CarvanaReviews 531

I don't normally post on social media, but I have had such a bad experience with Carvana I thought it should be posted. I bought a Toyota from Carvana. I also purchased their top warranty. Their ads and website state they inspect vehicles thoroughly. Specifically, they state that they inspect brake pads. I received the car in mid-May and wanted to register with the state of Vermont right away but Carvana said I should not do this as they would register the car for me. I needed to get it inspected but I couldn't since I did not have the registration. After over 6 weeks, I received a temporary registration and immediately took the car to our local Toyota dealership for inspection. The car failed inspection because, as Toyota said, the brake pads and rotors were "excessively rusted/pitted". The cost to replace the brake pads and rotors was $450. When I called Carvana to have them reimburse this cost, they said their warranty did not cover "wearables." I asked about their claims to have inspected the car and they said they inspect brake pads to ensure they have at least 50% of their life expectancy left in them. I have driven about 1,000 miles since receiving the car. There is no way I could have worn down the brake pads and rotors until they were excessively pitted and rusted l within 1,000 miles of driving. It is clear to me that Carvana is engaged in false advertising much less putting me at risk by selling me a car with impaired brakes. Don't go to Carvana for a car! Please pass this post on.

I had a car all picked out, even got the required insurance for it. I had a delivery date scheduled. I had one more task to do - to upload my driver's license. I did this AT LEAST 7x. And still kept kept getting notices that I needed to upload it. It was incredibly frustrating. I finally decided not to upload it again. That was it. I never heard from them again. Very bad customer service.

My delivery date has been rescheduled 8 times the most recent time today the day before July 4th! I confirmed delivery for this morning yesterday only to receive a call this morning before I'm suppose to pick up the vehicle they have yet another so called snag! So in short never received the vehicle and now looking else where to purchase one! People do not haste your time Ive been waiting for this vehicle for a month in counting!

The worst customer experience I've ever had.

Mistake 1: Delayed delivery by three days the day before the weekend started and couldn't tell me when I would receive the car because everything was in the hands of higher-ups who no one could get in contact with.

Mistake 2: The registration. My God. The registration struggle alone is why I am begging every possible consumer possible to stay away from this business. I have spoken kindly, cried, begged, and even screamed about my issues with registration. For background purposes, I am a graduate student who was in the middle of finals at a university out of state. My license and driver's insurance still reflect my home state, which is where I wanted the vehicle registered. I used my university address as the delivery address, and apparently as the registration address. Despite Carvana supposedly being the one skilled in registration, they did not flag the driver's insurance I submitted to them being from a different state (which is not allowed for registration in my university's state). They went ahead with the registration process in the wrong state, anyway.

I have received a plethora of incorrect guidance over a little less than 20 occasions, because none of their employees are trained properly. In chronological order: 1. Just try to register anyway, maybe the state office will overlook insurance (spoiler: they didn't). 2: Maybe your insurance can issue a temporary policy for this state just so you can register (Also didn't work). 3. We have to do the rebuild process, which supposedly takes over 90 days. After screaming, they got it done in 1 day. Plates were supposedly going to be mailed. 4. The entire time, they're saying the can't issue temp tags because of state rules, so just show cops your purchase agreement. (Irresponsible and probably illegal). 5. Plates are on the way. 6. You need to transfer the car registration yourself, incurring over a $1000 of fees, despite contracts no reflecting the correct state fees. We'll have to issue new contracts. 7. We can't do anything, contact the lien-holder, this is their fault. 8. Lien-holder says to wait another week while they check.

So, I have a $25K car that I cannot drive which has been insured for over two months, and Carvana's employees are inept to a point of madness. I am deeply angry, frustrated, and I don't think I've ever hated a company more than this one. Stay away if you have any respect for yourself.

Attempted a purchase online-right away no issues. Within maybe 30 mins, the s@#$storm started. All of a sudden they would need this document or that, oh, and wait now it has to be notarized? It went on and on-every time I talked to customer service I got completely different information-including what time they worked until. When I asked what time they went home she went quiet... I finally asked her "is it different for everyone or something?" her answer? "yes, kinda". Oh ok very helpful. All the while I'm battling a deadline that continues to pass at very arbitrary times-causing me to have to restart the purchase over and over. Needless to say, I will be passing completely on buying from them. Don't waste your time!

Purchased a brand new 2022 tesla. Didn't come with token, proper key cards, or proper charger hose. Was not detailed and the paint was chipped. 1300 miles difference from the paperwork, and delayed order. Couldn't get into a tesla dealer for diagnostic or replacement charger hose because the dealer didn't release the title. Spent hours on the phone with Carvana. Nightmare from beginning to end. Returning.

