Carvana: My Experience Starting from the beginning: Finding and Ordering: It was easy to create an account and search for vehicles. There were many in the categories I was seeking. I found the vehicle I wanted and had financing ready via my bank. It was easy enough to review and sign documents. It was also easy to upload the documents they needed to complete the transaction. That portion of the process was fast and with no glitches. This was completed July 10th at 2:22 pm via a confirmation email. Via phone I had asked that the rep have the "carvana" license plate holder removed as I don't advertise for the people I purchase from. He stated he would have that taken care of. Granted, the paperwork I completed stated that I had to put it in writing, and I did ask for the email address of the person to send the request to, he gave me verbal confirmation that he would have it removed and specifically told me I didn't have to email anyone. My vehicle arrived with the Carvana plate holder. Delivery: I was given one option. 7/15/19 at 8:30 am local time. I received a call on Sunday 7/14/19 from the local office stating that my car was "scheduled for delivery overnight." However, the car had to be inspected and tagged and they may be as late as 9:30 arriving with the vehicle. There was no lie in the wording. It was "scheduled" however, it was not "on schedule". See that twist of wording? At 7:26 am on 7/15/19 (I have pics of these call logs) I received a call that my car was not delivered and they are tracing it. I was told to call back with any questions. Why didn't I have the car? Why was I not told that it wasn't ON schedule? Did you know that I arranged my delivery this way because my current vehicle is in the shop and I have no transportation to work, which is 45 minutes from my home? What call back number should I use? So, I called the number back that had called me. The number was a Washington DC number. The lady who answered the phone was highly confused. I explained the situation to her, she put me on hold and consulted with her coworkers only to come back on the line nearly 8 minutes later to tell me the "local" representative could help me. I asked why this number came up in my call log and she stated that the number is part of a trunk system that is used in this region but may not come from the local office. She gave me the "local" number and I called that representative. I explained my frustration with the whole situation to the local representative, Chris, who was very understanding and assured me, "this happens all the time on Monday mornings." Chris was willing to get me a rental car as I explained I was without a vehicle and had to borrow my boyfriend's car. He went through the motions however, the rental didn't work out due to the timing of the rental office closing and my work schedule. I then consulted with my boyfriend who was able to help me by allowing me the use of his car for the foreseeable future, until my car arrived. I requested that Chris have Carvana reimburse him for the mileage I would be adding to the vehicle calculated at the standard federal rate. He agreed to that. It is probably much cheaper than a rental. After several calls it was relayed to me that my car was in Pennsylvania. (It originated from a TX dealership) It was now scheduled for delivery to the local affiliate Thursday morning. I would receive the vehicle Thursday evening. Upon delivery two additional dents, one very deep, down to the metal, were noted and photographed. I drove the vehicle and accepted delivery. I was told that Carvana would contact me in reference to the two additional dents not noted in the original sale. They emailed 3 days later offering me a $100 which is how much they would discount the vehicle for the additional damage. Also, at the time of delivery I was told I would need to have a front license plate cover installed as they didn't want to put holes in my bumper to do it themselves. I was told not to worry it is covered by the insurance. Upon reading the insurance stipulations I would have to pay a $50 copay. The cost to purchase and install the plate holder was $35. At the time of delivery I was told that my permanent plates would be fedexed to me overnight and that had I not received them by the week prior to expiration I was to call Carvana for a resolution. Tagging: Fast forward to 8/6/19, I respond to the email requesting an update for the check and tags. Fast forward to 8/13/19, with still no response via email, I call Carvana. I placed the call at 9:02 am. I was told my wait was less than five minutes. Then 15 seconds later I was told my wait was less than 20 minutes and I could leave a call back number without losing my spot in line. 9:27 I call back. 9:34 the call is taken by Monet and at 9:35 I was put on hold as she researched my tags. At 9:42 she came back on the line and said she couldn't reach anyone at the local office to discern where my tags were. The plan then was read more

