Nothing beats the convenience of being able to shop for a car no matter where you are. From the…read morebeginning of purchasing my "first" truck, the associates and advocates were extremely knowledgeable, friendly and assuring. No matter what questions, concerns and/or complaints they were always willing to spend sufficient time to get things done. I couldn't have asked for better customer service experience. They are truly a remarkable customer service oriented company. From being able to reach "live" advocates and to also chat with advocates from your phone.
I returned the first truck under the 7 day warranty. Granted the truck was already 10 years old, my expectations were high based on the photos. Unfortunately, upon arrival and driving away with it . Its age truly showed. At the end of the day, it wasn't a fit at all. Now, under the terms of the 7 day warranty , if you get into an accident you own it. Well, I've been driving for 35 years and the only thing going through my mind was if I was stuck with this truck , I'd be miserable. So I did not risk driving it around and parked it until my second truck arrived.
The second truck arrived a week later. And immediately I was 100% happier. Granted I spent more , this was a better decision.
At the Carvana lot, I noticed a hole in The bed cover . And brought it to the attention of the advocate processing my purchase. Again, great customer service . In and out in 20 mins .
Again I knew I wanted to keep this truck from the day I picked it up. So I worked with advocates by call them to address the bed cover issues.
Cosmetic issues are generally not something Carvana fixes. Their policy is stated every car has its history/character, by not addressing each one they're able to keep the costs down and or pass the savings on to the customer.
So I ended up having a few cosmetic issues that I felt should have been addressed prior to Carvana selling the vehicle. And you are able to submit up to "3" cosmetic issues for review and approval. I did and this is where my positive experience went south.
Upon submitting the cosmetic issues , repairs were approved for repair. You have 60 days to visit their "in-network" approved facility to get the process moving. So I went to the repair facility and we prioritized the three claims. The first claim - was the make it or break it, if it wasn't fixed. I would have returned the truck. After 4 days, no progress was made. Being realistic , I can't expect the body shop to drop what they were doing to submit the cost estimate to SilverRock. The shop was awesome . Great customer service . So the day before my 7 day return I called Carvana. They're still waiting on the body shop and SilverRock to approve. Carvana was given until the end of day to get it finalized . Otherwise the truck was being returned. Lo and behold , it magically got done in less than 2 hours.
This is the issue, Carvana will approve repairs , but the approval verbiage is very vague. You don't know what they're approving. And believe me , the insurance adjuster is seeking the cheapest repair possible or alternative product. Can't blame them. But I believe this is where Carvana falls short. All of my cosmetic issues should have been disclosed in the photos.
Which brings me to their 150 point inspection each car receives prior to selling. If in fact, there was this quality control , as mentioned above, all of the cosmetic issues should have been disclosed or they should have been corrected prior to selling. You're limited to 3 cosmetic issues that you can submit to be repaired if approved. One issue I had, was the door trim was falling off of all 4 doors. You only have the ability to send 2 photos , one close up and the other 4 feet away. You have to pinpoint the damage on The truck . So I selected the drivers door. And in the notes I detailed the damage was on all four doors. I was approved to fix the drivers side door only. And calling Carvana was useless, I exhausted my 3 cosmetic issues. Basically was told if that wasn't satisfactory, I could return the truck under the 7 day return policy.
Needless to say, I kept the truck. And I am happy. A week later, the only thing I'd have to say negative is going back to the 150 point inspection each car receives prior to selling. I honestly believe Carvana can improve on this , my truck looked great the day I picked it up. After a few days I was like wtf? The truck was a mess, dirty as hell and detailed only to the bare minimum. I truly mean bare minimum. That is the only negative experience I had with Carvana .