Horrible. I traded my car and went through 2 lemons. Decided I just wanted my. Trade in back. 3 months after that I still don't have my title for my car back from them. Found out it was lost. Then found out I'd have it in a few weeks then found out it's lost again. Was told to goget another one. Tried that and can't because currently my cars title is on carvanas name in Arizona. I live in Oklahoma. My tag is due come July 1st. It's now June 28th. They won't send me a paper tag to avoid tickets. I can't get my renewal without my damn title. Recommendation. Just don't.

I purchased a 2014 Mercedes Benz in Nov 2021 with 40,000 miles.
In early March 2022 (7,000 miles later, four months later), the vehicle became inoperable and due to staffing shortages had to sit at Mercedes Benz for almost three weeks, leaving me no choice but to pay for a rental in order to commute back and forth to work.

Once the issue was raised to Carvana complaints through Customer Service(with an invoice from Mercedes Benz with details of the transmission issue). I was told they would only replace the car, not reimburse me for repairs. This was told to me after I paid to have for the repairs to be done (although Carvana was looped in from the beginning) in an attempt to get the car back I pay the bank note on every month.

I am a recent widow after Covid, and this is really not what I needed trying to find my balance and learn to survive on my own with my children. This is the setback of all setbacks and Carvana; a multi-million-dollar company has done nothing as of yet to help me, and then when I try to help myself, use it as an excuse not to step in.

Please help as my job and livelihood are at stake here.

All the best,

Their response was they cannot help me as the car is obviously going to have damage going forward.

I planned to sell my 2021 Toyota Prius to Carvana and had a scheduled pick up time. I received a phone call from them the night before saying the time would be changed to possibly 30 minutes to one hour later due to a conflicting scheduled drop off at the same time 30 minutes from me. I didn't think this was too much of a problem and the next day the driver of the delivery/pick up vehicle texted to confirm this.
My original time for pick up was 10:30 now changed but with no new ETA. The pick up driver said he would contact me as soon as he knew a time. The reason for the overlap was that their system didn't combine the two appointments so they were both at the same time. I don't think it takes a rocket scientist to realize that their system needs some updating. At 12:33 he called to say "The hits just keep coming - I was not looped in on a schedule change for another customer and they are apparently already waiting for me. I'm sorry for this". When I pointed out that I was already waiting too and asked him to come to me first he said "I will say this is highly irregular, but still a pain." Then he said he would make some calls. He ended up coming to me first, which is why the rating is 2 stars and not 1. He did seem to be legitimately frustrated as well. But what happened next astounded me. He said he did not have a check for me for the purchase of my vehicle. With Carvana you have the option to receive a check or have money directly deposited when you sell them your vehicle. He said I could go into my account and make that change. I told him I could not give him my car without a check, he apologized. I told him I would wait to hear from someone from Carvana to fix the situation. So far I've not heard a thing, other than an automated email and text message saying a Carvana advocate would reach out to me as soon as one was available. That was 4 days ago. It almost seemed like a scam to me and honestly, I wouldn't feel comfortable selling or buying from them after reading all of the reviews here. They say they make car buying easy, but this experience was anything but.

Buy if you don't want to spend in different dealership, but You will spend your precious time in repair center.
I had my first car that is not drivable so I had to return it after spending 5+ hours in repair center.

My second car has missing parts that denied by Carvana or SilverRock. Both of them keep saying talk with them and you are in the middle don't know where to go. They both keep apologizing without doing anything.

Terrible experience!

Rescheduled multiple times, lied too, I don't know how this place is able to still buy and sell vehicles. I had the lady on the phone from carvana telling me to run far away from this place.

Selling my car to them made me an offer... which was good... keep telling me my pictures are blurry or cant see a corner... over and over. Finally talked to a person said to email them directly to her, did that twice. I can read every detail on the pics i sent. My offer expires today.

Carvana is a joke. Don't waste your time. They made me an offer. When the woman got here to pick up the vehicle she was incapable of driving the vehicle on her lift, blamed it on the car and wouldn't take it. Customer service was no help at all.

