Carvana

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

dont use them if they need to look at paper work I bought a car from carvana. great credit and a trade in. fist they said i need to load docs to my file. i went to my app and the docs were there. I c I bought a car from carvana. great credit and a trade in. fist they said i need to load docs to my file. i went to my app and the docs were there. I called and they said no they are not. I told them i am looking right at them. next they needed me to send them a copy of our corporate papers. they didn't know how to read a corporate paper. they went on line and said my company didn't own the trade in. it was a company out of Delaware. they are so stupid they were looking at the registered agent for my corporation. we called them again and they said they are in Arizona and don't know other laws in other sates. it had nothing to do with laws their underwriters do not know how to read a document or a screen. they are dis organized. do not use them if they need to read anything. there interest rates are not comparable of others also. much higher than local dealers. stay away if you are not doing a kindergarten deal as they will not understand it and be careful as they keep checking your credit even after you cancel the deal which lowers your score More

Just no Quick and easy to get a quote but I stopped there. Offering $2k for a car that could easily sell for $10k (same make/model/year/mileage cars currently Quick and easy to get a quote but I stopped there. Offering $2k for a car that could easily sell for $10k (same make/model/year/mileage cars currently selling for $12k+). Maybe it’s an anomaly? Either way, thanks but no thanks. More

Difficult for military Carvana did not tell me until the day of delivery that they needed a copy of my husband’s drivers license and he had to be present or have a POA to ac Carvana did not tell me until the day of delivery that they needed a copy of my husband’s drivers license and he had to be present or have a POA to accept delivery. Since I was already at work, I could not send them a copy of the POA, which I keep at home. The representative also couldn’t tell me if a photocopy was going to be acceptable in the first place or if they were going to deny it even after I scan and send the POA in, because they might need a copy with the raised seal. Still haven’t figured it out, but definitely won’t be getting the car delivered today. May end up just canceling the whole thing and going with a different dealer. More

Terrible Worked with them for three days and send in address verification and I was approve then all of a suuden info wasn't enough so they canceled delivery a Worked with them for three days and send in address verification and I was approve then all of a suuden info wasn't enough so they canceled delivery and now won't talk to me by phone I have to send them letters now...... Complete waste of time More

Just don’t. I have been driving a small SUV for the past 4 years. However, my boys are ages 13 and 10 who are both very involved in sports and having friends ove I have been driving a small SUV for the past 4 years. However, my boys are ages 13 and 10 who are both very involved in sports and having friends over, I needed more room. I started looking for a used low mileage minivan. After researching, I decided I wanted a Sienna or Odyssey. Let me say, I hate the entire car buying process. So, I thought I would try Carvana (to avoid the car buying hassle - lol). I ordered a used Toyota Sienna and had 7 days to test it out. Less than 24 hours after receiving the vehicle, the driver side sliding door power went out and I had a power cable hanging off the side of the van. I then heard rattling noises and the inside of the van was not in good condition. I decided I wasn't keeping this van. After numerous phone calls and Carvana already cashing my check (before the 7 day "test period" was up), they are finally l coming tomorrow to pick up the junk van they brought to me. After this experience, I decided it's better for some purchases in life to actually see / test and meet with someone in person! Buyers...stay away from Carvana and drive to local good reviewed dealership for real help and reliable vehicles! More

Carvana will screw you without thinking twice I purchased a vehicle online from Carvana on Sunday of last week. The delivery was postponed from Tuesday to the following Saturday. I signed all the I purchased a vehicle online from Carvana on Sunday of last week. The delivery was postponed from Tuesday to the following Saturday. I signed all the contracts a second time and waited until Saturday, when the car didn't arrive. After calling customer support, they allege that someone logged into my account and canceled the order. I objected. This was absurd as I had already purchased an insurance policy for the vehicle per Carvana's instructions. I had received 0 notifications that anything was canceled. Meanwhile another customer had purchased the vehicle. I told them I felt entitled to the purchase, since the error was not on my part. Carvana refused to acknowledge the error, deciding that the glitch in their system had covered their own tracks. My insurance policy cost $95 for the first installment. I was not awarded the contract for the car after their errors, and was treated coldly by customer service, who refused to anger the new buyer as they had angered me. This amounts to reselling sold merchandise and claiming immunity simply due to the fact that one's own corrupted records say otherwise. More