Carvana

TERRIBLE, Liars and cheats! I have to start by saying the purchase was easy... BUT, it went down hill VERY VERY quickly after that! This company has the worst customer service I I have to start by saying the purchase was easy... BUT, it went down hill VERY VERY quickly after that! This company has the worst customer service I have ever dealt with. They do not do a single thing they promise and waste A LOT of their customer's time! I received my vehicle and inspected it before taking delivery, everything looked good. After 3.5 weeks I took it on the freeway for the first time. A piece of the bumper popped off and another piece was sticking out slightly by the time I got to where I was going. Upon further inspection I could see that the vehicle was in a accident and the pieces were glued down so that it would at least last through the 7 day return window. So lie #1: All their vehicles have a clean crash history. Now I have to waste my time taking it to a body shop to get proof that it was in a previous wreck and then deal with these incompetent people to try to get something done about it.(I'm guessing they will not do anything because they are LIARS and their glue lasted just long enough to blame me for the damage!!) Issue #2: With 10 days left on my temporary tags I had not received my license plates yet so I called them on a Thursday. They said there was an issue with the paperwork(so they made a mistake) but it was corrected and I would get my plates on Monday. No plates on Monday so I called and they promised they would be here Tuesday. No plates on Tuesday either, no surprise! Called more than a dozen times that week and called the DMV 4 times to verify their stories(they were all lies and the DMV had no record of my vehicle). I was promised 3 emails and 4 phone calls back but got NOTHING! I was also promised the tracking number for the shipment to the DMV and got the wrong tracking number, still haven't received the correct one even though it was promised to me by at least 4 people I spoke to.(I am guessing they never sent the paperwork so they don't have a tracking number and they are buying time so they can send in the paperwork) As of this writing the DMV has no record of my vehicle even existing(Carvana had an excuse for that also), Carvana has told me multiple lies and made up multiple excuses/stories about where my plates are. I currently CANNOT legally drive my new vehicle because the temp tags are expired and I am waiting on these incompetent morons to get their stuff together and actually do their jobs. It's been 11 days since they promised my plates would arrive and I haven't been able to legally drive my vehicle for 4 days now but they don't seem to care. No plates and the DMV still has no record of my vehicle in their system. I would NEVER do business with these people again and would give them -5 stars if I could. They took my down payment out of my bank account within hours of my 7 day trial being over. They don't give a crap about their customer's after they get their money. UPDATE 6/12/18: Called the idiots at Carvana again for the 11th business day in a row and MORE lies and excuses. They claimed all last week that I would get my plates by 6/11/19 after promising them on 6/3 and 6/4. Guess what? NO PLATES and it is now close of business 6/12. 2 more people promised to call me back and didn't. Talked to another incompetent moron today that refused to do anything for me and still has no answer on when my plates will get there. They are blaming it on a third party company but refuse to tell me who that is or what their contact info is. They claim they aren't customer facing. I think it's another LIE and Carvana just doesn't want to admit they continue to screw up!! The person that replied to this review with a cut and paste canned response said they would try to come up with a resolution for me but they have refused to do anything during the 18 phone calls I have now made to them. Maybe hiring a lawyer and threatening to sue these morons will get them to finally do something! More

I firstly was quoted 26,000 reduced 7,000 after signing up. Fraudulent practice of enticing quotes for trade in value, and after new car was chosen, and credit report inquiries, and loan details, Carvana dropp Fraudulent practice of enticing quotes for trade in value, and after new car was chosen, and credit report inquiries, and loan details, Carvana dropped my trade in quote by 7000$. My credit rating is 845. My car had no accidents, and was initially described just like during the sales process. So much wasted time. I gave these losers all my info. This company is fraudulent. Beware. More

