BUYERS AND SELLERS BEWARE!!!!!! I went through what could be described as a nightmare car buying experience with Carvana. I had a pre-approval offer that I decided to take advantage of since I've had a need for a second vehicle. I purchased the vehicle online (a Mini Cooper Countrymen) and felt the process was too easy to be true. So I reached out to speak to a REP from Carvana to make ensure everything was valid on their end. The Carvana Rep was very nice, she kindly finalized the process and gave me the address to their vending machine in Westminster to pick up the vehicle 5 days later. After that order was finalized and seen how smooth the process went, I decided to move forward with a trade-in (an Audi Q5). Also went through the same process, but this time I was having the vehicle delivered to my home and was set to arrive the day prior to picking up the Mini Cooper in Westminster. Now part of the process of having your car delivered or picked up is that you need to provide proof of updated insurance policies before they hand over keys and confirm everything from the driver's license matches the paperwork. Once all that is confirmed, you're allowed to drive off or receive your vehicle, giving you the false illusion of what appears to be the smoothest car buying experience. I had 4 days to update my insurance policies before my trade-in was set to arrive, but I decided to be proactive and updated my policies with both new vehicle information and detailed the vehicle inside and out for the trade-in. The delivery date for the trade-in was September 12th at 12 pm...I was ready, on my time, with a fresh clean vehicle, with papers in hand, ready for the trade-in. But the vehicle never arrived. I called Carvana to find out where the vehicle was and why a call was not made in advance of me prepping for the date. Carvana said the underwriter that was handling the purchase failed to close out the transaction leaving it under pending status which they can only see in their system. The rep does his due diligence to take the order and keep the process going for the trade-in and said to expect a call back in 24hrs...they never called. The next day I drive to Westminster which is 30 miles away to pick up the Mini Cooper at the vending machine. We show up on time with updated insurance cards. I was feeling nervous considering the situation I had gone through the day before, but I was still positive and hoped that was a one-time mistake. We waited outside the office for 10 mins and noticed nobody was in, but the car shop was very busy. Finally, my boyfriend decided to approach the car shop and asked the mechanics for help. Finally, an associate comes out from a back office and lets us into the building. They asked for my information and she goes to get another associate who will finalize the process. When she comes out, she says they don't see my information OR the vehicle in the system. This time I was LIVID! They said they couldn't do anything in that office since they didn't sell it to me, so they connect me to their field service hub, which who knows where that is to escalate the issues. The rep I talked to promised to carry out the case from beginning to end. She proceeded to say that there was confusion over both car sales on their end which prevented both sales from following through. She then mentioned she could help me complete the purchase for the Mini Cooper and reassured me everything would go smooth this time, she promised follow-ups and even told me to call back into the line and ask for her specifically for anything I needed while the transaction was on-going. That also never happened. It's been 4 days since still no cars and no call back from Carvana. They took all my information to make it seem like they were going to sell me the vehicle, they promised to be in touch and still not a single courtesy call has been made. I feel extremely upset for trusting an online source to buy a car, mainly because they ran my credit not once, but twice and I have 2 vehicles on my Insurance policy that were never sold to me. I spent 60 dollars to detail my vehicle, and also drove 30 mins away and back from my house to pick up a car that was never there for me. I am reaching out because I feel like they're taking advantage of customers with no intent to make customers happy as they claim. They have no intention of selling you a car and their claims of customer satisfaction are absolutely false. I want to make sure no one else goes through the same nightmare experience I went through. And also want to make sure that Carvana does not get away with doing this to customers, since they don't care to resolve issues that were brought back to them to fix with no resolution or even a callback. Now I have to update my insurance for vehicles I never received. read more

++++ Read before moving forward with buying a Tesla (Model 3) from Carvana ++++ To start I have purchased two other cars from them and was very happy with their service and concept. After buy a 3rd car, a Tesla Model 3, it has come to my attention that they are scamming these customers. This is the very reason why Elon does not want his beautiful cars being misrepresented by 3rd party dealers like Carvana who intentionally defraud their clients and rip people off. If you purchased a Model 3 from them you should double check what they sold you and the specifications of the car. Which you can easily do with the help of cross checking the VIN number with Tesla. +++ Model 3 cars that are standard range are advertised and being sold as long range cars+++ -- This is False Advertising -- DO NOT blindly trust their sales team, they are intentionally defrauding customers. Look closely The company claims that mine was a clerical error and tried to offer me $500.00 after damaging my credit and wasting hours of my time dealing with their scam. I proceeded to review their site, and quickly found 3 other cars that they were also falsely advertising as long range when they are in fact standard range. Sadly people have already purchased Model 3 cars thinking they have the long range battery and they do not. If my mom would have purchased a car from them, she would have never known how to check something like on her own, it would have been just another person they scammed and got away with it. Please remember when buying a EV that the battery does degrade over time. If you start with a car that is suppose to have over 320 miles.. in 5 years and a lot of miles.. that battery usually degrades about 10 percent from its max range.. so starting off around 70 miles less is a HUGE difference even if you don't plan on traveling with the car on long trips. read more

