Carvana

If I could give a negative score I would, I HIGHLY, HIGHLY, HIGHLY recommend that you DO NOT use Carvana...

My experience:
Looking for 2013 Toyota Tacoma in January, give Carvana a try. Place $100 (refundable) deposit to "hold" a truck that was in process of being "evaluated".

At same time, put my car (2015 Mazda CX5) on their site to sell-was offered very high value.

Toyota was to be delivered by 2/2. For "ease", switched to "trade-in" for my car toward truck.

Waited for notice that car would be available online to view. (Never came, I found it myself)

Got notice that delivery wold be delayed. Began process of trying to contact someone, anyone, at Carvana that could help me understand what was going on. Was told car would be delayed another 2 weeks.

Found out that car had been damaged in transit (broken rear light, rear bumper damage, front bumper damage) and that it would be "weeks" before it was repaired.

Continued to speak with "Executive Resolution" at Carvana. Carvana started at $150 in "compensation for my trouble", by the end of the nightmare, they offered $500.

Car was delayed another 2X. Was told that tax season "rush" was upon us and Carvana had a lot of customers to fulfill orders (just not customers who were waiting).

Car made it to Richmond CA distribution center after taillight repair and bumper repair. This time, I was told it wasn't passing smog. Jonathan, carvana rep I spoke to in Richmond told me he would NOT go through with sale, recommended I not buy car. Then later said they had "reprogrammed computer" and car passed SMOG.

Another few hours on phone with Executive Resolution and car was to be delivered "next Day".

At this point, delivery had been scheduled and re-scheduled 5X--which means that Was filling and re-filling all financial paperwork 5X and re-submitting. Also having to re-submit to my insurance that coverage would end on Mazda I was selling to Carvana and beginning coverage on Toyota I was buying.

Car delivered. Jonathan, delivery driver stated that car was not properly cleaned and offered $100 compensation to get it detailed(we are now at $600 compensation from Carvana).

Spent 30 minutes filling out all DMV and sale info with Jonathan, asked him MULTIPLE times if there was ANYTHING I needed to do with DMV--"No, Carvana takes care of everything" was his response.

Got call from Carvana later that day stating that they "forgot" to get Toyota weighed and it was my responsibility to find a weigh station, get it weighed and then drive physical paperwork to their location 40 miles away. But hey, they would"reimburse me" for that too.

Took time off work, got truck weighed, paid for weigh, drove 80 miles round trip to their location in Richmond where Jonathan and his "manager" photocopied my weigh receipt and said "reimbursement has been entered, you'll get payment next week".

2 weeks went by, no reimbursement (neither the $500 that was going to be "FedEx Overnighted" after 7 days was up, or the $100 detail and $20 weigh slip. Another several calls to "Executive resolution" and checks were all sent following week.

2 MONTHS LATER- get notice from DMV that I owed $400 in late fees for not registering Mazda I sold to Carvana.

Begin initiating contact with Carvana (again)--using online web chat, go a rep that took all my info and said they would be right back-never heard from them.

Called Carvana, spent 40 minutes on hold, then another hour with customer service rep who kept,"escalating to her management team". Finally asked to speak to her supervisor. After another 20 minutes, Joshua Hernandez came on and offered to "be my partner in working "together" to solve issues. What that meant was he would be there if I needed to call after I took more personal time and went to DMV.

Joshua did confirm the following:
Carvana DID NOT notify DMV of sale
Carvana was misleading in stating that they did take care of everything
Carvana DID NOT transfer info regarding sale of my Mazda to DMV

Thankfully Joshua promised to hang up on me several times when I pointedly asked what Carvana was going to do with regards to solving the problem and contacting DMV themselves. He was fully dismissive of the issues and my frustration and the fact I questioned how we were "working as a team" when in fact, I would AGAIN be taking hours of personal time to do the job Carvana was suppose to do, but was now my responsibility.

It should also be noted, that after the 7 day return policy was up, I finally got around to trying to diagnose the odor in car, and found that the cabin air filter was filled with fur, feathers and nest materials and the filter itself was worn through.

To note:
Do NOT trust Carvana
Do NOT trust their 150 pt review (it is patently false)
Do NOT trust that they will do ANYTHING with regard to properly handling paperwork with DMV
If you do have issues-be prepared for HOURS of your personal time working with their "Executive Resolution" and prepare to repeat your ENTIRE story EVERY TIME.

