I would advise anyone considering purchasing a car from Carvana, please think twice. I purchased a car from Carvana in November of 2024. Carvana verified through Plaid that I had the down payment in my account at the time of purchase. When I attempted to make the payment over the phone with the representative (on the line with me), it kept declining due to a system error. I actually ran the card so many times that it locked and flagged as fraud. Chase Bank sent me a text message asking if I had attempted to make a purchase in the amount of $1190.00. I responded yes, and Chase unlocked the card. I tried to run it again and it would not go through due to a system error. The representative told me to take the cash to the dealership when I picked up the car (the following day). That Friday, I went to pick the car up, and the young man stated that he could not take cash at the dealership. He gave me the keys to the car and the purchases was somehow completed. My car payment has been made on time every month since I have had the car. In February, I received a certified letter stating that I would have to surrender the car if the $1190.00 was not paid by February 12,2025. I called Carvana and spoke with Joey. I explained to Joey that I can pay $600.00 that day and the remainder the following week. Joey stated that they are unable to take partial payments and that I would need to pay the $1190.00 in full. I then told Joey that I would be able to make the full payment the following week. Joey stated that she notated my account. On February 16,2025, my car was repossessed. While my children and neighbors are outside (very humiliating). I explained to the tow truck driver that my payment has been on time every month. He explained to me that in his line of work, Carvana/Bridgecrest Bank are the worst to deal with and he would advise that I seek another finance company once I got the car back. He stated that Carvana has a tracker on my vehicle (which he showed me on his phone). The tow truck driver stated that he has to take the car back with him or he would get paid and told me to tell the finance company that I had COVID and was unable to work and was unable to make a payment (although I showed him on my account where I was never behind on a payment). He assured me that I would get the car back without having to pay any repossession fees. The next day – 02/17/2025, I called Bridgecrest and they stated that I would need to pay $20,000 to get my car back. And because I am unable to come up with $20,000, they would keep possession of the car. Once the car has gone through an "unwind" process and passes inspection, Carvana/Bridgecrest would delete the trade line from my credit report as if I never had purchased a car. This process takes 30-90 days. In the meantime, I have been unable to purchase another vehicle due to Bridgecrest having the tradeline on my credit report (although it has never been late). I keep getting emails about paying my car payment by 02/28/2025 or it will be reported to the credit bureau as a 30 day late payment (damaging my credit and keeping me from getting another car). A Bridgecrest representative called me today 02/25/2025 asking if I was interested in paying the $20,000 to get the car back. I stated that I am not in the position to do that at this time. I then asked him about the hit that would be on my credit report and he stated that he would send me to Customer Relations. Once transferred to Customer Relations, I spoke with Chris who stated that because the car was in the "unwind" process, I can make a car payment to keep it from hitting my credit report and I would be refunded that amount after 30-90 days. If I did not make a payment, it would hit my credit report as 30 days late (even though I do not have the car). Chris stated that he would speak with higher administration to see if the hit could be stopped or slowed down (whatever that mean). I then asked for a letter from them stating that I no longer have the car in my possession and that I am no longer responsible for the loan. Unfortunately, that is something that Bridgecrest can not do. I don't know what to do right now as I have to get back and forth to work. I do not want to lose my job because they are holding me back from getting transportation. Carvana is the biggest SCAM, I have ever had to deal with. Shame on you all Carvana for treating people this way.

Carvana misrepresented details and options on their vehicles. Carvana has not stood by their word and own up to their vehicle listings.

