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Carvana Review

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Reviews 4,309

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Michael Graw
Michael Graw
May. 03, 20214 min read

Carvana summary

Carvana is an online marketplace with a selection of nearly 30,000 used vehicles that also offers an auto lending program for purchases. Before you shop with Carvana, you can pre-qualify to see exactly how much any vehicle will cost you. There is no minimum credit score with Carvana, making it a good option for buyers with bad credit.

Pros

  • No minimum credit score
  • Pre-qualify for 45 days
  • Shop 30,000 used vehicles online

Cons

  • Funding only available if you buy from Carvana
  • Higher interest rates for excellent credit borrowers
Carvanaat a glance
4.6

Editorial score

Online experience

Good online resources, but no access to rates

4.0

Customer services and support

Multiple ways of reaching lender, wide range of hours

5.0

Loan Types

Offers most loan types

4.0

Repayment Flexibility

Offers flexible repayment plans & the option for special repayment programs

5.0

Eligibility (credit score)

Accepts all credit types

5.0

Carvana Carvana View Rates

Suitable For?

Carvana auto loans are a convenient way to fund your purchase if you’re buying a used vehicle through Carvana. This online auto marketplace has a selection of nearly 30,000 vehicles and can deliver your car straight to your door. While you can use a third-party lender to finance a purchase through Carvana, using Carvana’s auto loan program makes the purchasing process seamless.

Another benefit to financing with Carvana is that there is no minimum credit score required. As long as you make at least $4,000 per year, you will likely qualify for a loan.

Features

Carvana offers loans for used vehicles sold through Carvana exclusively. You can pre-qualify for a loan using the online application, which only involves a soft credit check. Your pre-qualified loan offer is good for up to 45 days, during which time you can look for cars on Carvana and see what your down payment and monthly payments will be for each vehicle.

  • Pre-qualify for 45 days with a soft credit check
  • No minimum credit score required
  • Compare down payments as you browse vehicles
  • Borrow as little as $1,000 or as much as $85,000
  • Repayment options from 36 to 72 months
  • No prepayment penalty

Application Process

The application process at Carvana is entirely online. You can pre-qualify in less than 2 minutes simply by filling in your personal information and allowing Carvana to run a soft credit check (this doesn’t impact your credit score). Your pre-qualified offer is valid for 45 days while you shop Carvana’s marketplace. Once you select a vehicle for purchase, Carvana will run a hard credit check and finalize your offer terms.

Loan Types and Terms

Carvana only offers auto loans for used vehicles purchased through the Carvana online marketplace. You cannot get financing from Carvana for a third-party vehicle purchase.

You can borrow as little as $1,000 with Carvana or as much as $85,000. Interest rates range from 3.90% to 27.90% for borrowers with bad or no credit. Your down payment and monthly payments will depend on the vehicle you choose, and you can see what your payments will be as you browse vehicles on Carvana.

  • No minimum credit score
  • Must have an income of $4,000 per year
  • Borrow $1,000 to $85,000
  • Terms from 36-72 months
  • APR from 3.90%-27.90%
  • No prepayment penalty

Repayment Options

Carvana loans carry terms of 36 to 72 months, depending on the amount you want to borrow and your credit history. There is no prepayment penalty, so you’re free to pay off your loan early to reduce interest payments.

How Safe Is It?

Carvana protects your personal information with SSL encryption during the application process. Once you purchase a vehicle, you have up to 7 days to return it and cancel your loan if it’s not what you expected.

Help & Support

Carvana offers support by phone and live chat 7 days a week from 8:00am to 9:00pm ET.

Phone: 1-(800)-333-4554

How Carvana Compares


Carvana
MyAutoLoan
APR
3.90%-27.90%
2.05%-29.40%
Minimum credit score
None
575
Loan amounts
$1,000-$85,000
$5,000-$99,000
Loan term
36-72 months
24-84 months
Suitable for
Buying a used car online
Borrowers with excellent credit

Carvana Carvana View Rates

Summary

Carvana is an online marketplace with nearly 30,000 used cars and auto loans to match. There’s no minimum credit score required, and you can pre-qualify in just 2 minutes to see what your payment terms will be as you shop. You can borrow as little as $1,000 or as much as $85,000, and Carvana doesn’t penalize you for paying off your loan early.

Michael Graw
Written byMichael Graw

Michael Graw is a Bellingham, Washington-based writer focusing on finance, tech, and science. His work has been featured in print magazines and high-impact websites. He writes for BestMoney and enjoys helping readers make sense of the options on the market.‎

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Trustpilot reviews

See what some costumers are saying about Carvana
Carvana
GreatReviews 4,309
on
Excellent
54%
Great
11%
Average
6%
Poor
7%
Bad
22%
  • author
    Justin S
    Jul 31, 2021
    Easiest sale ever. And the price was higher than the purchase price

    I just sold an 18 month old Jeep Compass for $1,000 more than I purchased it! I couldn’t believe the price quote when I entered the details into the Carvana website. It seemed too good to be true. While the car was in mint condition and only had 8,000 miles on the clock, who has ever heard of a used car being sold for a higher price than paid when brand new? The process was so smooth and simple too. After getting an instant offer I uploaded my title and driving license and waited a few days for Carvana to confirm the documents. Then I made an appointment for the next day for them to pick up the vehicle which was a two part process. Part one - a guy came around to check the car and do the paperwork. Part two (which happened without me being present) was a truck came to pick up the vehicle. Payment was initiated on the driveway and I received a confirmation that the agreed sum would be available within 2 days. Amazing. Will never sell a car any other way!

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  • author
    Henry Cabrera
    9 hours ago
    I will never use carvana again

    I will never use carvana again! EVER! I am an attorney and consider myself pretty savy when it comes to contracts—I’ve been drafting them for 30 years. I was trading in my vehicle in order to purchase one of theirs. I sent in my title front and back along with my drivers license. I got an appraised value and e-signed all purchase documents. The driver delivering the vehicle was very curtious and professional. Problems started when he read off the vin on my vehicle. The carvana person on the other end said that it appeared that one of the vin numbers was entered incorrectly. THEY HAD A COPY OF MY TITLE!!!! And the driver was told that they were going to take the car back and have the appraisal of my vehicle done over. To me, as an attorney, this smelled Like a “bait and switch” move where they would come back and low ball me even more on my trade in order to make some more money off me!!! I was upset and told them to take their car back and that the deal was off. They said someone would reach out to me but it’s been nothing but crickets. I am meeting with a friend who is a consumer attorney in Phoenix. He asked for me to put this out there to see if this tactic has been used on others. If you have had a similar problem, please contact The Cabrera Law Firm in Las Cruces NM.If there are enough people affected perhaps a class action can be looked at to curb this type of behavior.

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  • author
    John Turner
    13 hours ago
    I was supposed to get the car in 5 days…

    I was supposed to get the car in 5 days then they delayed my order 3 weeks-3 weeks!!! Unacceptable. Worse still I can't get through to customer service to get an explanation, apology, accommodation or anything unless I want to spend 2 hours on hold.

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  • author
    Shannon Engelhardt
    3 days ago
    NC buyers be warned

    NC buyers be warned Apparently some NC zip codes aren't even able to purchase a vehicle from Carvana anymore, (recent change). Which they don't tell you until you're 22 hours into a 24 hour hold on a purchase, and three phone calls into the customer care line. I had a great experience with them in 2020 and expected the same this time. I see the Carvana trucks drive down 17 all the time, and there is a distribution hub in Myrtle Beach.. they can't even send the car to a different location. Simply because I live in this zip code I can't purchase from Carvana. I don't know why the first two reps I spoke to at 10:30 and then 3:30 yesterday didn't tell me that.. not until I called this morning did the rep actually take the time to find out. Yesterday it was 'we're having website trouble, try again in two hours'.

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  • author
    Scott Sellnow-Richmond
    3 days ago
    Multiple delays. Awful experience. Never again.

    First they delayed my delivery four days with less than 24 hours notice. Then they delayed it ANOTHER four days with less than one hour's notice. They made no effort to accommodate or make it right other than to say I was free to cancel the order. Horrible. Will never deal with them again.

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  • author
    J R
    a day ago
    Pathetic. Can’t Complete A Delivery

    I thought about giving two stars but I just can’t do it. I’ve ordered two vehicles now from Carvana. The first I ordered, I waited two weeks for delivery only to be called the morning of and be told that my car had been damaged in transport and I had two wait three weeks for them to fix it. Uh NO. Cancel that order. Fast forward to the second order. I furnish all documents very quickly on my end and await delivery which is scheduled for ten days out. Now, it is one day before that day and I get an email saying my delivery Just been delayed by another ten days. Then, I pull up Trust Pilot and read all these stories from unsatisfied customers of this terrible company. Carvana is a joke. They can’t complete a sale to save their own business. These people don’t know what they’re doing. And the customer service reps have zero clue what is actually going on with your order, they are instructed to simply blow smoke and say “we know you’re frustrated” Apparently, the excuse is that the “driver was unable to pick up my car from the location it’s being stored at”. What the hell does that even mean? This is literally your business. It’s exactly what you do. How can you NOT do the main activity required of your business, which is TRANSPORTING VEHICLES TO CUSTOMERS. I can’t imagine these people have ever been successful at completing a sale and completing the delivery without issue. It’s not possible. These people are incompetent and they just don’t care about you as a customer. NOTE THE CANNED RESPONSE FROM CARVANA BELOW. It’s the EXACT same response they paste on everyone’s complaint. Joke.

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  • author
    Torey Schneider
    Jul 31, 2021
    On the fence.

    I am currently having a frustrating experience with Carvana. My delivery date has been delayed twice already. July 28th to July 31st, and now August 10th Another two weeks almost. I called to get more information about my delay but had to wait an hour for my first phone call and then was hung up on. Called again waited another hour, and was once again hung up on. I called one more time and waited 30 minutes. While I was on hold I was reading a review saying to call using a different number that is not connected to the account and get a quicker answer, so I tried this. Using my phone that is connected to the account the waiting time always said "greater than 30 minutes" and took an hour or more to talk to someone. Using my husbands phone it said "your wait time is less than 10 minutes, and they answered in 5 minutes. I was going to cancel because I was so frustrated. They told me that the transport vehicle did not pick up my vehicle so it is still in Denver. I am in Chicago. They also told me since the date is like 10 days away which just seems so long that Chicago is probably super busy, but if there is an earlier availability we are on the list to get it sooner if possible. Also get our $250 deliver fee reimbursed. The delivery date has already changed to sooner date August 6th if anything sooner comes it could change again. fingers crossed! I will leave another review once i finish the process and see my vehicle.

    ...

  • author
    Ray Spagnuolo
    Jul 30, 2021
    DON'T WAISTE TOUR TIME !!

    DON'T WAISTE TOUR TIME !!! After spending over an hour down loading and sending them all of the information they asked for on a car that I wanted to sell, they informed me that they "DO NOT" pick up the car. They told me that I would have to drive it 340 miles to their drop off spot....... What happened to the, "We deliver and pick up at your door" commercials?

