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Carvana Review

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Reviews 4,599

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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
AverageReviews 4,599
on
Excellent
51%
Great
10%
Average
6%
Poor
7%
Bad
26%
  • author
    JoAnn Lynn
    a day ago
    Amazing experience with carvana

    Amazing experience with carvana! Ordering my vehicle was a breeze online with no hidden fees! Their finance company offered me a lower rate then my credit union. I did experience 1 delivery delay but we did get snow and Ice so I can’t blame carvana for that. I opted to pick my car up from their vending machine in Richmond, VA. What an amazing experience… soooo cool to watch. The car was detailed and super clean inside and out! My car was even nicer in person then on their website!!!! The guy who handled my paperwork was awesome and explained everything in detail. My car only had 1 key and no front license bracket. The gentleman dealing with my car had already put in tickets to address those issues and get them taken care of without me even having to request them. My car has been registered with DMV already and plates are being sent by FedEx and this is day 10 of having my car! Top notch service!! I’m definitely a huge fan!

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  • author
    DJ Rondo
    18 hours ago
    Five Months,No Registration!

    Third car my family has purchased from Carvana. It’s gotten progressively worse and we are done. All three led to us having to park our cars or risk a tow and arrest driving with expired registration. In NH there is no DMV for plates, with paperwork from dealer a consumer walks out same day with plates. Their covid excuse is BS. Current purchase was in August 2021, temp plate expired 9/2021. It’s late January and we have a faded block of cardboard. Paying hundreds of dollars a month for an illegal to drive car with no recourse and they don’t seem to care at all. Was stopped a month after my state police and upon seeing paperwork said “Carvana? Say no more. My wife has been waiting two months.” Could have towed, impounded even charged us. We also made a referral and they haven’t paid the $500 to the buyer and $100 to referral source five months later. We have no plate, no referral credit. If they would send us the documents we could walk out with plates tomorrow but they refuse then fail to do it themselves. Hide behind customer service bots & no replies accepted emails. They NEVER call to update us and apologized. Not once since the sale have we gotten an apology and update. All three cars, a Ford Escape, Honda Accord & Toyota Camry all came late. This current one is most egregious. States are suing. Class action filed. They are near record into Fortune 500 but aren’t going to last selling 35,000 lawn ornaments with expired tags you can’t fix.

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  • author
    Vince Crandon
    3 days ago
    Rip Off Company!!! AVOID!!!

    I purchased a 2017 vehicle and Extended Warranty in April 2021 from the Carvana in Westminster, California. On the drive home from the delivery, my right front tire blew out. I called the phone number for the location but was unable to reach the store, instead being answered by a call center. I told them what happened, and the said to bring the car back. I returned the vehicle that same day and said to cancel the sale. The salesperson convinced me to not cancel the sale by offering to replace the tire, and escorted me and my vehicle to a tire store. The tire store conducted an inspection and said all the tires were legally bald and should have never been delivered that way. He said he needed to order them and an approval to replace all the tires and made an appointment for me to return in a week. They fixed the blown out tire and sent me on my way. I’ve now been fighting with Carvana, Silver Rock( the warranty company), and Assurant (extended warranty company) for months trying to get my tires replaced as promised. So far, each company points me to the other company to resolve the issue to no avail. On top of all that, California DMV said Carvana never paid for the registration instead simply transferring the vehicle to me. I bought the car in April and was charged a full year registration yet I received a bill from California DMV in November for a full year registration. No one at Carvana will help me so I’m now calling an attorney. It’s been over 6 months and nothing has been done. Avoid this company at all cost! **Added after Carvana’s response post— I’m finished calling Carvana as I’ve done so on numerous occasions without result. If you want to resolve this issue then *YOU* should call *ME. You have my number.

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  • author
    Adam Hale
    Jan 18, 2022
    Blatantly Violated Consumer Protection Laws

    Carvana advertised the Tacoma I purchased as 4WD, but it turns out the car is only RWD. They blatantly violated consumer protection laws and then offered me $500 for the difference!! Absolutely terrible experience. I am getting attorneys involved and will update my review once that is settled.

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  • author
    Monica Gloria
    Jan 14, 2022
    Terrible customer service!

    Terrible customer service!

    ...

  • author
    Traveler X
    Jan 14, 2022
    Photos are Fake, Company is a Joke

    I "purchased" a car through Carvana but canceled the order once I found out the photos were fake. Upon reviewing the Carfax, I saw that the photos of the exterior could not possibly be real, as the VIN number matched the "sport" model, not the standard model. This led me to believe the photos were stock photos. A very inept "advocate" tried to convince me they were of the actual car, but when confronted with the Carfax report which came from the VIN number, she tried to backpedal and then unsuccessfully to gaslight me. Stay away from this unscrupulous business. It appears to be run by a crew of Gen Z'ers who have no compunction about lying to your face and taking your money.

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  • author
    Mindy James
    Jan 13, 2022
    Worst car buying experience

    Worst car buying experience! Buyer beware! The cars are not thoroughly inspected before being delivered. I purchased a 2018 Genesis G80 that ended up having all kinds of issues. The most serious being a windshield that had been replaced incorrectly so front collision cameras and detection wasn't functioning properly. Trying to contact anyone in customer support is a joke and you never talk to the same person twice. I ended up filing a claim through my car insurance to get the windshield replaced because their Silver Rock program is useless. I will NEVER purchase a car from Carvana again!

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  • author
    Eamon Ducey
    Jan 13, 2022
    We bought a car from Carvana in the…

    We bought a car from Carvana in the spring of 2021. They offer a full warranty for 100 days. On day 104 are car radio and speaker died. We reached out to Carvana right away and they told us to reach out to the warranty company, Silver rock. Silver Rock refused to file a claim. We tried to reach out again after a couple of months and they changed their story to if we would have made a bigger deal earlier they would have helped. Very sad and frustrated about the terrible post purchase customer service.

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  • author
    Joanne Kent-Mabbott
    Jan 12, 2022
    Lack of True Support

    The hardest part about Carvana is you never talk to the same person. Since we had multiple issues, serious issues this made it even more difficult. I believe in advocacy and you absolutely do not have any of that at Carvana. No feeling or reality of true support- just handed off from person to person- so no one ever feels any responsibility for your satisfaction around your customer service experience. Until this changes there will be unsatisfied customers.

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  • author
    customer
    Jan 14, 2022
    Not good experience at all nice reps though

    Update. Delivery for.exchange was for today at 430. Still no car. No heads up due to delays. Nothing. I want my money back. Im going somewhere else. Wheres upper management??? No one cares i see. The reps are very nice BUT, everyone gave me different appointment times after receiving email confirmations. The car i received had visible break roater damage. It was rusted and the breaks scrubbed loudly. I quickly contacted them and was told i could exchange and the guy would complete the process for me and emailed me confirmation of delivery date and time. Ive had to contact them today and to find out that no car is coming today..i held on the line until a lead went in and did the process again but i have to wait until friday for delivery. I took the insurance off the previous car so no car and only to find out the time i received via email is not valid either. What is the deal with these people????? Jamie did offer a compensation for 50$ in the form of a check but i dont think i will refer carvana. In person and online car buying is just a experience i will always dread.

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  • author
    Peter Mercuri
    Jan 11, 2022
    The 150 point inspection is not true

    I purchased a Cadillac Escalade with 32k miles on it ,45 days later and driven less than 2k miles it needed front brakes and rotors I provided them with proof and the receipt and they will not compensate me ,I paid $52k for the truck and I am not complaining about the price but.......I was willing to pay a premium for a vehicle that genuinely had the 150 point inspection that it claimed was performed ,this truck was absolutely not inspected the brake pads and rotors were literally metal on metal ,NOT SAFE !!! Peter M

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  • author
    Bill
    Jan 14, 2022
    Not quick or easy....

