Carvana

My Genuine Carvana Experience I have bought my last 6 vehicles from Dealerships. 2 purchases and 4 leases. From my previous experiences it has taken me multiple attempts at various I have bought my last 6 vehicles from Dealerships. 2 purchases and 4 leases. From my previous experiences it has taken me multiple attempts at various dealerships before I have been able to find the deal that I’m comfortable with. Yes, comfortable with. Rarely have I left with a warm fuzzy feeling, knowing that not only have I chosen the right car for myself, but the price was right and nothing behind the scenes was done without my knowledge. I’m going to lean on my most recent car buying experience to compare to. I’m trading in a vehicle that I was around $2,300 upside down on. It was a lease where I screamed over the miles and had to buyout myself in order to avoid a $4,500 mile charge. I went to 3 dealerships. Hyundai, where I was offered $11,000 in trade. Spent 4 hours. No deal on a new Sonata. Next was Kia. Another 4 hours. $10,000 in trade. No deal. At Kia I was willing to finance through them. They would not tell me what rate I was qualified for and continued to push HARD on “what payment” do you want game. I understand getting pre-approved prior, but the local bank that I have a relationship with is very conservative when it comes to carrying negative equity. (My credit score is under 800 and over 600) Lastly was a Ford/Lincoln dealership. Now this was another 4 hours, that did prove to have pleasant customer service and some education, again, the negotiating and price options were VERY limited. Here I was looking at a 2014 Lincoln MKZ with 64k miles for $15,000. They offered $9,800 on trade. I’ve now wasted 12 hours. I’ve given up. I’m depleted of energy and am now irritated with the entire car market. My wife is annoyed because I’ve been talking about cars for over a month. She’s listened to me change my mind 168 times and never left me. Props to her. Then there comes a dreary Saturday evening the week I was at the last dealership. With a frosty Amber Beer in hand, I stumble upon Carvana. The research begins. Wow. This is… transparent. Ok ok wait, so I can order a car online, and have it delivered. That’s risky. Why in the hell would I do that. My dad always taught me you have to drive the car and kick the tires. Oh, oh you can do that. You get 30 minutes upon first delivery of the vehicle to test drive and look it over. Then another SEVEN DAYS or 400 miles to test drive the car. If you do not like it for ANY reason, you can return it. You may be liable only for a delivery fee which varies by market. If you decline the vehicle in the 7 days and just want exchange and try another car, then the delivery fee is waived. Also, you have a 100 day or 4,189 miles bumper to bumper warranty with roadside assistance. Well then, maybe…. Maybe this is real. I still have this deep feeling in the back of my chest telling me that I must be crazy to start considering this. So for now, lets look at the cars. Cars. Plenty. I mean PLENTY to go through. Now, being that I’ve spent a large majority of time on Cargurus.com, Autotrader.com, Cars.com and Carmax, I feel like I know prices. As in, I feel so versed in car prices, condition and mileage that I can confidently go to an auction and bid on cars with the goal to start my own dealership. But I won’t. Cus Carvana. I haven’t even started about the beautiful Vending Machine experience. This could be an article in itself but in short, it’s like buying a car on the scene and having it roll to you as if you were in O’hare airport walkway with all the lights. Did I mention you get your own huge token to drop into a slot to start the whole process!? Similar to Carmax, the prices on Carvana are slightly higher than I see other dealers advertise. As well, you can negotiate with a dealer. Hopefully. So what do you get with the slightly higher non negotiable price. You get transparency. Each photo and Matterport 360 scan, includes these little yellow triangles you can click on to see “scratches”, “rock chips”, “light damage” or “rim scuffs”. Well that’s honest. So I will say that the photos, are too clean. The car is placed in a digital background. That’s my only nit pick. You also get a warranty. You also get a Carfax for free with every vehicle. What I learned is that Carvana buys cars that are no accident cars on the Carfax. A majority of the vehicles listed are also 1 owner. So the user friendly website allows me to filter to the specifications that I exactly want. I find a 2016 Lincoln MKZ with 38k miles for $17,000. Remember a few days ago I was looking at a 14’ MKZ with over 60k miles for $15,000. So for ships and giggles I get Pre-Qualified. This is a soft pull and does not affect your credit. The rate. Very doable. Less then previous dealers and near the credit union I was looking into. Let’s see what my trade in price is like. For trading in, this process takes about 5 minutes. They ask some questions in regards to the condition and mileage. $10,700. Well that’s pretty darn fair in comparison to the offers I received from other dealerships. Sight unseen for them too. Ok ok, so let me see here. I’ve chosen the car AND I got a decent trade in value. The numbers are lining up to my budget. I can test drive for 7 days and have a warranty. (Including the manufacture warranty). It’s 11:15pm. My wife is asleep. Am I doing this? Let me check the reviews first. I hope onto google where there are THOUSANDS of reviews. 4.7 score. Holy crap. After reading around 50 reviews, it seems as though so many happy people, and the ones that are bad, well, were really bad. Every review a Carvana rep has replied to, and attempted to fix. So… I do it. I text a good friend of mine letting him know that “I think I just bought a car and my wife doesn’t know yet”. LOL. Lucky for me my Wife is flippin awesome and had 0 issue with this. I know she trusts me, but I REALLY KNOW that she wanted me to shut up about cars, and this is a good way to do so. Now, I’ve chosen the car, picked the date, added my trade in info (Photo of registration, odometer and my license). I click…. SUBMIT. Boom. A small nervous and excited rush. I immediately get an information email about the next steps. Also with your account there is a very user friendly tracking deal page. Long story short, within 24 hours I will get a call from a Carvana representative. Credit Karma lets me know that a hard pull has just been done. Since I was pre-qualified on Carvana and had ALL the terms easily legible and in front of my face I was not worried about any bait and switch moments. The entire process from once I chose my car… took 17 minutes. Monday afternoon, the call comes. My heart is racing. I have no idea what to expect. The customer service advocate was EXTREMELY genuine and friendly. I may have cussed on the phone and quickly apologized. The advocate replied “haha no worries sir, we are all adults here”. The phone call was to get verbal confirmation that they would pull out the downpayment during the 7 day trial period. The call lasted 1 minute. I was asked a few times if I had any questions at all. We are all systems GO! That puts us at 18 minutes. The worst part is WAITING. I mean it sucks don’t get me wrong. It also gives me something to look forward too. I tried my best to keep my current car miles down as it was about 8 days from clicking submit until my delivery date. 2 days prior to my delivery date, where I have the vehicle set to be dropped off at my home, I learn that I have a fairly important meeting at work I have to attend at the exact time of my drop-off. Yikes. Well, I give Carvana a call to see if I can switch the delivery time. I could, but it’d have to be the next day. I’m far to impatient for that. I apologize and ask them if they can deliver to my work instead? She customer service rep said “we deliver vehicles to places of business all the time, this absolutely no problem. Since your work is in a different market, let me get right back to you within 1 hour and let you know what time exactly”. She was wrong. She called me back in 25 minutes. We were still ALL SYSTEMS GO! Now I’m back to being excited, anxious, nervous and feeling crazy. I receive a call from the delivery person in the morning, as well as 10 minutes prior to drop-off. She was very energetic and instructional. Like every other millennial that would be in my position, I’ve told my co-workers to watch out the window, and I 100% am guilty of filming this. Snapchat included. CARVANA SWAG. I don’t want to give away anything, but let’s just say, it’s more swag than you think, and not just super quirky unusable junk. I love everything they gave. Brilliant. ALSO! After my 7 days is up, I get this referral code. I can give it to 10 people. They get $500 off their purchase, and I get $100 in visa gift card. Double Brilliant. I asked the advocate if it was ok to film and she said ABSOLUTELY. We both were smiling the whole time. The car came down and was EXACTLY how I imagined it. Very clean. Minty fresh. New tires. I took it for a 10 minute test drive.(Came with full tank) Walked around the vehicle and gave her the OK. I want this. She mentioned prior to my test drive that she would look over my vehicle. When I pulled in, it was already on the 1 car hauler ready to depart. I want to note that, I did forget to take off my customer license plate, and Carvana had it NEXT DAY delivered to me. So to get back on track, I’ve given her the OK. Now it’s time for paperwork. We head into the car (it’s about 37 degrees and windy) and she thoroughly explains each piece of paper I’m signing. We talk about what it’s like to work for Carvana and how it’s a disruptor. We shake hands and she takes off. This whole process was right around 30 minutes. Making my total car buying purchase, 48 minutes. Later that evening I get a thank you email from Carvana as well as a special thank you video that is directed only for me. (No spoilers here) Now I’m about 5 days through my 7 days and am enjoying the purchase. I have more than enjoyed my car buying experience with Carvana. They have made it fun. A scamless feeling, truly pleasureable, honest and fun experience. Transparent. 1,000% recommend Carvana. I almost am ready to relocate and work there. HA! Thank you to every person involved in this experience and thank you to Carvana for moving the needle forward in technology and changing the reputation of buying a car. More