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  • author
    Anna Rodriguez
    Jul 30, 2021
    Each department doesn't know what the…

    Each department doesn't know what the other department is doing. Mis-information given. My credit was run without my permission. I received finance through a third party and they were given the run-around.

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  • author
    Sparky #
    Jul 30, 2021
    Hang on to your seat.

    Sent all our info and documents to sell our two year old jeep with 11000 miles. Carvana online told us to "hold on to your seat!" They would get back to us. That was three months ago! We went to a dealer and got an excellent trade and price on a brand new car

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  • author
    Mark Moorehead
    Jul 29, 2021
    Sold me a car with cosmetic issues that…

    Sold me a car with cosmetic issues that weren’t in original pictures. The silver rock insurance they offer is a waste of money, they send you to janky car shops. Would not recommend.

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  • author
    Afrânio de Sousa
    Jul 29, 2021
    Once upon a time

    Two years ago I bought a car from Carvana and it was an amazing experience. So I started to refer them to everyone I knew (at least 3 people I know also bought a car after presented Carvana to them). This week I tried to buy another car and they made it so hard (every time I sent a document they asked me to another) that I had to cancel my order. I am so disappointed.

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  • author
    Brian Wood
    Jul 28, 2021
    Worst experience ever

    Worst experience ever. Their customer service agents are very friendly, but the process is a disaster. First jeep I bought, they called me the day of delivery and said the jeep was too rusted out, and couldn’t pass Maryland inspection! Wow. I thought they’d check that. They cancelled my order, and 10min later that same jeep was back on on their website! I then purchased a second jeep. Delivery was delayed 3 times. I’ve now had the jeep 1 month, and they still cannot process my registration. They send me threatening messages every day asking for my signed retail agreement. I don’t have one……it was done electronically online. They have it. I’ve called them 6 times to explain, and nothing happens. They agree that they have the agreement, apologize, and the next day I get another threatening email! Do not buy from Carvana. Pay a little more, and go to a local dealer. Carvana is a sham. They will not be around 3 years from now.

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  • author
    Dawn Bales
    Jul 27, 2021
    My husband and I would love to write a…

    My husband and I would love to write a glowing review of Carvana, but unfortunately, we are left owing thousands on a 2017 Audi Q7 with 23K miles that was not properly inspected. First of all, it took over 7 months to get our registration complete. We purchased in December and did not get plates until late July. When we did, I went to promptly put my plates on and low and behold, the back plate holder is broken (Carvana had taped the temporary plates, and we didn't even notice). This is a $250 repair-- not covered by Carvana or the warranty that we purchased from them. Breaks have been loud since purchase-- we were sent to Pepboys who clear the vehicle, Audi states that the rotors have heat marks in them, and that's the reason for the noise--not only will Carvana or purchased warranty NOT cover this (Mind you, we were sent to Audi by THEM), they won't even cover the inspection. The AC went out-- also, not covered by Carvana or warranty. The bottom plate of the vehicle is missing (Not covered by Carvana or warranty). We have put a total of 8K miles on this vehicle in 7 months. Not only does Carvana not stand behind what they sold us, but the purchased warranty they sell is complete garbage. At this point they have now left us with a bill of $4800 with Audi. None of these items are wear and tear-- they are legitimate items that should have been checked prior to the sale of the vehicle and surely covered by warranty. Buyer beware.

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  • author
    Christine Bellofatto
    Jul 27, 2021
    Executive service team manager finally…

    Executive service team manager finally reached out to us on Friday July 24th. Andrew apologized profusely and said we should not have to be calling in and sitting on hold for hours, he reassured us he would be staying with us to the end and calling us with any updates. He called twice Friday and said "your car will be delivered to your driveway July 27th" He said "unless the truck breaks down or the car falls of the truck I assure you it will be there" also he said I'm emailing you my contact info. 9am July 26th "your car will be delivered July 27th" 4pm email "sorry there is a delay in your delivery" No call from manager as promised. Immediately went to find contact info manager sent us. Email had only managers first name "Andrew" at the bottom said "do not respond to this email its not monitored" and included Carvana 1800#. Called Carvana "your hold time is over an hour" used *67 to call light a new customer "hold time less than 5 minutes" (huh?!) Got through to someone in the buy your car dept. He couldn't give any info about the delay. We decided we will just sell our car to Carvana and forget about buying a car. How to cancel our order? Who knows. If they ever call me to deliver this car I won't pick up my phone, won't be home and they can figure it out. Avoid this company. Not even a senior manager who promised to stay with us though the process kept his word. And after "sorry delay" you have to wait days for email to let you know when it may be coming, no one to email, can sit on hold for hours but will only be given wrong info.. FIFTH cancelation in 30 days. Car deal was finalized June 28th. If you need a car for real don't use Carvana.

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  • author
    Jim Morgan
    Jul 28, 2021
    Sold me a car that had already been sold to someone else

    Process may be easy and straightforward, which is what brought me there in the first place, but you need to beware of a very deceitful (and likely illegal, I’ll find out the answer soon) practice. I purchased a car on trade from Carvana on 7/19. The deal was closed by Wed 7/21. I had a continued stream of confirmations of my delivery on 7/26, until Sunday evening 7/25 when i received a call that said my order had been cancelled. No further explanation, no compensation, no replacement. Just cancelled. As it turns out, they had sold the car already, and it was in the possession of the previous buyer. That buyer had stated the intent to return the vehicle, but that return never happened. Carvana put the car back up for sale, sold it, committed to deliver it, but never had possession of it. “The advocate” informed me that this happens often and creates problems for many buyers, yet Carvana doesn’t stop the practice because it would harm their metrics as a turn and burn online retailer. Needless to say, I will never do business with them again and I would strongly advise anyone with a pulse to avoid them like the plague. If you thought your local used car salesman was a cheat, these guys have them more than covered. Just reading the response by Carvana as an attempt to normalize the practice they have of listing cars for sale that they do not own or have possession of. This is not a technical glitch, this is an unlawful and highly litigious act. And a complete waste of my valuable time. And one that I recorded your “advocate” admitting is a standard practice by Carvana. Let me add that when they cancelled my transaction they also cancelled the appraisal of my trade in. When I entered it again (after only a week had passed) they valued the same vehicle at $3k less. DO NOT WORK WITH THIS COMPANY.

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  • author
    Glenda Hill
    Jul 27, 2021
    Carvana Does NOT Deliver

    I bought a vehicle via Carvana and they never delivered it. At the time of purchase, they said it would be delivered in 5 days. Then the day before delivery they said it would not be arriving. I inquired and they THEN disclosed that their delivery date/time is not guaranteed. I had to rearrange my schedule - for NOTHING. So, they set a 2nd date for delivery. Guess what happened? They cancelled it again! Then when it happened a 3rd time, I cancelled the purchase. They DO NOT HAVE THEIR ACT TOGETHER. DO NOT BUY from Carvana unless you want headache after headache after headache. I went elsewhere and found my vehicle and I'm happy with Carvana's competitor!

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  • author
    Adrienne Long
    Jul 28, 2021
    DO not buy a car from Carvana

    In response to Carvana’s reply: I did all the things that you have already suggested and you did nothing to help me out. Which is why I left the review. Thank you for not helping me out. DO not buy a car from Carvana! Bought a car that I now have to take a total loss on because their mechanics did not properly install the oil drain plug which eventually fell out and blew up the motor. Carvana will not take any responsibility and I had to go through my insurance and take a total loss on the vehicle. They make their money and I get stuck with jack squat.

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  • author
    Eddie
    Jul 28, 2021
    My experience with Carvana was mixed

    My experience with Carvana was mixed. I looked for the right car, found it, and did a pre-purchase. Because of that, I had to wait as the car was going through reconditioning. About 3 weeks in, I was invited in for the 48 hour review where you are given that time to purchase exclusively and I did so. Everything seems to be going smoothly then at the last minute, within 3 hours of the 48 hour window to purchasing window, I am having to scramble to get items in to complete the purchase or they will make the vehicle available for others. They did not even contact me until the time was about to expire. So I did the scrambling and completed the purchase. Next I got a delivery date scheduled and shortly afterwards delivery is delayed. No problem, I will reschedule, but delivery delayed again. There was never really a reason for the delay, I would just need to reschedule and it would be another week out. So I had enough of blind unexplained delays so I just cancelled it. Cancelling was the best thing I ever did because it caused be to research the car I wanted further was much a much higher price than anywhere else, almost 125% of NADA retail. They say there is no extra fees but the reality is they are putting it into the price so it doesn't look like fees. I ended up getting a certified one-owner vehicle, exactly what I wanted, almost the same miles and with a 2 year warranty included. It was less that 90% NADA retail out the door. What I realize now is they just don't have the prices or the service they claim. Do your research folks. I just hope this writeup will help someone along the way. After the reply from Carvana, I will give the some credit for the admission of 'dropping the ball' and thereby losing my business. I actually should thank them also as I found a better car for less money as a result of their delivery issues. I would not rule out trying them again at a later time, but I will always be very wary of their prices. I wish them success in the future.

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  • author
    Mike
    Jul 24, 2021
    Carvana cannot convey legal titles in Maryland

    4 months ago (April 2021) I bought a 2015 BMW M3 from Carvana for $44,000. Carvana is not able to provide me a State of Maryland title to the car. Carvana claims to have 'accidently' had the car title branded "Odometer Not Accurate" and is in the process of having it corrected. I have been waiting for months. There is no one to talk to at Carvana, but well-intentioned advocates who have absolutely no authority. They just comfort customers who are being cheated. Con-men call this activity 'cooling the mark'. Don't fall for Carvanna's con-game. They cheat their customers.

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  • author
    Elis Wilson
    Jul 24, 2021
    Not easier not convenient 24 hrs of text/app/phone email text

    My last car I bought at Carmax in person the whole process start to finish from going online putting a hold driving to store and bank and picking up car was maybe 4 hours. Dealing with Carvana was a 24 hour fulltime job and I cancelled my order because Every time time they said all was good then it wasn't. Between my time online and app the many many texts and emails from them and 4 phone calls just was too ridiculous. It is not an easier process at all. It is not more convenient it is not cheaper and their financing was ridiculous. And I had substantial trade in and cash down.

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  • author
    Christine Bellofatto
    Jul 23, 2021
    Still waiting for my car a month later

    Still waiting for my car a month later. Cancelled twice via email. Tamiya told us July 16th we could pick our car up in our state Monday July 18th. She promised she would call us July 18th. No call. Called and waited hour on hold got "manager" Matthew. He said car was in new york or conneticut?! He promised to call back in 24-48 hours with update. Here we are 4 days later no return call. (This is 4th person who promised they would call me back) called and spoke with Genevueve asked her to have a manager call me. That's been 2 days. Hey Carvana if your not aware your customers keep you in business. When you say "I promise I will call you back" last I checked that didn't mean "good luck have a nice life" it means "I'll call you back"!!!! Customer service is abysmal!!