    The advertising makes it sound like selling a car to Carvana is easy after they give you a fast quote via their website. 1. After entering all the data they requested on the website, they told me valuing my car stumped them and a manual appraisal would be needed. To initiate a manual appraisal I would need to text a number they provided. Despite entering all the info, I had to initiate a text to their manual appraisers. 2. I texted the number requesting an appraisal. 3. I then received a text from a different number congratulating me on receiving an appraisal and "would I like to see the car?". I had not yet received an appraisal and could not possibly accept an offer. 4. The manual appraisal number replied and asked for my email and zip code. I sent it as requested. 5. Later they replied and asked for a copy of a 2.5 year old window sticker. I have no idea where that is. They told me to go get it from the dealer. Yep....easy and in minutes now requires a trip to the dealer. Keep in mind they have the VIN and the options from the original web form....and this is a car that does not have many options available. 6. When I said I would not go to the dealer they told me to go to a website to get the original sticker. So it is available on a website yet the company that claims everything is easy and is the party who will profit when they sell the car, is unwilling to get the data they need for the appraisal. 7. Within a minute of the demand for the window sticker Vroom sent me an offer. I had put the info to both sites. Vroom did as they advertise....they sent me an offer based on the info they asked me to provide. Carvana was anytbing but quick or easy. 8. I sent Carvana's CEO a message asking if he wanted feedback on my experience....so far silence. It is clear Carvana misleads and also could care less about customer service. 9. The next day I was driving past the dealer and decided to stop in to see if they wanted to buy the car or maybe I just get a copy of the window sticker should I need it. They offered 10% more than I paid for the car in 2019 and 4% more than Vroom. Happy ending. Beware of Carvana's claims. See the reply below. It is clear they did not read the review to understand I NEVER RECEIVED AN OFFER. They just provide the canned answer that makes it look like they care...they don't.

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  • author
    Nicole Nesmith
    Jan 11, 2022
    Car arrived with a broken seat that Carvana won't fix.

    I bought a car a couple of weeks ago and it was shipped super fast, the delivery guy was great and hilarious and I was told I had 100 days to report anything wrong with the car that shouldn't be broken or damaged to get a free repair. So less than two weeks into driving my car, I discovered that the backseat wasn't secured in place because the latch is broken. I contacted Carvana and they said "Sorry, your 7 days of testing your car is up." Um...this is an actual safety issue and that car never should have been sold with a broken seat nor was it listed on the site as one of the defects. And why tell me on the website I have 100 days to report this stuff if I don't? I can't have someone sit in that seat. I'm pretty pissed off because now I've got to figure out how to get this fixed and PAY FOR IT MYSELF. I will warn people before they buy from this company.,

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  • author
    DD
    Jan 10, 2022
    So far, having a pretty good experience

    With the pandemic, lack of car inventory, labor shortage and inflation, buying a vehicle right now is more difficult than ever. Carvana made it simple with on-line purchase and friendly delivery. The exact car I wanted did arrive a few days late, but with proper communication and in great condition. I am still in the 7 day trial period, so will repost if anything changes.

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  • author
    R Korenic
    Jan 07, 2022
    Never waste your time with Carvana.

    I got a quote for my current car. As usual, they quote high to sucker you in. So I found another car to trade my car in for on Carvana. I did all the paperwork. Texts began flowing saying there was something missing. I checked, and 2 of the 5 missing items were the same thing. After calling again for the 4th time, The person said we were good to go. That was yesterday, the day before all information was due. All information was due today at 6PM. at 4 oclock, I get 3 texts saying they need information. I called yet again to be told all was good nothing more needed. After 6pm, a text comes in saying I missed the deadline and they can't process. I called again. The person wanted me to pick a different date and try to keep it going. I said enough! They have many problems with their system and obviously management. DO NOT WASTE YOUR TIME, YOU WILL BE SORRY. Just remember, their game is throw you a high quote on your current car to try to "sucker" you in.

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  • author
    Cavan Anderson
    Jan 07, 2022
    They come on here and write a reply too…

    They come on here and write a reply too my negative review and say there’s a ticket in for this HELLLOOO !!! Carvana reimburse me my money with interest that you refuse too refund me I make sure fly by night shady operators like you are exposed stop posting your robotic replies terrible terrible experience Carvana Sucks people don’t buy or Sell to them.

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  • author
    Linda
    Jan 06, 2022
    I sold my car through Carvana and it was AWESOME

    I sold my car through Carvana. The experience was awesome. I did read a lot of reviews and most negative were from buyers so I gave it a try. They are selling the car online for $4K more than I was given and that's just fine with me. They saved me listing, meeting with buyers, paying off my loan in advance to sell, getting title, etc etc etc. they gave me a quote and as soon as I accepted and uploaded the docs and photos they scheduled a pick up. I signed a few documents and got a check. Within a few days my bank loan was paid off and the check cleared. Easy, easy, easy. SO glad I did it and I may sell another car through them. I tell all my friends to give them a shot. I'm so glad I did this. My car was gone within a week or two from accepting the offer. Much better than listing and much better than a dealer or other online offers I got.

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  • author
    cindy martin
    Jan 06, 2022
    Not a good experience

    We thought Buying buying a car from Carvana was a great idea because they were so good with the sale of our car. Wr bought a car from them. Then the problems occurred. The car was delivered on time by a nice young lady. However, the car had not been detailed, and the inside was filthy. She said that she gad put an order in to have the car detailed and that we would be receiving a $100 gift card “towards the cost of detailing the car. We have not received that card yet. Wr bought the car in mid November. Also, per the person that delivered the car, we would receive floor mays since there were none . What we received was a very cheaply made set of floor mats which did not fit the car. The driver’s side mat just pulls up which makes them unsafe. So what I thought was a good experience turned into an awful experience, as they could not deliver what was promised.

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  • author
    Cavan Anderson
    Jan 06, 2022
    And too this day they still don’t…

    And too this day they still don’t return my calls for the short fall refund they owe me. I repeat this company is ruthless Carvana only gives lip service there is no one there you always end up speaking to someone is sitting at home in her living room the last guy I had was eating lunch I could clearly hear him eating and chewing his food says we will help yeah right. LIP Service

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  • author
    Nu Flood
    Jan 05, 2022
    Stay away from them

    Bought a car from Carvana online (was shipped from and to NY). The process was fast and painless. I got the car on time and this is where the good things (that are what is actually promised) end. The car came with more cosmetic damage than they claimed. But that was not an issue. It also came with a tire pressure light on. The delivery driver said they checked it and it is nothing. Because it is cold outside, it will go away once I drive it. It didn't! I went to the mechanic 3 times already and the problem persists. They only work with one big mechanic shop network around here so they all work exactly the same. The mechanic sends me to the insurance who send me to carvana who send me back to them and they refuse to call directly to each other. They will not take the car back, of course, so I'm stuck with a car that still has their insurance but that doesn't mean anything... Stay away from them.

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  • author
    R. Banks
    Jan 04, 2022
    Carvana sets a new standard

    Carvana sets a new standard. I recently bought a car through Carvana after great hesitancy. The online process was easy. I was able to find the car I wanted, get reasonable financing, and had the car delivered in less than a week. The overall experience was wonderful. I previously purchased through another online company and my car arrived filthy and had nearly bald tires. There were missing accessories, such as the wheel lock, which made replacing the tires in the first week of ownership a pain. Not with Carvana! The car came with brand new tires, fully maintenanced, and dealership showroom clean. The delivery driver was precisely on time and very friendly. Next time I am in the market for a new car, Carvana will be my first stop! Thank you for a five-star experience from start to finish!

