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

I have a good fate dealing with Carvana. Back 4 years ago, I tried to sell my 2011 Honda Accord. At that time I had quotes from 3 vendors: Vroom.com (TexasDirectAuto), CarMax, and Carvana. Carvana offered the best price. I was going to proceed with the selling experience. But, my brother needed a car for his daughter, so I did not proceed /w Varvana. Then this week - JAN-2024, I had another 2014 car, which my daughter no longer wants/needs. And Carvana offered me a fair price. I looked at Kelly Blue Book, and few used car vendors. The prices are all over the places, depending on many factors, supply-demand, etc. So, since I think the price Carvana offered me is fair. This time, I did not bring to CarMax to compare prices, and just proceeded with the selling process of my car to Carvana. And it was a very easy & smooth transaction. All I did was accept the offer price, and uploaded pictures of car's title, my driver license, and picture of odometer. Next I opted to use paper-check for payment. Then setup appointment date to deliver my car. Since Carvana vending machine is only 12 miles away from my home, I drove to Carvana. Once arrived there, they already have the check pre-made. I handed them 2 keys, removed ez-tag, removed all personal belongings, and put back the original manuals that came with the car. The guy re-verified mileage, re-verified my DL, and snapped a few pictures of the car, and handed me a check. That was done. Nothing is more more easier than this. Yes, I could sell my car to private party, and should get a better price. However, the trade-off is I have to deal with advertising, wait for people to come to see car, and haggle with them for prices, as well as other risks. So, I just let Carvana, the professional in flipping cars business, to deal with. So far, I have a good experience selling car to Carvana. In future, if I have a need to purchase used car, I may try to buy cars from Carvana as well. read more

I have been trying to purchase a car currently. I'm also trading in my current car. This has been the most frustrating process ever. The first time I bought from Carvana, it was great, so this is why I wanted to go back. However, this experience sucks this time. I've been asked to reorder my car now, 3 times. Re schedule my delivery 3 times. I am highly frustrated at this point. now that I'm on my 3rd delivery I have to wait another week to receive my car. so, at this point I asked if I could just go pick up my car instead as waiting like this is just ridiculous. They responded with "I understand you want this vehicle ASAP, and you are willing to pick it up. Since our delivery hubs are not customer-facing, I am not able to offer this as an option at this time." Are you serious? This can't be real? I've already signed the paperwork.. this car is mine. Having to go through this process 3 times now has made this extremely irritating and being told you can't go pick up your car is even more. They canceled my delivery date for today because they said my payment hadn't fully been processed. However, I could see on my bank account that it had completely processed, the day before. Then this morning, they emailed me saying my payment was processed.. are you fucking kidding me?? I could've had my car this morning, like planned! Anyway, if you go with Carvana, be prepared to repeat yourself a million times and none of the associates will go out of their way to help you. read more

The experience was outstanding. The transaction from every customer service rep to the delivery team was seamless. Everyone I dealt with were friendly, professional, caring, understanding and super knowledgeable. Not only was the team/experience fantastic so was the car. It was in pristine condition and had a full tank of gas! I have owned over 30 cars and will never buy from a dealer again. I am a retired marketing and sales executive oversaw these areas for multi-billion dollar companies. The was the best trained team I have ever encountered. You have an awesome company/brand and I plan on buying Carvana stock. I'd like to share one aspect of my experience. While on the phone with Racheal, my new puppy started to bark and play making a lot of noise. I apologized to Racheal for that and she laughed it off and said no problem. Well... at delivery time the team presented me with a wonderful puppy basket full of goodies courtesy of Rachael. It actually brought me to tears that the team was so vested in me a a person and went to such lengths. I have attached a pic of the delivery team (Bailey, Amber and Zanquelle), my car, the goodie basket and of course, Sky my new puppy. And a big thank you to Racheal as well! Feel free to share this email and pic in any way. Thank you so much! read more

This five star review depends on your feelings about the traditional car buying experience. For me, the worst part about buying a car is being hassled by a salesman, followed by the long wait when completing paperwork to get out the door. Carvana sounds like an insane concept: buying a car online and having it delivered to your door but the whole experience for me was amazing. From searching for cars online: The 3-D walk-through and indicators with closeup photos of any damages; The details provides including instant access to CARFAX reports, and the buying process was a breeze. It was shipped and arrived within a few days of purchasing and even though you sign a contract, you're not obligated to the contract until 7 days after delivery. Giving you a chance to test drive and have the car inspected before the contract goes into effect. The prices felt a little higher at caravan than at other places at a first glance--but I didn't verify in great enough detail if the other cars I looked at were truly comparable to the quality I ended up with (i.e. model, year, mileage were similar but the cars and background of the other cars were still unverified to be similar). I'm super happy with the car, it's quality, and the price personally! read more

I handled the entire process completely online. The trade-in value was a little higher than the local offers, but most importantly, I found the exact car I was looking for--in 9/10 condition for a 10-year-old car! I also had the car delivered since they were picking up my trade-in at the same time. I do feel the delivery charge could have been a bit lower, but overall, the purchasing and trade-in process was straightforward and very efficient with my time. After shopping around at local dealers and going through that whole experience, I know I paid a small premium with Carvana--but I completely avoided the endless automated texts and calls from dealerships. For me, that was absolutely worth it! A special shout-out to my delivery/pick-up driver. She was the perfect blend of chatty and get-it-done--super friendly and explained the entire sale and trade-in process really well. The car arrived spotless and polished, exactly as the pictures and description showed. read more