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  • author
    April Rowlette
    Jul 23, 2021
    I got screwed

    I got screwed. Just found out this car has been previously wrecked at least twice. Problems with some substance on the glass windows and windshield and glass over the instruments were never resolved.

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  • author
    Toni M
    Jul 23, 2021
    Helpful and nice at first....

    I bought a vehicle from them, I live in Illinois, they sent the car without a front license plate bracket; there's no where to install the plates. Their expectation is that I search to find a mechanic to fix this issue. I talked to both their warranty people and Carvana itself, and both reps demonstrated the same demeanor being unprofessional, long hold times, matter of fact, non empathetic, and an overall inability or concern to assist. Total opposite from the experience of "purchasing" the car. Go figure, but the fact is REPEAT customers keep you in business. I won't purchase from them again.

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  • author
    Kailynn Kohler
    Jul 22, 2021
    100% never trust them in paying you

    100% never trust them in their quotes. And if you get a good quote sell you car right then and there. We went online to see how much they would offer us for our car. It gave us $2,000 over what we owe on it so we called to do a quote over the phone because we wanted to hear the price from them. Sure enough she gave us the same price. We asked how long the offer was good for as we wanted to see if there was a car we wanted to buy from the. Was told the offer was good for a month. We were sent all the quote info with the amount they were going to pay for our car. Now today we called to tell them we are moving forward with just them buying the car and not they are saying our car is worth $1,000 less than we owe so I one day went down $3,000. We told them about our conversation from the prior day and was told that although we had the proof of the quote that the rep did not process it all the way and they will no honor the original amount even though we had proof and sent them the proof of the offer from the prior day.

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  • author
    Jim Sparks
    Jul 22, 2021
    I Tried to sell my car to carvana,They…

    I Tried to sell my car to carvana,They gave me a decent offer,I submitted the copies of the title and ID,Then I waited-------------------------------------------------------------------------- Never got so much as an email in the 7 day guaranteed offer, Disgusted,I took my vehicle to CARMAX they bought it same day ( on a Sunday!) Within 1 hour total time , Got my $10,500 check same day! $300.00 more than CARVANA offered. Tells me all I need to know! Jim

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  • author
    ma ca
    Jul 22, 2021
    Don’t trust them

    Don’t trust them. We bought a expedition missing step slides automatic when we so it on the site that’s what they promoted that’s y we. Got the truck when we receive the truck they missing we call costumer service they did not care all they care was about you signing papers never again they getto mf from NJ

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  • author
    Aug Joe
    Jul 21, 2021
    Absolute trash

    Horrible company to work with. I returned my car during the 7 day period and they still took my loan, I've been fighting with them for over 2 months to get my loan returned. It's impossible to get a hold of them to find any answers and I still have to make payments on the loan for the car that I don't even own. It's infinitely frustrating and have no answers whatsoever.

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  • author
    Samantha W.
    Jul 21, 2021
    Tried to sell my car

    Tried to sell my car, got an incredible offer, I approved it right away and started the process. Then the delays started. They said it would take 1-2 days. I called THREE times over the course of a month, and each time they kept saying they were waiting on my loan payoff to come through from my lender. This was just a tactic and evidence of their buyers remorse for the deal they offered me. I told them I was concerned my offer was going to expire and I needed to sell the car as I was moving out of the country soon. Well, the day after my third phone call guess what happened? My offer EXPIRED and I had to resubmit the sale. Which I did. They then offered me $2500 LESS from the original offer. Carvana, you’re a scam, you completely wasted my time, led me on, and overtly lied to me. Not to mention saying you’d email me with updates and you never did. Do not sell to these weasels. Go to Carmax or Vroom instead.

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  • author
    Christine Bellofatto
    Jul 21, 2021
    I closed the deal on my car June 28th

    I closed the deal on my car June 28th. 3 delays still have no car. Not expected to arrive until July 27th and I'm not optimistic. Customer service is horrible! Spent 2 hours on hold got no answers. Rep promised to call back Monday with updates. Never did. People promising to call back and not has happened FOUR times. No one knows what state the car is in, if they have to title. Their standard line "I'm very sorry this is happening I'm not going to let you go until I resolve your problem" nope, not true. And they all say "that's a different dept and I don't have access to that information" asked for a manager 5 days ago wad told will call me in 24-48 hours still waiting. Called them one hour on hold finally got a "manager" he promised to call back in 24-48 hours with update. No call. So last I was told my car is in New york or Conneticut (take your pick) the title is I'm Massachusetts (where I live). But it is going to take 10 days for car to get to me that is supposedly 2 hours away?! I have taken 2 days off work to receive my car only to be cancelled via email at last minute. You get different person everytime you call, they all have a different story and no one keeps their word. If you say you are going to call someone back call them back! The beginning when I closed the deal went very smooth, of course. After that nightmare. I would not recommend using Carvana. And a more common sense business model would be assigning you one rep who follows you throughout the process. I have never worked with such a poorly run company, ever.

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  • author
    Jerry Simpkins
    Jul 22, 2021
    No customer service or pride in the job

    Buying my car and valuing my trade in were very easy and that part of my experience with Carvana went off without a problem. However, when the car was delivered the advocate said the second key had been misplaced and she would get it to me on Monday. Six plus weeks later and more than a few phone calls and still no key. Now with a key to my car floating around 25 miles from home I will have to spend at least $500 to have the ignition replaced and a key made and reprogrammed. Second issue is with the registration process. I was waiting for paperwork from Carvana so that I could register my car and on June 28 I was notified it was completed and on the way. After 10 days or so I called and was able to convince someone to just send me a copy and I would register with that and I was able to complete the registration. Another two weeks have passed and still no package. Customer service with the exception of one person is completely missing. As you can see below Carvana responded with a lot of useless patting themselves on the back. However I still have no second key and still have no registration package. So Carvana being apologetic for my poor experience is still a poor experience. I will make sure I do not recommend them to even my enemies!!

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  • author
    David
    Jul 20, 2021
    2nd time buyer, 1st time was awesome, 2nd, not so much...

    Hey all, second-time buyer here. The first time was cherry from start to finish, this second one, however, has been a disaster. Here are my findings to compare notes with those in a love/hate relationship with this place. I am currently building a site to case study this entire process out, to help spread the word and work towards a class-action lawsuit related to retaliation. If you change from their financing to a third party, they intentionally stall your transport and then also serve you a different calling experience. FACT If you call from a known number, they feed you to the "Your wait time is greater than 30 minutes". If you call back on another line, you reach a person immediately. Also FACT They forced me to fly my wife up from FL to sign paperwork in PA, I called them several times to note that my wife is calling off work and flying up 1000 miles just to sign paperwork and that we need some assurance that it is going to happen. I get a message the night before saying all is good, get ready for your delivery tomorrow! And then you wake up in the morning to see, never mind, we suck at the one and only thing we do as a company and your car hasn't even left FL yet, despite you ordering it over 3 weeks ago, in advance so this very thing would not happen. The funny part is, they say they are going to repay for the airline ticket that was wasted, however, I won't be seeing that until: 1.) The car is delivered and after my 7-day trial they finally pay off my trade-in car loan, and 2.) once they "process" it, which will take 4-6 weeks until after the trade-in is paid off. Guess what, the overage of my used car payoff, which is about to be over $1000 when I pay ANOTHER payment on my trade-in also won't get back to me for that same 4-6 week period. So they get an unsecured, interest-free $1000+ loan from me, and there's not a damn thing I can do about it. Just like my car sitting in the same place it has been since I placed the order in LATE JUNE. I have been told my car would be and is in several places by every one of the different agents you get each time you call and actually make it through to someone, and I feel they are just stalling this to make me cancel because I did not accept their 6.56%APR for financing. The ethical boundaries are completely gone, the communication is garbage, they tell you what you want to hear, tell you they will call you back and never do. Get ready for hours of footwork moving insurance, having your bank write and re-write your loan all revolving around their non-existent accountability. They don't care, they likely take verbal abuse all day (I wonder why) and laugh at you after you hang up, if not right there while they are on the call with you on mute. Their chat also serves you different responses and experiences once you are "blacklisted". Once this happens you are not fed to an agent anymore by typing "help" which works just fine during the sales part. They are still using the "COVID-19 - we are working from home" BS excuse, and despite logistics being the cornerstone of what they need to focus on being in the business the way they are, they are terrible at it and can't get a car 800 miles in less than a month. My first purchase from them was great, and the main factor was I financed it through them. This and the behaviors of their system tell me that they force anger on their customers on purpose so they can cancel the sale and then sell it to someone else at a higher rate with their own financing company. Well like #AMC stock, I am holding and if they want to play games, I can play them as well. It's really a bummer cause it was a great experience the first time, this time, though they are like a terrible classmate that can't finish their part of the school assignment we all agreed to take part in and handle our parts independently. They are that terrible student that leaves everyone high and dry on the day the project needs to be presented. I was a Carvana "defender" when people trash-talked this company. Those days are gone, and I now see through their strategy and will be battling them until the end to get my car, even if I have to roll up and find where it is myself. 2020 WRX Premium - Marketplace Vehicle

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  • author
    Chavin Lewis
    Jul 19, 2021
    Carvana sold me a car that was already sold 2 weeks ago

    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 they could 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 they 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.

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  • author
    Insurance Inspections
    Jul 19, 2021
    We just wish they sold new cars!

    This will be the third car that we purchased from Carvana including one that we sold to them. We cannot imagine ever going to another car dealer brick and mortar style shop ever again. We are in the market for a new car and can’t stand the fact that Carvana can’t sell it to us this time around.

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  • author
    Denise
    Jul 18, 2021
    Loved It

    My grandson is the one who suggested that I check out Carvana. I was sceptical at first. I loved it! The whole experience was great. I will never buy a car any other way.

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  • author
    JGiefing
    Jul 18, 2021
    Need a little help....

    Everything about the whole experience has been outstanding...I do have an issue with an item, the Tire Inflator Kit, that is missing...my paperwork shows that it was replaced and the price added to my overall price but the item is not in the trunk. I had submitted a comment about this twice on "dashboard" but never received a reply nor a notification that either comment was received....other than that, flippin' outstanding all around...

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  • author
    Rob M
    Jul 18, 2021
    Delay delay delay

    Delay delay delay

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  • author
    G.R. Davis
    Jul 17, 2021
    Stay away from Carvana

    I found my car on Carvana. I went through the financing process and was approved. I was given a delivery date of 3 July 21. Then it changed to 7 July followed by 14th of July, 17th of July and 22 July. They didn’t have a car in my city I’m in Chicago the car was in Georgia. Then they attempted to deliver the car on 17 July despite making an appointment to deliver it on 22 July. They insist that you have insurance prior to the car delivery. Because I was expecting the car on 3 July I wasted 50 bucks on car insurance for a car I didn’t have. I ended up finding a car the morning of 17 July. The vehicle was three years newer, $6000 cheaper, and head extended warranty for three years. No one likes car dealerships, but dealing with people in person is much more reliable than dealing with this crap from Carvana. Definitely pass on them.

