Carvana

Carvana responded

Thank you for choosing Carvana for your vehicle needs and we are appreciative that you took the time to provide us with your feedback. We are sorry to hear you experienced issues with the lender regarding the loan payoff and understand your hesitation to use this lender for financing in the future. While Bridgecrest does service all Carvana financing deals, Carvana does accept third party financing from the majority of third party financial institutions. Regardless of how you choose to finance, Carvana wants every experience to be amazing and we apologize that your car buying journey was less than stellar. We are constantly striving to improve our processes. Your review helps us gain insight into our post-purchase financing process and how we can improve. We hope you’re enjoying your vehicle and we’re so happy you chose to be a part of the Carvana family.

Carvana responded

Thank you so much for bringing this concern to our attention. We are happy to hear that you had a great experience purchasing with Carvana. However, we are extremely sorry to hear that your registration has been delayed and that your temporary plates have expired. We fully understand how this can impact your overall experience. Our registration team is working diligently to ensure that registration is processed appropriately. We encourage you to contact us with any questions or concerns that you may have in the meantime, as we want to continue to be a resource for you.

MsFair2019 responded

***UPDATE*** Still do not have a registration/tag 20 days after expired.. So we threatened to bring the car back. They said they would get us a rental car at Enterprise. So, after 3 trips (bc Carvana STILL didn’t have it together) we have a rental car. So, the luxury car I am paying for monthly I am unable to drive bc of the registration team not knowing what they are doing. So, I’ll drive this VERSA until they can get it together. Also, the representative at Enterprise told me I was the second person who came in to get a car with the same issues with Carvana. Never again!! We will take our business elsewhere— to someone who knows what the heck they are doing.

Carvana responded

We are happy to hear you enjoyed Carvana’s purchase process, however we are disappointed that the delay in delivery took place ruining your initial experience. We do our best to ensure every customer’s vehicle will arrive on time, but delays can occur. Severe weather did take place while we were transporting your vehicle and caused your delivery to be delayed. We apologize for the inconvenience this might have caused you, but we hope you are enjoying your need ride. If you have further concerns, please give us a call at (800) 333-4554.

Carvana responded

We appreciate you taking the opportunity to submit feedback on your Carvana purchase experience. We are so thankful that you chose to purchase with Carvana a second time, however we sincerely apologize for dropping the ball this time around. The delays that you experienced with this purchase are absolutely unacceptable and we cannot apologize enough for the lack of communication that you received. We see that you have been in contact with a specialist regarding your experience and steps moving towards a resolution. We will be sure to utilize the information and feedback provided as a training opportunity for growth and improvement within Carvana. We thank you so much for the insight that you have provided and encourage you to contact us should you have any additional questions or concerns in the meantime.

Carvana responded

Thank you so much for reaching out and providing Carvana with your honest feedback. All reviews are used for improvement, whether positive or negative, as it is necessary to value our customers honest experience. In regards to leaving a review on our website, you are unable to leave a review on our site unless you have completed a purchase with Carvana. We are terribly sorry to hear of the difficulties experienced during our underwriting process. It is wonderful to hear that a leadership member was able to take ownership of your experience and provide you with the appropriate resolution. At Carvana, we pride ourselves on transparency and do our best to ensure that we are displaying accurate information for each of our vehicles. We would like to sincerely apologize for the annotation errors on our site and the surprise you must have experienced upon seeing your vehicle in person. Carvana is working diligently to ensure that we correct any errors on our site. We would love the opportunity to speak with you regarding your experience. Please contact us with any additional questions or concerns that you may have at (800) 333-4554 and we'd be happy to assist you.

TJOTWO responded

CARVANA’S REPLY CONFIRMS THAT CARVANA AND ITS ON LINE REVIEWS CAN NOT BE TRUSTED . First, while Carvana claims to post both positive and negative reviews on their website, Carvana clearly admits in the above Reply that they do NOT allow negative reviews from individuals who reject vehicles due to misrepresentations, mechanical deficiencies or otherwise. The resulting bias toward positive reviews on their website also contradicts their claim of “transparency”. Second, Carvana’s Reply suggests a concern for the misrepresentation of vehicles – yet they immediately relisted the vehicle I attempted to purchase with the same misrepresentations for nearly two weeks after the vehicle was rejected by me due to those misrepresentations - until the vehicle was sold to some unwitting buyer (…excuse me, Carvana prefers the term “annotation errors”). Third, Carvana’s Reply attempts to covey remorse for my experience and states an interest in discussing the experience with me, which is knowingly false: (1) Carvana’s delivery rep committed to call me later in the afternoon after the mis-delivery, but he never contacted me; (2) Carvana’s delivery rep committed that a Carvana Team assigned to such issues would also follow-up with me within a day or two re potential solutions, but they never contacted me; (3) Carvana similarly claimed in a public response to a Review I posted on TrustPilot.com - in mid April - that they would contact me to “further assist and offer a solution,” but they never contacted me with any offer of assistance or a potential solution. (4) The posting of negative dealer reviews on DealerRater.com are admittedly delayed for 14 days to afford a dealer an opportunity to contact the Reviewer in an effort to address the concerns of the Reviewer – you guessed it, Carvana never attempted to contact me during the 14-day cooling off period. Instead, a MONTH after my experience, Carvana instead wrote a public reply to my post on this site, rather than contacting me, which falsely portrays Carvana’s concern for my experience; (5) It is simply disingenuous for Carvana to glowingly claim that a “leadership member was able to take ownership of your experience and provide you with an appropriate resolution” when, in fact, Carvana has repeatedly misrepresented their intention to address my experience or to even contact me. In summary, Carvana’s PR team is adept at public mea culpa responses to negative reviews (e.g. see their responses to reviews on TrustPiloy.com), while they have continuously refused to expend any effort over the past month to address the issues I experienced, or to even contact me with an apology for the time and effort that I expended (e.g. getting jerked around by underwriters – Carvana admitted that my treatment by their underwriters was “not as advertised”; arranged for a transfer of savings to checking in order to obtain a certified check for my purchase, only to have to redeposit and retransfer the funds to my savings (with appropriate costs); obtaining and then cancelling insurance for my ill-fated purchase from Carvana; arranging to be home the afternoon that the vehicle was to be delivered…to name just a few of the inconveniences and frustrations that I experienced. It is most telling that Carvana expends significantly more PR effort in defending their reputation than in truly addressing customer concerns. That is ultimately a recipe for a spectacular business failure.