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  • author
    Kate Shultz
    Dec 30, 2021
    Absolutely amazed with the ease

    Absolutely amazed with the ease! I kept thinking this is too simple, it’s too good to be true but I picked my car, had it delivered drove it around fell in love and just submitted my first payment! The application process was much more simple than at any dealership and was less invasive with my workplace and allowed me to verify my income through my bank. I really love my new car but I also loved the whole process!

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  • author
    Danny Phil
    Dec 30, 2021
    Professional and pleasant …

    What A pleasant and professional experience people please use carvana they came they inspected And they purchased my car no hassle with the best price offered of any other place, I would highly recommend them.

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  • author
    sam c
    Dec 29, 2021
    still waiting for that 2nd key...

    Everything went smooth as far as purchase/ delivery -- HOWEVER, the vehicle was supposed to be delivered with 2 keys per Carvana listing, but only received one key, 1 month later not getting anywhere -- Promised them if not resolved, to leave a bad review, so here it is!

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  • author
    D. Rossi
    Dec 28, 2021
    Carvana is NOT a good place to sell your car

    First of all it is not as easy to sell your car as Carvana claims. I had to take pictures, more than once including pictures of the odometer inside the car. Finally after multiple tries they accepted the images. (by the way I shot the pics on an Apple iPhone 12 Pro which has a pretty good camera) They confirmed a time to pick up my car by email, so I took time off of work and had everything ready. After waiting an hour beyond the scheduled time I contacted the company and was first told to reschedule which means another day off of work. I asked to speak to a real person and was given an 800 number. This person told me that they showed up, called, and sent me a text, then left when the did not get a response. All of which was untrue. I have been sitting in my home next to my phone and have not received a text, call, or email. They say they want you to have a good experience but that was pure BS in my case. At this point I apparently have to start the process over again and since I do it will be with Vroom or CarMax who also gave me excellent offers. i would not recommend Carvana to anyone.

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  • author
    Jonathan Cantarero
    Dec 28, 2021
    Used multiple times, highly recommend

    Customer since 2019. Purchased two cars, sold one car. Easy no-hassle transaction process. No issues with delivery. They called all three times to make sure I understood the process and was satisfied. Delivery people are super nice. Any issues with the cars were covered by the warranty (nothing mechanical). Would use them again in a heartbeat. Much better than dealing with car dealers and private sellers.

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  • author
    Mark C
    Dec 27, 2021
    Poor customer service

    On Dec 21, 2021 I purchased a vehicle from Carvana as a Christmas present for my wife. The process to purchase the car was strait forward and took less than 10 min from the time I clicked on the link of the car until I had a contract sent over to me. That night I went online and added the car to my Virginia Farm Bureau insurance and received a confirmation email that showed it had been added. The car was delivered on Dec 23, 2021 at around 10:00 am. The driver (Melissa) was very courteous and professional and contacted me prior to delivery requesting a picture of my drivers license and insurance information to which I sent over to her. I took possession of the car, signed all paperwork, wished her a Merry Christmas and she left. On Dec 24, 2021 I received a text from a rep from Carvana (Danielle) stating that my proof of insurance wasn’t effective until Feb 1, 2022. I replied letting her know I would give my insurance company a call, that my policy renewal had just been processed on Dec 19 and my policy runs from Feb- Feb. I called my insurance company but they were closed for the holiday and would be reopening Dec 28, 2021. I let Danielle know this. I also tried to go online to get this issue fixed. I sent Danielle a copy of my current insurance card as well as the email confirmation showing the car had been added to my insurance on Dec 21, 2021. Her reply was that unfortunately that all was not good enough. I then spoke with my insurance agent while he was on vacation, he let me know that by Virginia law as long as I have proof of a current policy that any new car I purchase is covered automatically for 30 days even if I didn’t add it (which I had done), he then tried calling Danielle and left her a message. Danielle replied back to me saying she didn’t need to speak with my insurance agent that I just needed to provide the required documentation and that even though it’s a Virginia policy it is not Carvanas policy. I informed her she would have to wait until Dec 28 because all of the offices were closed for the Christmas holiday, I never got another text from her. On Dec 25, 2021 (Christmas morning) I received a text from the driver who dropped off the car saying that she was contacted by Carvana about this issue and that she would be possibly losing her job over this. This driver was nothing but professional and did absolutely nothing wrong to deserve to be treated like this especially on Christmas morning. The way Carvana has handled this and the way they treat their customers and employees guarantees I will never purchase another vehicle from them nor will I refer anyone to them.

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  • author
    Cavan Anderson
    Dec 25, 2021
    Do not deal with these people it’s not…

    Do not deal with these people it’s not what it appears on there commercials ruthless company.

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  • author
    dan
    Dec 24, 2021
    Carvan scama …

    Carvana is only interested in selling YOU a vehicle...they will send email after email if you wish to sell a vehicle without purchasing one...I sent in info...it was perfectly clear and readable...they asked for it over and over...no way to get around that. SCAM!!!

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  • author
    Cavan Anderson
    Dec 23, 2021
    Carvana signed a contract with me 3 1/2…

    Carvana signed a contract with me 3 1/2 weeks before I decided to pull the trigger and let them have my car I gave them a value of what I owed well I had paid several hundred dollars into my account plus I had extra money in my bank as a buffer for my loan plus I made another payment two days after they took my car when I called my bank today I found out the numbers that they were supposed to pay the bank was way less than what they honored in my contract when I call Carvana in the first place before I sold the car to them I told him of my issue that the amount will be a lot less they said it was up to me to get the money from my bank call my bank today Carvana did not honor their contract and paid far less than what was owed Carvana now refuses to give me my money back I will take them to small claims court I am telling everybody out there do not do not deal with this company you will be sorry they are brutal not only do you not talk to anybody in an office you talk to somebody at home and they cannot get a hold of anybody they put me on hold for 59 minutes and came back and said we couldn’t get anybody to help you this company is terrible stay away as I march forward to try to get back my money that I paid well they had possession of my car Bad Company very bad is there anyone interested in joining a Class action suit against these low life’s contact me.

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  • author
    jason hairston
    Dec 22, 2021
    Purchased a car through Carvana.com and…

    Purchased a car through Carvana.com and 8 weeks in the vehicle is in the shop. I also purchased the premier coverage that carvana offered through SilverRock, in addition the vehicle came with Carvana Plus care because it is within 100 days and my claim was denied even though it was a mechanical issue. I havent even put 1000 miles on the vehicle and the check engine light came on so clearly I purchased the vehicle with problems. Carvana claims to have extensive inspection process for all cars they sell. How was this missed. Extremely disappointed. WOULD RETURN THE VEHICLE IF I COULD

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  • author
    Sharon F
    Dec 24, 2021
    If I could give zero stars I would

    If I could give zero stars I would. The process started off easy enough. I filled out all the questions and gave them the info required to hold the car for me. Then i got to work on getting the loan. My credit union asked for two things: the title (front and back) and window sticker. It was a nightmare getting this info from Carvana. First they couldn’t find the title so they put in a request for someone to track it down. I had to continually call and keep on them to get this done so my delivery date wasn’t pushed back. The first time it was emailed to my CU they send the front of the title twice instead of the front and back. All in all it was 5 days for them to get the title sent over to my CU, all while threatening to push back our delivery date because I couldn’t provide them with a copy of my loan check. The ball was in their court for DAYS yet they wanted to penalize me by pushing my delivery date back. We finally got the loan funded just in the nick of time and the delivery was right on schedule. Until the night before. There was some type of transportation delay so our delivery was now 5 days later. I followed up with them every day to make sure the vehicle was on track for the second delivery. Everything was fine even until the night before. 3 hours before our scheduled delivery I got a call that the car wouldn’t pass emissions inspection. I should have bailed right then and there but I was assured it would be fixed. Delivery had been pushed back again to allow time for the issue to be addressed. They had driven the car to one of their partner garages to be fixed. I asked for a call the following day to let me know what the issue was. Next day no call, the second day no call, finally on the third day I messaged them and the rep couldn’t give me the information regarding what was wrong with the car, just that the delivery was on track for the following Monday as scheduled when the car wouldn’t pass inspection. On Sunday afternoon I received a text that there was a delay in transportation again and the new date was 8 days later. At that point I texted them to cancel my order because I was done waiting for them. All said and done it cost me $100+ to pay off the loan I never ended up using. I was paying interest on the loan for over 2 weeks waiting for the car to be delivered. Never again. Carvana is the worst. ETA: the account was under my husband’s name not mine. That’s why carvana cannot locate the account. We went to a local dealer earlier this week. 24 hours later we drove off the lot with our new car. Moral of the story: stay far away from Carvana.