The only thing that I have to say positive about Carvana is the ease of the entire process of finding, purchasing, financing and delivering the vehicle. However, after going back and forth with Carvana for over a month to resolve their mistakes, they still haven't been resolved:

FACTS:

The description listed on the vehicle was not true. In fact, there are 3 features that the listing says the vehicle was equip with did not exist. I didn't notice these features were missing until several days after the car was delivered. I contacted Carvan and they admitted to the mistake and said I could pick another vehicle from their inventory. I told them that there were only a few days left in the 7-day window to find another vehicle and that wasn't enough time, so they extended an additional 7-days to my search. I then asked them to look for vehicles that matched with the same (options, price, year, millage, etc.) as the vehicle I purchased, so they did. However, the only vehicles Carvana found that matched were either older models, much higher mileage or if they did find a match, the vehicles were $5k more expensive than the vehicle I purchased. I then asked Carvana to cover then price difference of the vehicles they found and they said no, I would have to pay the additional price difference, which I refused to do because it was Carvan's mistake misrepresenting the vehicle I purchased and was delivered. At that point Carvana said then I could return the vehicle, and they would only give me a $500 credit and that's all. I also asked for a refund of the delivery fee I paid, which they agreed to do at first, but when I called back asking when would I receive the money they said there was no record of them saying that and they flat out said they were not going to refund the shipping fee back.

To even add to Carvana's mistakes, during this period of time I took the vehicle into the dealership to have an inspection done and it was determined in the inspection report that two of the tires were worn to the point they were unsafe to drive. So I contacted Carvana again, this time about the tires and was only told to contact Carvana's warranty company Bridgecrest. So I contacted Bridgecrest and they said that the dealership report was not an authorized shop in their network, therefore wasn't valid to them; and that I would have to use a shop from their list. So they said Pepboys was on the list and I could schedule an appointment with them which I ended up doing. So I took it to Pepboys, and they called Bridgecrest and got authorization to confirm if the tire needed replacement. After waiting for an hour for them to confirm the tire replacement, Pepboys called Bridgecrest and was told the claim was declined and I needed to call Bridgecrest to speak with them. After calling Bridgecrest myself, I was told that I took too long to take the vehicle into Pepboys and my period to have the tires replaced expired.

What a waste of my time and money! I will never sell a car or buy anything from this company again!

Our experience with Carvana has been disastrous. They failed to disclose that our Land Rover Discovery had been in a prior accident, which wasn't mentioned during their walkthrough. The car arrived with broken glass on the floor, which continues to spill from the tailgate. We've spent over $4,000 in repairs and are facing another $4,000 in costs, but the Executive Warranty department has shown no empathy. They refuse to cover the repairs, despite this being a clear safety hazard—especially with our 2-year-old with special needs.

This situation may violate multiple laws, including the Americans with Disabilities Act (ADA), as their refusal to address the broken glass issue disproportionately affects the safety of our child with special needs. Under the ADA, individuals with disabilities are entitled to safe environments, and Carvana's neglect to resolve this hazardous situation could be seen as non-compliant.

Additionally, Carvana's actions may violate state and federal consumer protection laws, such as the Magnuson-Moss Warranty Act, which mandates the disclosure of accurate warranty details and prohibits deceptive warranty practices. Their refusal to honor their 100-day warranty and failure to disclose the vehicle's prior accident history could also fall under unfair and deceptive trade practices in violation of consumer fraud laws. Selling a car that was falsely advertised as being in excellent condition may further breach lemon laws, which protect consumers from purchasing defective vehicles.

Carvana has already faced lawsuits and legal action in several states, including Florida, Pennsylvania, and Illinois, for failing to deliver titles on time and for selling vehicles without proper inspection. The company has been investigated for numerous violations of consumer protection laws, reflecting an ongoing pattern of negligence. Our case adds to this history of poor customer service and deceptive practices, as they continue to deny responsibility for the vehicle's condition.

Furthermore, Carvana's claim that the broken glass isn't a safety issue is outrageous, especially considering the 2022 Hyundai recall involving similar glass-related concerns. Hyundai recalled thousands of vehicles after it was discovered that windshields could detach in an accident, posing a significant safety hazard. This highlights that broken or loose glass can indeed be a serious safety issue, which Carvana is choosing to ignore.

Their lack of accountability, empathy, and customer care has forced us to consider legal action. We believe this negligence could also violate multiple consumer protection laws and the ADA, given the safety concerns affecting our special needs child.

