Carvana

Wow. Just wow. The car was delivered dirty with mud on tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, and the passenger windshield wiper arm was misaligned. Someone sprayed the driver door arm rest with black spray paint (this is on a $60,000 when new car)! The rims were spray painted (poorly), and had silver over spray on the rubber valve stems! WTF. There was a 780 mile discrepancy on the odometer from when the photos on Carvana were taken until the vehicle was dropped off in my driveway. I purchased a new tire online ($250.00) and had it installed, a new mirror cover from Audi ($42.95) that I installed, and bought a wiper arm puller from Advance Auto ($15.99) and removed and realigned the wiper arm in my yard.
SilverRock did reimburse me for the tire and mirror cover I purchased, but I never should have to replace those items on a new vehicle purchase. The 150 point checklist by Carvana before the vehicle left the facility obviously was not performed on my car. My head hurts from reliving the traumatic experience that I endured from this vehicle purchase. I honestly lost count of the number of times I called and rehashed the buying scenario with Carvana advocates. Now I am dealing with registration issues and questions that remain unanswered by Carvana advocates. I cannot, with a clear conscience, recommend that you purchase a vehicle from Carvana. I understand that hiccups happen in the car buying process, but this entire ordeal was nerve wracking and frustrating.

Just got the car 6 months ago. Needed new brakes tires rotors and now the engine went. What a disgusting company

The reviews on their website are completely fake, they even admit it in the description above the review page stating "weve compiled a vast array of reviews to help bring transparency to our unique car buying process". They are openly admitting to picking and choosing (compiling) their own reviews and are you ready for this? They claim on their website to be posting 191,919 public reviews that are practically ALL 5 STARS with an average review rating of 4.7... out of almost 200,000 "customers" this is such a ridiculous and far fetch lie that its shocking they have this on their website and as a recent customer I can confidently say THEY DO NOT GIVE THEIR CUSTOMERS THE ABILITY TO LEAVE A REVIEW.

As you can imagine, our experience with Carvana in September of 2023 was absolutely deplorable and it was the saddest car buying process we have ever gone through. Carvana loves calling it a "car buying experience" but its just not even close to that.

This company does not deserve to survive and its downfall is coming, just take a look at that stock price!

I tried to buy a car. I really did. Had it scheduled twice but they kept moving the delivery date back so I cancelled my order. Never again.

I was moving from Pittsburgh to Miami in June 2022, and scheduled to sell my Toyota Corolla to Carvana (pickup) on June 29th. This was originally submitted, and agreed to on June 12th, 19 days before pickup. 30 minutes before my scheduled time, the driver called me and refused to pickup my car because she was not prepared to pick the car up at the particular address due to "Pittsburgh being busy this time of day".

Despite me asking to move the location and being willing to drive my car to Carvana, meet any other place, etc, they refused and said I would be "rescheduled for tomorrow"- the day I was leaving. I called the help center which was based NOT in Pittsburgh, and couldn't do any scheduling. They refused to connect me to the Pittsburgh office, and could not reschedule me at all as "my window to sell the car had closed". Horrible customer service, ineffective helpline, abrupt change of plans for spurious reasons, and left me in the lurch to sell my car. Luckily the Toyota dealership was prompt, professional, and bought my car that day.

IfI could give zero stars, I would

I bought my car on 3/31/22 and the first day I noticed the car would hesitate to start(push to start) I called Carvana and spoke with them about the issue. I was within my 7 day time frame and they set up an appointment with a car repair shop Meineke( a joke of a repair shop) they changed an old battery and tune up days apart. Well the problem was never resolved. Meineke tells me to drive it for a week with the car like that to see if it corrects itself. Hell no I caller carvana back and informed them of the persistent problem. They schedule another appointment with another repair shop( out of my 7 day time frame at this point). This repair shop tells me your engine is going out. Like wtf I am paying 23k for a car and the freaking engine is going out. Thank God I didn't continue to drive my car for a week like the guy said at Meineke. Well the car is under factory warranty so I had to call a Dodge Dealer and they gave me an appointment two weeks out. My car note is due and I asked to trade the car in for another one. Well got a call today from Mike a sup when I was supposed to be talking to a sup a week ago. Was told I can't get another car unless Dodge says its unrepairable. Like wtf I'm over Carvana I thought this was a good deal and it is a sham.