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  • author
    Lesley Lynch
    Jul 17, 2021
    Almost every single car I looked at on…

    Almost every single car I looked at on Carvana (typing the make, year, model in specifically), we're priced variable amounts HIGHER than other cars with less miles, thru different companies!!! So I was quite shocked, to say the least. I had such high hopes. 🙄☹️...... Not to mention I'm YET to ever get an actual person online or on the phone to speak with and/or ask questions!!! From their amazing advertisements and commercials - Is this all too good to be true??! My opinion this far...... YES!! YES IT IS!!!

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  • author
    Laura Crowther
    Jul 16, 2021
    Don't have a car, out $1,000 on auto insurance, and I was just on hold 30 minutes only to be hung up on

    Wow this has been the worst experience I've ever had with a company. I've been a customer service representative and I hate leaving reviews like this, but at this point this feels like the only option to receive attention from the company. At the time of writing this review, it's been 34 days since I've purchased my car. I just received notification that my car delivery scheduled 3 hours from now has been delayed FOR THE FOURTH TIME. The new delivery date is 40 days from the original purchase date. I have been on hold for over 30 minutes, I heard a voice that said I was being transferred. Then I was hung up on. I called back and my wait time is now 30 minutes again. I've also tried their text and messaging channels as well. It is impossible to get ahold of anyone and I've been trying now for 45 minutes. My partner called from a number that we have not used to call before, and lo and behold, his wait time is under ten minutes when using a different line. It's not only the delivery date that's the inconvenience. I pre-purchased car insurance based on the original delivery date, so I paid close to $1,000 in insurance on this car under the good faith it would be delivered. Pro-raiting the cost, I've now lost $204 in days I've been insured under this policy without actually having the car. Assuming it's ever delivered to me at all. Beyond losing money and the frustration of working with this company, this has negatively impacted so many aspects of my personal life. I live with a chronic medical condition, I've had to reschedule medical appointments since I didn't have the car to drive to the doctor's office. I've canceled plans with friends I thought I could make because I thought I'd have the car. They make you feel super great in the beginning and give you the white glove treatment, but as soon as I signed a contract I feel like I've received no support.

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  • author
    Cameron Harvey
    Jul 16, 2021
    Truly brutal

    Truly brutal. I really wish I had read reviews. Order a car and submit all relevant documents. Website shows it's been purchased. They call me back the next and indicate they need more documents to verify my address. I spend an hour with them on the phone and they confirm with me on the phone that I'm all set and the car is good to go. They call me back two days later and say that I need more documents to verify my address. I send in more documents and they finally relent and indicate the car will arrive at my address in 5-15 days. I have this in writing from them as well as their website customer portal telling me the same. 4 days go by and I haven't heard anything so I email the rep I had been speaking with and she confirms delivery on Friday morning at 8 a.m. I then trust them and plan a vacation with friends using the car. WHOOPS! Friday morning... no car... no communication... no nothing. I have to call Carvana and get stuck on hold for 15 minutes. They call me back and tell me that I need more documents to verify my address before they can confirm delivery and that it will be 5-15 business days before it's delivered. WHAT IN THE ACTUAL HECK. It's like I'm living a hellish version of the old SNL sketch about who is on first base where they just keep repeating themselves. My disdain for Carvana knows no bounds.

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  • author
    CP
    Jul 19, 2021
    READ AND BEWARE

    READ AND BEWARE! Carvana is ONLY a good idea IF you have your own finance company or are paying in personal cash/check for car buying. Please be aware that if you use them to finance, Carvana doesn’t actually service a loan, they use a third party company called Bridgecrest Corp and they are THE WORST EVER to deal with on ANY ISSUE! You don’t know you will have to deal with Bridgecrest until your paperwork with Carvana is already done. I am refinancing out from them AsAp and can’t wait to complete the refinance with another company! Update: Even the reply from Carvana doesn’t address the fact that Bridgecrest is HORRID with customer service, being ethical, engaging in predatory lending practices and even how they handle payoffs is riddled with issues and complaints that no one does anything about. Carvana you’re not the problem, but Bridgecrest is! I would only use you in the future if I was bringing my own financing onboard. I just feel the public does need to know that you don’t actually finance but Bridgecrest does for you and they are not a good company to deal with.

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  • author
    Mike
    Jul 30, 2021
    Don't buy a car from this place!

    The car purchase went smoothly, but they completely screwed up the registration. Its impossible to get any customer support. Now I have an unregistered vehicle that I can't drive. Mostly you have to work with a robot who can't really help you. If you do get a human via text they ask for your email address and zip code and you never hear from them again. Don't buy a car from this place - awful experience! I've reached out for the past week and half and am getting no where. Every time I call I get a new person who doesn't know how to help. There is no way to keep open lines of communication with your support team or the registration team. This was your screw up and you should be the one fixing it, not throwing it on my plate. Update 7-30-21 Still no movement on this.

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  • author
    April Norris
    Jul 16, 2021
    You get exactly what you see on the commercials!! Stress-free! No sales-people!! No tricks!!

    I was completely happy with the purchase of my car! I kept waiting for something to come up to delay buying my car or having to put more money down or anything that you normally deal with at a dealership but it never happened with Carvana. I got pre-approved through Carvana and began looking for a car on their website. I also traded in my car and was very happy with the amount they gave me and it was a stress-free process. I then figured out what I wanted to spend on the new car, payment amount, interest rate, and length of the loan. I found a car I liked and purchased it online. My new car was delivered to my home and my old car was towed away. I had 7 days to drive the car and decide if I wanted to keep it or trade it for a different car. I chose to keep it and the registration process began. I never talked to a salesperson and all my terms remained exactly the same. My old car is paid in full and Carvana did the registration thru the DMV. I had a loose battery wire in the new car which caused an issue with my fan/AC switches. I took my car into one of their approved mechanics and they tightened the cable and reset my dashboard instrument cluster and my car works great again. I didn't have to pay anything due to the Carvana warranty. Everything you see in the commercials is exactly what you get! I recommend buying a car through Carvana 110%!! I hope to use them in the future for my next car!!!

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  • author
    Robert
    Jul 16, 2021
    Buyer beware

    Buyer beware! I wish I read these reviews before I purchased through Carvana. They only post positive ones on their site. I live in Massachusetts where you need a front license plate by law. The car I purchased was brought up from FL with no bracket on the front bumper. I noted that with the delivery driver and he said somebody would get in touch with me. Their claims company Silver Rock contacted me and gave me a repair shop to call and have one mounted. I called the shop and they told me they won’t do it. Silver Rock then told me to take it to a BMW dealership, but to find one that would work with Silver Rock. I HAVE TO FIND ONE???!!! I purchased through Carvana to avoid the dealership, only to have Carvana deliver me a car that isn’t street legal and then they tell ME to spend my time finding a dealership that will work with them. then I’m supposed to take a day off of work for the repair they should’ve done before they delivered to me. $30,000 for a car I can’t drive on the street. If i just went to a local dealership in the first place none of this would’ve happened. What a scam! Buy local! Avoid Carvana.

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  • author
    Jeffrey Musser
    Jul 15, 2021
    Absolutely the worst experience ever…

    Absolutely the worst experience ever and still yet another delay on getting my wife’s car. Where do we start, first we bought a car that was supposed to be delivered two weeks ago. It was a Jag diesel F-Pace. Then the first of many issues. The Maintenance person put gas into it so now the vehicle after signing contracts was not available. Purchased insurance and signed contracts no car. Carvana offered no help other than a $250 discount to find another car. So car number two. New contracts signed, insurance switched and now today another delay this time for a windshield supposedly after we have waited weeks for delivery and they are saying two more weeks and not help other than that. Absolutely the worst experience ever buying a car and no resolution. Save yourself they heartache and time. Buy from someone that cares about retaining their customers and resolving problems.

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  • author
    Carrieann Williams
    Jul 15, 2021
    Found my daughters car 13 months ago…

    Found my daughters car 13 months ago and she fell in love with it. This is the first car she purchased completely on her own (well not completely, I gave her the downpayment). Her car is now in the repair shop, handle run for 3 days and Carvana’s response is “too bad”. I know dealing with a dealership can be a pain but I really wish we would have gone that route instead of dealing with this mess.

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  • author
    Cynthia Buchanan
    Jul 15, 2021
    Overall experience has been great and…

    Overall experience has been great and my vehicle has no issues. The registration process needs improvements. I think alleviating the third party vendor that Carvana uses is key. I think the customer should be allowed to do the registration on their own in a respective state. Fed ex documents were sent to the wrong address… I advised Carvana to send to the address of car delivery or. PO Box as I am military. Now.. I have 18 days left on the temporary plates and no plates or registration from Texas.

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  • author
    Jeremy Harden
    Jul 17, 2021
    Thieves, Liars and Scam Artists

    This company is nothing but a giant sham. I’ve waited over a month for my registration! They won’t let me return the vehicle that they delivered late and damaged! I have been waiting over a month for the repairs! When I did take it in to an approved shop they told me to take my vehicle back that they couldn’t complete the repairs on it and I needed to contact my dealership about it. Now I’m stuck with a damaged vehicle that is covered in marker from the repair shop and I can’t even drive it! Look at the reply they left… trying to make themselves look better but these people don’t care. They convinced me to wait for repairs when I asked literally the first day I had the vehicle. It took 8 days to get an answer fully on repairs. It then took 27 days to get it in an approved repair facility. Which told me they’d have my car for 10 days. Silver rock the warranty company only covers $400 towards a rental car and that’s a reimbursement that can take up to 90 days to get to you after you’ve returned said vehicle and provided extensive proof you paid for one. But don’t worry they give you a discount at enterprise. >:( I am heavily dissatisfied with how my experience has gone with the vehicle. It wasn’t only damaged but filthy! They probably don’t want me to say this but I even found oil covered paper towels shoved down inside the engine bay. Those could’ve caught fire and destroyed the vehicle and it would’ve been on me. Yet somehow they talked me into keeping the car for repairs and even taking it in for another diagnostic for free! But guess what, I ended up paying for it. Now it is day 8 and I was under the impression if I wasn’t satisfied with it at this point I could still return it even though my trial was up because I was waiting for the diagnostic to be approved and covered by warranty, and I still payed for the diagnostic anyways and I got stuck with the car!!!! Yes the cars engine was okay but I was worried since y’all didn’t even have the decency to clean out the engine before i got it!! I got this car June 5th. 2021 around 7pm because they were very late!! This was still considered my first day!!! I still do not have my registration today’s date is July 17th, 2021!!! What am I supposed to do how ami supposed to deal with this y’all have made me dig a hole and shoot myself. I couldn’t drive my car with risk of getting a ticket so I had to pay for an Uber to and from work the past 2 weeks almost, I work 16 miles away that’s not a cheap Uber to take twice a day while making 300 dollar payments on a car I can’t use! Now I have to pay for a rental too! Do yourself a favor and go support a nearby dealership at least if there is a issue they can’t just mute you on the phone…

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  • author
    Kate Campbell
    Jul 14, 2021
    Carvana has been a miserable…

    Carvana has been a miserable experience. In my opinion they don’t even deserve 1 star, but I had to click something. The car was delivered dirty and with a cosmetic issue, not pictured, and a piece fell off from the door when it was shut. We were assured the issues would be taken care of. The 2nd day we had the car I spent half a day off work to sit in the auto shop to get the brakes repaired (the brake pads were almost non existent). The cosmetics issue took over 2 weeks to be approved due to not only a cosmetic issue that was obvious but the safety defect that was covered up and needed fixing. Eventually carvana approved the repair and my car went to the auto body shop for 1.5 weeks. Carvana approved a free for a rental car that was half the size of the car purchased. After pleading for a bigger car I was forced to hire babysitters to watch half my kids so that the others could get where they needed to go in a car that was unsuitable for us. After over a month I have finally received $100 to get the car cleaned, that $ might cover half the cleaning cost. I would not recommend Carvana! The only nice thing was most of the numerous people we have spoken with over the last month have been very nice and polite.