This was my GO TO PLACE a few years ago when I needed a car and was young and now; wow. I mean WOW I have to get a lawyer. I wanted to make a purchase. I went through the process and was ready for fees and so forth... Then Carvana had an error in their system and it took 3 days to get back to me. I canceled and decided not to go with it. Now being told an exception could be made it won't be for me because I did not cancel within 24 hours of the order date. Shipping is not refundable. Even if the cancellation was only due to their error, and was not known for 3 days of their processing ...1200 dollars went along with root insurance money for a car I never even had delivered to me...The root insurance that they do not assist you with even though you go through them to get it...The mere fact that they said it was noted to speak with a manager for an exception and then they did not give it because of a 24-hour time frame that they could not provide information. Happy for all those it went great for them as I am sure people will continue to use them, just wouldn't count on it. If I could have given 0 and still written something because I read the stories and said Naw not Carvana, I used them like so long ago and it was kinda cool, NOW LOOK AT ME (smh). As this time frame is from 10/30 the day of trying to 11/2 the day I canceled. Waited for the refund, never saw it, and called in today; to a loss at such a time of year, can't even use that to get a car elsewhere. WOW. No, I will do everything I can to fight their business growing off of things like this no matter how long or hard. How unethical of a company to do such a thing. read more

I bought my car through Carvana and everything went well except for the fact that l've realized my car smells like cigarette smoke. I knew it had a smell when I first got the car, but it was subtle enough and my sinuses kind of suck so I didn't initially put together that it was cigarette smoke. Plus just the general excitement of getting this car kind of blinded me. I tried to call Carvana and ask if they would be able to do anything about the smell because l've been quoted odor removal services and they said since I'm past the 7 day return policy that they couldn't do anything. I understand the fact that it's past the 7 day return policy, but to me this is such an easy fix for a large company like Carvana that they should be able to make an exception. I also paid cash for the car and don't owe anything to them at all which I feel should help. It's incredibly disappointing and really ruins the otherwise positive experience I had buying through Carvana. I'm not someone who is made of money so I saved for this car for a couple of years and after doing all of that and then this happening, the whole experience has been extra devastating. I would have even accepted Carvana connecting me with a cleaning company and giving me the company rate and I would pay that rate to have my car cleaned professionally, but no, not even that is an option apparently. I'll never buy a car through Carvana again. read more

It is deeply disappointing and incredibly misleading to hear Carvana's official stance: that your 'internal standards' for safety are lower than the manufacturer's requirements. You delivered a Mercedes-Benz to a family with failed brake rotors and an overdue 50,000-mile transmission service, yet you are disqualifying these repairs because they don't meet your 'used car' criteria. Let's be clear: Mercedes-Benz does not 'recommend' these services as an option; they mandate them to keep the vehicle safe and operational. By your own admission, Carvana's '150-Point Inspection' allows for safety components to be sold at a lower threshold than what the actual engineers of the car deem safe. As a caregiver for my elderly mother and 4-year-old daughter, I find it terrifying that you consider manufacturer safety limits to be 'negotiable.' I didn't buy an 'as-is' car from a salvage lot; I bought a premium vehicle from a national retailer that promised a 'road-ready' car. Instead, I've spent 12 hours at shops and incurred childcare costs just to be told that Carvana's standards for my family's safety are simply 'lower' than Mercedes-Benz's. I am not asking for a refund; I am asking you to stand behind the safety of the car you sold me. Your refusal to fix the brakes and the transmission service is a direct violation of the trust I placed in your brand. read more

Overall satisfaction is average. At the hour of scheduled delivery, Carvana rep called to delay delivery for 24 to 48 hours. Vehicle delivered three hours late after loudly complaining. Car delivered with damaged (exposed wires) charger and malfunctioning antenna. Filed warranty claim with Carvana to replace the charger and replace antenna which they did both. Called BMW regarding a service that was due in November 2019 (overdue) and would cost me $688 through BMW. Normally BMW covers maintenance when still in warranty but since I am not the original owner, BMW requires a "refresh" fee of $700 to deliver the free service under the warranty (Carvana didn't inform me of the service overdue nor the refresh cost to get it from BMW). Also, only one key available. The replacement cost is $250 to pay BMW to remove the missing key from their system so no one can use it! Not advised by Carvana about that cost. A new key costs $443 (key and programming by BMW) - no other way to get second key. Insurance company advised that if I don't have the lost key disabled, they may not cover a stolen car claim if no forced entry is identified. Not good. Although the people are friendly at Carvana, they still have procedural and administration issues to improve upon. read more