BUYER BEWARE!

That big car tower you see off the 405 is actually a giant lemon tree! Carvana's crooked business model is selling broken cars to people and hope they can't figure it out before the 7 day return period. Fortunately for us, the problems with our car were immediately apparent.

Driving it off the lot to home we realized the AC didn't work. When we got it home we called Carvana to tell them, and the representative was very friendly and apologized and let us know we could take it to an authorized auto shop to have it inspected and repaired. So now we have to go driving around getting their car fixed for them, but hey, my wife Loves the car, and we figure if we get the AC fixed it's good to go. No biggie. Unfortunately this was not the case as further obvious problems with the car began to show up.

It's worth noting that the friendly representative lied to us on the phone, assuring us that Carvana does a full 200 point inspection on all their cars before selling them. A child could tell the AC wasn't working sitting in it for 1 minute, and the other problems were also obvious to anyone with no mechanical background. No inspection was ever done, and I highly doubt anyone even sat in the car once before selling it to us.

The other, and far more crucial problem was that the battery for this EV only held about 45 miles range on a full charge. Again, if anyone had sat in the car even once this would have been obvious by just glancing at the dashboard. When we called about this they told us to take it back to the mechanic. So more time, money and stress wasted trying to fix their mistake with no accountability for the hassle they caused on their end.

After taking it to the mechanic he said we had to contact BMW and take it to a dealership to get tested. The dealership said they would charge us $550 for the inspection of the battery and would only replace it if they decided it was bad enough. Of course, we all know they will say it's not bad enough, and we will be stuck losing $550 and more time and stress trying to fix Carvana's mistake.

Still, we tried to play nice and asked for another extension for our 7 day return period because we were trying to fix their negligence and hadn't gotten a chance to try out the car at all. They told us no, as if the extensions they had given us were a favor to us and they were not going to do it again. The audacity of these companies! Zero accountability.

After this we threw in the towel and will be returning the car. We wasted so much time and went through so much stress for nothing. This car was a gift for my wife, and she was so excited and now is so disappointed. Carvana could not care less and will likely just sell the car off to the next poor buyer.

That's why I'm writing this review: so no one else has to go through all this.

DO NOT BUY FROM CARVANA!

THE ABSOLUTE WORST EXPERIENCE I'VE HAD WITH ANY COMPANY EVER!

PLEASE READ THIS BEFORE BUYING FROM CARVANA
I don't usually write reviews but I want to help others not make my mistake.

1- I have bought 2 cars with Carvana.
The first one was a Subaru and I purchased it in 2020. The car has been good to me and Carvana sold it to me with a lot of brand new parts. The experience was good.

Then I heard from mechanics that Carvana was starting to slack and not inspect cars properly anymore and the cars they were selling were literally lemons. I didn't believe it because I had a great experience with them so when my wife needed a new car we went with Carvana. HUGE mistake.

2- We bought a 2016 Hyundai Tuccson with about 70k on in. My wife used to have a 2014 Tuccson with 115k on the odomoter and the car was awesome so we were confident with the purchase.

We had to replace the battery right away, we needed 4 new tires, we needed a new wheel hub, the ac leaked (which we nobody is able to fix so literally my wife has no ac still in the car; we have brought it to so many shops and nobody can fix it properly). In their 150 point inspection they are supposed to check your car battery, your ac compressor, ac system leaks(we had and have a leak and had to replace the ac compressor as well), your tires,….

So literally everything that we had to fix should have been replaced before selling us the car. Carvana has become a careless company. They don't care about the cars they sell and they are just trying to make money off of you. Like all other car dealers. So why am I upset because Carvana PRETENDS to be different. This quote is taken from their mission statement on their website.

"Our goal is to make sure you have peace of mind when it comes to your new ride."

We have no peace of mind. We are worried about what will break next. BECAUSE our Silver Rock warranty just ran out so everything is from out of pocket now.