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  • author
    Conoce a Carmine
    Dec 22, 2021
    A car that shouldn't have pass inspection

    My delivery was delay a week due to a failing state inspection. I had mix feelings about the whole failing test but they assure me they want to make sure the car was in great condition so i went for it. The car was deliver a week later and i cant say nothing but good things about the people who deliver the car. I took the car to my brother in law a bmw master mechanic and we found that the parts Carvana use were used parts, use a lot of worn out parts, the engine mount was metal to metal it no longer had rubber in between so every time i drove the car it felt like the suspension was stiff, i wish i could upload the photos as this was ridiculous. This car was heavy modified and abuse. The tuner chip was still install in the car and base on the upgrades the car had they were running the car past 500hp when it was active which is not Carvanas fault but they are selling a car at the price of a stock one which is ridiculous. The tires were from 2011. This car should have never pass inspection. Im returning the car and will give them one more chance after that i am done with them. A bit scare because of how bad they fix the car to so call pass inspection. I will update this review should i have a better experience

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  • author
    Liz S
    Dec 21, 2021
    Most frustrating car buying experience of my life

    Recently purchased a used vehicle from Carvana. The most drawn-out, frustrating process in my life. I secured financing (from my credit union, a Carvana "partner") prior to finding the vehicle, yet have had to make over a dozen calls to get Carvana to cooperate with the CU's requests (and vice versa). So much for the partnership. And the whole time I was making all these calls (because their online assistant is worthless), Carvana was emailing me multiple times a day threatening to cancel or push back my purchase because they didn't have the paperwork they needed. Even after a three-way call with my CU, in which we determined that Carvana had messed up the paperwork, they still had to be hand-held every step of the way. Finally, I got the car and got the registration paperwork. However, after taking possession a month ago (and trading in my old car), I found out yesterday that Carvana still has not paid off my old car (to the same CU who financed the new one). Again, I'm just floored at the lack of professionalism, the ineptitude, and apathy I've experienced during this process. Also as an fyi - when the car was delivered, it had a two inch long gouge, with a big black mark, on the passenger door that was not indicated in the original ad for the car. According to Silver Rock, Carvana's eval team, that was somehow to be expected from a used car, and they will not fix it. Thanks again Carvana. I have truly learned an important lesson, and will purchase all future cars in person.

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  • author
    steve
    Dec 20, 2021
    makes me want to haggle with my local dealer

    I picked a car on November 19th and scheduled for delivery later that month. A few days before delivery I got a message that I needed to run out and get a cashiers check that day to ensure delivery stayed on track (which I did). Then, the day before scheduled delivery I got a call there was a 'logistics' problem and they needed to push back. We rescheduled for Dec 4th, but then on Dec 3rd Carvana canceled on me again as someone smashed a tailight moving the car around. I rescheduled for a 3rd time, this time for Dec 20th. Three hours before arrival, I got a call saying they needed to push back again. I've been without a car for a month at this point, and had been planning on using the car for our Christmas vacation, which I now needed to push back an additional two days. I have no confidence they get me the car on the 22nd, as promised. I've spent more time on hold and in chats with customer service. The whole experience really speaks volumes. I can never imagine an experience like this at a local dealer. Never again would I use Carvana. And should anyone need a car by a specific date, I can not recommend them.

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  • author
    Hamidreza Zare
    Dec 21, 2021
    Don't buy cars from Carvana

    Carvana is like a legitimate scam. Everything seems good until the 7-day return due is passed. I should have known it since the day that they made me sign a paper to waive my right to go to court. I bought a convertible Mercedes from Carvana, and since day 1, the top could not open, but the dealer said they would fix it for me free of charge. I took the car to their preferred facility and they said they cannot fix it and I have to take it to the dealership. I had to pay $50 for it. They noticed that all the four wheels are bend and one sway bar is leaky too. I put the car in the dealership for the fixes, and it took 20 days. The day after I took it from the dealership, the traction control light came on and the dealership said the gas pedal sensor could be faulty. Practically, I drove the car for only two weeks (it was in the dealership for 20 days) and there have been many problems with it. How did they do the 150-point inspection and not notice these problems? I am sure they do not do the inspection on all the cars. The dealership said the car might have been in an accident and Carvana sold me the car as a car with no accident. Carvana charged me about $2000 for the tax and registration expenses with the promise that there will not be any other expenses, but after I got the car, they made me pay $80 for the inspection. The last disappointing fact about this website is that I just wanted to write a customer review on their website, and they said we pick customers to write reviews randomly, and not everyone is going to write a review. It can only mean they pick the customers who are more likely to write a positive review. That's why they have a high rating on their own website. It's insane.

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  • author
    The
    Dec 17, 2021
    They wanted to sell me a ten year old…

    They wanted to sell me a ten year old car for $18,000 which was marked up by more than $5,000 of KBBs estimated value for which they should be selling it at. And then they told me I don’t make enough money even though I make $40K a year.. No integrity and just a cash grab.. With interest it was going to cost me $40,000. No joke. And I have a 650+ credit score

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  • author
    Mike
    Dec 17, 2021
    Avoid this company, much more of a hassle than your local dealer

    I didn't make it through the buying process because of a problem with the vehicle. Of course they didn't notify me until 2 hours before my vehicle was supposed to be delivered that there was an issue and it would need to be fixed before delivery. This process would take "a few weeks" they said. I understand sometimes things happen but the problem is how it's handled. How about look at the car before putting it up for sale??? And, if there's an issue like that and the company feels that breaching the contract is way to go, I expect something for taking the time off of work and the additional expense of having to rent a car because the company failed to fulfill its end of the contract. Additionally, a very shady aspect of the company is this little gem from it's website, "which is why we’ve compiled a vast array of reviews to help bring transparency to our unique car buying process." They don't allow you to leave a review unless you've completed the entire buying experience. So basically the reviews on the website are just from customers who likely had no major problems. That's basically lying and misleading. Trusting Carvana definitely turned out to be more of a headache than just dealing with a local dealership. I suppose if everything goes well and there are no hiccups, it's great. But just know if there's any problems during the process on Carvana's end, they don't care about the customer and will just say oh well you can wait a few weeks or cancel, we don't really care either way.