Buyer Beware BUYER BEWARE!! I was very excited to buy a car through Carvana. I chose my car and went through all the steps to purchase it. I ended up having to ch BUYER BEWARE!! I was very excited to buy a car through Carvana. I chose my car and went through all the steps to purchase it. I ended up having to change bank accounts for the purchase but the funds were confirmed available for the second account I put in, so I was good to go- or so I thought. Everything was going smoothly, and the car was delivered. I took it for a drive and really loved it. When the final paperwork was being signed the delivery man realized the VIN number on the paper was different than the VIN number of the car delivered! He had to take the car back and told me it could be up to two weeks before the right car is delivered. My lease was up on my current car and I had to return it in a few days- no worries, he assured me. Carvana would rent me a car. I quickly received an email from Carvana telling me they rented me a car at a local rental place. So...I rearranged my schedule to pick up the car. I got there and they rented me a teeny tiny compact car, not an SUV like I had bought. A lot of time wasted on the phone with Carvana trying to get them to pay for an SUV and was told they don't do that. Utterly frustrated, I agreed to the compact car. Then I had to pay $30+ out of pocket for insurance because I no longer was an insured driver (I canceled the insurance on my new car since it could take up to 2 weeks to be delivered.) I got a call later that day that they would upgrade me to an SUV, but at that point I couldn't take the time to go back and change the cars out. A new delivery date was set (and it was only 4 days later, not 2 weeks, so I was pleased.) The car was delivered. The VIN numbers matched. I took my test drive and realized the back up camera wasn't working. The delivery man said that I could bring it to a shop and it would be covered by the Carvana 100 day warranty. Everything else seemed to go smoothly....until the next morning when I checked my account and found out Carvana had used the first, unauthorized, bank account to take my funds and it left me overdrawn by $6000. No amount of calling or emailing did anything. Finally I was told they would wire me the money right away and the funds would be instantly deposited back into my account. Well it's been over 24 hours and I haven't received the money back or any paperwork for the wire (after requesting.) I also discovered the A/C in the car doesn't work. I was again reassured that the 100 day warranty would cover it at a local mechanic. I called the warranty company who says they have no record of my account. So basically this has been a nightmare. +The wrong car was delivered to me (and I test drove it and it was uninsured!) +The back up camera is broken +The a/c is broken +$16,500 was taken out of a bank account they were not authorized to take funds from + I was told the money would be returned within hours and it's been over 24 hours and my account has not been refunded SLOPPY SLOPPY mistakes and no one cleaning them up. Save yourself the heartache DO NOT BUY FROM CARVANA. More