I am beyond frustrated, angry, embarrassed and upset that I thought the service would live up to its commercials/sales pitch. IT DOES NOT.

Never thought I would regret NOT going to a car dealership.

I contact Carvana last week and Carvana sent me an offer for my 2012 Toyota Camry SE totally loaded / leather, moon, Charcoal gray, Excellent condition, 2nd owner and they, They offered $7,644.
Kelly Blue Book is $12,142.

Your vehicle
2012 Toyota Camry
SE Sedan 4D
117,000 miles

They have one for sale with 5,000 miles less for $14,990.
They DO not negotiate price. They really want to Cheat & Steal your car and mark it up 100% or DOUBLE what they pay for it. Check your (KBB) Kelly Blue Book Value's. I was in the car business for 20 years and worked for multiple franchise dealerships (Ford, Toyota, Nissan, Mazda, Subaru) as a Sales & Fleet Manager. READ Consumers Reviews before you BUY or SELL a car to these Jokers, Gangsters & Crooks...
Carvana doesn't believe in Fair pricing, Cheating the Public and making 100's of Millions, oh, I meant Billions!

Carvana has a consumer rating of 1.69 stars from 50 recent reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Carvana most frequently mention customer service and next day problems. Carvana ranks 197th among Car Buying sites.

READ the short summary about the TRUTH and FAMILY HISTORY OF FRAUD and taking advantage of customer's. Like Father like Son.

Ernest Garcia III is CEO of Carvana and owns $600 million in Carvana shares, his father is the company's largest shareholder and they have full control due to their super-voting shares.

In October 1990, Ernest Garcia II, then a Tucson-based real estate developer pleaded guilty to a felony bank fraud charge for his role as a straw borrower in the collapse of Charles Keating's Lincoln Savings and Loan Association. Garcia "fraudulently obtained a $30-million line of credit in a series of transactions that also helped Lincoln hide its ownership in risky desert Arizona land from regulators. "Garcia spent three years on probation, and he and his firm filed for bankruptcy.

In 1991, Garcia bought Ugly Duckling, a bankrupt rent-a-car franchise, for under $1 million and merged it with his own fledgling finance company, and turned it into a company selling and financing used cars for sub-prime buyers with poor credit history. Garcia took the company public on the NASDAQ exchange in 1996, trading under the ticker "UGLY". In 1999, Garcia was involved in six lawsuits alleging he had "abused his position to profit" from a real estate deal where he ultimately acquired 17 company properties at a 10% discount. In 2002, Garcia and the former Ugly Duckling CEO, Gregory Sullivan, took the company private and renamed it DriveTime.

As of April 2021, Garcia's net worth is estimated at $15.9 billion.

Carvana LLC has 2498 total complaints BBB (Better Business Bureau) in the last 3 years.
READ Them for yourself...

Would you Trust these guys?
City News Service / San Diego - August 7,2021 Online vehicle seller Carvana will pay $850,000 to settle a lawsuit alleging it was operating in California without a dealer's or transporter's license.

I paid $100 to "call dibs" on a car. Once it had passed their inspection, I started the buying process, still within the time frame of placing the car on hold. I received a confirmation of my order, and proceeded to upload the documents Carvana asked for. I spoke to a customer service rep who confirmed the documents had been reo. I then received a call by a rep asking me to update my delivery address and resubmit a couple of pictures. This was on a Wednesday morning. The email confirmation said I had until Friday morning at 8am to submit al the paperwork and my 10 day been payoff quote for my trade in. I resubmitted what Carvana had asked for on Thursday morning and when I got off work at 6:30pm on Thursday, I called to verify everything had been received. The rep I spoke to told be the car I had paid and had received confirmation that I was buying had been sold to someone else and there was nothing she could do about it. She tried explained that the rep who had called me released the car and had not placed a "lock" in the system so someone else was allowed to purchase the car. She apologized several times and told me the rep made a mistake and said she would get a supervisor on the line. I waited on hold for over a half hour and she was never able to get a supervisor. She said she would have to submit a ticket since Carvana had made a mistake and that a manager would call me first thing on Friday morning. I never reps call on Friday so I called back. Same sci. The rep could not get a hold of a manager. Again, apologized and said they would give me a discount on a similar car and that he would look through their inventory and have a manager call me back. It has now been a week since my car was sold out from under me. I have not received a call back, nor a refund for the money I paid to "call dibs". I would stay clear of Car an a and not waist your time.