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  • author
    CASEY NEIL
    Dec 17, 2021
    What a joke and waste of time

    Customer Service is absolutely trash, and definitely not on the same page with each other. Underwriting team is even worse. I did a legal name change earlier this year and stated that DURING THE VERIFICATION which APPROVED my application. I went to pick up the car on 12/16/21 after driving an hour and a half in traffic one way only to be told 3 hours after I get there that the underwriting team decided to not move forward with my application due to my name change and told me I had to resubmit my application after updating my name on my account and uploading my driver's license with my current name it which THEY ALREADY HAD since the rep took pics of it when I checked in and sent it to them along with my Official Name Change Order (Notarized), the very same one one I used to get my drivers license changed along with my social security card and passport THAT THEY ALSO HAD photos of as I brought all of it with me just in case. I do what they say and update my account literally right after they tell me to do so and resubmit my application which doesn't go through due to an error only to find out after calling into customer service several times, the underwriting department LOCKED MY ACCOUNT. I ask why and the rep tells me the only way I could get that answer is for to write and mail them a letter asking them. This is after I did exactly what they told me to do for something I was told wasn't even going to be issue to begin with only for it to be one and get my account locked because of it. Legally changing your name isn't fraud and isn't a valid reason to lock someone's account especially if they have every document needed to prove its legality. Pretty sure telling a customer false information during a verification process is though. If your going to tell a customer something isn't an issue perhaps double check before approving everything that it actually isn't one. This was one of the worst purchasing experiences I've had backed with absolutely trash customer service, don't waste your time.

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  • author
    Eric Matuszewski
    Dec 17, 2021
    BAD EXPERIENCE HERE

    So I was recently trying to sell my car which was appraised at $4,900 with high miles roughly 189k. My check engine light came on and I was completely honest about it and said it was not a major problem as it was explained to me by the mechanic. So I was told to try Carvana because they would give me what the car is worth and won’t “lowball” me. So I tried and caravan said the would give me $400! The SCRAP VALUE of a 2013 VW Passat is $1,012 and Carvana had the audacity to quote me $400! Needless to say I went to webuyanycar on grant ave With 2 lights on the dash at this point (EPC)(CHECK ENGINE) and still walked away with $3,000!! I am shocked that such a trusted business would offer such a LOWBALL offer! So anyone looking to get too value for what you have go to webuyanycar on grant and ask for Felix this man will not take advantage of you!!

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  • author
    h hunter
    Dec 16, 2021
    Carvana has let standards slip and prices are ridiculously high on their cars.

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

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  • author
    Sandi Katz
    Dec 13, 2021
    CARVANA IS DISHONEST AND LIES TO THEIR CUSTOMERS.

    I would have given Carvana a better rating until they lied to me about the delivery of the car I was planning to purchase. I have been told every day that the car is in Miami and will be delivered Dec. 14 at 12p.m I received an email this morning confirming that. I just received another email saying it won't be delivered until Dec. 18th because the car is in someplace like Arkansas and in route to Miami. I CAN'T BELIEVE HOW CARVANA OUTRIGHT LIED TO ME. HOW AND WHY WOULD THEY TELL ME THE CAR IS IN MIAMI AS EARLY AS THIS MORNING. HOW CAN ANYONE TRUST THEM WITH ANYTHING THEY SAY? I WILL MOST LIKELY CANCEL MY ORDER FOR THE CAR AND BUY ONE FROM SOME PLACE I CAN TRUST. SHAME ON CARVANA!!!!!

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  • author
    Tom Kay
    Dec 12, 2021
    The registration process is horrible …

    The registration process is horrible First they lose paperwork you signed at delivery, then the sit around for over a week saying they are reviewing. Using covid as their excuse ( I'd like to see how that flies with the payment). I can get a title and tag in less than a hour in person. Very disappointed in the post purchase process

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  • author
    V B
    Dec 12, 2021
    Awesome Transaction

    A week ago I purchased a car on a Sunday morning and it was in my driveway as promised the following Thursday morning. The only person I needed to speak with in the entire process was the delivery person….who was a gem. A seamless process. I can only hope that the remainder of my ownership is as flawless. Very pleased.

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  • author
    Kurt Viska
    Dec 12, 2021
    Very happy with Audi purchase

    Very happy with Audi purchase. Rick did a great job with full transparency. I appreciated how quickly he took care of a small dent I discovered after delivery. Highly suggest then.

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  • author
    Concerned Consumer
    Dec 12, 2021
    Great selling experience

    First, I am reviewing on the selling car to Carvana viewpoint, which was seamless and a very competitive price. Have highly recommend them to all my friends. I would say that I would have high reservations in purchasing a car from them without the ability to inspect ahead of time. But to sell it’s a no-brainer. Better prices than any dealer or CarMax. More convenient as everything is done by internet and they come and collect the car at your home.

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  • author
    Mike Scott
    Dec 11, 2021
    Carvana is deceptive and are not honest…

    Carvana is deceptive and are not honest with their customers. I bought a car and did everything thing per their instructions. Then afterwards I was told that there were shipping delays. OK, I accepted it. Then I was told the car would be 4 days late. I called to square away insurance paperwork and they had an opertuninty to tell me the car had engine problems at the Atlanta inspection station. It was being shipped from New Mexico going to Virginia. So, the inspection prior to leaving the original point of departure and the inspection stations along the way should have revealed the engine problems early on. They wanted me to wait 10 more days so they can fix the car, in the mean time not telling me there was an issue with the engine until I pressed them about the 2nd delay. Complete dishonesty. I even proposed buying another car exactly like it that had 20K more miles on it and they would have to reduce the price by $3000 to match the other. Did not budge. Complete dishonesty and only out to make money. Not even wanting to make things right with my purchase. I would advise any and all of you to stay away from Carvana!!! Not even worth 1 star.

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  • author
    Euddy Rodriguez
    Dec 11, 2021
    Inspect the car thoroughly before taking possession

    The initial experience was pretty great, got a nice amount for my trade in, picked the car I wanted and finalized the purchase. So far so good, delivery date kept and I picked up from the hub in Miami. Soon after picking up the car, the headaches began, my issue is the car had an aftermarket stereo which did not retain all the features of the head unit, such as blue link, HD radio and satélites radio. The back up camera was barely visible, am/fm received no signal and to top it off the screen went blank. Plus the subwoofer in “premium” sound system was not even working either! I called Carvana and they provided me with 2 options: 1. Keep the car and they can make an exemption and have the factory radio replaced at the dealership or 2. Return the car (in hindsight may have been the better option). I chose option 1 and took the car to the dealership, they filed a claim with silver rock and claim was approved. After about 2 weeks of waiting, dealership calls me says they have the radio. I go to dealership and the radio that Silver Rock ordered and sent to the dealership was a used radio with a dented screen, they also did not send the installation gear needed. The dealer would have to order the dash kit and my radio could not be installed. The dealer advised me that Silver Rock insisted on ordering the part themselves as opposed to the dealer ordering over about $100 difference in price. The radio sent over to the dealership AGAIN was NOT the Original factory head unit! How hard is it to get the factory radio reinstalled into a vehicle? Needless to say this experience has really made me regret doing business with Carvana and Silver Rock. I said forget it and just went to a local radio installer and ordered a radio. Now I have come out of my pocket to get an aftermarket stereo that I initially did not want! My advise to anyone reading this review, please make sure you inspect the car before you even take possession. I am finding issues nearly everyday, just discovered the passenger side mirror is not fully functional and After Market with several wires clearly visible and not connected. I gave 2 stars because at least the customer service advocates I spoke to were helpful.

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  • author
    Chelsea Lones
    Dec 10, 2021
    I bought what I thought was my dream…

    I bought what I thought was my dream car. Two weeks after, I noticed that the sun roof wasn't opening and closing properly. Long story short, the repair facility now has my truck for an undetermined amount of time. When I called SilverRock and Carvana, they both were absolutely useless. I am now out of a vehicle, and if I want to rent one, I have to pay out of pocket (for an undetermined amount of time). Once my repair is complete, THEN they will credit me for up to a measly $400. Save yourself the trouble! They are selling damaged vehicles and they aren't there for you when it goes south.