I tried to sell my Tesla Model 3 to Carvana. They are absolutely NOT prepared to handle the Tesla approach ie all electronic. They asked for a build-sheet. That does not exist for Tesla. They asked to provide a screen shot of the "touch screen console". Tesla has about 25 different screens. Over the period of 5 days I provided about 10 different screen shots. Finally the associate told me that all docs are ready. I provided my payment selection, then on to pick up online. Result: Sorry no pick up available for your area. I called back: Associate gives me a Carvana Vending machine (zip code *******) as drop off location. But I cannot select it online because the location is permanently Closed. Call back again. They check for 10 min. Get back to me and told me: There is nothing we can do. I ask to talk to a manager explain to him that we move out of the country the next day. The only thing he could offer is a pick up which however is too late for us. I went to CarMax, yes they offer $2.5k less then Carvana, but it took a total of less than 1 hour to get the care appraised and sales completed!
Carvana has its processes wrong. Its all serial. "Advocates" on the phone line do not have the training to deal with obstacles or more complex cases. Everything has to be "escalated" which typically takes 4-6 hrs. And they do not call back, they drop an email. So the customer has to watch his email. Why do I need to select a payment method BEFORE I know that my car can be picked up? Why not checking the zip code and let customers know that it may take longer to pick up the car? Why not offering a reservation of a spot? Why not providing a online map with all the ACTIVE drop off locations? I am open to talk to a Carvana Manager about my experience, but as it stands right now, I CANNOT recommend selling a Tesla to Carvana to anybody.
Obviously a purchase did not happen because of the issues. You should make sure your algo does not filter out this kind of reviews.

Their process of purchasing is easy but hope that you don't have a problem with the vehicle because the next steps are very difficult to maneuver and they like to hide behind the computer and pass the buck to anyone else to anyone else and therefore the items do not get complete. Yes you can take advantage of the 7 day return policy however if you go over 400 miles they will charge you a dollar per mileAnd all that time in mileage is added on going back-and-forth to service dealers getting the problem fixed

This whole experience from carvana worth of more than a joke and a waste of my time first. After spending time looking through their cars which by the way are decade-old car going back from 2013-2000 decades-old and you would think seeing their cars on their inventories would be easy for you to purchase them nope guess again they need to get off their high horse or old cars with high mileage and plenty of wear and tear and still can't get approved might as well go to buy here pay here and get the exact same cars with higher mileage, wear and tear, no high-end features poorly gas mileage. And when it came time to purchase a car with zero down options with reasonable monthly payments that you would like and can do. And that all goes away after you do your pre-qualification application that's all based on your credit and what's even more maddening and pathetic it's all non negotiable from carvana. I was so not impressed with this online carvana thing could be different and easier to purchase the car online it was nothing more than a disappointment. I can alnow see why coronavirus facing
A bunch of issues and legal problems. At the end of the day its nothing more than going to an Old-Fashioned
Car dealer lot and have to put a whole bunch of money down.
Would not recommend this to anybody not friends or family at all.
Would not even give this a f*** single star

I purchased a car from Carvana 4 days ago they told me that I will be able to swap the car or moneyback guarantee within seven days when I want to swap the car because I quite did not like the car that I had it was dirty when They dropped it off it needs brakes they informed me that they Wanted tax forms from me Somethings they never asked me from the very beginning I was already approved for the car I had the car for four days try to swap the car out and this is when they asked for additional information something that I've already gave them all of the information that they needed they told me there was nothing that they can do this was the most horrible car buying experience I have ever been through I would rather sit in a car dealership for two days before ever buying a car from them again These people are liars and I'm looking to sue them please be careful when buying a car from the get the car that you think you want because if not they will not honor of their swap policy

Car delivery delayed 5 times. Minimal help. Terrible management. Would never buy another vehicle from them.

The day my car was delivered, which was only 6 days ago, I went to take it for a drive and the AC was blowing hot air for 45 minutes. Now mind you, I live in Texas and the car came from Texas. How do you complete a 150-point inspection and not noticed that the air conditioning doesn't work? Not only did the air conditioning not work, but the cooled seats did not work. I insisted that a mechanic come to my place of business and fix my car ASAP. He came the next day and refilled the non-existent freon and recharged my AC. While doing that, he noticed that the air filter was completely clogged with debris. Now once again I ask, how can this happen if the car has went through a 150 point inspection. I would bet my life that the car was never even checked for "anything." It probably never even had an oil change. Today, I came home from work and go to fold my mirrors in and the passenger side mirror only folds partially and then starts clicking. It doesnt stop clicking even with the ignition turned off. I go outside to hear where the clicking is coming from and the mirror is completely facing away from the car. Yet again, another thing wrong with the vehicle that was not checked. Upon looking at the 150 point inspection checklist again, I see that the interior and exterior of the vehicle was supposed to have been premium detailed, and the car came to me completely filthy. The most they did is vacuum the floors. The checklist also stated that floor mats were included, but do you think there are any floor mats in the car? No. All I got every time I called carvana was "I'm sorry." Well I'm sorry carvana, but I'm sorry does not cut it. Carvana is deceitful and dishonest and does not deliver anything that they say they will deliver. Do yourself a favor and don't ever buy a car from carvana. You will be completely dissatisfied promise you