Yes Then No Was approved for a loan and made travel arrangements to pick the car up in Nashville. Wanted the vending machine experience. After spending $500 in no Was approved for a loan and made travel arrangements to pick the car up in Nashville. Wanted the vending machine experience. After spending $500 in nonrefundable tickets and a hotel stay they call me to say they made a mistake and I can't move forward with my purchase. And my out of pocket expenses? Basically, too bad for me. Carvana doesn't care. Avoid this company like the plague!!!! More

Heartbreak and Headaches!! We were so disappointed! TWICE in one month!!! We purchased for my husband last year and everything was fine. This month, actually starting in March, We were so disappointed! TWICE in one month!!! We purchased for my husband last year and everything was fine. This month, actually starting in March, we began the process to purchase from them again for myself. Found the car we wanted, got the loan, scheduled the delivery. Got a notification the DAY BEFORE delivery saying that they needed to replace a part on the front passengers seat. We wouldn't be able to get it for almost TWO WEEKS. Ok. So we waited. THE DAY BEFORE delivery, we get another notification that they ordered the WRONG PART. ANOTHER 2 WEEKS for delivery! We opted to just purchase, from them, another vehicle. We went through all the trouble of cancelling the old loan, getting the new one... then GUESS WHAT?! THE DAY BEFORE DELIVERY of the NEW CAR, we get a notification that there was transport damage on the roof and we wouldn't get said car for THREE, 3, WEEKS!!!! POOR, POOR, POOR customer service! All they offered was a measly $25 a day (don't get excited. It has a $250 limit.) for waiting. No negotiating. No offer to make it right. Nothing. Had I gone to an actual dealership, I would have had a new car last month! More

Buyer Beware ! Bought a 2012 Nissan Leaf (electric car) three weeks ago from Carvana in Dallas and paid cash. On the day it was delivered, received a call that i ! Bought a 2012 Nissan Leaf (electric car) three weeks ago from Carvana in Dallas and paid cash. On the day it was delivered, received a call that it was on it's way and then it never showed up. When we called the next day we were told that they got lost and never bothered to let us know. When the car was finally delivered the next day it came with only a 14 mile charge on its battery. Over the next week, we noted that it would not hold a significant charge. Finally, left on a charger for 24 hours, the battery never held over a 42 mile charge. We contacted Carvana and were told that it had been past the 7 day return period (we called the morning of the 8th day), but that if we brought it do a dealer repair facility, SilverRock would cover the repairs under the limited 100 day warranty. The vehicle was taken to Nissan and no repairs were authorized. We later found that Carvana never brought the paperwork covering the limited warranty with them when the car was delivered. Once the paperwork was finally signed online, it was submitted to SilverRock who then sent the claim back to Carvana. Once I contacted Carvana, I was told that the claim was being reviewed and that I would be getting a call back that afternoon...... and..... I was not. The next day, the shop informed us that repairs were denied. I was told from Carvana that this was a risk of purchasing a used vehicle. They were fine selling an electric car with a defective battery (essentially the engine!) and that they would not cover it under the 100 day "no-worries" warranty. Beware! More