I applied on the app to buy Kia Sedona 2020 and was approved for financing. They told me I need to turn in proof if employment, tax 1040 documents for two years, insurance for the vehicle and proof of down payment so I got cashiers check. I jumped through every hoop they asked. I kept following up on the process to find many agents did not do their part nor input important information. One agent Maddie had to redo my income because the agent before her added everything up wrong 30 grand year difference then she corrected a bunch other info. I called another day for status on the manual verification where carvana calls my job and no one had done that and they input my employment incorrectly. I called few more times for status and another agent said no one followed through on mannual verification and then the next day I was denied for financing and accused of providing false info. I provided pictures of the conversation with the dispute team whom you can ONLY email. They did not give me the option to remedy their false allegations or say what was wrong. I presume carvana just slacked off on their behalf and blamed me. DO NOT GO THROUGH CARVANA they're also enduring lawsuits due financing issues as well. read more

My car deal was a very easy,simple,clear and the most convenient I have in my life, it was as easy as 1'2'3. all the advocates I spoke to accept one person were very well experienced , polite and easy talking people SPECIALLY Jaden Preshaw, I had a small but serious issue when I tried to return a 2015 BMW 750 LI that I received after one day due to a simple window issue at the time when I had to catch flight to stay away for 40 days, I didn't know that i have to have an appointment but she made it very simple to deal with specially after a had a bad experience with that person to the limit i got very nervous and I hang up on him afterwards without any help, time was sensitive n I was about missing my flight until i called again to have Jaden there like a hero. she calm me down n started to find me a solution then came back to me to tell that I can keep the car safely at my end until I come back with absolutely no coast or obligation to return it or to swap at my choice. then I got an S550 MBZ that I enjoyed driving it for 2 hours before I travel again. Carvana is a lot better n easy going more than any car dealer I had to deal with. thanks for reading my story. ehtI read more

I recently had the worst experience with Carvana. From the start, they required me to file unnecessary documents, which added a lot of hassle and wasted time. When I followed their instructions exactly, they still claimed the documents were incorrect. My accountant and I were both certain that everything was in order, but Carvana's team was uncooperative and dismissive of our concerns. Now, my money is essentially being held hostage by them. Despite multiple attempts to resolve the issue, Carvana has been slow to respond and unhelpful. Their customer service is severely lacking, and it feels like they are doing everything possible to avoid returning my money. This experience has been incredibly frustrating and stressful. Carvana's service is unreliable and untrustworthy. They are quick to take your money, but when it's time to return it, it's an ordeal. Their communication is poor, and they seem more interested in making excuses than in providing real solutions. I strongly advise against using Carvana for your car buying needs. Save yourself the trouble and look elsewhere for a company that values its customers and operates with integrity. read more

Jose gets 5 stars for attempting to help me, but Carvana I AM NOT IMPRESSED. I picked up my 2018 Honda Fit a week and a half ago. 3 scratches were disclosed on the vehicles description. When I picked up the car, that I drove 30 miles to get, it had dozens of scratches, dings, paint chips all over the car. After Jose took pictures, I was told SilverRock would be in contact within 2 days and no one has called me since. WHAT A JOKE THIS COMPANY IS!!! Then, 1 day after driving it, the oil light comes on to tell me I have 40% oil left (their supposed to give all cars an oil change before they leave the lot). 2 days after driving it my tire lights go on and I discover the car came with out caps on the tires so I am constantly losing air as I drive. SilverRock (Carvana's insurance company), the company that is SUPPOSED to be helping me, has not called me once to explain the process or what comes next. I am not a happy camper and I will NEVER be purchasing through Carvana again. Wish the actual experience was better than the commercials. read more

Ok the week has come and gone being a priority has not equated to registration being in hand or even to the state! I called WV DMV and nothing from CARVANA! Not a word from them till I call carvana myself. Then again apologies for not doing what they said they would do, so much for speaking with said management of carvana. Now they say 3 more weeks! When they sent me paperwork to sign and get back to them they said if not signed and back to them the same day my rental car would be canceled. If only they lived by the same rules and would take back the car they cannot or are to inept to register, with the same urgency. So the car sits in my driveway parked for 2 months now, while I pay monthly for it. Really anyone is crazy if you purchase a car from them. The purchase itself was easy but the registration of the car has been horrible!!! Unacceptable! read more