I was so apprehensive to purchase a vehicle online, but Darrell Haggins was the best. He was very detailed and supportive from the moment the purchase process was initiated until the delivery of the vehicle. He explained how it would operate and keep me updated on every step. He completed all the steps of the inspection and was honest about the issues that came up as he explained them to me. He worked diligently to prepared my vehicle so that when it came it was in great and clean condition. He was so caring and responsive when I told him it was a Sweet 16th Birthday gift for my daughter. He ran out to purchase come items to make it very personal for her! Before he drove it off the truck, he wiped it down to make it all sparkly and clean. I am very grateful for his attentiveness to the details. He calmed my fears and I will definitely recommend Carvana to my family and friends as well as purchased again!!! Thank you Darrell Haggins! ~Sarah S. read more

I went to local dealers with a price in mind for the trade of my car. the dealers did not come close to what carvana offered me. I didnt want to go thru what I believed would be a hassle selling it to an online only company.the whole idea of it seemed like there would be some catch. I was completely wrong. carvana took care of everything. once I accepted the offer( which was almost 8 thousand over what the local dealers offered) I was given multiple dates and times to choose from starting on the next day. they arranged to have the documents notarized via zoom call and arrived exactly on time for our scheduled appointment .The carvana employee was friendly, professional and knowledgeabl. he answered all of my question and In a matter of 30 minute all papers were signed, I was given a check and we were both on our way. easiest process. I never had to leave my home. I would recommend this to anyone looking to sale their vehicle. read more

Can't say enough good things about CARVANA After an awful experience with Carmax (who I initially went to as they were nearer) I went to Carvana. This experience was like eating prime steak after trying week-old hotdog . Carvana had excellent fast communication, both on customer service telephone and in their office; their staff were friendly, knowledgable and HONEST Carvana kept to the valuation they had given my car on line. ( My car was in truly excellent condition and exactly as I described it ) Papers signed in a few minutes , then they paid for my Uber home. Note - Carmax who saw my car the day before had low -balled their own initial offer by nearly $3,000 Before this Carmax had confirmed an appointment by telephone and E mail, so I had driven up to their location to be told "we're closed" ! Hope this helps - the choice between these Companies is an absolute no-brainer ! read more

My experience with Carvana was very smooth. We bought with cash, so cannot speak for the loan experience. You can easily find a similar car for cheaper at some local dealership, but the peace of mind that Carvana offers is probably worth it. In addition, I got a good value for my used car in return so that was a plus. Buying used car should really be this easy and fast in my opinion. Not sure what criteria they use to bring the car to you, but we did not qualify and had to drive to the vending machine instead. However, the experience of the vending machine is something worth driving there. In some online videos I have seen, the car comes all the way in a bay near you, but for us the machine just brought it down and someone drove it to us, so that was a bit of a downer. Could be they are trying to save costs in every way possible? read more

My Ode to Carvana, for all to see....I'll admit...this brings me much glee! As we sit in this two bedroom household of ours, Carvana stuck us with an oil wrenching burning car. A family of three, and baby four on the way, we asked Carvana to fix the car...no way they said, and screw your car. Driving for Uber, driving for Lyft, my man has to drive so very far.....we really need a dependable...friendly environmental car. A family of three...with baby four from heaven...on its way, on food stamps...as we ponder why.... we learned our lesson...Carvana stuck us with this fat rotten lemon. Waiting for what is right, Carvana has forced us to fight. Of all the Austin Uber and Lyft customers...that ride around town...in his oil wrenching burning Carvana car...my man, will let them know....how Carvana has let us down. read more

Car was exactly what I wanted and the process was very easy but I am disappointed in the condition when the vehicle arrived. Online pictures showed one "light scratch" on the driver's side door but when the vehicle arrived there were significant scratch "repairs" on both sides of the car and the hood as well. Looks like a very amateur job, didn't even try to match the paint and they are multiple large spots, very noticeable. SilverRock said it was "normal" wear and tear and did not fix it. Really disappointed that they did not disclose this ahead of time, even the guy who delivered it thought it looked terrible. Also disappointed in the fact that there is no real process to address this, customer service is pretty nonexistent after you have purchase a vehicle. Where are the customer advocates after the sale? read more

I'm moving to other state and have only few days to pack and move with a U-Haul rental truck. I decided to sell my 2020 Dodge Grand Caravan here and buy a new one in California instead of taking it with me and have to go to lots of process of transferring that I heard California have their own system yo do smog test etc. I spent only one day to contact Carvana online to sell my car. After provided all information they need and schedule a drop off the next day. It's simple just that. I got my check right after dropped off. they said I can do mobile deposit in few day on the way I drive rental truck from Houston to California. The process is very simple. The person who handled my dropped off was friendly and nice. I don't think selling a car will be simple like this. Who never had this experience should try. read more

The car listed was never in stock. Bait and switch to get stuck with their financing. I found a vehicle that I really wanted so I moved forward with Carvana financing and followed through with everything on my end. I received an order confirmation with a set pick up date. So I went ahead and purchased insurance. I check back in with customer service about a week later because I hadn't heard from anyone since my order was confirmed. Come to find out they sold my my car to another customer. The robot sincerely apologized. The End. - Carvana Financing can't be used elsewhere. So your stuck with their offerings if your vehicle ends up not being available. -Customer Service reps are robots. Preconfigured to annoy you with useless answers before you can get to an agent. read more