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  • author
    Peter G
    Dec 10, 2021
    CARVANA sold me car with missing PARTS

    Car Ana sold me a car MISSING the emergency key that is hidden in the remote. I didn’t know there was an emergency key in the remote until the battery died today. Looked online and was informed there was an emergency key and to my surprise it was MISSING. car Ana said sorry it’s past 45 days it’s not our problem. They DO NOT CARE.THEIR OWN REPS DIDNT KNOW THERE WAS A KEY IN THE REMOTE BUT AGAIN THEY ARE SORRY. THE PREVIOUS OWNER MUST HAVE THE KEY AND. OW IHAVE TO REPLACE THE THREE LOCKS WHICH WILL COST $300 plus the cost of getting into the car without that emergency key. CARVANA CUSTOMER SERVICE IS HORRIFIC!! AND NOW I HAVE 2 RECORDED CALLS. Your rep told me they were authoritizing silver rock to make the key and then today I’M TOLD NO. It’s in their notes so now YOU ARE LIARS. You go back on your words and what your rep authorized. YOU SUCK!!

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  • author
    buffie larsen
    Dec 08, 2021
    Stay away far away from Carvana

    Stay away from Carvana and save yourself. First off, like others have said, I was able to get more for my trade in elsewhere so do you homework first. I Pre-ordered my vehicle and was told it was going through "the inspection process". It took 3 1/2 weeks. As soon as it was "ready" I got things in order and gave them a copy of the check and tracking number so it could be completed. I spoke to a representative and she said I was ready to go and could move my pick up date to the following day. That night after the Bank was closed and the check was in the mail I got a text saying there was a transportation delay and I had to wait until a full month until I could pick it up. I texted the live reps but no response. I finally was able to talk to a live rep and she said that the notes said it was having mechanical problems (the AC wasn't working and the check engine light had come on) so they were now sending it to the dealer. Also there were now dents. So now I have a loan and no car. Why was I told it was ready to go and they wanted me to mail the check when it wasn't ready? No tranparency whatsoever, you have to dig around and find out the real problem. And now I hope I get my check back before it accrues to much interest. Glad that money is going down the drain. My advise, don't waste you time.

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  • author
    Steve Sagnip
    Dec 08, 2021
    Go to a used car lot in the middle NYC

    It would be less hassle and painful to buy your vehicle from a used car dealer on a back road in the middle of no where. complete waste of my time.

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  • author
    Scott Taylor
    Dec 20, 2021
    Ordered a vehicle on Thanksgiving

    Ordered a vehicle on Thanksgiving, I could’ve had it delivered two days later but I pushed it back to the following Saturday. Since that time they have canceled my appointment twice at the last moment. They keep claiming transportation delay. Do yourself a favor and stay far away from Carvana. They don’t have a clue what they’re doing. ***In response to their reply, my issues have not been rectified. If they were the vehicle would be in my driveway. ***update**** After five delivery reschedules, it arrived. Leaking rear pinion seal and rusted rockers…$25k for this? Nope, I refused delivery. Apparently no one is inspecting these vehicles at Carvana.

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  • author
    Courtney Burnett
    Dec 06, 2021
    Sold me a lemon

    Sold me a lemon. Engine failed within 4 months of purchase. Horrible!!!!!

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  • author
    Janice Grube
    Dec 06, 2021
    DONT DO IT

    DONT DO IT. They took 23k from my bank over a month ago and they’re still “experiencing delays” to get me my car. With no date in sight. STAY AWAY

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  • author
    Julia
    Dec 06, 2021
    Rip off

    Ordered a car online 3 weeks ago. Approval was great and super easy. I was also going to be trading in my car. The day of the delivery everything went south. The delivery person was super rude from the fist moment and rejected my trade In because a tire was low on air. She them canceled the entire sale and left. I called carvana they fixed it and after many phone calls back and forth rescheduled my delivery saying that the driver was completely in the wrong. They did me a favor though. Went to a dealer to check what they could do for me. Dealer gave me 4K more for my trade and interest rate 5 points less and a brand new car the same price carvana was selling me a 2018. So really I owe that rude driver a thank you for saving me thousands of dollars

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  • author
    Erin Mackey
    Dec 07, 2021
    This is my fourth review to Carvana…

    Edit: in regards to your reply, Carvana- exactly how is silver rock going to help me? When I called they said I was responsible for the repairs because I didn’t have the $8k warranty. But good job replying to make yourselves look like you’re trying, I guess. This is my fourth review to Carvana because more stuff keeps happening with the same car and their response remains the same- which is more or less “sorry you had this experience but we aren’t going to do anything to help you, thanks for the money though lol” I bought this car back in May. Since then, I’ve needed to replace the tires twice. The first time because I thought it was just normal wear and tear, the second time because it was found that I needed an alignment. The brakes were misaligned, the catalytic converter failed, the muffler rusted off, and the exhaust had some previous repairs done to it they should have never been done- They said they were metal pieces welded onto the bottom of my car from like a fence or something that didn’t belong there. The fuel lines needed to be replaced, the spare tire is rusted on to the bottom of my car so badly that they couldn’t get it off. There was literally a half inch thick layer of rust covering it. The last few weeks, the horn failed, then the drivers side window stopped working, and NOW……. DAMAGED CV JOINT. All in 7 months. And Carvanas response? Well, see the previous reviews- it’s more or less “sorry you had this experience but you didn’t buy the $8k warranty for your $14000 car that’s actually only worth $4000. If you have any questions or if you want to hear us tell you that we can’t help you over the phone, please call this number” 🤣 In other news, you have never met a more petty person than me in your life. I literally got a job with one of their competitors and have been there since October and man do I enjoy taking the phone calls from customers who are irate with Carvana. And because people call my job thinking that we are Carvana, either to complain or to buy a car, I have actually talked a great deal of people out of calling Carvana. I will continue this until I’m done paying off my car. That is my promise to Carvana. It doesn’t help me or my vehicle situation, however, just knowing that I am costing Carvana so much money right now- from the giant decal on the back of my car saying DO NOT BUY FROM CARVANA to talking their potential customers out of purchasing from them, is the win that I need. I know, they don’t care, and that’s fine. But I have to tell you, I’m feeling pretty good about the small little wins that I’m getting in here 🤣 Oh- BY THE WAY- your employees are telling people that they DONT do the inspections that you promise on all of the vehicles and that they are so rushed that it couldn’t happen even if they wanted to. That certainly explains a lot 🤣

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  • author
    Ray
    Dec 04, 2021
    I purchased a vehicle through Carvana

    I purchased a vehicle through Carvana. When it came time to the registration process, the ball was dropped. I went back and forth with Carvana as I already had plates and they sent me new plates. I ended up transferring the plates myself. I was moments away from leaving the crappiest review I could!! Keem Miller, a rep from Caravana called me. He took ownership of the error. He made it more than right for me. Hopefully this doesn't happen to another in their purchasing experience. I will actually think of Carvana in my next car purchase or recommend.

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  • author
    Sheri Dell
    Dec 04, 2021
    I bought a car on Carvana and picked it…

    I have mixed feelings about Carvana. I bought a car on Carvana and picked it up at a local delivery. It went smoothly except the rep did not realize that I was crossing a state line and was coming from a different time zone. I guess my bad for not confirming. I had it for just a couple of days, and wanted to return it. I could not arrange a ride back until a few days later, so I was cutting it kind of close. I was told by the customer service representative that I would take it to the same place I picked it up. When I called the day of the return to confirm, I was told I had to take it to a different location 100 miles away from or pay $500 for it to be picked up. I could not arrange a ride back. I expected to be paying a lot for an Uber ride back, but at least less than $500. However, the manager of the location was very nice and arranged for Uber to take me home on their dime.

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  • author
    Tom Lutzy
    Dec 02, 2021
    Much lower than other options

    I got an online estimate from Carvana for my car to compare against what I might get for a trade or from other sites such as Carmax and Car Gurus. The Carvana estimate was $6000 less than those from the other sites. Rip off.

