Carvana

Opposite of the “Car buying experience you deserve.” Before I picked up my purchased car, I was ready to sing Carvana’s praises. The vehicle inventory online was great and uploading the documents and pur Before I picked up my purchased car, I was ready to sing Carvana’s praises. The vehicle inventory online was great and uploading the documents and purchase process was very simple. I chose to pick up my vehicle from a vending machine. Before agreeing to purchase the car, I took it for a test drive and not long into the test drive, I noticed that the car was missing some key features that were listed on the website and realized that this was not the vehicle I thought I was purchasing. Turns out, the vehicle was a lower trim level than what I wanted. I returned to the location and informed the Carvana employee of this. I was told that the vehicle was probably priced incorrectly, but that if I still wanted to take possession of the vehicle I would be contacted in 2-3 days with what Carvana would do to fix the situation; more than likely a decrease in price. I could also return the car during the seven day window if I decided not to take the offer. On day 3 I called and again was told by a Carvana employee that the car was probably priced wrong but they hadn’t started evaluating my problem yet and would get back to me. It wasn’t until day 4 that I finally received an email informing me that although the trim level was labeled incorrectly on the Carvana website, the price of the vehicle was somehow correct. I found this disheartening since the Carvana website had many comparable vehicles, within 1,000 miles in mileage, for $2,000 and $3,000 less than the price Carvana was claiming was the “correct price”. After being on hold for around 25 mins, I was finally able to speak to a manager, who could not have cared less about anything I had to say. I explained the situation including the falsely labeled trim level, the similar vehicles listed on their website (as well as all over the internet), and the horrible customer service experience I had. She had no response to my description of my bad experience other than to just regurgitate what seemed like rehearsed lines that were designed to limit Carvana’s liability instead of understanding their customer’s experience. She also failed to take an ounce of accountability for their mistake, beyond offering me $100 as a “good will gesture” for incorrectly advertising the vehicle as something it was not. Since I was NOT comfortable being robbed of thousands of dollars, I returned the vehicle. I later found the car I wanted through a dealer. Carvana claims to be a better alternative to buying a car through a dealer but my experience with the dealer was 1000x better because they actually cared about getting me the car I wanted for a fair price. I’m sure the customer service manager I dealt with and Carvana as a whole don’t care that I will never do business with them again because, like many of these types of large tech companies, customer service is not part of their algorithm. More

Was not a "hassle-free" experience. So am I rating the vending machine in Charlotte, NC or the HQ in Tempe? The people at Charlotte were great, especially Stephanie, she helped me pick u So am I rating the vending machine in Charlotte, NC or the HQ in Tempe? The people at Charlotte were great, especially Stephanie, she helped me pick up my car and made the last steps easy. She noted a big scratch on the trim the day I picked up the car, but I guess HQ decided that didn't matter. The scratch wasn't in the pictures online, and it was pretty deep and big. The process for submitting paper work online was a nightmare. At first things seemed easy, then HQ wanted proof of residency. So I started jumping through hoops to straighten this out. I had just moved that week, I didn't know that would be an issue. I was counting on the ease of the process because my old car just broke down and I needed a car to drive when I got back from out of town for work. So I went to the bank, while out of town, got them to update my info and print a statement for me that had my address. In an email that Carvana sent me twice it said a bank statement was acceptable. APPARENTLY NOT. This was the easiest option for me, but I guess wasn't good enough. On top of all this HQ calls when I can't answer. I'm an arborist so there is always heavy machinery running and I can't just stop my job to answer the phone. So I have to call back, wait on hold for a long time, and speak with a different person each time. Then I have to explain all the hoops I have jumped through because of the different person on the phone before anything can get done. All the while your getting emails and calls that say if you don't do this the car you want will be put back in the inventory! I was extremely frustrated. I decided to keep the car out of necessity because I need a car to get to work. But I get back from work that week and get an Uber to the vending machine, the vending machine wasn't working so I didn't really get to experience that. All I wanted was to buy a car without the headache. Just don't be working, out of town, recently have moved, and have an old dead car. This "experience" was frustrating and stressful. I do not feel like I was treated the same as some of my friends who also bought from Carvana. They had any scratches or dings that were not pictured online they were repaired or compensated for them. They also got some pretty cool gifts in their cars. I will not be buying from Carvana again. I think I'll have better quality of service and prices at a normal dealership. What frustrates me the most is there is no understanding of the predicament I was in when I needed a car. I had to be out of town for work and recently moved, both of which were stressful. To HQ I was just some bloke who was buying a car. More

TERRIBLE UNKNOWLEDGEABLE STAFF If I could share a 0 I would. Stay away from this company. Not only do you stay on hold for hours literally hours on end, but their own management tea If I could share a 0 I would. Stay away from this company. Not only do you stay on hold for hours literally hours on end, but their own management team does not understand the process. I have wasted days and days trying to sell them an immaculate 2015 vehicle with 25K miles on it. Every person you speak to will tell you a different story, they ask for the impossible. More forms, more documents, more details everytime you contact them. JUST DON'T WASTE YOUR TIME! More

Carvana sold us a lemon: Told us "Too bad, so sad!" In May we purchased a used vehicle from Carvana. In the next 45 days it broke down 3 times. After several repairs Carvana refused to fix it (even th In May we purchased a used vehicle from Carvana. In the next 45 days it broke down 3 times. After several repairs Carvana refused to fix it (even though it was the same issue) because it was slightly outside of the warranty they provided. We had broken down several times in this vehicle, most notably on the side of the highway 2 hours from home with our newborn in the vehicle in 95 degree heat. After multiple attempts pleading with Carvana to fix this lemon they eventually told us 'too bad, so sad.' Unrelenting, I sent an email to Carvanas legal team and asserted that the vehicle met the statuatory requirements to be considered a lemon. Their attorney, Grace, reached out and agreed to replace the vehicle to give us "a better experience." Right, I had to contact your legal team in order for you to agree to replace the vehicle. More like Carvana felt it was too costly to defend a lemon law case they were unlikely to win. Fast forward 2 weeks, we still do not have a new vehicle and they are playing games and putting us through xxxx trying to get a replacement vehicle. Everyone should be made aware that purchasing a vehicle from Carvana is incredibly risky and in the event of an issue they will have little recourse. I would not wish this experience on anyone. We are out thousands of dollars in expenses related to this vehicle, not to mention paying for insurance premiums while the vehicle sat in a shop absolutely useless. Carvana was less than helpful and every bit of this process has been painstakingly difficult because there staff does not have any training on how to handle situations like this. Long story short, do not purchase a car from Carvana. They knowingly sell defective vehicles and see absolutely nothing wrong with it. They put me and my families safety in jeopardy in a vehicle that was never roadworthy. Not only that but in addition to the mechanical issues, our car had been hit and repainted. No accident was disclosed or reported to Carfax, but it was clear from the mismatched paint. If you purchase from Carvana you never know what you will get. Go to a dealership at least you can really see what you're purchasing. Their pictures are great at hiding defects (must be the lighting). I have sent over 40 emails, 50 phone calls, and spent 25+ hours on the phone dealing with them and their customer "advocates." The only thing Carvana advocates for is itself. I would strongly advise against buying from Carvana. You may get a great car or you may not. In the event you do not prepare for a living xxxx. I have broke down more in 1 month in Carvanas vehicle than in all of my life. More