Seemed promising but ultimately disappointed Purchased a used Chrysler Pacifica. The entire experience was fairly seamless until I went to pick the car up. The information on carvana listed the c Purchased a used Chrysler Pacifica. The entire experience was fairly seamless until I went to pick the car up. The information on carvana listed the car as having leather seats and an upgraded trim level but the car I received was not as described and no leather seats. The people at the pickup vending machine were not very helpful at all. I called carvana customer service and was on hold for 20 minutes and they offered me 250 dollars off the car. This was clearly not adequate, especially considering the amount of time that I had wasted. (paperwork, changing insurance, etc). I declined the car as leather was an important feature for us given that we have young kids who will be spilling on the seats. Carvana has a good concept but clearly some of the execution has not been perfected. More

Where is the 150 point inspection? Got my Honda FIT and took it to the Honda car dealer for the airbag recall (because Carvana refused to get it fixed before delivery and I have to sig Got my Honda FIT and took it to the Honda car dealer for the airbag recall (because Carvana refused to get it fixed before delivery and I have to sign a agreement to acknowledge there is an open recall). The Honda car dealer called after and said this car got into the accident before and some internal parts are in bad conditions, I should return it right away) On top of that there are some front lights are not working (my fault - I thought that 150 point inspection should included them, but looks like they are not) and there is TPMS light on the dashboard after the test drive (the delivery guy said it should be fine later - not really, it just stay the same after Honda car dealer checked) Informed Carvana customer service about this problem and he just said to get me the refund - I think these people just don't understand you are wasting people time to go through all these stuff, I paid a premium price for a car and it should be hassle-free, not to buy more problems. What a waste of time! More

Buyer Beware! Do not buy from Carvana ever! In less than a year I have had to replace all tires, battery, struts, etc. I am really starting to doubt the actual mile Do not buy from Carvana ever! In less than a year I have had to replace all tires, battery, struts, etc. I am really starting to doubt the actual mileage on my purchase. One tire had been patched four times, one of the spark plugs was so loose I could turn by hand. I purchased the extended warranty and never have received anything about the extended warranty, which it appears I will probably need as the engine and front end sound like they are coming apart. I am filing a complaint with the Maine Car Dealer Board and the Attorney Generals office. Buyer beware!!! More