Vehicle was delivered on August 27th 2021. According to the Carvana dashboard the paperwork was sent to the Secretary of State for the title and license plates on 9/4/21. On 11/1/2021 I called both the Secretary of State and Carvana to find out where the title and plates are. I've been calling Carvana nearly everyday for the last 2 and a 1/2 weeks and I have had no satisfaction. The Advocates make False promises of looking into the problem and calling me back. Well that has yet to happen. My temporary plate expires on
11/25/21. What started out as a great experience has turned into an absolute nightmare. It shouldn't take 2 and a 1/2 weeks for Carvana to figure out where Carvana fell through in sending the appropriate paperwork and fees in to the Secretary of State. Still waiting for them to get back to me. I do not recommend purchasing a vehicle from this company.

Trade in pick up was a piece of cake, delivery the same, but after that, it went to crap. Why do Carvana even do a 10 day payoff when they cant start it till after 7 day buy back, been 8 days, my trade in payoff hasnt arrived yet, that's 15 days, no CSR knew how the third party vender processes payment, one said definitely before 10 day pay off, one said electronic in minutes, one said overnight, no one got regular mail which is how they do it, which isn't very smart, I'm at 15 days, I followed all directions, turned in signed doc asap and correctly. So now I've got to make another payment, wonder how long before I get paid back the overage for the payoff? If payoff is this bad, I read the nightmares of getting your tags, some have to park their car and wait after expiration, CSR said if it goes over, they will submit for extension, will wait and see. Like I said paperwork is just as bad as buy here pay here. If they can fix the after 7 days quicker and organized, will blow going to a dealership away, that was the easiest part and no salesman and manager. I would ask those questions, and hold them to it.

Wow. Just wow. The car was delivered dirty with mud on tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, and the passenger windshield wiper arm was misaligned. Someone sprayed the driver door arm rest with black spray paint (this is on a $60,000 when new car)! The rims were spray painted (poorly), and had silver over spray on the rubber valve stems! WTF. There was a 780 mile discrepancy on the odometer from when the photos on Carvana were taken until the vehicle was dropped off in my driveway. I purchased a new tire online ($250.00) and had it installed, a new mirror cover from Audi ($42.95) that I installed, and bought a wiper arm puller from Advance Auto ($15.99) and removed and realigned the wiper arm in my yard.
SilverRock did reimburse me for the tire and mirror cover I purchased, but I never should have to replace those items on a new vehicle purchase. The 150 point checklist by Carvana before the vehicle left the facility obviously was not performed on my car. My head hurts from reliving the traumatic experience that I endured from this vehicle purchase. I honestly lost count of the number of times I called and rehashed the buying scenario with Carvana advocates. Now I am dealing with registration issues and questions that remain unanswered by Carvana advocates. I cannot, with a clear conscience, recommend that you purchase a vehicle from Carvana. I understand that hiccups happen in the car buying process, but this entire ordeal was nerve wracking and frustrating.

First off, I would like to give 0 stars but that is not an option. I had delivery scheduled for 6/11/21, that got canceled because a driver called off. How is that acceptable and my fault because Carvana had someone call off? It's not. Then, they say everything is fine and will delivery it a week later. Now, I have to take two days off of work. So, the week goes by, the day before, I get a phone call saying that my delivery is delayed... AGAIN. This time their excuse was that there wasn't enough room on the roll back truck to deliver my car to the hub center. This is ridiculous. If you need a car, just go to a dealership and get one there. Still waiting on the car, lets see if they deliver it on the new date ANOTHER WEEK from the already rescheduled on.
If you are from Carvana reading this. Get my car to me.
Chris Bagley. Reach out to me and get it here.

