on the countdown and I contacted them asking what the deal was. The chat reps insisted that its possible that MD is slower than other states when it comes to registration and that I shouldn't worry. According to the rep all of my documentation was fine and they didn't need anything from me. I asked if it was possible for me to just go to the MVA and take care of it myself so I could be done with the waiting to which they responded that I could not because I financed through them so they had to do the registration. On September 19th (48 days after purchase) I received an email from the registration department at Carvana asking me to provide proof of insurance because the initial proof of insurance had lapsed (my auto insurance renewed on September 16th) I was pretty peeved considering they specifically told me I woudl have my registration WITHIN a 30-45 day window YET this was just proof that they DID NOT EVEN SUBMIT THE PAPERWORK until I had the car for 48 days.... (to make matters worse, I had to continue to carry insurance on the X-Terra I traded in until I got the updated registration...) So their constant responses I got blaming the state of Maryland were all lies. I submitted the proof of insurance and like magic, I got the registration 2 days later. I thought I was finally in the clear but started receiving emails from the MVA saying they got a notice from my insurance company that I dropped insurance on my Xterra (the vehicle I traded in) and that my registration and license could be suspended for driving without insurance... I submitted the Bill of Sale to the MVA and followed up with a call. The MVA indicated that they did not have the CX-5 on record and that the XTerra was still showing registered to me but they said it can take 4-6 weeks for thier information to update so I didn't worry too much about it. This week (November 11) I recived a letter from my insurance company stating that I no longer held insurance on my Xterra and that the MVA can suspend my registration and/or license because of it. I contacted the MVA on November 14 to inquire whether or not my CX-5 is showing registered to me... Spoiler alert, it isn't They are still showing I have the XTerra. When I explained my situation I was told that the MVA could've returned my registration paperwork to Carvana due to missing information but they wouldn't have that documented so they suggested I contact Carvana. SO I contact Carvana and they tell me there is nothing on their end and the MVA probably screwed up and told me to call the MVA....again. So I did and man am I glad I did. I spoke with a titling specialist who indicated that she could see Carvana began the paperwork but never completed the sale. She said it could've been due to them not submitting the right funds with the paperwork or something else. The woman I spoke with escalated the issue to another person in titling to see if they had more insight on why the title was never completed. I received a phone call from the MVA clerk, Lorrel (God bless this woman and her investigation skills) who informed me that Carvana never completed the transaction. The sale never happened..... I got back in touch with Carvana and explained to them what the MVA was seeing. I provided the name of the MVA clerk and her phone number if they needed further guidance. Lo and behold the Carvana people voided..yes VOIDED the transaction... So a very long story short I have a car I've been driving around for months that apparently does not belong to me and has plates on it that used to belong to my xterra... Basically a stolen vehicle... I was told that they were resolving the issue and resubmitting the documentation immediately and that they would overnight my registration. That was yesterday. Today Hillary from Gaithersburg called me to give me some more bad news. Her bad news is that the MVA is saying the registration was not submitted within the allowed 90 days of purchase, thus another inspection would need to be done. Hillary assured me she would call the MVA branch manager to plead her case but that's where we are right now. I am at my wits end with this company. I explained to Hillary that I'm basically driving a stolen vehicle and if I were to get pulled over this could be a HUGE issue to which she replied "yea that is a problem" I explained to her that this has been a nightmare since day 1 and I wished I never bought a vehicle from them to which she replied "well this happened because of one small mistake" ONE SMALL MISTAKE!? This company doesn't take responsibility for ANYTHING they do. I am honestly besides myself. More