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  • author
    norris henry
    Jul 14, 2021
    I've only had the Acadia for 2 weeks…

    I've only had the Acadia for 2 weeks and I already have to change the front 2 tires and you didn't give me the key to unlock the lug nuts so then I had to pay extra to have them forcefully taken off, the tires on the front were split on the inside, it's costing me 500 dollars already

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  • author
    Dude
    Jul 14, 2021
    Won't do positive equity deals.

    Submitted a offer for a trade on our F150. Went to purchase a Ford Bronco Sport. It said I would get back $109 because of positive equity. Paid the $100 deposit to hold it then went through the process to purchase the Bronco. When it got to the part about the trade in it said my trade in is worth more than the vehicle I'm purchasing and to call them for the next steps. I call to be told they can't give a refund for the small difference and I would have to sell the truck to them then purchase the Bronco. Two customer service agents had to get in touch with someone higher up to confirm and were confused as to why they couldn't just do the trade. This would make me have to pay $3,000 in taxes and registration fees instead of $600 because it's not a trade so I end up on the losing end. The Bronco was already over priced by $4500 from msrp. I even said to just give me less on my trade then. Nope wouldnt do it. They make it too difficult. I had better experience at car dealerships. One agent said the refund system is all messed up. I think it's because car values were so high in May that they bought so many vehicles from people they ran out of reserve. I've heard of people not even getting paid by direct deposit from them after selling a vehicle to them. They are very shady and really could care less if you buy from them. What's interesting is they have a recording while you wait on the phone that even says they will pay the difference on a trade in. Clearly false advertising. Don't do business with this shady company.

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  • author
    Lillybugg
    Jul 16, 2021
    If I could give this company a -5…

    UPDATE: When I spoke to customer service, I was offered a check for $50 a day until the day of delivery. The check would only be sent out if I kept the vehicle. I spent a total of 10 hours on calls back and forth with customer service. I finally spoke to someone who said they would see if a car was available at the vending machine. Luckily, a car was returned to the vending machine a few days prior. So, I had to go through the whole process of purchasing this car, just so I could get home. I was told they ordered an uber to take me from my hotel to the vending machine. The Uber never showed up, so I ordered one myself. The car is 10K more than the original, and I simply can’t afford it. So, unfortunately I will have to return the car when I get home. IF this car hadn’t been returned by the previous owner, I would still be stuck in MD. I was told they would reimburse me for my flight and the uber to the vending machine- was told it would be in my bank account within 24 hours. It’s been over 48 hours, and I haven’t seen a dime. This entire experience has been exhausting. I do want to thank the two customer service reps who did try everything in their power to help me. I could give this company a -5 stars, I would. My entire experience has been nothing I have ever dealt with in my 35 years. DO NOT buy anything from here. They will waste your time and your money. No one knows what they’re doing, they will lie to you over and over, and if you ask to speak with a manager or supervisor?!? Good luck! After ordering my car, I waited 2 weeks for delivery. The day before delivery, I was told it “there was an issue with the delivery” and it would be another 3 weeks. They told me if I was willing to go to MD, I could pick it up 3 days earlier. So I book a flight and hotel room, call them the day before to make sure there were no issues and I didn’t need to cancel my flight. I get a txt the morning before I board my plan “everything is good to go!” I land and get a call that there was another delay and it would be another 2 weeks. I am now stranded in MD, and can’t get a flight home for less than $800. I paid a month insurance already without a car- not to mention the 6 months of insurance I paid in advance, because they told me to insure it before finalizing any paperwork. I am now out 1200$, not including my way home. Hopefully I can find a cheap train ticket in the morning.

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  • author
    tracy evans
    Jul 13, 2021
    The worse car buying experience I have…

    The worse car buying experience I have ever had in 30yrs. Every attempt to secure a car was flawed by blatant incompetence. They treated me with such courteous disrespect, it was infuriating. Submitted paperwork goes into a black hole. They are so ignorant and disorganized. The worse part is they are smile while they feed you poor information and waste your time while you wait. Saying sorry but then never resolving anything. They go on trustpilot and try to smooth over their incompetence with words like we will do better, or thats not the experience we want our customers to have. Imagine having someone smile at you while they steal your precious time and money?What kind of people do this? its sadistic.No matter how diligent you are Carvana reps and leadership ensure that your documentation is never checked off document as received, they have ensure no one in the company has any idea what each other is doing (removing any checks and balances that provides the customer transparency in their process), they never ever ever follow up with accurate information. Using email and chats to send vague notices and last but not least trying to get your brain in to a serotonin induced frenzy when they claim you are going to lose a car which is certainly because of their lack of follow through. They also dont disclose any contract lease terms while you are in the underwriting process outside of APR, and Payment amount if you are purchasing through them. Underwriting doesnt even know it themselves. There is no way to escalate issues, and management doesnt exist for customers. Then they expect you to do all the work and be their project manager to remind them what is next or what is required. I wasted 2+ weeks trying to get a car and I realized Im not paying 70k for this bs. I could walk into dealership and get a better experience.

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  • author
    NA
    Jul 13, 2021
    VERY disappointed with my Carvana…

    VERY disappointed with my Carvana experience. I wanted to sell my car and Carvana gave me the best trade-in quote of the others I checked with. So I go through the entire process of inputting all my information and uploading all the required documents. I wait and a couple of hours later I'm notified that everything is good to go on selling my vehicle to them. So then I was offered the option of either a direct deposit to my bank account or just receiving a printed check. THANK GOODNESS I chose the printed check option. Because it wasn't until the next step was to arrange a pick up date and that's where the surprise came. It wasn't until this point that I am then made aware that because I live outside of any of their "hubs" that I would have to drive 280 miles to turn in my car! What the ****!!! Nothing at all about this was mentioned at any prior point in the process. There should have been a pop-up warning at the very beginning once I inputted my zip code that I was no where near a pick up location and that I would have to drive nearly 300 miles to give them my car. When I questioned them about this and also about how am I supposed to get back home after turning in my car the response was "that's up to you to take care of." Again, thank goodness I chose the printed check option instead of the direct deposit because I would have given them my bank account info before finding out the true story. I asked them if they were willing to give me more for my car because of all this, keeping in mind that another person would have had to take their time/car/gas to follow me in order for me to have a way to get home. No, they were not going to offer any more for my vehicle. Needless to say I cancelled the transaction. Their commercials are a complete lie. Yes, they will pick up your vehicle as long as you live near one of their hubs, but of course, that is not mentioned not even in fine print. Carvana has lost all credibility with me. Lesson learned and thankfully not the hard way. At least not here.

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  • author
    Srikar G
    Jul 15, 2021
    Lacks Transparency

    I have reserved a vehicle on June 23rd and it was a preorder, in other words, it needs to go under a 150 point vehicle inspection. On June 24th when I saw the vehicle again it said that vehicle has passed inspection (under 150 point inspection), but the header bar still mentioned that it is undergoing inspection. Today is July 12th and the status is still the same and the agent doesn't have any new information than what they had at the beginning. They claim that they don't even know who actually has the vehicle. There is no transparency on what is going on with the vehicle. At this point, I am not sure if they even have the mentioned vehicle, how can they be sure when they don't know who has it and when there is no progress in the situation in last 20 days. Not sure if they are just delaying so that they can increase the price once I give up on it, the reply from agents definitely makes me feel so, their reply always is, find something else, don't wait for this one. Update after reply: The website does not have an estimated time and the whole review was about lacking transparency, which was completely ignored in the response.

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  • author
    Dee Uliano
    Jul 13, 2021
    Horrible do not buy anything from this…

    Horrible do not buy anything from this company they do not inspect or clean the cars out properly and if you do bring it to a mechanic right away their inspection is non existent

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  • author
    Jamie Drawbridge
    Jul 12, 2021
    Too good to be true

    Too good to be true. Just when I was telling my whole family I should be a Carvana brand rep after having the most amazing experience selling my car to them, everything fell apart. Because I had such an awesome experience I decided to go against my better judgement and buy a car from them as well. Of course, I did a ton of research and so many people had such great things to say! I purchased a car and the whole process was seamless...of course, until my mechanic checked it out. My mechanic called to say he found SEVERAL very concerning issues with the car and even told us it was the worst corrosion he had ever seen in his entire life. Even worse than the vintage cars he had worked on and this car was only a 2016 with a little over 12,000 miles on it. He said it looked like the car had been sitting in snow or was even submerged in water for YEARS. I would think this would surely be noticed during Carvana's 150 point inspection or whatever but they still decided to sell it, which is pretty questionable on their part. Even after this experience, I still had nothing too bad to say about Carvana, especially since the customer service I received had been phenomenal! I ended up finding a certified used vehicle from a dealership for much cheaper than the one on Carvana so I purchased it, only to find out that Carvana had already started processing my payment. After dealing with several phone calls and multiple hours on hold and being transferred to different people, the best answer I got was to dispute the charge with my bank. Of course, the bank can't dispute the charge until it finishes processing and basically I am out the money for 5-7 days. Now this wouldn't be a big deal if I hadn't already purchased another vehicle and needed the money for this new purchase. This would also not be a big deal if we were talking a couple thousand dollars but unfortunately we are talking over $25,000 that I am out for the next week. Not sure how a multi-billion dollar company can feel okay taking the entire savings of a hard-working student but a resolution has yet to be made. Do yourself a favor and look elsewhere for a car...or purchase with a cashier's check. No one told me that if I had paid with a cashier's check they would have held onto it until the end of the 7-day period and then torn it up when I decided the vehicle was crap. Crazy how they can take the money and car back so quickly, but takes them a week to get you your money back.