The Worst Experience EVER! Carvana is absolutely the worst car buying experience ever. They did not have my vehicle registered in my name within 20 days in Illinois, which is th Carvana is absolutely the worst car buying experience ever. They did not have my vehicle registered in my name within 20 days in Illinois, which is the law. They have not answered any of my emails, and I got nothing when I called them until today (day before plates expire) and they proceeded to tell me that I have to go to the DMV for a hearing to get more temporary plates. That does not make a difference at all, because I am not registered under the vehicle within 20 days, which makes it illegal to drive anyhow. Please, do yourself a favor and go to a regular dealership. They will get you plates on the spot and have you registered with no problems. More

Excellent Experience selling my car Easy peasy, took all of 15 minutes to sign paperwork and pick up the car. Very fair price compared to other dealers. Probably could have sold the ca Easy peasy, took all of 15 minutes to sign paperwork and pick up the car. Very fair price compared to other dealers. Probably could have sold the car privately for more money but absolutely no regrets. Fair price and astonishingly easy process wins every time. More

Buyer Beware - the cars on Carvana are not what they are! We just cancelled a purchase (5 min after the cancellation, they put the listing back on the site without mentioning the problem with the car) so we f We just cancelled a purchase (5 min after the cancellation, they put the listing back on the site without mentioning the problem with the car) so we feel obligated to write this review. We purchased a car back on the March 23rd, was told a delivery date of April 1st between 1:00pm - 2:00pm. 1 hour before the delivery I get a call from the delivery driver saying that things were running behind and they were about to put the vehicle on the truck in Miami (40 min away) but first they are giving the car a once over look to make sure everything was ok. Then I get another call 45 min later saying that the gas cap door had trouble closing due to a small dent next to the door. This was not in the original listing when we chose the car. This dent had to be known already. She said they will be fixing the dent and can schedule the delivery for tomorrow, By this point we had the insurance transferred, so we had a car that we could not drive while this was going on. Then I get a call from someone saying that the repair will take longer. We spoke to headquarters that evening to let them know this was unacceptable, but he said he did not have any answers for me. We did not hear anything for 2 days, then we hear that they need another week to repair and be delivered. A supervisor in corporate did not help and did not ease our troubles. Their customer service skills are very poor in trying to rectify any inconveniences for the customer. Bottom line - we cancelled the order. Its not worth your time especially when this was suppose to be fast and easy. We will never again buy from Carvana or recommend. Their advertising is false. They fail to deliver. Would give less than 1 star. More

VW CC Sport I bought a VW CC Sport on 2/21/19 from the Frisco, TX location and 3 days later it was in the shop due to a faulty manifold intake. 4 days after that I bought a VW CC Sport on 2/21/19 from the Frisco, TX location and 3 days later it was in the shop due to a faulty manifold intake. 4 days after that I had to be towed back to the same VW dealership due to a busted radiator. A week later it is still in the shop because Carvana is REFUSING to accept responsibility for selling me a lemon for a car. The guys at Volkswagen have gone over and beyond to research the parts and history of this car. Only to find out that this car clearly had damage when sold to the auction which Carvana bought it from. Not to mention they will sale you a dream stating they do a 150 point inspection on all of their cars. This couldn’t be further from the truth. And it’s been proven. I put a substantial amount of money down for this car and I paid my first car note on the 1st of this month while my car is still in the shop, to protect my credit! And you know what they told me I need to get a rental car ( which is more money) & i should file with my insurance for the pre-existing damage. The nerve of them. I will say they will call you a million times a day only to tell you there is NOTHING they can do, since it’s past the 7 day return policy even though they have a 100 day warranty policy that comes with them lemon (car). Warranty- scharranty. They don’t honor their policy nor do they stand behind their product. So please if you value your hard earned dollars and you want a car you can actually drive. DO NOT chose Carvana. The concept seems cool but the headache isn’t worth it. More

Buyer Beware We purchased our car in the summer. Unfortunately over the winter we began to have problems with the automatic drive not getting out of park. It turns We purchased our car in the summer. Unfortunately over the winter we began to have problems with the automatic drive not getting out of park. It turns out that we were sold a dirty car full of sticky substance that wasn’t able to be determined until it got cold. Carvanna will not pay any of the expenses. We have spent over $3000 on fixing this car since we’ve received it less then 7 months ago. More