Carvana

Steer clear from Carvana!!!!! **ZERO STARS** I don't even know where to begin with my saga. My goal was simple. I wanted a VW Passat. The poor man's Audi A6. And boy, did th **ZERO STARS** I don't even know where to begin with my saga. My goal was simple. I wanted a VW Passat. The poor man's Audi A6. And boy, did they have quite a few. But many of them were not in my down payment price range (apparently, different vehicles require different down payments...even if the price of the car differs by less than $50, which makes absolutely no sense to me). The first one that I saw in my price range, was perfect...or so I thought. Gold with a light beige leather interior...sunroof...completely loaded. Price was right, too. I added it to my shopping cart, and started the process of buying it. But something didn't seem right... ...see, Carvana claims to disclose all exterior imperfections. The car that I was looking at, was shown to have a "chip" on the front bumper. When I looked at the car again, this "chip", was actually a quarter-sized piece of paint, chipped off the front bumper. What was *undisclosed*, was the 8-inch scrape, running along the front of the bumper...which would have never been seen, had I not blown the photo up! I went to the online chat, and asked to remove the car from my cart, as there was no way that I'd buy a car with that kind of damage...especially undisclosed. The rep apologized, removed the car, and I started over again. Eventually, I settled on a black Passat. Less equipment, but a year newer, with much less mileage. The process to buy it? Smooth and painless. Reps were attentive. I figured this was going to be an amazing experience. Alas, this is where the fun ended. I pick the car up from their vending machine, and give the car a walkaround. I notice two fairly nice-sized scrapes on the top of the bumper, which were not disclosed in the original photos online. The kid at the vending machine agreed with me, took some photos, and sent it to HQ. He stated that I could refuse delivery of the car, but since there were no other Passats that I was interested in - especially in that price bracket - I was kind of stuck. The kid said that he'd file a claim with Carvana, and they'd see what they could do. Fine. Two days later, I receive an email from their repair team. To make a long story short, they advised me that it was "normal wear and tear", and that everyone's definition of "damage" is "subjective" (xxx?!?!). To wit, they refused to compensate me. After some back and forth, I filed a complaint with the BBB. Some weeks went by, and I was wondering where my registration was (I transferred plates). Another call to Carvana. Another 50 minute wait, with hold music ranging from "Jenny Loves Jazzhands" to "I Got Up This Morning" (or some other nonsense). Apparently, Carvana uses a "third party registration company" (DealerTrack/Reg USA, for anyone that wants to know!) to handle said paperwork. As I couldn't get a hold of a live person there (nor could I get a true "real-time update" on my paperwork as promised), I called the NJ DMV. They had completed my paperwork, and sent it to the processing company to send to me. Not trusting Carvana anymore, I went to the DMV that evening, and got a duplicate registration. And it was a good thing I did...because NOBODY at Carvana told me, that I couldn't have my paperwork sent to a PO Box...even if my PO Box accepts FedEx deliveries!!! As such...my registration documents were RETURNED TO SENDER. At this point, I told them to forget it. I have my documents - courtesy of my friendly DMV. Car is registered...inspected...and to xxxx Carvana with faint praise, it's a nice-running car. During this melee, I received a call from a "resolutions specialist". They wanted to re-review my damage claim from almost four weeks ago. The same one that was declined. Fine. I sent over some photos. In return, the best they could offer was $200 towards repairs...assuming that I fixed the car on my own, and sent them the receipt. So now, I have to find someone that will repair this damage (properly) for $200 or less...because I'll be damned if I'm spending my own money to fix the damage that they did not disclose. As of this writing, I'm STILL trying to find someone that will fix this damage for what they're willing to pay. Lastly, the car was missing the front license plate bracket. But since I didn't notice it within 7 days, the cost is on me. I am so disgusted with Carvana. You couldn't PAY me to buy another car from them, and I will do everything in my power to make sure that nobody I know purchases a car from them. They suck...plain and simple!!! More

Buyer beware!!! Nothing good about this purchase except the person we dealt with during the pre-sale process. Brian was great, the rest was awful. First, car was da Nothing good about this purchase except the person we dealt with during the pre-sale process. Brian was great, the rest was awful. First, car was damaged in transit and there were stains on the front seats so the car was delayed 3 weeks to fix this. Then, it arrived dirty and not in the condition indicated on the listing. The power steering fluid cap was completely missing. There was dog hair all over, a red lollipop stuck between the seats, food wrappers under the seats and scratches in the back interior due to a dog. Carvana did offer to pay for detailing. Took the car to be checked by our mechanic right away. It needs a new AC compressor and front struts and mounts. Funny, that was supposed to be in the 150-point inspection. Mechanic said the oil leak from the AC compressor was very obvious. Now, after waiting 3 weeks for my car, I will be without it for another 3 days while these problems all get fixed. I'm afraid to find out what's going to happen next. Carvana obviously didn't check the car at all. Interior detailing is on their 150-point check list also and that certainly didn't get done. More

If I could give a zero, I would. This has been a bad experience since the beginning - and unfortunately, it's not over. My coworker had a great experience with Carvana, so we decided This has been a bad experience since the beginning - and unfortunately, it's not over. My coworker had a great experience with Carvana, so we decided to give it a try....And even if you have a good experience, be prepared to have to wait hours for a call back on even the smallest issue.....We loved the first car we test drove - a 2014 Expedition - but it had a slow leak in the front tire. We notified Carvana and made arrangements for them to pick up the car. In the meanwhile, we found that my husband's financing terms with Carvana were much better than what I had been quoted. We asked that when they returned to car to us, we switch the financing to him. Then Carvana lost the car. Then Carvana said the car had been promised to someone else. Then Carvana said we could get the car..... The car was returned to us 7 days later. That afternoon when we went to drive it, the low tire pressure light was on. When we called Carvana about the tire, they said that the slow leak had been noted but since we had decided not to purchase the car (not true) they had chosen not to fix it. (Even if we had decided not to purchase the car, it was a known defect that they chose to ignore.) We were told that we'd need to take the car to an ASE certified technician and that Carvana would cover the repair - including the $50 deductible. Of course, to find an ASE certified technician, I had to log into their 3rd party warranty site using our Carvana paperwork. Guess what - Carvana hadn't entered the paperwork, so we had to wait another 24 hours. After taking the car in, the mechanic called and told us that Carvana had refused to pay for the tire and that he'd discovered a "significant" leak in the power steering line. My husband and I tried calling Carvana back beginning at 3pm today. Finally, after 7pm, someone chose to call us back. In a way, the fact that they didn't fix the leak was a blessing since the mechanic found the power steering leak. Carvana's unwillingness to accept responsibility (they continue to call this a miscommunication) is mind boggling. We still haven't gotten confirmation from Carvana that they are paying for the tire, but you better believe that we will never ever darken the door of this slap dash sorry excuse for a dealership again. As my husband said, we're going back to Carmax where they treat us like customers, not suckers. More