Misrepresented vehicle and a myriad of other issues Overall my experience with Carvana turned out to be very negative. My husband and I ordered a vehicle from Carvana in late November 2018. The fir Overall my experience with Carvana turned out to be very negative. My husband and I ordered a vehicle from Carvana in late November 2018. The first issue that we experienced was the delivery date -- first, we were given an estimated delivery date in late December, close to Christmas. Then, we got a call saying that it was coming on 12/17/18. This was already a problem because my husband travels for work a lot, and had already made arrangments to be home for the initial delivery date. He told Carvana rep that he wasn't going to be home before at least 12/21/18, losing 5 out of 7 "trial" days, but they didn't seem to care. I personally couldn't do much with the vehicle without my husband (take it to a mechanic for an inspection, etc.) because I was dealing with a difficult pregnancy and was very sick most days. Also, since it was a pretty expensive vehicle that my husband and I were buying together, it was important for him to be home and have time to inspect and drive the car before the "money back guarantee" time ran out. My husband later made a few follow-up phone calls and was finally granted an extension on the Money Back Guarantee period of another 7 days. Here comes the fun part. On 12/14/18 he received a phone call from a local delivery driver saying that he is on his way to our place with the car! At that time I had to rush home from work to meet him, which wouldn't have been either convenient or realistic for a lot of people. The driver did show up a few hours later with the car and was very polite and patient while I did a visual inspection of the vehicle. Here comes the second issue: the vehicle turned out to be very dirty outside (which was expected) AND inside, needing professional detailing (think sticky drinks spilled on the leather seats, dark brown spots all over the cream-colored ceiling, etc). It was simply disgusting inside. We contacted Carvana right away regarding detailing and they responded with offering a $150 check but only to be issued to the detail shop directly. The problem is that the lowest cost of detailing for this type of a vehicle is $300.00. So, Carvana basically offered to only pay for half of that. Third issue with the vehicle: it was listed as having built-in navigation system, but the vehicle came without one. After some online research through the manufacturer and several official dealers, we found that the price difference for this vehicle model with and without the navigation is $3000 for a new vehicle. Our vehicle was only 3 years old with very low mileage, so that shouldn't have depreciated much. However, Carvana only offered us a $300 refund. Yes, only 10% of the value of a navigation system that they promised the vehicle would have. This refund also took multiple phone calls and emails to get approved. We did end up keeping the vehicle because it was in good mechanical condition. Fourth issue: we didn't get the vehicle registration (the one issued by our state DMV) with the temporary plates. Since it is illegal in our state to drive a vehicle without one, we called Carvana. They insisted that our registration had been sent with the temporary plate, and pretty much implied that we had lost it. If we needed a "replacement", they advised to go to our local DMV and get one. There was no way to convince them that we'd never gotten it in the first place. We had no choice but to waste half of a weekday/workday and go to a local DMV. There they were able to check the transaction history for our vehicle. Turned out we had been right -- the registration had never been mailed out, it was still in process by DMV. We were also told that DMV would mail that to us directly, so there was no way Carvana's registration department would be getting it. We contacted Carvana again and relayed what DMV had told us. They said they'd investigate. Later, we received an apology email saying that we had been right and our state was one of those states that only mailed registration directly to the driver and that their registration department indeed had never mailed us one. From this I learned that their "registration department" is actually a contractor located somewhere very far from Carvana's main office, AND there is very poor and limited communication between them and Carvana. About five weeks later we did get the registration directly from the DMV. And, finally, the last but the most distressing issue was the fact that Carvana lost our vehicle title, which came to light when we paid off the car early through their financing company Bridgecrest. Here is a full story on that: first thing that got us on alert, was the fact that once our loan was opened, they didn't send any statements in the mail OR by email. So after we'd made a few monthly payments, we had no documentation proving what amount of interest had been charged each time, what the pay-off amount was, etc. For this, and a few other reasons, we decided to pay the loan off early and we did so online. After a couple of weeks we I decided to give them a call to ask when we'd be getting the title. They told my husband that the title should have been mailed out within 5-10 days after we'd paid off the loan. We decided to give it a few more days and wait for the title. A month after the loan pay-off, the title still didn't arrive. My husband called BC again and now they told him that the title had been lost or never received from Carvana. He asked them how they were going to resolve that. The rep just said it wasn't their problem, we should call Carvana and HUNG UP on him (he was calm and polite). So, at that point, we'd made close to 30k in car payments, but had a car with no title. My husband called Carvana and they confirmed that the title had been lost and they'd have to apply for a new one through my state DMV. They couldn't give him any estimated time of resolution for any of that. At that point my husband decided to open a BBB claim regarding the issue. About 2.5 weeks after that phone call to Carvana, we finally got a "Certificate of Title" in the mail with a major problem -- they stamped Carvana and it's address on the back of the title where it asked for a "lienholder to be shown on the new title". They also stamped that info on the back, under "lienholder releasing all interest". So, the back and the front of the title had conflicting info, making it invalid. However, Carvana rep did attach an affidavit confirming they had stamped the back in error and that they were releasing all interest indeed. Because of this mess on the title, we couldn't just mail it in to DMV to get a new one, We had to physically walk into a DMV location, wait for 1hr and 45mins to be able to hand to someone and make sure they wouldn't miss that affidavit and wouldn't add Carvana to the new title. The local DMV office accepted all the paperwork after careful review (at first, they said the title was invalid like that), and we just very recently received our title, after having paid off the loan on 03/25. The worst part is that in response to the BBB complaint, Carvana stated that the extra Carvana stamp on the back of the title had been added before we had made the final payment, which was a blatant lie -- the certificate of title and the affidavit of correction were both issued almost a month after we had made the final payment (there are actual dates on those documents confirming that). Needless to say, this whole process was a nightmare and I intend to NEVER deal with Carvana or Bridgecrest again. Also, I have a strong feeling that if we hadn't been nagging them with phone calls and didn't file the BBB claim, we would still be waiting for my title. More