I purchased a vehicle from Carvana on January 29,2017 and was provided a clean Carfax report without any accidents or other damage. In December 2019 I decided to trade in this car and purchased a Carfax report to verify the Carfax report provided me by Carvana on January 29,2017. I was shocked to see that Carfax had added a "Damage Report" dated 9/27/2016 or 4 months before I purchased the car from Carvana. In other words Carvana had sold me a damaged car. I contacted Carvana and sent them the copy of the Carfax report with the 9/27/2016 "Damage Report". Carvana's response was to offer me an amount $3000. 00 less than the KBB average trade in value for the car without this late inserted "Damage Report". This was a high performance luxury car that Caravan had priced accordingly. My recommendation to anyone is to stay away from Carvana. They cannot be trusted to stand by their cars. I'm sure that if I had bought this car from a local dealership I would have been treated more fairly. NEVER BUY A CAR FROM CARVANA.

TODAY marks 1 month I've waited on my car! Every week another problem need to be fixed and I've never driven the car. The car was NEVER ready to sell.

I do not recommend buying a car from carvana. Bad experience. When I first received the vehicle it was in good condition. Within a 2 weeks airbag light came on, tire pressure light came on, the ac wasn't blowing out cold air(summer time when I got the vehicle) the window makes a loud squeaking noise, & I seen that the car wasn't inspected. Carvana has a 90 day warranty. I thought to myself. "no problem" the warranty will cover the issues. Nope! The warranty they have did not cover any of the issues I'd had & I couldn't return the vehicle because it was passed there 7 day return policy. I was also told by multiple carvana employees that I'd be reimbursed for having to pay out of pocket for state inspection & emissions. All I had to so was upload the reciept. I got rejected & was told I wouldn't be reimbursed because it was my responsibility to make sure the car they sold me was inspected. Both federal & state law require car dealerships to have their vehicles inspected for safety before they can sell a vehicle. I had no inspection stickers in fact it was scrapped off when I received the vehicle. I was told once i received registration in the mail that the inspection would be tooken car of. They only thing carvana did was bring my vehicle to me. I will never use carvana again. Oh & I financed $20,000 for the car I received. Bad experience I will never buy a car from carvana again & highly recommend no else does.

Submitted a offer for a trade on our F150. Went to purchase a Ford Bronco Sport. It said I would get back $109 because of positive equity. Paid the $100 deposit to hold it then went through the process to purchase the Bronco. When it got to the part about the trade in it said my trade in is worth more than the vehicle I'm purchasing and to call them for the next steps. I call to be told they can't give a refund for the small difference and I would have to sell the truck to them then purchase the Bronco. Two customer service agents had to get in touch with someone higher up to confirm and were confused as to why they couldn't just do the trade.
This would make me have to pay $3,000 in taxes and registration fees instead of $600 because it's not a trade so I end up on the losing end. The Bronco was already over priced by $4500 from msrp. I even said to just give me less on my trade then. Nope wouldnt do it. They make it too difficult. I had better experience at car dealerships. One agent said the refund system is all messed up. I think it's because car values were so high in May that they bought so many vehicles from people they ran out of reserve. I've heard of people not even getting paid by direct deposit from them after selling a vehicle to them. They are very shady and really could care less if you buy from them. What's interesting is they have a recording while you wait on the phone that even says they will pay the difference on a trade in. Clearly false advertising. Don't do business with this shady company.

I was pre-approved for financing, picked out a car online, began their website purchase process two evenings ago and was told by their website to submit insurance proof for the vehicle "within 3 days". The very next day I got a text saying I had 4 hours to submit all documentation and proof of insurance and they also needed income and banking documentation. I jumped through some hoops and submitted everything that was requested within one and a half hours of the requests, including the insurance coverage. One minute after the new "deadline" passed I STILL got a text stating I had "missed the deadline" even after monitoring my account every few minutes to make sure I caught any requests for more info. My order was placed on hold due "my failure to submit everything on time" according to Sebastian their AI chat or text bot. Aggravated and slightly alarmed, I cancelled the order by chat with the AI, a human rep for Carvana, and verified by email and my online account the order was in fact cancelled by Thursday 5 pm CST. I also asked a human on chat with Carvana to make sure my banking info was removed from the purchase and she assured me it was now that the order was cancelled. I was suspicious though and I moved my down payment back into savings where it could not be charged out of my checking account, "just in case". Well, "just in case" emailed me an hour ago today and told me my down payment "did not go through", that there was some kind of problem with my bank. LOL. Yes, Carvana, there is a problem with my bank. They don't let their customers get ripped off by crappy business models like yours! Trust your gut, folks, this company is just hot garbage with raw sewage topping. This company is being sued in Pennsylvania, has had to settle fines and suits in California, and Florida has also had issues with their violating DMV laws. Do yourself a big favor and DO NOT attempt to do business with this trash heap. They are on their way down and will try to take their customers with them. The owner was charged and plead guilty to bank fraud charges in the 1990s. Look it all up, it's a matter of public record and found via Google.