Silver Rock is the hero here. BUT don't forget you have to pay a deductible EVERY time you go to the shop which for us added up to $500. AND you will be driving around like a headless chicken finding a shop that accepts them and getting transferred from shop to shop.

I will NEVER do business with Carvana again. Don't trust them. Take your business somewhere else. At least other dealers don't pretend to be on your side like Carvana does.

P.s. This is the second car my wife got from Carvana. The first car my wife got from Carvana before trading it in was HORRIBLE. The inside smelled terrible and it had so many problems the mechanic was literally shocked at how many things were wrong with it. And again these cars are from the 2016 not 1996.

Hey Carvana, thank you for messing up a auto transaction that could of gone a lot better. From the time you were supposed to deliver was when it started going down hill. 1st issue was using an excuse for not an available driver to get me this car and you tried to push the deal for 12 days because of this, thats when I should of cancelled right then and there, but no, I decided to continue and move on with this, which I shouldn't have. They ubered me down to Westport CT to get the vehicle, which was not pdi'ed (Pre-Delivery Inspected), mostly because you had people working there that were running around with their heads chopped off. Once situated, finally got the car and drove it home, this is when I started having problems. Listed from first taken care of to recent:

1. Spark plugs were faulty, miss fires. (Fixed)
2. Oil burn off through exhaust system. (Happens during idling)
3. Coolant burned off (was low, I topped it off)
4. Brake pads were all worn (silverock covered this)
5. Both rear calipers were seized (silver rock covered one and forced me to pay for the other)
6. Evap system/gas pump is making popping sounds (easily heard in the cabin during idles
7. Some amateur tech installed the valve cover lazily and now the engine has blue sealant all over it, didn't know this until it was too late for vehicle return.
8. Miss matched tires, all four are old.
And
#9 & #10 which are the most important:
The front and rear subframe are very rusted and the left front axel is wheeping

I reached out originally about the blue smoke, to the rep Luke at Westport Hub, which was my mistake because it wasn't through the proper channels, all he recommended was to swap out the car, which in my position is not a "simple" job. He didn't even offer to take the car back. Now I am paying for a car that is TRASH and I am left with only one option, to voluntarily surrender the car to Bridgecrest and take a major hit on my credit, that I have so hard worked on fixing, which I am still not sure on doing, either or, it will be surrendered and ill be without a f-ing car again.

Lots of epic things I could do legally, but so tired from fighting this bullsh.

Update:
Their corporate team does not care for me as a customer and refuses to take responsibility of the vehicle and says that their warranty provider is the responsible party. The last time I checked the dealer was not called Silver Rock, it was called Carvana. You guys don't check your vehicles for integrity and the photos prove this. 13 year old car with extreme rust and a cracked frame. Again they refuse to take responsibility and won't even offer a solution like taking the car back or offering a different vehicle.

Paid for shipping to pick up car - as soon as we arrive we CLEARLY see the car is not as described this is a 2017 porsche that should be in really good condition -the head light was full of water /condensation so right there you can tell the seal is broken for the head lights (these lights cost 3500 alone) they should be flawless- even that we were STILL willing to overlook but then we open the hood... literally oil leaking from the turbo line thingy or whatever its called its clearly a slow leak which is superrr problematic for a car of this calibier. We asked if they would fix it of course because this is a HUGE issue. They said we could submit a claim and MAYBE they can have someone at carvana fix it- this would be a big job and i wouldn't trust them to handle it only a dealer ship would actually know how to properly be this for life long fix- just a mess with scratches and things that were NOT disclosed online there was also big brown dirt leak all along the side as if they didnt even wipe it down or clean the car that right there is disturbing like its some sloppy junked up mess the people on site at carvana didnt know ANYTHING all they asked is if we wanted to buy it OR NOT -THATS IT- mind you we drove over 1 hour to get this car and everythinggg all the time. Money, stress etc all because we trusted carvana - we CLEARLY declined the care due to all the damage and errors that were NOT disclosed- its just such a FRAUD. You'd think they would have disclosed these things proro to us spending 600$ on a non refundable shipping fee and driving hours /taking off work etc. such scam company let alone they really should have never allowed a car like this to be listed for sale online not matching the online expectations, this car should have been sent to a porsche dealership to be totally repaired THEN listed for sale once all damages were repaired and the car was in working condition. Trust me when i tell you just do not go to carvana its really just the luck of the draw when buying a car, the one you get is more than likyl not as good as they make it seem online - 7 day return so i guess you can send it back but its just a waste of time to go thru all that for nothing. BEWARE carmax is wayy better i will now be buying a car from them instead i know multiple people who had an incredible time buying from carmax

