Jemal W.

To begin, be forewarned…this is going to be a LONG review, but sadly and honestly it has to be because every single aspect of dealing with Carvana has been truly awful. In just a few words, Carvana SUCKS; their easy breezy advertising campaign is FALSE and total BS. Their motto 'We'll drive you happy' has literally taken away hours and days of my life and their slogan should be 'We'll drive you crazy and lie to you" instead. They will lie to you. And if you call them out on the lie they will tell you that you weren't lied too but just 'misinformed'. This is a recurring theme as you'll see. Read onward…

Where do I start? First off, their chat feature is abysmal. You never know who you're talking to and every agent gives different information (and misinformation) without actually reading what was spoken about before. It's like starting over every time and it's infuriating. Their excuse is 'if you don't respond within 10 minutes then you're switched to another agent'. Ok well, what about when it takes the agent over 10 minutes to respond? I can't tell you how many times I asked a question after receiving something totally off and then they never respond to it.

Secondly, I went out of my way to get a loan for this car and purchased insurance ahead of time to reserve the vehicle. I found a car we wanted and entered all of our information including insurance and loan information and was told it was being held. All of a sudden the car was gone and someone else was purchasing it. I called in and they told me it was an error on their part but that they'd help me find a new car. I should've gotten out at this point…live and learn.

The problem is I had to get on loan on that specific car. It was approved. So after losing the first car, I had to go back to the bank and get ANOTHER LOAN on another new car. So I finally found a second car and started the process again with a new loan. This time after entering all of my info again, I called in and talked with someone to make doubly sure that I wouldn't lose this one while all the loan approvals were being worked out. They gave me an extended hold, but as with everything else with Carvana things were not as they seemed….

And here is why…. We were also going to trade our old car in, but when I uploaded the title I was told the it wasn't valid because it had handwriting on it even though it was a valid title. I was instructed to go to the DMV to get a new title with no handwritten signatures on it. So I went to the DMV and paid money to get a new title but was told it could take up to four weeks for it to arrive!

At that point, when trying to figure out whether we could actually pay the remaining balance or were going to wait for the title to come for the trade in, I was told that they'd given me another 10 day lock on the vehicle. What they didn't tell me was that it cancelled out my order and reset everything including my delivery date. By doing that they failed to inform me that it would totally change when we'd get the car and delivery was delayed by over 10 days! Eventually we just decided to sell our old car locally, but it was too late and our Carvana delivery was seriously delayed and they would not change it even though it was again their fault this happened.

After they screwed me over for my delivery date, I asked if it's possible to come pick the car up earlier from one of their hubs. I was told they couldn't even check on that possibility without resetting my entire purchase again and losing my delivery date again! In the end, they compensated us for this error by sending us $100.

Next phase next problem…The car finally arrives and has a bunch of dings and scratches that were not listed on the Carvana website. We go over the car thoroughly inside and out with the driver (who was really nice by the way). She documents each of the issues by writing them down AND taking photos. There were 6 issues in total, but by the time Carvana gets back with me they say only four were submitted. I was told to re-photograph the other two and re-submit them through my online dashboard. From that point onward, those two got approved but the previous four were voided. This has gone back and forth, back and forth with the local detailer and SilverRock, the insurance company Carvana deals with for weeks now and after a month's wait these things were finally approved. It took me HOURS on the phone and texting back and forth with various people to get it all sorted. The confusion with Carvana is staggering. The right hand does not know what the left hand is doing and at one point I have SilverRock telling me it's up to Carvana to approve it and I have someone at Carvana telling me it's up to SIlverRock. At a certain point I am told none of the repairs were approved but then realize they'd made another mistake. I think they're probably the same company, but they each give different information. It's a complete cluster.

Cue next issue…. The temporary license plate expires. I am told I was supposed to receive my paperwork and plate before the temporary plate expired. When calling in to check on when the plate, I was told by one person that if it does expire before it arrives that I can log into my dashboard and print out an extension plate. So yes it indeed expires and there's no paperwork yet. I log in to download the extension plate and I come to find out that's not possible and write in again asking about why and am told "You can't print another temporary plate. That's not possible'. When asked why someone told me that, I again was told that I was 'misinformed'.

So I drive with an expired plate for almost two weeks before the paperwork package arrives. They were supposed to send me a license plate and deal with all of that on their end. When it does arrive, there's no plate in it and I am told that I have to go to the local DMV to take care of it. (Many of the forms had our names misspelled by the way.) When I get to the courthouse, I am told I owe $1300 in fees and taxes. These are fees and taxes that I've already paid to Carvana! The local courthouse tells me that Carvana should've sent me a check for that if they couldn't provide a plate. News to me!

When I get home I contact Carvana again and am told (actual quote via text), "Ok, so yes it looks like, much with every other aspect of your Carvana experience, your check for the refund was missed, however they are submitting it now, should be for about $1200, and it should be arranged to send out right away, so within the next 24-48 hours." A little over 48 hours later I follow up because I haven't heard back and am now told that it will take 30 days to be approved and another 10-15 business days after that to arrive! I call in angrily informing Carvana again that this was admittedly their mistake and that I've paid $1300 twice now and had to put the recent amount on my credit card, so waiting 45 days for their check wasn't acceptable. When I showed them the exchange with the previous agent apologizing to me and saying it'd be sent out within 24-48 hours, I asked if I was being lied to again……and again, I was told "No you're not being lied to, you were just misinformed".

Four different times during the entire process I called in and specifically requested a customer service supervisor to give me a call back. I was told every time that one would call me back within 24-72 hours, but not once has a supervisor ever called me back. Most recently with the $1300 extra charge I called in and PLEADED for a supervisor to call me back and was again told they would within a certain amount of time and it NEVER happened! In fact the woman I spoke to on the phone was totally rude to me about it all.

After not hearing back from Carvana again for 4+ days, I again wrote in and this time told them I'd be reporting them to the Better Business Bureau and would get a lawyer if I had to. I received this message in response to that: "Please have in mind that if you initiate legal action you will only be able to communicate with us via written correspondence over mail." followed by booting me off their text feature with: "We're sorry for bothering you! You are successfully unsubscribed from Carvana marketing text msgs. Reply SUBSCRIBE to opt back in!" Unbelievable.

From the very beginning throughout the shopping, buying, waiting, paying for, delivery, insurance because of flaws on the car to dealing with plates and registration, every single aspect of dealing with Carvana has been an incredibly dysfunctional and excruciatingly horrible experience. This company is complete trash and I can almost guarantee they've ripped other people off that haven't stayed on top of them and their many many errors the way I have. If I hadn't contacted them about the extra $1300, they never would've sent it to me or mentioned it again. The jury is still out if they actually will. Apparently the 'check is in the mail', but they say they have no tracking information to send to me because 'it's through USPS and it's all internal' whatever that means.

PS... Not to mention, their on hold music is horrid country pop music on repeat…. The same songs about driving over and over. Ug! AVOID this company like the plaque!

Horrible service taking advantage of and money from musicians. Our 'free trial' wasn't free at all as we began to realize they were charging us monthly. They've taken hundreds of dollars from us for a 'free' service we barely even used. When we wrote in about it they disabled and blocked our account so that we cannot see our billing history or any interactions. Since then they've answered no emails or phone calls from us. AVOID!