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  • author
    Prasad Panati
    Dec 02, 2021
    Registration and Title nightmare

    Buying and receiving the car was smooth but that's where it ends. We did a trade in and paid off the balance with Cashier's check. They keep asking me for documents as if I made a mistake in paperwork. The company messed up the paperwork and they keep delaying the registration. At the point I think they have no intention of registering the car and provide me with the tile. I've been on the phone with support multiple times now. I even contacted the CEO requesting for help. He handed me off to someone else and she assured me multiple times that all the paperwork is in order and ready to be submitted to DMV for registration. Today when I logged in to check the status, guess what I found. They are asking for more paperwork without sending me anything to sign or send it back. Everytime I call in to get a status update, they give me misinformation about paperwork. That agent asks me to check the post-sale dashboard. THE POST-SALE DASHBOARD IS NOT CORRECT. At this point, I would not recommend Carvana to anyone. They need to take the ownership of the registration process. Update: I reached out to your customer service representatives and they are still giving me the same misinformation and not much help. Please stop posting from a script and actually help the customer.

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  • author
    John byrne
    Dec 15, 2021
    have bought and sold 5 cars with…

    have bought and sold 2 cars with Carvana..4 transactions...2 in 2016 and 2 recently....found them a lot more capable in 2016 than the present dealing...bottom line was a lot of the current personnel not very capable...case in point: wanted my lic transferred to the new car....initially told unable so talked to a registration person and told it would happen....end result was the registration did not transfer and received new plates...called Carvana and the eventual answer was that they did their job and it was it was mvd problem...went to mvd and found the paperwork was not done properly for the transfer...had to pay 77 dollars for the transfer and lost 4 months on the previous tag...out over $177 for Carvana unable to transfer a license plate...saw the caravan review....WHAT..bought a 2020 mazada cx-5 on 10/10...correct name ..live in anthem,az...way too fast about not finding the name..nice try..if you take notice...most of the bad reviews commented on by Carvana stated. they were unable to find the customer..really hard to believe

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  • author
    Alyssa Christianson
    Nov 30, 2021
    very easy and great customer service

    The online process is extremely easy. They tell you everything you need to do and are explicit with what you’re reading/signing. The day of delivery was smooth as can be. They got held up in a bit of traffic but kept me updated constantly and was no problem at all. I was also trading in so all the paperwork needed to be signed at the time of pickup. Super organized and helpful delivery people. The car was in perfect shape, very well cleaned inside and out. They completed as much of the registration process as possible (my state requires in person registration at the DMV) and made sure I had all the paperwork I’d need. Overall awesome experience. Highly recommend

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  • author
    Ramin
    Nov 30, 2021
    EXTREMELY BAD EXPERIENCE WITH CARVANA

    I pre-ordered a car 5 weeks ago. After 5 weeks my account shows "Next step ... Inspection" It is as it has been shown since day one. Call Carvana customer support multiple times. They say nobody knows what the status of the car delivery is. EXTREMELY BAD EXPERIENCE WITH CARVANA

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  • author
    d.l smith
    Dec 15, 2021
    Be Careful please Read

    This is my second review originally I Gave them a good review. I Bought a car back in sept 2021 l love the vehicle however I Would have never purchased the vehicle if I knew I had to pay sales taxes out of pocket which came to over 2 thousand dollars that I had to scramble up to get tags So I call and they apologize for the inconvenience and tell me the reimbursement check is being sent out.it will be December 2021 next week and I have received nothing. This really hurt right around holiday season and put me in a bind. They should be more clear or have a better process than putting a financial burden on someone. Not to mention im paying interest on the 2500 dollars because it was included in my loan. Please Be Aware!!!!! Update It is mid December still nothing from carvana. Called didn't get any help from customer service. They owe me over $2000 dollars I am really starting to regret purchasing a vehicle from carvana

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  • author
    Cras
    Nov 28, 2021
    I had a good experience, but it was definitely not a timesaver.

    - I bought a car from Carvana in August of 2021, which was originally supposed to be at my house a week later. The delivery was delayed a few times until I got the car around a month after placing my order. + Carvana, however, did reimburse me $500 for the delay in delivery! - I ordered an older model car, which I expected to come with a few issues, and it did. The bottom had some serious rust damage (calipers, shocks, exhaust and oil pan). According to the mechanic and an engine light that turned on a few weeks later, it needed a new oil pan, light connectors and shocks and a catalytic converter, as well as some other minor fixes. + Their customer support is really good, and they were ready to take the car back within the first 7 days. I decided to keep the car and work with their warranty provider, SilverRock. I definitely had to jump through a few hoops to get the repairs done (i.e. go to various mechanics, make a few calls), but in the end all the repairs were taken care of, and I feel confident that the car will be trouble free for a good while. - It took a lot of time to go to different mechanics and get all of these repairs done. If I didn't work remotely, or didn't have retired parents to help take my car to the various mechanics, I would have had to rent a car while getting the repairs done and/or take time off of work. + It was easy to find the car I wanted, with the price, color, transmission, sunroof, stereo etc. I was looking for. I would have had to do a lot of driving to find it all at a dealership. If you aren't looking for anything specific in a used car, it might be easier to go to a trustworthy dealership with a repair facility. If, however, you are like me and want a certain model in a certain color with certain options, it is hard to beat Carvana, and Carvana's customer service as well as SilverRock's is solid.

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  • author
    Joe bronx
    Nov 28, 2021
    I was $12.000 in the negative (upside…

    I was $12.000 in the negative (upside down) other dealers just roll it into the new car loan carvana wanted me to pay $12.000 upfront which I did not have.

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  • author
    Alex Biggs
    Nov 27, 2021
    Unprofessional and don’t care about…

    Unprofessional and don’t care about their customers. Deal fell through for a second time. I am in the military and move quite a bit. I have been trying to trade in my vehicle for a newer one. Unfortunately I have another family member’s name in the car I am trading in. The first time, I received a power of attorney so I could sign for them. Carvana told me it was against their policy to do this because their hq is in Arizona and I was in California, I offered to get an Arizona POA and they declined. So I decided to wait to Thanksgiving liberty period and drive the trade in car to Utah, where my family member lives. I explained this to them and the need for the car to be delivered on the day they said it would prior to completing the order. Everything was set and two days before delivery I get a text that they had unilaterally pushed out the delivery date by a week. I called and let them know that wouldn’t work, as I had previously explained prior to finishing my order, I had driven 12 hours to Utah to switch out the vehicle and I have to be back in California before the new delivery date. They confirmed the car was in Las Vegas (5 hours away), but said it would take over a week for the car to make it to the delivery location. I asked they keep their word and to deliver it in the confirmed initial delivery date. I was told to call again on the delivery date to see if they could deliver it sooner. I suggested they should be the ones to call me instead of having me call them. They said they didn’t have that ability (which is weird since they had called me numerous times throughout the process). Their unprofessionalism cost me an additional 1,600 miles on the vehicle I am trying to trade in (driving back and forth from California) which they admitted would lower its trade in value with them. Unfortunate that a company this big doesn’t care enough about its customers to keep its word of a material term of the contract (delivery day) and couldn’t figure out how to drive a car 5 hours in 3 days.

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  • author
    Edward
    Nov 26, 2021
    No registration 5 months later…

    I bought my car in July. I have yet to receive vehicle registration/plates. No one can tell me when I will get them. My “top” expiration date for my temporary plates has come and gone multiple times. My new top expiration date is in February. How can it take 5 months to process a vehicle’s registration? Carvana says they want to fix this issue in response to other complaints. The truth is they don’t care.