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  • author
    Robert
    Jul 12, 2021
    If it could go wrong, it did

    I placed an order for a car in April on the 15th. The first call from Carvana was the next day and everything seemed in order and on track for a smooth experience. All my information was verified, the financing was in order, no reason to expect any delays. The rep advised their process is to do a final inspection of the vehicle, find a transporter to deliver the vehicle to my house, and then it would be on its way. They advised I would hear from the transporter next when they knew when the vehicle would be picked up, and then I would hear from the transporter again about 24 hours before the delivery. No reason to believe I wouldn't have my new vehicle in the next couple of weeks. Fast forward a week and a half with no calls or contact, so I call customer service and they advise me that something is wrong, they're not sure why my car isn't "moving" in the process, but it hasn't been final inspected yet and until that's done, it can't be assigned a transporter and get delivered. So, the agent tries to call TN where the car is, can't get a hold of anyone at the Carvana facility/warehouse, so promises to call me back ASAP with an update. The next evening, not hearing anything, I call in again. Talk to another rep, similar response of confusion as to why my vehicle hasn't been inspected/moved in the process. More promises for calls back as he couldn't get a hold of anyone at this TN facility either. Heard back from the rep the next day saying it was being expedited and would be released from final inspection that day. Fast forward another week, I call back and there is no update, but more promises to find out whats going on and call me back. At this point its the beginning of May and they finally report back that they are assigning a transporter to pick up my vehicle and deliver it. And another week goes by with no update. I call in and talk to another rep and I also talk with a manager or supervisor of some sort, not sure of their title. It appears that the transport company who was supposed to pick up my vehicle and deliver it did not in fact pick up the vehicle and they wanted to know if I wanted to wait and see if someone else would transport it, or if I wanted to talk about other delivery options. Finally, we decided to drive to the nearest vending machine, about 4 hours away to pick up the vehicle. The soonest we could pick it up was May 20th. So, we get to the Carvana vending machine location on the day of pick up. We arrive on time, the process is simple, not much paperwork since we did most all of it online ahead of time, and they give us the oversized coin to put in the vending machine. The moment of truth, the culmination of the most difficult experience every buying a vehicle, this is finally it...and we put the coin in the slot, it lights up, makes noise...AND the machine breaks, coins spill out the bottom of the machine and nothing happens. And then we find out, they couldn't load the vehicle in the machine and it was parked outside in the parking lot the whole time. I did of course take a video of the vending machine failing horribly. How else could this have ended after having the worst car buying experience of my life. My biggest concern is that had I not called that first time and continued to call, I have no faith that my vehicle would've ever made it to me. The last thing I will say is that Carvana did compensate me for some of my time and trouble, but it in no way comes close to convincing me to ever buy a vehicle from them in the future.

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  • author
    SSS
    Jul 12, 2021
    Update to my 3 star Carvana review in…

    Update to my 3 star Carvana review in Feburary - I thought waiting over 2 weeks to receive my vehicle was disappointing. I thought that getting a vehicle with more miles than they claimed it had was negligent. The check they promised to cover said overage in mileage never materialized. And it is now mid-July, I am about to leave on a trip, and I still have No Registration Plates(!) I have gone back and forth with this company so many times on this issue. I do not owe taxes. I have valid insurance. I even had to change my insurance once because Carvana told me that was the problem. I planned a vacation thinking there was no way it could take this long, but with out valid plates (and without any rentals available in this crazy market) I am not comfortable. Sure, they have sent temporary plates - 3 of them - but from two different states, neither of them mine. I live in a town where valid local registration is required to access certain town services, and I have been as patient as I could be, but you can do everything they ask of you and still not get the desired result. The online car buying experience may be convenient, but the inconveniences that follow can be costly and constraining to your quality of life. Overall, disappointment.

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  • author
    Gary Alm
    Jul 11, 2021
    Incompetent

    I ordered Lexus from them, and took it to the dealership for a checkover. They found 2 small oil leaks and said the engine had to be removed. The cost will be $4,100. Carvona's service company refused to pay for the repairs. They did give me a full refund which I reordered another vehicle. I got a ship date and then they needed bank information. I called several times and got no replies. Finally got someone and was told they voided my order, and we would have to start over. Their whole corporate level is very unorganized. Especially those working from home.

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  • author
    martha gallegos
    Jul 11, 2021
    Everything was easy and pleasant

    Everything was easy and pleasant. We love our minivan!

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  • author
    Consumer
    Jul 10, 2021
    It wasn’t car buying made easy

    It wasn’t car buying made easy, that’s for sure. The only part that was easy was searching for cars and putting it into cart. From the moment I made the purchase, and signed agreements everything fell apart. Ultimately pushing the car delivery back so far that I had already had a car payment made before it was ever delivered. Here’s what’s true, the car will always be late, never making first delivery date. The pictures will not match up to the level 1,2,3, info. Your car will not be cleaned and detailed with gas in it. And your car will not have gone through an inspection, had it they would have listed the broken sensors to camera and damage to bumper etc etc. over 40 hours put into purchase, delivery, and repairs. I didn’t even get to drive until a month after I received it. How’s that for car buying made easy? If that’s way they treat you like their mother then it must be an evil step mother. Go to CarMax way better service

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  • author
    Claudia Wood
    Jul 10, 2021
    Worst experience ever

    Worst experience ever! I purchase my dream car from Carvana, an Audi. The first day it arrived I was thrilled. It drove nice and looked fantastic. I had no plans of returning it! I decided to take a trip with it to visit my sister. On the way home the sensors started reading like the car was over heating so my husband pulled over and we called roadside assistance. After being stranded 89 miles from home at a gas station for about an hour a tow truck came and took us to a shop THEIR road side assistance (Silver Rock) told us to take it. We spent another three long hours there until the gentleman at the shop told us he would need more time to look at it. I had to call my son to pick us up. The next day, I took off from work to try to handle this business. The guy from the shop called back and told us it needed to be taken to an Audi dealership. I called Silver Rock and they told me I had to find a shop willing to work on it. I spent another hour looking for a shop. Everyone seemed to be booked up and not able to take it. I finally found a place for it and Carvana said they were not going to pay the towing cost. They finally agreed to pay it after dealing with different representatives and many hours. Then I find out they were taking it to a shop that was full and not able to look at it ( the shop was closer, less towing cost I guess). I couldn't afford for it to go to this shop, because my time was running out to make a decision on whether I was going to keep it or not. I really wanted to keep it, but not if it couldn't be fixed. I was told it had faulty wiring and that could be dangerous. I finally gave up after being left on hold for hours and then having them disconnect the call ( This happened at least three times). When I finally got a hold of a live person, I once again went over my story for the tenth time and told them I was exhausted and I just wanted my old car back. I need something I could depend on and it wasn't my dream car if I couldn't rely on it. We set up a time for my old car to be delivered a week later because that's what they had available. When the Carvana hauler arrived it didn't have my car on it. The gentleman said he came to pick up the Audi. THEY HAVEN"T HEARD A WORD I SAID! the Audi was 89 miles away and I reminded them of this more than once! Now, I'm still waiting on my car to arrive. It's Saturday and you can't get a hold of anyone. My son was nice enough to let me borrow his car last week so I could get to work. I don't know what I'm going to do next week. Besides dealing with the stress of this I am also out of money. I just paid the higher insurance rate for owning the Audi and I have only drove it for four days. I have no faith in this company. Each time you call you are put on hold and you have to talk to someone new, it's taken many hours out of my day just to try to handle this and nothing has been resolved. The only thing I got out of this is a lesson. If you buy a car buy it from someone in person. You can form a relationship with them, they will hear you, help you and there won't be all this going back and forth with miscommunication. Don't buy your car from Carvana, they only pretend to care!

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  • author
    David
    Jul 10, 2021
    Feedback

    Greetings, my only negative feedback is the vehicle only had a little over half a tank of gas in it (instead) of the usual full tank so I had to spend 30 dollars to fill it up. The overall customer experience was great other than that.

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  • author
    S.C. Giella
    Jul 13, 2021
    Send Bank Statements for income verification! Not paystubs!!

    For income verification send 3 months worth of bank statements. Do not send your last 2 paystubs!!! They will pull them apart. I was told that they do not count overtime as income. I could of shown steady 41k to 43k of income on bank statements the last 2 years. Instead they said I only make 33k a year because they don't count overtime and "Oh" I pay child support so now my income is only 28k. I am not exaggerating in the least that is exactly how the call went. It's an intentional form of bait and switch to astronomically increase your down payment. I was approved for 500 down on a 18k$ vehicle based on my credit history now they want 6,000 down. I am one of those consumers who will post the same review every month for a year on 10 different sites to warn others so you can avoid my nightmare. If I would of sent bank statements I would have my car. Subtracting bills out of Annual income is nuts. Why stop at 1 bill? Lets subtract them all, that would drop my annual income from 40 to 10,you could increase the required downpayment at that point once again.

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  • author
    Teresa Allison
    Jul 09, 2021
    Beyond frustrating

    Beyond frustrating. Same as a lot of reviews... order a car, there’s an issue. Mechanical issues, etc they didn’t know about until delivery date. Feel free to order another they say. Cool, order another... there’s a delay. Reschedule, supposed to be there at 4:30 pm. Called at 2:30 to say it would be closer to 5. Fine. Called at 4:34 , it had 3 emissions codes and won’t pass inspection in NC. Really??!! Such a joke and still no car after almost a month of trying.

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  • author
    Srikar G
    Jul 09, 2021
    I had the worst experience today with carvana agents

    I had the worst experience today with Carvana multiple agents, the first agent on phone lied to me that there are no pictures available for a car on the mobile application when I can see them on my phone. Then I moved on to the chat option, asked if the agent has the Carvana app installed on the phone, the agent replied with a no, after waiting for more than an hour a different agent told me that nobody in the team has access to the phone and it would have saved more than an hour of my time if the first agent told me the same. Again I moved back to the phone call option and asked the same question if the agent has an app or not, the agent said no again, I asked the agent to put me back on the waitlist so that I can find an agent who has an app, this agent kept wasting my time and ended the call saying that I was not being professional and not how exactly wasting my time is professional when the agent does not have what I am looking for.

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  • author
    Loren Anthony
    Jul 09, 2021
    This is my second car with Carvan and…

    This is my second car with Carvan and it really wasn't as a good of an experience as my first. They couldn't find my car, the vending machine didnt work so I never got that experience, then when I got the car it wasn't cleaned and seemed rushed and the advocate seemed so lost and overworked. I told him it wasn't cleaned he offered me a gift card after the 7 day period. So i had to drive around a dirty for 7 days during a viral pandemic. Then there were three issues with the car that I had to use the warranty on. Only to find one more just right after my warranty expired. JlNow I have to deal with it myself. The car seemed rushed to me and not like the listing and wasn't ready to he sold. I'm pretty disappointed and will be trying Vroom next time instead.