DO NOT BUY FROM CARVANA! I realize the title is an absolute. Let me explain why I used the title. On Jan 28th we traded a vehicle and purchased a vehicle from CARVANA. This was our 11th purchase with them since they started. We have been loyal and until this last purchase have been impressed with their support, the compassion and professionalism of the people we have worked with. I would go as far to say some have been stellar and very impressive relative to solving problems and challenges over the years. This all changed on January 28, 2022. The Jan 28th 2022 purchase put an end to our long-standing impression of the company. A couple facts: 1. Vehicle they delivered was leaking oil and needed $10,628 of work and wasn't safe to drive. 2. Our trade has still not been paid off after 50 days. 3. We attempted to replace the initial purchase with 3 other vehicles which all made it to the hub and the day of delivery and hours before the scheduled delivery time we would receive a text letting us know the vehicles were undeliverable. From engine lights, strange screeching noises, brakes not working, to we don't know what's wrong but we have to get something fixed. We tried! We tried hard. Made compromises on what we wanted and tried so hard to buy a car. We were told multiple times that our trade "should have been paid off and that they don't know why treasury hadn't paid it off yet". I even spoke with our current lender and they confirmed that CARVANA had requested payoff info as late as March 8th. The lender has serious concerns and will look into this once the payoff is completed. We provided Capital One all the images, emails and texts so they are fully aware of the experience. Since we were essentially down to one vehicle we had to use Uber as a second vehicle to do the things we had to do while one of us was working. We were told "don't keep track of the receipts, I don't want to add them up so I can just send $750 to compensate for the hassle and travel". We agreed and felt that was fair and would cover our expenses since the vehicle they delivered on 1/28/22 was not drivable. It just sat in our garage and dripped oil. It took them 6 weeks to finally come and pick up the car with a tow truck. And at this point were told by Executive Resolution people (2 different "Case Managers") that they would follow through with their commitments, get our trade paid off, and do what is right. One even apologized profusely in email about our experience and could not believe this had happened to us. We learned from a prior purchase to record calls with CARVANA because they had previously promised us $250 for delay hassles and frustration. This was never sent. We have tracked every name, date, time, and notes from every conversation and have every conversation recorded. My attempts to speak with them ended after being yelled at and berated during our last conversation with Lena from Executive Resolution team. She was rude, dispassionate, and indifferent. She even threatened to return our trade during the call. We could not believe the posture and rudeness expressed to us. This was the same person that 10 days before said she would send us $750 for our transportation cost for Uber and our hassles during the purchase. In order not to get too granular, their vehicles rarely arrive clean. They rarely arrive on time. From watching vehicles go from purchase pending back to inventory, appears they have about 25-30% of their vehicles declined upon delivery and are returned back into their inventory. Our trade has showed sold for the past three weeks. We had been loyal. We had purchased 11 cars from them. We had recommended them to family and friends and I feel horrible about that. Simply put. You can not trust them. They may not follow through with promises. They may discreetly add conditions when wrapping up calls that are not even connected to the promises made earlier in calls only to come back later and trap you into being honest with them just to say "ah-ha, got you". It's so sad to see what CARVANA has become. They are no longer a caring, trustworthy, or capable I feel. Instead they are dismissive, disingenuous, and a disrespectful company. I miss the old CARVANA. Don't buy from them. Go to a local dealer. Put up with their ridiculous games they play. Spend hours you don't want to spend. But, at least, at the end of that horrifying experience you will have the opportunity to buy a quality vehicle and leave feeling exhausted but happy the next morning you walk out and get in your new car. If you buy from CARVANA it may become a nightmare that 51 days later we are still experiencing. They still have not paid off our trade. read more

Growing pains begin to show but still best option My girlfriend (now fiancé) bought a 2012 Cadillac SRX in November of 2015. She was blown away by how easy and pleasant the experience was from A-Z I wanted to buy a Wrangler unlimited Sahara so we began looking on Carvana and found a good selection and as always good prices. The online portion of this purchase was flawless. The first hiccup came when one customer advocate said I could pick up my car in Nashville at the vending machine on Monday or Tuesday 1/1-1/2. Would have been a 10 hour drive but I was off those two days anyway. ROAD TRIP!!!! I started planning the trip, good thing I did not call my friend and invite him to go. I got an email to call. The delivery had been delayed. New date was Thursday 1/6 meeting driver about 35 miles north of where I live. His name was Bobby. Like all Carvana employees he was professional, courteous, knowledgeable and polite. There were some items missing from the car so he ordered them for me. He also sat patiently while I took a 30 minute test ride. He answered a question about tag transfer as well for me. It was dusk, almost dark when I picked up the car. The next day I noticed the interior