Carvana

I recently submitted all my information to trade in my vehicle and purchase another vehicle from Carvana. I received a trade-in value of approximately $24,000 at 2:55 PM on a Thursday. The very next day, Friday morning, I remembered to add that my Jeep has runningboards. I logged into the Carvana site and added the runningboards to my appraisal. After I submitted the updated information, my appraisal came back at $19,000. I spent over three hours on the phone with numerous representatives from Carvana to try and sort out the $5000 decrease in my trade-in value. I repeated several times that the Carvana website said it would honor its appraisal for seven days. They declined it to honor it because I modified the appraisal by simply adding an additional feature that made it more accurate and more valuable. However They still would not honor their appraisal. I believe this is unethical and am very disappointed. I asked for documentation that states an update would significantly change the appraisal value and Carvana was not able to provide any documentation. Unfortunately the Carvana still boasts all over their website that they honor a 7 day appraisal. This is false advertisement.

Traded in and bought a car from carvana. They rushed my buy/trade. 6 months later, they're telling me they messed up their financial paperwork and didn't value in the equity for my trade in. So my car payments are shooting up $100/m. The paperwork I signed clearly reflected the trade in equity valued in with the new car loan. But they say on their end it doesn't reflect this. So my options are to get the new car repossessed, leaving me without a car, or pony up the extra money.
1. If I'd known my monthly payment would be as high as they're trying, I would NOT have traded in the car.
2. They rushed my trade in and swap, so they provided me false paperwork that trapped me in a contract.
3. The rushed trade in, made them charge double my down payment. I was charged twice for the down payment of the vehicle.
4. Spoke to a gentleman for almost an hour and he admitted Carvana dropped the ball, and screwed up. Told me I had some time (not months but more than a week) and options to think about how I was going to go about this. A day later, I got a letter saying I had 7 days to sign the new contract, or lose possession of the vehicle.
So now, I am forced to give back the vehicle and lose over 5k or pay for their mistakes. And I've done everything right on my end.
They say they'll drive you happy, but they've driven me to a series of regrets and turmoil over THEIR mistake.

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.

The only problem we had was waiting 3 weeks for delivery. The young woman who dropped the car off was awesome. She came from Dalango New Jersey. Very helpful outstanding customer service from her.

I purchased a 2017 Toyota Camry from Carvana in Jan of 2023. It was advertised as free shipping. When I was going over the contract I discovered I was charged for the $190 shipping fee and a $190 delivery fee. I went online to resolve the situation and had proof of the advertised free shipping ( printed out copy of the screen shot of the advertisment showing the free shipping) even after sending them a copy of the proof they refused to refund the false charges. As we were talking I brought up the ad on my computer. During the time I was online with them (75 mins) they altered the ad to add on shipping fees. Then they deleted it entirely.
I believe they committed False Advertising and Fraud, both are crimes here in Wisconsin. Still I was refused a refund of the false charges.
Along with this I found 2 other cases where they misrepresented verbally clauses that were in the final contract. The second $190 charge for delivery is optional, but no one will inform you of this. I would have picked up my car had I was aware of this. The depot for Carvana is only 3.8 miles from my home.
Do not deal with Carvana.

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.

As a cash buyer I thought it would be easy and convenient to purchase a Jeep Grand Cherokee Altitude from Carvana. I couldn't have been more wrong. I selected a vehicle, paid cash for it, got it home and put the VIN into an app that tells you the facts about the car. I discovered that they misrepresented the vehicle on their website as "AWD" and in fact it was a "2 wheel drive". I called right away and that's when the run around began. They don't assign you a customer service rep, instead they make you call in each time and wait on hold and no one ever takes accountability to help you. Finally after a couple of days, I spoke with Josh. He seemed genuine in wanting to assist me and we talked for 15 minutes while waiting for a supervisor. He then says "hey, I'll call you right back as soon as I connect with my boss". I said OK and I never heard from him again. It took them less than 24 hours to take my cash from my account, however; they took 5 business days to put the money back.
I don't foresee this company being in business this time next year. I ended up going to Sands Kia and buying the Jeep Grand Cherokee I wanted with AWD for an excellent price. They made the experience great - it was fast and easy.