Purchasing a vehicle from Carvana is hell.
1) There are multiple individuals who have access to your account.
2) Carvana will ask you to upload the same information a thousand and one times; with added request. Example: I was asked to upload my insurance information multiple times { I did} I even sent over the declaration page. However, that still wasn't good enough. "The Carvana Team" {because it is never one particular individual} wanted my insurance information to have the NAIC code; even though they had my insurance cards along with the declaration page.
3) I was asked to verify and prove my residency several times. Even though they had already delivered me a car to my residence that I had to return { that was a whole other nightmare} back to proving my residency I was asked to upload an utility bill { I did} a phone bill { I did} drivers license registration { I did} the same identification documents that I used to purchase the vehicle which I only had for five days and returned was suddenly not good enough. Why do I have to keep uploading the same information over and over again? Why am I being requested for additional information that was not required previously; less than a week ago? Why is Carvana's purchasing policy "different" for each vehicle? Any other car dealership have the policy across the board. I was told " We do things differently" well differently doesn't always mean better. In this case different is not better. Carvana sends their customers through hell to purchase a car - HELL. I am serious avoid at all possible purchasing a vehicle from Carvana.

I put money down (fully refundable) and a hold on a newly listed vehicle on Carvana. A bit overpriced according to Kelly Blue Book & Car Gurus, but what I wanted and Carvana valued my trade at a bit more than I expected. The vehicle to be purchased has a rather high demand and received numerous additional "holds" over the next few days

The listed car would be "going through inspection" and I would be able to complete the transaction when that was done. My trade price was valid for 7 days. I secured a loan on the numbers they gave me.

I began calling after 4 days to complete the transaction- was told the vehicle not through inspection although it showed on line that it had passed the 150 point checklist just did not have the final pictures of imperfections. On the 6th & 7th day, they did not know when the inspection would be completed - I stated I wanted to lock the transaction price = they said my trade value should not change, in fact it could go up.

On they 8th day (a Sunday) I received notification the deal was ready to complete but they would have to redo my trade in. No condition change and it had fewer miles than I had estimated in the original submission. They re-evaluated it ~10% than less, but the new price would be valid for 22 days.

I firmly believe they delayed the final inspection report so they could maximize profit on this transaction for a vehicle in demand. Guess you can't blame them, but I believe they miss led and lied to me.

First, I loved browsing all of the cars available. There were over 14,000 cars to choose from. There were so many options in order to filter the searches. I always used, leather, sunroof, gps navigation, V6 engine. There were about 900 cars that fit the description. Ultimately, I settled on a 2015 BMW 535. The price was $23,900 and I only put $1,000 down- no trade. At first I was leary about putting my sensitive personal information online, because of past experience, plus a copy of my drivers license. However, everything went off without a hitch. There are a few options for delivery of your new vehicle, which was very convenient. I chose the delivery to home option. Eight days after I paid for the car it was delivered to my front door. I test drove my Beemer and that was it! I had 7 days to return the vehicle but there was no way that Baby was going back. Best experience Ive had buying a vehicle. I give Carvana.com a perfect 5 stars.

Carvana are great at selling but there is NO support. Bought my truck June 4 and waited 3 weeks with no ship date. After leaving bad reviews they called and said it would ship the next day. They called 20 min later and said they had dented it. Another week and half and it finally shipped. The temp plate they sent me expired soon after I got the truck and now I cant use it. Nobody at carvana knows where my plates are. Unbelievable they are still in business. Save yourself the headaches and go see a dealer, they know what they are doing.

Carvana sold me a car that was already sold. I purchased a vehicle with Carvana on July 13th to be delivered on July 18th. My bank requested images of the title on the same day before theycould verify funding. I received multiple calls from Carvana representatives over the next few days saying that I needed to submit my bank method of payment or my delivery date would be pushed back; each time I explained my bank was waiting on Carvana. On July 17th, I received a call from Montel who said that my delivery date would need to be pushed back by no less than a week because Carvana still hadn't received verification of my lender funding method. I informed him just like everyone else that my bank was waiting on Carvana. So, he looked into the matter and called back letting me know that the vehicle I purchased had been sold at an auction on June 30th. To make matters worse, I was only offered a $250 check for the inconvenience, if I kept a vehicle past the 7 day money back guarantee date.