A week and a half ago, I began the process of trading in my car with Carvana. Within a week and a half, I had to re-submit my income verification, my employment verification, my car insurance information, my payoff information, and I had to reschedule my pick-up 3 times despite giving them everything they asked for and more. I was scheduled to pick up my new car tomorrow morning, but they needed more information, which I provided. I was then told that I was approved and that they needed to confirm one of my paychecks via a phone call and that I would receive my confirmation. At 5:30p.m. I called Carvana to see if they called to confirm my paycheck and was told it wasn't done. The rep then tried to call my place of employment, but no one was there because their shift ended at 5:00 p.m. and I was told that I would have to reschedule. I cancelled my order and removed the car from my insurance. "Hassle Free" my $#*!. I have decided to keep my car so I have to thank Carvana for that, but I will never recommend Carvana or do business with them. If this is their business model, why are they still in business?

My name is Ebony Spivey and I brought a car from Carvana 2 years ago. The car was leaking/burning oil when I picked it up. The guy at the pickup location told me that it had an oil change recently and he thinks they may have spilled some oil. He made a claim right away and I took it to a repair shop they suggested. I went there 2 times before they stated Audi was the only place with the correct tools. I made an appointment with Audi and they diagnosed the vehicle with several problems. The warranty company finally agreed to pay the roughly $8,000 in repairs. It stayed with Audi for 3 months. I drove the car another 2 months and it cut off on the highway. Audi towed it in and stated they would make the necessary repairs. It stayed a few weeks that time. I drove it another month or so and it cut off again. This time Audi kept the car 14 months. I picked it up and it broke down again. I went back and forth with Audi. I paid to have it towed back in and again it was temporarily repaired. Now it sits in my garage. Meanwhile, Carvana was giving me the runaround like they were going to help me get a different car. They claimed that if the car wasn't drivable they would take it but couldn't get it from the dealership. I offered to tow it wherever they wanted and then they said the warranty company was making repairs so they couldn't take it. Then they said I waited too long. Yet I have proof that I was contacting them regularly and offering to tow the car wherever.

When Carvana or any company's transaction goes smoothly, they get satisfactory reviews, kudos even. But what if the transaction gets derailed? That is when great companies separate themselves from the pretenders. Carvana is in the pretender camp.

On the day of the promised delivery date, I get an email that morning from Carvana stating that the delivery has been postponed for three weeks. No phone call, no apologies, just a system generated email. Mind you, the transaction had been locked in for two weeks. When I called them they stated that the car still needed their 150 point inspection. Really?!... I was dumbfounded. I made it very clear on a number of phone calls to different Carvana reps that none of this was even remotely acceptable and escalation was requested through their management ranks. Not once did I get a call back from their higher ups. Further when I pushed for compensation for their internal mistakes (again... admitted by two reps during these calls) in requesting rental car payment compensation during the delay, their minions only offered $230.00 as 'inconvenience payout'. Further, that compensation process would be rolled into a 45 to 60 day timeline followed therein by another 10 to 15 days for distribution of those funds... if... approved. If approved? If approved?!

So... as a consumer let me go thru the entire process... I hustle to place the order agreeing that the price is firm, hustle to download all necessary information on line required by Carvana, most of all to ensure my funds are arranged and at the ready for delivery... get countless automated emails from Carvana about how the original agreed to delivery date is approaching, start getting revved up that I will be driving my highly anticipated car of choice... and then Carvana just plain fails all the way across the board.

Still waiting for that upper management phone call... think I'll get it? I cancelled my order today and got another car at a dealership. Never thought I'd enjoy haggling with that salesman on the price, but it sure beat this Carvana experience! I will take every opportunity I get to bad mouth Carvana and dis-sway anyone from using them.