I would've normally given a 3-4 star review because most of the buying process went okay - except my car was delivered 2 days late because they, in their own words, "hit a speed bump" and I had to re-sign all of their documents all over again. The reason for my 1 star review is their horrific "registration process". So, 16 days after my car was delivered, in their own words,"the Carvana team has reviewed your paperwork and has sent it to our 3rd party vendor". Why would it take 16 days to do that? But then, 3 weeks later, 37 days after my car was delivered, with only 1 week before the temporary out of state registration I was given expires, once again in their own words "we greatly apologize for the delay" and "we're so sorry we messed up". Why couldn't that be done in 37 days when I could've walked to DMV and back repeatedly in that time frame? But wait, it gets better, today with 4 days left until the registration expiration, they sent me a shady looking "90 day non resident" thing for me to print out on a piece of paper and attach to my car where the actual license plate is supposed to go. It's winter here in Michigan, how exactly do these morons expect me to attach a piece of paper to my car? Beware, I've had a very bad experience!

They sold us a car with dings in the windshield - and even though we reported it 10 minutes later - they won't take responsibility or help us get it fixed.

I purchased a 2017 vehicle and Extended Warranty in April 2021 from the Carvana in Westminster, California. On the drive home from the delivery, my right front tire blew out.
I called the phone number for the location but was unable to reach the store, instead being answered by a call center. I told them what happened, and they said to bring the car back.
I returned the vehicle that same day and said to cancel the sale. The salesperson convinced me to not cancel the sale by offering to replace the tire, and escorted me and my vehicle to a tire store. The tire store conducted an inspection and said all the tires were legally bald and should have never been delivered that way. He said he needed to order them and an approval to replace all the tires and made an appointment for me to return in a week. They fixed the blown out tire and sent me on my way.
I've now been fighting with Carvana, Silver Rock( the warranty company), and Assurant (extended warranty company) for months trying to get my tires replaced as promised. So far, each company points me to the other company to resolve the issue to no avail.
On top of all that, California DMV said Carvana never paid for the registration instead simply transferring the vehicle to me. I bought the car in April and was charged a full year registration yet I received a bill from California DMV in November for a full year registration.
No one at Carvana will help me so I'm now calling an attorney. It's been over 6 months and nothing has been done.
Avoid this company at all cost!

Carvana offered me $******* which is 1000 more than other buyers were for my 10 year old SUV. Carvana Came to the house and the assessor saw hairline scratch and said initial offer has to be reassessed. We will come by again in two days. I said I took the day off and let's reassess it today. He then artached a computer chip adapter to my car and says that the mileage cannot be verified. I said well it hasn't been tampered with. It's an electronic gauge. The supervisors needed to be contacted to realize that a 10 year old car mileage cannot be verified by this chip. Within five minutes all of the dash light indicators, light up, i.e., cruise control, ABS, check engine, and skid control. I said what is this?I've never seen this before. He goes well there's a problem and we can now offer you only $7000. My reply was thank you, and you can leave, but not before you remove all the faulty indicators from the dashboard. He was unable to remove them and I said I will never be able to sell the car with all these "idiot lights" that are on now that were not there before. He struggled for an hour trying to reverse the process called his supervisor who was unable to help. He said he'll come by in two days to pick up the car at $7000. Within 10 minutes Carvana posted my car at $7000 so all future buyers who look up this car or Vin number sees that it's gone from 12,000 to 7000. Carvana is going bankrupt and is having legal issues in multiple states and now I understand why. Avoid Carvana at all costs.

Car was delivered on 06/23/2022. Drove it only ******* miles and believe the engine seized. Will not turn over. Fluid levels were normal as I checked them after the car broke down. Called Silver Rock and was informed my warranty expired. Didn't receive any notification. Had the extended Carvana care plus good for ******* miles or one year. Only had car 11 months. I live in an isolated area with nearest town 34 miles away. I now have an over ******* dollars still owed and no car. I'm in my upper 60's as is my wife. Have no way to get groceries or go to the doctors. I wish I had never heard of Carvana. I'm going to spread the word all over the internet. I'll be contacting our Attorney general for all the good it will probably do. Have contacted a few lawyers already today as well as the BBB, NHTSA, and will be contacting Hyundai as well. Have no money for repairs or to buy another car as we are on a fixed income and this economy has really hurt us. I now have nothing to do but to try and find help and complain all over the internet. It did feel good to vent although I don't really expect anything to become of it. Guess the next step will be bankruptcy as I see no other way out if I cant find a remedy. Can't stand the fact I still owe over ******* dollars and have no car to drive.