Carvana is the WORST place to do business with. Almost every vehicle has a delivery charge. They say they will not refund that to you. That is their way of keeping money for themselves. On their advertisement it say 7 days but they do not mention the part that you can not go over 400 miles. I was told my car could not be delivered to my door as they advertise. I had to drive to their nearest location which cost me $400 to rent a car to get there. I immediately informed them the ac and heat were not working. Carvana states that their vehicles go through 150 point inspection. The ac and heat were marked as good. Obviously they did not check them considering they didn't work. The lady that was to have me sign the paperwork verified it didn't work. I was told to take the car and see if it had any other problems. My cousin is a mechanic. He put the vehicle in the air and immediately found multiple problems with the car that were marked to be okay in the 150 point inspection. The entire bottom was rusted out. I called to return the vehicle and was told I needed an appointment and the soonest appointment was the next morning at 8:45am. I took the appointment time. I do not know why you need an appointment to return a vehicle when all they do is have you sign a piece of paper and take the keys from you. I do not understand why that could not have been done the day before when I called as it was not close to their closing time. I gave the lady the list of things that were wrong with the vehicle, she said they would do another 150 point inspection and the person doing the inspection would determine if they listed the vehicle again. This vehicle was a complete lemon and when you have a vehicle that is like this I think Carvana should refund the delivery charge as it was obvious that 150 point inspection had not been done. In the description of the vehicle on the site( which I had pictures of) it stated the car had 360 view which is the main reason I wanted this car. When it arrived that was another thing I told them it did not have. They argued with me about this bc on their description it did not state 360 view. I pulled it up on my phone and she searched it on her tablet and saw it for herself. She took photos of the description and put that and about the ac and heat not working in the notes section. I was told I had to take the car for at least a few days and contact customer service bc they could not tell me what to do about the problems. When contacting customer service, they could not find anything about the listing being incorrect by stating it had 360 view or the ac and heat not working. I had to tell them that they had to go the notes section to find the information. Wow, the information was found when I told them where to find it. I also told them about the other problems that had been found. They say simply return it. My delivery cost was $490. Basically I just threw that into the wind bc I trusted the fact they had done a 150 point inspection and the vehicle was good. Do NOT trust Carvana. They don't tell the customer the complete truth or tell you all the information on their advertisements which to me is the same as lying. And remember that they couldn't deliver that car to me. Well they could pick it up from my address. So how do they explain that they can not do door delivery but they can do door pickup. That makes no sense. And when signing papers they rush you through and you have no time to read what you are signing. The morning I returned the car. They quickly slapped a return sticker on it and moved it behind the gated area where you could not see. I peeked back there and there were several returned vehicles and more came in while I was there. Caravan is charging all these delivery fees on cars bc that is guaranteed money for them. To me if you have a lemon like I had and it was obvious an inspection had not been done the delivery charge should be refunded also. Bottom line… DO NOT TRUST CARVANA.