Purchased a vehicle and I received it scratched by the driver because he was the one who told me!
Took it to the auto body shop in which Carvana told me it could take 2-3 days. Silver rock is the claims people for this so I called inquiring about a rental. I was told it only covers $40 a day. Enterprise is $98-130 a day! Silver rock said carvana needs to cover the remaining balance so I called carvana and they told me it is silver rocks responsibility to pay. I filed a better business bureau complaint and was offered $100 not a day just $100. I refused and called silver rock and told them what carvana told me and also filed a better business bureau with them and this time they told me that because it's just cosmetic they would just pay the $40 a day. Just cosmetic that I did not do! I wish I would have never gone this route with purchasing through carvana! I would NEVER recommend this place to anyone

My husband found a car he liked on Carvana and paid a $100 deposit to "reserve" it. He was told Carvana would bring the car to him for a test drive within 3 days. After 5 days he called and was told the car "has already been sold". Also, Carvana had been unable to supply pictures of the actual car supposedly for sale, which seemed very fishy. And the icing on the cake? Turns out the $100 was NON-REFUNDABLE, although it does NOT say that anywhere we could find. Run, do not walk away from Carvana.

I purchased a 2019 Jeep Trailhawk on 6/21/21, Carvana were supposed to transfer registration. Placed in documents, called their agents, and even gave a copy to the delivery agent. They sent me a new tag that cost me an impact fee for new registration. I called and they sent me to DMV, DMV said no, because Carvana hasn't released in system. Ok, called carvana back, they claimed it was now released, waited 4 days and went back to DMV, no they haven't released. Grrr, so frustrating, considering the Jeep has been at dealer for a week of the three weeks of ownership. Their inspection process or inspectors missed a major exhaust leak, wtf? So just got Jeep back today and it's running fine, but really, an exhaust leak? When I asked what the noise was on delivery, agent said 4WD models are louder, BS. Long story short, I'll never do business with them again.
PS, both dealer and DMV said the same thing, no surprise for them, that's carvana.

I bought a Mercedes C class at the end of July. I love the car and the purchase was smooth but the car was delivered with white spots all over it. There was also a scratch that wasn't disclosed so there was a claim created for the scratch. I took the car to a car wash and the white spots are still there. Carvana need to be buffed in order to come off. I added this to the claim with the scratch and it was denied. Now I have to pay out of pocket $200+ to get the car detailed. Very disappointed with how the car was delivered. I should not have to get a car I just bought detailed. Tried to reach out to Carvana with no help.

I purchased a car from Carvana and less than 24 hours before delivery I was notified by them that there are two warning lights being shown and do I want to receive the car. I investigate the cost to rectify the warning lights and found cost repair was $1000. 00
Carvana would not pay the amount to independent Mini specialist.
I refuse the car and it was back on the market to sell to next victim that evening.
So much for the 150 point inspection.

I purchased a vehicle from Carvana on January 29,2017 and was provided a clean Carfax report without any accidents or other damage. In December 2019 I decided to trade in this car and purchased a Carfax report to verify the Carfax report provided me by Carvana on January 29,2017. I was shocked to see that Carfax had added a "Damage Report" dated 9/27/2016 or 4 months before I purchased the car from Carvana. In other words Carvana had sold me a damaged car. I contacted Carvana and sent them the copy of the Carfax report with the 9/27/2016 "Damage Report". Carvana's response was to offer me an amount $3000. 00 less than the KBB average trade in value for the car without this late inserted "Damage Report". This was a high performance luxury car that Caravan had priced accordingly. My recommendation to anyone is to stay away from Carvana. Carvana cannot be trusted to stand by their cars. I'm sure that if I had bought this car from a local dealership I would have been treated more fairly. NEVER BUY A CAR FROM CARVANA.