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  • author
    jody scott
    Jul 09, 2021
    No drama...

    Simple, I was looking to replace my old Volvo, and I got what I was looking for. I, like many others, was used to buying cars off 'car lots', but after my easy-going, and no drama experience, this may be the only way I may buy cars going forward. There are no hidden fees (love the transparency), not to mention no pesky car salesman nipping at me. My only reservation was not being able to test drive it, but knowing that I had SEVEN days to try it out and return it free I couldn't turn it down. Within those seven days, I had it checked out by two Subaru shops and drove on roads that I thought were challenging. It passed :) I don't shop for clothes in person, why would I do it for a car!...it was never a pleasant experience, not to mention a waste of time, energy and gas. They were helpful when I had questions, albeit sometimes it was busy getting someone on the phone to speak with. But overall, excellent!

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  • author
    Lydia Rami
    Jul 09, 2021
    Consumer Beware

    I had so many problems after I signed up for this site. If you are desperate I guess its the way to go but I was exhausted and frustrated by this company. The car sales business has really fallen off. I had such a great experience when I had my last car which I purchased over 10 years ago. First and foremost their platform is horrible, I had to mine the site to find the car I wanted because the filters never worked effectively.During the purchasing process the system crashed and got stuck on my financial information. Not allowing me to complete the process. Customer service is an abyss, chats are useless. Callingdidnt resolve the issue. There is no IT customer support either. The rep I spoke to was nice but no one made an effort to ensure the process worked smoothly. After swearing off the site the car I wanted popped up again in my email so after failing for 6 days to get the car I wanted I tried again. But of course they purchasing process was still riddled with problems. Even though I got past the financial information part. The reps were the type that just give you blank stares, they dont know what they are talking about. They have limited training and could not explain the rationale for their insurance policy which required that I buy a policy that starts 3 days before I receive the car stating it is a NY state law. Which is untrue and when I asked for reference documentation to show to my agent. The rep was incapable of providing it or even explaining where I could find the statute, guidance or legal authority that required it. They also had odd policies about on how the insurance provided your name (Middle initial had to be spelled out etc) all of which is not an issue if you walk into a dealership. What made me walk away is when I provided them my address and insurance info and they made me sit on the phone while they read every document I had uploaded that was already verified. They had no validated checks or balances to ensure the customer had a smooth transition - just a bunch of people that had no idea how horrible the customer experience was. Then when I asked them to close my account. They insisted I couldn't close it for privacy reasons!! Which is the exact opposite of what privacy stands for. I will be reporting them to my state AG and bureau of consumer of affairs. No business should have the right to force me to keep my account open with them if I dont want to it.

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  • author
    Jessica Tuttle
    Jul 08, 2021
    Overall a Very Pleasant Experience

    Really incredible that you can buy a vehicle online. Pricing seemed fair, trade-in value was fair, and the vehicle was in great shape when it was delivered...to my door! The reps were very communicative throughout the process and always available to answer questions. I will likely go through Carvana again in the future when buying a vehicle. Overall pleasant experience.

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  • author
    Not happy
    Jul 08, 2021
    I sold a car to Carvana and had an…

    I sold a car to Carvana and had an appart issue with my bank account information. Was on the phone with at least 10 agents in 7 hours. Could not reach a supervisor. Simply wanted to confirm my bank information. Have not received my money or a response. Was told direct deposit was the easiest and quickest way to get paid. Not a very good experience so far!

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  • author
    Ahkia Collins
    Jul 08, 2021
    Carvana does not have any respect for…

    Carvana does not have any respect for the customer's time or money. I originally "ordered" a car on June 24th with a delivery date of 7.2.2021, after receiving daily text messages assuring me that everything was on track including a text at 9am on 7.1. I received a text at 1pm on 7.1 saying they experienced a delay. After speaking with customer service who gave fake concern I was told that this was not a common issue and they could reschedule my delivery for 7.26.....7.26...25 days later. I chose another vehicle to be picked upon Monnday,7.5.2021, because honestly at this point I didn't trust them to deliver. Low and behold,, I receive a text message on 7.4.2021 saying there is another delay. They then ask if I can take another day off from work to come pick it up on 7.9.2021, after explaining again that I had made arrangements for 7.5.2021 based on the information provided by their company and I could not take additional vacation time to pick it up I was told that it could be delivered at 9:30 am on 7.9.2021. I was also told that the vehicle would be in NC on 7.5.2021 and there was no reason I shouldn't get it on 7.9.2021. He also stated that he would make a note on the account to ensure this was a priority. Guess who I just received a text from? I am now told there is not only another delay but the car was never taken to NC so even if I could pick it up from the vending machine, it was never delivered there so I could pick it up. Throughout this process Carvana has not taken any ownership and the only thing they offered is the apology written into their scripting. They don't even change the inflection of their voice to try to pretend that they care. Dishonest, broken promises, changing agreements after signing, pushbacks and poor customer experience,I definitely suggest going elsewhere for a vehicle.

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  • author
    Allan
    Jul 08, 2021
    Awesome experience

    Awesome experience. Just as advertised. Will definitely use Carvana in the future.

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  • author
    claudia gonzalez
    Jul 07, 2021
    Easiest way to buy a car!

    This process was by far the easiest way to purchase a car. The only issue I had which I explained to the delivery persons was that the description on the site said the car had power seats and a sunroof which was not the case. He took my notes and told me someone would get back to me on an adjustment or to fix my issue but as of today I haven't heard from anyone.

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  • author
    Paula
    Jul 07, 2021
    DON’T TRUST CARVANA WEBSITE REVIEWS

    Don’t trust the good reviews on Carvana’s site. You need to have completed a purchase to make a review. I tried for a month to complete a purchase on a car I fell in love with. They kept delaying the delivery date <1 day before my promised delivery, saying it was still across the country. I had to spend hundreds of dollars on rental cars, after already spending months researching and choosing which car to buy. Their text service sends automated responses saying you are getting your vehicle on time. Then, after getting all hopes up, you get an email saying the car has been delayed again. You have to call the company and talk to a person, who says the next available date is two weeks from now.. NOT OKAY. GO TO A DEALERSHIP WHERE YOU CAN AT LEAST DRIVE OUT WITH THE CAR INSTEAD OF TWO MONTHS OF FALSE HOPE AND ROBOT RESPONSES.

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  • author
    MW
    Jul 07, 2021
    I love this car! 💖

    I had been looking for a car for awhile and was finding nothing newer with low mileage that was within my budget. I was very hesitant about buying a car online. It was a great experience! The people at Carvana are very professional, helpful, and responsive to questions. I love the car it was just as described and my mechanic said I got a great deal.

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  • author
    Whitney Polosky
    Jul 06, 2021
    Do NOT sell your car to carvana

    Do NOT sell your car to carvana. They gave me a decent offer, so I went ahead and took it. This was back on May 19th. They mailed my check for the payoff to the wrong bank. So my bank calls me wondering where payment is. I am reported for a late payment. Then I was hung up on when trying to have them correct the issue. Finally, the issue was corrected but they have to "look in the system" or "submit a ticket for everything". This takes hours and sometimes even days. Here I am sitting here on July 6th with no payoff status. It has taken about 12 chats, texts, and calls. If they don't want to respond to you they don't . I will never use them to buy or sell a vehicle agaon.

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  • author
    Tamara Alexander
    Jul 06, 2021
    The entire experience was amazing

    The entire experience was amazing! Everyone was very helpful and it was great not having to deal with a pushy salesperson. All of my questions were answered and the process was very easy. I love my new car and highly recommend Carvana.

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  • author
    Kimberleigh
    Jul 06, 2021
    I love the whole concept that is…

    I love the whole concept that is Carvana. This is my second time purchasing a vehicle through this entity. I had the unfortunate experience of receiving the wrong car initially but we’re all human so I am completely understanding of that fact. The only downside of the experience is the allowable week to test the car wasn’t extended to coincide with the actual date that I received the car I selected. Thanks to Carvana, I’ll probably never set foot in a car dealership ever again.

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  • author
    Deb Peleech
    Jul 06, 2021
    HORRIBLE EXPERIENCE!

    HORRIBLE EXPERIENCE!! Avoid at all costs. They sent cars to me with a lot a damage not shown in their “imperfections” then their representative had no clue what he was doing and messed up my whole deal was on the phone for over 4 hours finally someone fixed and to be delivered on Tuesday mind you this was a Friday night so 5 days later then Monday night I get an email they can’t deliver it until Thursday they are only delivering to certain people. I thought this would be an easier way to buy a car NO WAY I’d much rather go to a dealership for two hours any day. Save yourself the headache!!!!!!

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  • author
    Deziray weikum
    Jul 05, 2021
    Do NOT buy from Carvana!!!!

    Got our car a month ago and have had issue after issue. It’s a 2016 with less than 45,000 miles on it. First back light was out , still hasn’t been fixed by dealer, then our key error light has been on for a week and caused the battery to die and now this morning the a/c is not working. Great it’s all covered but what else is going to go wrong?? Not to mention it takes weeks to get the repairs actually done and it’s my only car. No rental car is given and I’m expected to pay it out of pocket. Ridiculous. I wouldn’t buy from them again and I plan to have them come and get the car ASAP. Never again!

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  • author
    Jason McCracken
    Jul 05, 2021
    Stressful and difficult

    Overall, this experience was stressful and difficult. I wanted to do this to avoid the stress of going to a dealership, but it was just replaced with a different stress. Initially, I was happy with my first call in. They placed the car on a longer hold for me, so I'd have more time to research. During that time, a better deal became available and I locked it in instead. Then the problems started. The site and my initial "congratulations" email told me to watch my inbox as Carvana might need more information to process my loan. I checked my account every few hours as I was stressed about the purchase. 48 hours later I received an email saying I had missed a deadline and the car would go back on the market soon. 15 minutes after this email, I received one asking for more information with a deadline listed as "INSERT_DEADLINE_HERE". I called and they apologized and let me know what information they needed. They told me they'd put the car on a 72 hour hold so I could have time to get what was requested. I worked with my bank and called back a few hours later, and... They then told me my purchase had been cancelled, and my car was already back in the market and locked by another customer. Luckily, that hold expired about 20 minutes later, and I was able to go through the purchase process again. This time, while working with my bank they requested additional information. I called Carvana 3 times to get this information. The first two times the person I worked with just told me that they put in a ticket to request it, and I had to wait. They also mentioned that it was strange for a bank to ask for so much information. I also asked the second person to speak to a manager to explain my experience, and they said they put me on a callback list. I was never called. Talking more with my bank, I learned that they ask for more information from Carvana because they have had issues in the past with getting the proper paperwork in a timely fashion. On my third call, the person I worked with was incredible. Their name was Leila, and they went above and beyond, keeping me on the phone until I had everything I needed. If not for Leila, this would have been a 1 star review had I decided to complete the purchase. I was seriously considering cancelling my order. Then, when I received the car it had some fairly obvious interior cosmetic damage that was not mentioned by Carvana at all. They did make this right with a free repair, but it still left a bad impression on top of everything else. If everyone there treated me like Leila did, I'd be ecstatic to encourage my friends to try this experience. Unfortunately, that's not the story I have to tell.