I hate doing bad reviews but this has been a horrible experience. Sadly it took 2 bad experiences with purchases to push me here.
The 1st experience was not so bad other than them not having any workers to drop the vehicle off at my residence so I had to go to their business to pick it up(after paying for shipping) & had to walk all around the building on a windy day(wind almost blew my jacket off) only to get ignored by someone sitting at a desk near the door. They attempted to clean the vehicle but you could tell that it was rushed because smelled like straight piss & had clunks of dirt under the back seats as well as stains all over them. I didn't complain, just decided to get it deep cleaned myself instead. The 2nd order wasn't any better. I had issues with completing the order online so I contacted customer support & was told that | should be receiving an approval by email. The email never came so my order was cancelled the following day & I had to spend time on the phone with them as well as my insurance company to change the dates & replace the order. On the day of delivery they once again didn't have enough people to do the deliveries so the delivery was delayed. I let them know that that was fine, I was patient in waiting. Only to get a call stating that there was a hole in one of the tires that needed to be repaired & they wouldn't be able to have it delivered until 01/05(the first delivery was suppose to be 01/03). I finally lost patience & began to rant & somehow the guy that I was speaking with supervisor got a call from the company that was repairing the tire to let them know it was ready. The guy gets here & does the delivery & while doing the delivery he informs me that his supervisor is going to send a check for our troubles. I called Monday(a month later being that I know that checks can take time to be delivered) to check the status of the check & no one has heard about the check, called again today because they claim the needed to reach out to the delivery driver & received no assistance. The manager informed me that since there were no notes on the account they couldn't do anything. I requested to speak with the Gerald's(the guy that did the delivery & mentioned the check without me requesting it) supervisor since he said that it was his supervisor that said it & they refused to allow it. The manager had her mind made up before she got on the phone that she was going to assist me. After 3 cars in total(no issues with the very 1st car at all) they treated me like crap. They don't value loyal customers at all. Runnnn as fast as you can because they lie & have the worst customer service I've ever encountered! You might as well go to the dealership, at least you know when & how you're getting your vehicle & that it won't smell like piss to the point of you having to ride in the heat with the windows down because the smell was also stuck in the vents.

These people do not deserve 1 star! This has been the worst car buying experience of my life and at 63 years old, I have bought and sold at least 100 cars. So, I get the car delivered to my house and the driver is nice enough to show me damage to the front bumper he said was caused loading the car on the trailer.

The driver is very nice young man and told me he had reported the issue to Carvana and someone would reach out to get it taken care of, but nobody did that so I called in to find out how they would handle the issue. They told me I had to contact their partner Silver Rock who handles these issue so I did. I then get an email from Silver Rock stating this is a used car and they would not do anything to fix the damage.

I am so glad I followed up on this to return the car as I don't like doing business with people that have no clue how to deal with customer service. This has also been one of the dumbest things I have ever seen a business do, but it gets better if you can believe it. When they came to pick up the car, they did not bring my trade in, and I had already agreed to buy a different car from an honest dealership so now I have had to call them daily trying to find out when I can get my car back and no one can tell me. When all this started, they allowed 200 more miles on the car since they took my trade in, but would not add any additional miles so I sit here with a car I can't drive unless I pay $1 per mile to drive it.

An here is the icing on the cake. When I finally get my trade in car returned, they did not bring the title with the car. Therefore, they asked me to wait up to two weeks to have the title returned to me, but instead, I waited over two weeks and got a letter from Carvana saying they would not be returning my title and I would need to apply for a new one. In Florida, we have to make an appointment at DMV so that added another 10 days to this night mare and mean while the dealer where I traded my car is holding $30,500 for my trade in, because I did not have the title.

Folks, there is a reason this company has les than a two-star average reviews, their stock price has gone from $360 to $7 and they have had almost 7,000 complaints filed with the better business bureau over the last 3 years. I can't imagine they will stay in business much longer doing business this way. By the time they pick up my car, they will have made three trips to my house, and as I understand it, they shipped my car to Arizona and will have to ship it back, and all this could have been avoided if they would have taken care of what might have been a $150 repair on a $70,000 car that was undisclosed and admittedly caused by them. No business can survive making money losing deals and this company has NEVER turned a profit. These kinds of business decision has to have something to do with that.

Don't walk but run away from Carvana!
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