was showroom clean and engine compartment was close to it. (2nd hiccup)The exterior, however was fairly dirty. Like it had sat a bit. White vehicles in particular show water run off and road dirt. When I got off of work on Friday I called the Silver rock warranty company to set up getting a 2nd key. Bobby said there was only one when he delivered it but the warranty company would pay for another. (3rd Hiccup) This first call was at 3:30. The SR Rep could not find my account with phone #, last 6 of vehicle VIN, or my name. I was put on a long hold while Silver rock called Carvana. Come to find out, my contract had not been processed. Before I hung up with Rep I confirmed with her that I was 15 mins from dealership and asked her, "Now this same thing isn't going to happen at the dealership?" She said, "Oh no, contract is being put in Now. It will be in there when they call from dealership. Of course it wasn't. The keys are the type that have to be programmed. The techs leave at 5pm so I said, "Go ahead, I will pay the $250 if they don't. Not about to go home and have to come back" to the service writer. Maybe the 3rd time I called the Rep who contacted the department that enters the contracts and promised me she would call me back when it was good to go. This was approximately 1hr after my initial call on the way to dealership.This made 3 calls from me and service writer combined. She never called me back (Emily maybe). I called them back at almost 5pm (4th call in 1.5 hrs). Another rep confirmed it was in so service writer (5th call) called and payment was made. So in closing, we loved everything about Carvana in our first deal and told tons of people. This time, there was a lot of good in the deal but a number of times the ball was certainly dropped. Please focus on that original vision Carvana. We were your biggest advocates, telling people all the time about how easy and wonderful buying a car is from y'all. Now, I wouldn't feel comfortable not including at least some of these hiccups when I tell people to dump the dealership. I got a great deal, on a great car. Little below average on trade in but I was cool with that. $500 off for friends referral, no doc fees, free 100 day warranty and NO SALES PEOPLE, FINANCE PEOPLE, EXTENDED WARRANTY PEOPLE which make traditional car buying unbearably bad. Had a few things messed up but all addressed eventually. Only had the car since Thursday evening. Will update if anything changes. read more

I recently took delivery of my 2014 P{rius C from Carvana .I had started out looking for either a smart ED or NIssan Leaf. I really thought an all electric car would work for my commute. I was searching when i found Carvana. I had originally ordered a 2015 Nissan Leaf from Carvana. When i discovered an error in the cars information listing(it said the car had a quick charge port, but it did not), i reconsidered my choice. I should say here that i actually did not discover the error, i asked a customer service person to verify that the car did have the port, and he checked and discovered that it did not. So after discussing it with the wife, we decided that a hybrid might be a better option anyway, so we went with a Prius C. The entire process was pretty much painless, and all people involved were very polite and genuinely tried to be helpful. It is my understanding that Carvana just recently started doing business in the Pittsburgh area, and i was one of their first customers. There were a few glitches that came up, that i would think will be addressed in the future. Firstly, The car came to me without PA state inspection. CArvana does not have an inspection license, so they cannot inspect cars. IN PA, a non dealer cannot get a PA inspection, only the registered owner can. When buying a used car form a local dealer, they always have a new sticker on it. That is something that i will have to deal with (and pay for) with my Carvana purchase. Andrew, the young man who delivered my car, brought me a $25 gift card to compensate for the expense. I let him know that it would cost me more than that to get the car inspected, so he promised to send me another $25 gift card, which showed up in less than a week. Other than that, the process was smooth and painless. I love the car, it is very clean and exactly as described. The deal i got was fair. I would do business with them again. Their "7 day test own" is an awesome program, and they called me twice during those 7 days to see if i was satisfied and asked if i wanted to keep the car, or if they should come back and get it. I also love the fact that they don't charge an extra couple of hundred dollars like dealers do for paperwork. They only charge the fees that the state charges for title and registration. Thats a couple of hundred bucks in savings right off the bat. I loved the fact that they delivered the car right to my home on their own flatbed truck. The car was immaculate, they do a terrific job of detailing before delivery. As i said above, it was exactly as described and pictured on their website, no surprises whatever. I have purchased and owned over 100 vehicles in my life, and i like this process a lot better than the silly kabuki dance at the dealer. 3/22/2017 update. I am 100% happy with my car after driving it for almost 5 months. A cool touch was i discovered a $25 gift card taped to the back of the fuel door when i finally had to refill my tank .Nice! read more