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  • author
    Evan Roszhart
    Jul 10, 2021
    Unprofessional Hassle/Nightmare

    Second delay on a vehicle that I've purchased. Showed up for my first appointment on 7-2-2021 to be told that they lost my vehicle and didn't know where it was. They blamed their logistics team on this matter. I have called their customer service department numerous times. Filed multiple complaints. They denied my request to escalate this matter to a higher level manager. Was guaranteed on Saturday at 4:15 PM, Aaron at customer service in Phoenix, that my vehicle would be available on Monday. That there wouldn't be another delay. Got an email today (6-5-21) delaying my delivery yet again. This is turning into a nightmare. I highly suggest you not do business with this company. *UPDATE- Now on my 3rd delay. Quoted delivery time is now 7-13-21. Another week. Now instead of a logistical error, it's been stated as being an intake issue. Even though it went thru their "150 Point Inspection" on 6-18-21. ***FINAL UPDATE- Vehicle was never available for purchase. I cancelled the contract immediately. Their executive team told me that because I filed multiple complaints against them, they no longer wanted to do business with me. I will gladly take my business and money elsewhere. **This is will be in response to their anticipated generic and automated response. This is how you do business. It is NOT a fluke. I'm sure you looked into this matter and are happy that I'm in contact with with your customer service team. If you understood my frustration, you would have delivered my vehicle on time. Clearly your intention is NOT to provide the best possible experience to your customers.

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  • author
    Ben Pott
    Jul 05, 2021
    2011 Mustang GT

    Almost didn’t get the car on my scheduled pick up date because they got the car into the emissions test late, but they got it in and got it to pass emissions. After another hiccup on my own end, I was able to drive away, and I’m very satisfied with my purchase.

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  • author
    Heather
    Jul 04, 2021
    Fast and Painless

    Fast, friendly service. Windshield was cracked in transit and the delivery driver quickly pointed it out and made arrangements to have it replaced immediately. Silver Rock (warranty company) is definitely not as user friendly or quick to respond as Carvana reps.

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  • author
    G.L.Larson
    Jul 04, 2021
    Two major complaints.

    I have two major complaints that I will be upset about for a long time. Your finance dept. totally screwed things up. I had to do a wire x'fr to my checking from savings. The money was in there on time to make your payment, and it was agreed upon to take the money from my checking. After a week I saw you took the money from my savings acc't. How in the heck you did that I don't know becaause Cap.One Savings said they would not allow it. Now I have to do ACH X'frs.@ $3.00 service X 4 times to get my money back into my savings. What a screw up on your finance departments part. A BIG second complaint. Apparently your carfax inspection team thinks the brakes are OK if you put your foot on the brake and it stops the car. All 4 brakes did have 1/16th+ pad left but were in bad shape. All brakes did one hell-of -a grinding noise.The rotors were badly scored. I spent $260.00 on new rotors and pads. My son a I installed them, and all is great now. I feel the report about the brakes was VERY deceitful. I now have owned the car for over a month, I really wanted it and I really like it. My costs incurred; wire x'fr $20, ACH x'frs back to savings,4@$3.00 svc.fees, $260.00 in brake parts. Total $292.00 . I won't forget this fiasco for a long time, and I don't imagine there is any chance in H*** that Carvana would reimburse me for any of this expense. Besides these two major problems, I really do like the car. Respectfully, Gordon L. Larson

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  • author
    James
    Jul 07, 2021
    My wife and I bought a 2018 VW Tiguan…

    My wife and I bought a 2018 VW Tiguan with manufacturer's warranty and their Silver Rock warranty on 04MAR21. Now, on 02JUN21 took it to a dealership to have Front Windshield replaced thinking is was covered under manufacturer warranty. Well after they replaced the window they discovered it was replaced once already. So it's an insurance claim. Their $2,500 (premier warranty package) that I wanted for just INCASE THAT WE purchased doesn't cover glass when actually the seal failed and the glass itself was perfectly fine. Customer service is quite hard to reach. Carvana my name is James Worley you should be able to locate me

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  • author
    timothy watson
    Jul 04, 2021
    it was certainly the most symplist way…

    it was certainly the most symplist way to purchase and automobile no negotiating no trying to decide what I can and cannot afford and no waiting for a salesman to return with and agreeable amount thank u for no worries.

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  • author
    Elizabeth z
    Jul 03, 2021
    They lie to meThey told me one Price…

    They lie to meThey told me one Price and then they give me a different one their customer service is really bad I really don’t recommend this place. They really don’t do what they promise you they just make you lose time.

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  • author
    Travis
    Jul 03, 2021
    Started this process about 3 weeks ago…

    Started this process about 3 weeks ago and it’s been a headache to say the least. Can’t seem to get a call back, can’t seem to get questions answered, can’t seem to schedule delivery of my car. For a company that advertises its self on car delivery they sure are lacking. This company also prides its self in “transparency” which I find is a flat out lie, nothing has been transparent. At this point Carvana is holding my car hostage.

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  • author
    April
    Jul 03, 2021
    I was lied to on several occasions…

    I was lied to on several occasions about a rebate..when I bought my 1st car my Mercedes I was told by a supervisor that I would receive a 500.00 check because my daughter came to Alabama and was telling me about Carvana then when the car was delivered there was some referral cards in the car.. Now I'm being told that I can't get the money because it was not within 7 days.. Then it was not supposed to be given because she lived in Louisiana.. Then I was told maybe it could be done on the 2nd car then I was told it is only for 1st time buyer...then I asked for a supervisor and they would not even speak to me.. They guy came back on the phone and literally told me a supervisor said no way no how was it going to be approved... I feel I have been deceived in every way.. I an spending almost 50 grand with Carvana for 2 cars and they could not send me the 500.00 that I was told I would receive... I am not a happy camper... All I have heard from all the people I spoke with was lies... What difference does it make who when or where I was told about Carvana??? Why did I not receive the 500.00 that was told to me that I would get...i was told it would be overnight but that was a lie also... I know 500.00 will not hurt them at all... I will never refer anyone...

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  • author
    BRANDON
    Jul 03, 2021
    This was my third vehicle with Carvana

    This was my third vehicle with Carvana. My first experience was great and I couldn't stop telling everyone how simple it was. Now on my third, I question whether I will use Carvana again. My recent experience had Carvana using an opportunity to lower my trade in amount by $700 due to the fact I had to change my delivery date because of an insurance issue. The process seemed to have a shady feel to it and they were unsympathetic to my appeal for exception. While I still got a good deal on the vehicle, this process, coupled with the fact that this vehicle was obviously touched up without disclosing it, has left me with a sour taste about the process

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  • author
    Malachi Skilinskis
    Jul 03, 2021
    Lexus GX nightmare

    I purchased a 1 owner Lexus gx from caravana in October 2019. It was advertised as a totally clean, just normal aged wear and tear vehicle that was on the high side of price for the market at the time. They delivered it dirty, in the dark, with unuasable (worn into metal belt backing) tires. It was clearly so I would accept the vehicle without a proper inspection in order for me to not eat the delivery fee and then they have you locked into a contract with them. They had a pre sale fluff and buff done at what must be a shade tree mechanic. They caused thousands of dollars in damage to the vehicle while attempting to (poorly) hide damage that they did not report in the listing. They clearly hid known problems with the vehicle and then told me I did it, 3 days into ownership with tires that I couldn’t even test drive it on. I canceled out of the arbitration agreement and threatened legal action and then they magic admitted they had notes that the shop did perform all the “work” (damage). It was the most stressful vehicle purchasing experience of my life. Worse than new or used dealerships by far, and I had to spend over 50 hours on the phone getting the nightmare sorted out. 1.5 years later I am still being surprised with shoddy/ incorrect work that was their attempt to hide damage that is continuing to cost thousands in repairs. NEVER PURCHASE FROM CARVANA. Shady, probably illegal business practices. I will always recommend a dealer or private party over this scam company.

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  • author
    cihangir altintas
    Jul 03, 2021
    We liked this 2017 Infiniti car and got…

    We liked this 2017 Infiniti car and got our finance ready thru Bank of America on June 12th. Carvana was supposed to deliver the car on June 15th but cancelled. It was rescheduled on June 22nd but cancelled second time and customer service told us the car was being delivered at the moment. They told us straight face lie and it was cancelled again 3rd time and new delivery date was June 28th. Nope, cancelled 4th time and no reason given at this time. New delivery time was set for July 3rd. Today just learned that it was cancelled 5th time and latest delivery time was set to July 6th !!! You know what, enough is enough and we could not take any more lies. We just talked to this lady from their customer service and she apologized and picked few cars for us in close distance to our home. Same 2017 Infiniti car 10K better mileage but this time $3000 more expensive then the first one we picked. They made us wait 3 weeks and not delivered the car and then cancelled the delivery 5 times. They lied to us and not to mention, they also ruined my daughter's first car experience !!! Carvana did not want to fix it when they had a chance. What a customer service and what a joke. I would not recommend Carvana to anyone. Go buy your car from a local car dealer and it takes only few hours. At least, they have a better customer service then Carvana. You know what I will rephrase it: every body has a better customer service then Carvana !!! One final word for my Carvana experience and it is absolutely " PAINFUL"......never again.

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  • author
    Kathi Casey
    Jul 03, 2021
    I trusted your 150 point inspection or…

    I trusted your 150 point inspection or whatever it is and was sold a car with dry rotted tires. I just paid $700 to have them replaced. The car I traded in had new tires that I paid $1100 for. Bad experience. Never again.

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  • author
    Cheryl W
    Jul 02, 2021
    This was the worst experience ever

    This was the worst experience ever. I ordered a car and the delivery was rescheduled 5 times over a 4 week period. I got excuse after ridiculous excuse. The customer service reps who are very nice on the phone could only tell me that it was delayed nothing else. There were 2 occasions they didn't even bother to notify me in advance it was delayed. Don't waste your time with these people. HORRIBLE!!!!

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  • author
    Lisa Hay
    Jul 02, 2021
    Outstanding customer service

    Outstanding customer service. Put in what you want, finance through them and no pressure. It shows up at your door! It’s perfect!

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  • author
    Bonnie Best Powers
    Jul 02, 2021
    Carvana, don't sell to them!!!

    So, I set up to sell my car with Carvana in NC. Made an appointment that Carvana set 2 1/2 weeks out so I had to adjust my work schedule for the appointment. My appointment time came and went. After 30 minutes I called to find out the rep would "call me to tell me what time he could come". He never once called to inform me he would be late or anything. I canceled my appointment and am selling to another company solely due to lack of common courtesy on the part of the rep. And am selling for less. This is horrible for Carvana to treat sellers this way just because it isn't a Tesla.

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