I rarely leave reviews but this has been one of the worst experiences I've ever had with a company in general. I got the highest offer to sell my car from Carvana after comparing multiple offers, I decided to go this route. They market themselves as being convenient, but this has been anything but. Sure, they give high offers, but they make it impossible to retrieve. My drop off option was over 2 hours away, so I opted for pick up which cost $100. Figured that $100 was worth my time and hassle. Within 2 weeks, I have been rescheduled THREE times. They have had to extend my offer which dropped by $700 even though the timing was on them. They offered to reimburse my pick up fee, but will not simply waive it. The amount of time and money I have wasted on the phone with them trying to get a pick up scheduled is ridiculous. Their excuse is the same everytime- "they don't have the staff" yet they are sure to tell you about all the ways and third parties they use to follow through with pick ups? Also, if you do not have the staff, why is pick-up an option? Why are there dates and times you offer when you cannot follow through? The first time they rescheduled was 10 minutes AFTER my pick up time. The other times were less than 24hrs. Each time requires the customer to change their schedule, remove plates and belongings from their car, and is a complete inconvenience when it does not happen. When I ask to speak to a supervisor, they tell me it will take over 14 HOURS for them to get back to me. They are leaving their customer service representatives in terrible positions because not even they can get any response from higher ups, or hubs, in a timely manner. I will stray anyone away from carvana immediately. Save your time and money. The few extra thousand is a facade because they essentially force the customer to continue and re-appraise their car due to expired offers because they cannot show up as planned. Wish I could give carvana 0 stars.

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

They would not refund my shipping charge. They never shipped me a car, yet I lost over $500. I would urge caution with this company.

Horrible! I will NEVER do business with Carvana again!

My car was delivered as promised, but once I started inspecting the car I noticed it has more damage then it was listed on the actual site and description of the car.

The delivery person said to take pictures and send it to him and he would take those and send them into Carvana/silver rock.

Fast forward to a few weeks later, I took my car to the body shop to get fixed since it was approved for it.
The body shop then tells me that silver rock and Carvana only approved one scratch! 1! Out of 13 pictures and damages they only approved one scratch.

When I called Carvana to find out what had happened the agent told me that Carvana and silver rock determined that the damage they will cover was only 1 scratch and the rest "meets their standard" for a used car. I told the woman that it's not fair to deliver a car that you didn't disclose the damages of. I asked her if she knew that Carvana didn't disclose the damages, she said yes that is correct but that Carvana would still not honor their promise to fix it.

I asked their legal team information and she gave me that, a few hours later she called back and profusely apologized and swore up and down that she would get it taken care of herself, apologized in the way I was treated and that she understands how frustrating it must be.

She really played her part in that one, it's been a week. I haven't heard anything from silver rock or Carvana so I decided to check in and to my surprise the woman that was "helping" me is no longer available to help and the person who I was on the phone with all of a sudden turned into "management team" and said sorry but we aren't going to approve that because of standards.

This company is literally the worst company I have ever dealt with.

They do not care about customers at all.

If I could give less that 1 star I would. The initial order off the internet took no time and was easy, however that is where it ends. They delayed the truck we were going to purchase 5 different times, the worst being 2 hours before it was supposed to arrive, Carvana sent a text that it was delayed yet again for another week. When they finally brought the truck it was completely rusted out underneath from the front to back. The vehicle had been rejected multiple times by others, and they were still trying to unload it on another customer. Their customer service is sub par and uncaring. There was a rep named Lajuan that pretended to be helpful until we got off the phone and he e-mailed me. He told me he would do whatever he could to help just e-mail him and he would get back to me. Well, I e-mailed him and he ignored me, then the next day dismissed me and told me to call the customer service number with any further questions. The worst part is that buried deep in the car fax stated the truck model was subject to rust and Toyota would fix it for free to the consumer. Carvana did not care to actually get it corrected for free, they just wanted to sell this rusted out vehicle. Their "Inspection team" is a joke because there is no way they should be selling such an extremely rusted vehicle. We rejected the truck and I will never go this route again. I did not do my due diligence by reading reviews ahead of time so shame on me. I would have seen every single problem I had with Carvana and moved on. Please save yourself time and frustration and read reviews before you do anything with this company. I would go to any dealership and spend 10 hours there before I would ever deal with this company again.