Everyone I spoke with from carvana lacked knowledge on what their company can and can't do. Therefore costing me a lot of money and ending up a waste of time. Why would the website/appointment you to trade in your car from one state and have it delivered to another state if that wasn't allowed. To only find out less than 30 minutes of the delivery arrival! That the contract "needs to be rewritten." Which wasn't true needed to be voided all together. The sales rep that I booked my trade in with tool the date and address down of the pick up vehicle. Even called me back to confirm the spelling of my father's name. To find out that it is illegal for carvana to pick up a trade in car with out the owner of the title present. Overall everyone whom I spoke with gave me a lot of "I'm not sure about that let me check answers." Still waiting for a "compisination for the waste of time i spent." Not holding my breath after dealing with them. It's a wonder how they stay functional. Huge waste of time, will never use them or refer them to anyone. Cheers!

Trade in pick up was a piece of cake, delivery the same, but after that, it went to crap. Why do they even do a 10 day payoff when they cant start it till after 7 day buy back, been 8 days, my trade in payoff hasnt arrived yet, that's 15 days, no CSR knew how the third party vender processes payment, one said definitely before 10 day pay off, one said electronic in minutes, one said overnight, no one got regular mail which is how they do it, which isn't very smart, I'm at 15 days, I followed all directions, turned in signed doc asap and correctly. So now I've got to make another payment, wonder how long before I get paid back the overage for the payoff? If payoff is this bad, I read the nightmares of getting your tags, some have to park their car and wait after expiration, CSR said if it goes over, they will submit for extension, will wait and see. Like I said paperwork is just as bad as buy here pay here. If they can fix the after 7 days quicker and organized, will blow going to a dealership away, that was the easiest part and no salesman and manager. I would ask those questions, and hold them to it.

My 2016 Tesla Model S was delivered with a ton of scratches, dents, and scrapes, which happened either in transport or while stored at their yard in Miami. The delivery guy assured me that it would all be taken care of. Their warranty people, silverrock.com, contacted me with the claim numbers, and even allowed me to take it to a Tesla-approved repair shop for the quote. They quoted >$9300, and silverrock approved it! But, being a person that believes that the best paint is the original paint, and not wanting 1/4 of my car repainted, I had the claim refused and negotiated with them to have a Paintless Dent Repair facility remove the dents instead, followed up with buffing and paint touch up from a local detailing group. One of their adjusters even called me, assuring me that what I was asking was very reasonable, and saving them >$8000 (the total was $674). He told me exactly how to submit the receipts to get repaid, but when I received the check it was short by $200, because I "took it to an "out-of-network facility". So much for being an honest person, and expecting them to be honest, and appreciative of saving them >$8000. I will NEVER buy another car from Carvana!

To my knowledge Carvana is supposed to make your buying experience easier then going to a dealership, well that is definitely not the case. I placed a hold on a vehicle I was interested in purchasing before it became available to the public. I waited for the email telling me the vehicle is available and to proceed with my purchase, once I received that email I proceeded to remove the freezes off my credit reports to move forward with my purchase. At that point I am unable to move forward because according to Carvana it takes their system 3 business days to reflect the credit freeze was lifted. Then they proceeded to tell me that they could extend my hold so I can purchase the vehicle but I needed to call back on 12.25 (Christmas Day). Of course I call back on that day to find out that they are closed. Needless to say I was unable to purchase the vehicle due to the negligence of one of their employees. I have always kept a freeze on my credit report and unlock when I want to run my credit and have never encountered this issue. I will no longer shop with Carvana!

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

The initial appraisal of my vehicle was fair I also received an email with the appraisal value of my trade. So I was going complete a purchase but decided to do financing through Carvana and was approved. Chose a vehicle within three days when I was about to finalize my purchase. I've then found out carvana changed my appraisal to $3000 less when I inquired about it, the reply was sorry, but we appraise vehicles day by day and the market changes. I replied the email I received said my appraisal value was good for 10 days. There was no reply back. Needless to say I did not go through with the purchase, and I will be telling everyone that I know of and post where I can. Not to purchase through Carvana. Or do not get financing through them because they want you to spend more through financing because they know what you are approved for by giving you less value for your vehicle. I believe it's a total screwup on their part being a dealership. Wondering how many people they did this to and the people didn't realize.

Carvana is in the habit of saying one thing and doing another.
Instance #1. I was promised a $500 referral and after 2 months of no communication and me having to call back, I was informed that Carvana can not do that. AFTER THEY PROMISED to give me this referral bonus.
Instance #2. After I informed CARVANA that a piece of the vehicle (a stock piece that all models of this car come standard with) was missing, They basically told me, "Tough $#*!, Don't buy the car then".
NEVER DO BUSINESS WITH THESE LIARS.