So, when I first signed up to buy a car with Carvana, I was excited about how easy it seemed. The price and interest rates seemed high compared to Kelley Blue Book and Edmunds predictions, but I had no working vehicle and was stressed to the max, so I went with it. Once I completed the sale online, I was contacted almost immediately and had everything confirmed and had a confirmed delivery for 10 days from the day I purchased the vehicle. After this I had contact from staff several times either over the phone or via text and email confirming my purchase and delivery. I spoke with someone over text regarding my autopay settings and was sent a link to update them but then explained to the person that I wished to do so after my down payment was taken out as I wanted my payments to come out of a different account and was told that was fine and to use the link whenever I needed to. So, the day finally comes, and I leave work early to go pick up my car about 30 minutes away as Carvana said they could not deliver it to my house because it was outside of their delivery radius (not what the commercials say, but ok). I had a friend take off work to take me. We arrived about 10 minutes early and after waiting for 15 minutes, I tried calling customer service as no one had shown up yet. The wait to speak with someone was 30 minutes and I was put on hold and then the call was dropped, so I had to call back again and wait another 30 minutes for someone to pick up. I decided to send a text during this time to see if I could get an answer from someone quicker and was told via text that my vehicle was somehow opened back up for sale when the autopay link was sent (I was not notified at all and had a text the day before and 3 days before about my delivery) and was currently already being sold to someone else. After being put on hold again and having my call dropped for the second time, I called a third time with still no vehicle in sight. After being on hold for an additional hour and 15 minutes (now almost 2 and a half hours on hold), I finally spoke with a manager who said that even though I had signed contracts and purchased insurance on this vehicle, there was "nothing" they could do and he could help me search for another similar vehicle with the most he could offer for their mess up being $500. At this point I was done as it was 8pm and I was emotionally and physically drained. I called back the next day, on hold again for another 30 minutes, and spoke with another manager who offered me the same thing and said there was nothing they could do. I then found a vehicle that was the same year with 7k more miles and was advertised as having a better trim but was priced $1k more so I asked why it was so much and they explained that it was an in-depth process to their pricing and they couldn't negotiate. So, at that point I just needed a vehicle and decided to go with that one since I could get it within a few days. I purchased the second vehicle and was told it would be another week until I got it delivered. I was going on 2 weeks without a car as a single mom, so I asked if it could get delivered sooner and was told no, not even as a courtesy to their mess up. So instead of getting it delivered I took a day off work, bought a $100 bus ticket, and rode it for 17 hours to get my vehicle. Everything went pretty smoothly when I picked up the car, they even threw in a $50 Visa Gift Card as an apology which was a nice gesture but felt like a slap in the face after having to spend much more to get a car that I didn't even originally want. A few days later, I was trying to figure out the Bluetooth in my car (which they had advertised it as having) and noticed that not only did the car not have Bluetooth but it was not even the same trim they had advertised it at. The trim I had was priced a whole $2k lower than the trim they advertised it (and sold it to me) as. I called immediately and was told they would look into it. I was called a few hours later and offered a $500 apology check for my experience and was told that they were still looking into the pricing. I was called the following day and told that the price was correct it was just the posting that was wrong even though all data and research proved the price was not correct. Needless to say, I will never do business with this company again and will speak out against them as often as I can. They do not try to work with you or be flexible and if they mess up, they make very minimal attempts to fix it. They are a heartless company who's only goal is to make as much money as possible regardless of who it affects. Please do yourself a favor and go with someone else.

I went to Carvana dealership in Lawrence Township NJ with an appointment and an estimate of $7886 for my 2006 Lexus. Gave Saleswoman my VIN. Saleswoman ran a "check" on the credit rating of my car through Experian. Then proceeds to show me a report that there is a mileage differential when registered in NJ and so the mileage on my car could not be trusted. She said I had to go to DMV and straighten it out as it would result in "thousands" of dollars off value of car. She also said it could take 3 months to clear the problem. I asked for a copy of the "report" she was showing me and she stuttered and said she couldn't give me a copy. I left and called Lexus dealership in Doylestown. Chris took the VIN number over the phone and offered $8000. I went right to the dealership, Chris inspected my car, and wrote me a check. All in half an hour. The Experian credit check is a total scam to get your price lowered by "thousands". My car was originally purchased by my mother and then I had it. There was no mileage deception. I will be reporting this fraudulent business practice to the authorities.
Go to a dealership with a good reputation!

Worst customer service I have ever seen in 53 years. Purchased a truck two weeks ago and so far Carvana have canceled the delivery at the last minute three times. All I kept hearing from customer service was transportation delays but they could not give any further details. I missed out on working overtime and lost two half days vacation waiting on delivery. Do yourself a favor and go to the dealership, Carvana is not ready for prime time.
***update***
Truck showed up, rusted rockers and leaking pinion seal…for $25k I think not. Refused delivery and went to the dealership and found a nice new truck for less than their junk!