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  • author
    MaryClaire Comeau
    Nov 26, 2021
    If I could give them no stars I would

    If I could give them no stars I would. I had an accident on October 26th, and have been without a car since then. I had received a rental through my insurance company at a reduced rate and returned the car following the start of a purchase being started November 12th. I was promised my car for the 17th, and on the morning of the day it was supposed to be delivered I received a notice that my car had been delayed 10 days. When I called to figure out what had happened I was told that there were reports of my car in two different states, and they weren't sure where it was or what had happened. 8 hours later I received a follow-up call to inform me that the facility that held my car (which was determined to be in New Jersey rather than the original thought of Connecticut) had a broken truck. The delay in the car was told to me to be primarily due to Thanksgiving, which I can understand. 9 days later, the morning before my car was supposed to be delivered on the SECOND scheduled time, I was again informed my car was delayed. It was now in my state two hours away but would take 10 additional days to get to me. When I asked what had happened, I was given a vague description of "logistical complications" and when pressed further it was elaborated to be paperwork. I asked what specifically had happened since I had been told my car would be delivered to the holding facility at the same time it was received, and yet would take another 10 days than expected to complete because "there are a lot of cars" despite my original call telling me that my car was now marked for priority. I drive for a living and have had my hours reduced significantly since I HAVE NOT HAD ACCESS TO A CAR due to this insane situation. In order to make amends, they could either give me $750 back or I could begin the purchase of a new car entirely that would somehow be delivered a minimum of four days sooner than the car purchase that has been in process for 14 days now. I am disgusted with the treatment of my time and my money as well as the ridiculousness they have put me through. Prior to my experience, I had heard wonderful things about Carvana. Rest assured, I plan on telling everyone I can that it is NOT WORTH IT. Spend your money elsewhere and forget this place.

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  • author
    John Smith
    Nov 25, 2021
    No thanks Carvana!

    I was in the market to trade my existing vehicle in and purchase a “newer” used vehicle and thought Carvana was the right fit. I followed the process and found a vehicle in preorder. I wanted to buy this vehicle as I liked the Carfax report and wasn’t in a hurry so I put a deposit on it as I wanted to be the first inline. I waited 7 weeks for this vehicle to be released and in this time, no one from Carvana could tell me when it was going to be released. At that point, I was worn out and had enough. Luckily, I found a car locally that was a better fit for me and although it cost more, I decided to buy it. A week after I had requested my deposit back from Carvana, I thought I would check to see if that same vehicle was available and it still hasn’t been released and now, Carvana increased the price by $2K. I am thoroughly disappointed with Carvana and they lost any trust I had in them. I thought they were the future of buying cars but frankly. I had a much better buying experience buying a car the old fashion way!

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  • author
    jeff parker
    Nov 23, 2021
    Carvana NOPE

    First of all before I go onto my rant let me say the buying experience was very easy. Now for the Horror Story . Driving my new car 100 miles down the Interstate away from home gearbox fault warning comes on, I get pulled off to the side of the road (actually to my final destination) and their warranty company (Silver rock) comes and picks up the car, and delivers it back to my hometown dealership of Land Rover. Unfortunately the dealership can't look at it for three weeks because they're backed up, which I understand. in the meantime I just decide I'm going to do the swap because I'm under my seven days. A representative from Carvana helps me out with that, everything was still good by this time I'm about 8 hours into a phone conversation (of course that's now much longer than I was spent in a dealership to get a car that works). The representative helps me find another car that I like and I have it scheduled for delivery all the while the car I originally purchased is at the dealership just kind of sitting there. I follow up with Carvana the day before the delivery of my newer car they say no problem everything is taken care of and they (Carvana) will go to the shop pick up by Land Rover and bring me my new car great. 2 hours before my newer car was being delivered I get a call from the person who's dropping it off, who was let's just say very rude, inconsiderate and shouldn't have a job, told me they can't drop it off because they can't inspect the car (BTW This is opposite to what I was told on the phone the day before just double checking and doing my due diligence) now I'm on the phone for another 4 hours. Carvana can't figure out how to rectify this situation . Pretty sad with in just a 2 minute call I have a tow truck coming to pick up the car and drop it back off at my house so Carvana can drop off my new car all that I demand is that they drop it off the next day. Now it's too late in the day so they offer me a call back tomorrow morning from a supervisor and a drop off of Friday which is now a week and a half after the fact. Here's the rub I'm out $600 for a rental fee $400 for a tow truck and my holiday in Atlanta is canceled because I have no car to drive to Atlanta. Carvana car buying made easy should be “Car buying we suck if you need to do a swap.” POS”.

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  • author
    Talk Dat
    Nov 30, 2021
    What started off as a great…

    What started off as a great relationship ended really bad. So we bought a car over a year ago which had to be switched out because it wasn’t running well. Got the second car and it was fine but we had to waste a lot of time on the phone with CS to get everything sorted out. Fast forward two to today I decided to purchase a car for my husband using carvana ordered the car and they had a delay in getting the car to us it took an additional two weeks. Finally got the car but the key doesn’t work and they don’t know how to get the glove box opened. They advise us to call their warranty service department which told us to contact the dealer. We decided to replace the car with another went through the transfer process and was all good until it was time to pick up the car. Well no car available since they allowed someone else to purchase the car! So we drive an hour there for no car and all carvana had to say was you can find another car or give back the one you currently have. Well this will be the last time we ever make another purchase through carvana the concept is good but the reality of making a purchase is time consuming and backward. They don’t care enough to deal with the situation at hand and because everything is done online it’s very difficult to get solutions for any issues that may come up. Update: I reached out with the number provided and still nothing was done. At least with the dealership I can walk in and speak my concerns face to face for a solution.

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  • author
    S E
    Dec 01, 2021
    I was upset, they have since redeemed themselves

    Upfront the service is fair - with a decent part exchange offer and smooth delivery - it is after this that the headaches begin as their internal systems and customer service clearly cannot keep up with their forced growth. My plates arrived late and they missed the Illinois deadline for car registration for which they were responsible - accordingly I was fined by Illinois Dept of Revenue and they advised they would reimburse me but I would have to pay the fine and then make a claim. Having paid the fine they incurred (on their behalf) and providing proof of the same I was advised they would overnight a check, however having not received anything I chased this up 30 days later to be told "the check got rejected" by their internal systems (with no notification to me) and moreover "it will take 45-60 business days for our financial operations team to re-approve this check, and another 10-15 business days for the check to be sent." ** 55-75 business days is 11-15 weeks i.e. 3-4 months for them to reimburse me for the penalty they incurred ** Furthermore, they have advised "But if the Treasury team denies the check for any reason, then nothing happens, you just don't get the money" This is downright theft and dishonesty after promising reimbursement for the penalty they incurred. If you wish to have a hassle free experience I would NOT recommend using this company, they clearly have not invested in the back-end systems to deliver on their marketing promises. *UPDATE 30-NOV* Carvana have today sent me a check via FedEx refunding the entire registration cost, which is much appreciated along with their acknowledgment in their reply. Thank you!

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  • author
    Brian Howell
    Nov 23, 2021
    I put in an order for a vehicle with a…

    I put in an order for a vehicle with a low down payment that suited my needs. Everything was going smoothly until I first had issues with uploading documents and then my initial offer expired, so I was informed. I then logged in to notice that the down payment jumped dramatically and called customer service to see if something could be done. I was told that a ticket would be created to look into it but never got a follow up. The next morning I called again to check on the status of the ticket and was informed this time that it was denied, at which point I cancelled my order. I'm now trying to deactivate my account but not finding the resources to do so. This was a monumentally frustrating ordeal and I do not plan on using carvana's service ever again and urge others to avoid the company.

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  • author
    David Kidd
    Nov 22, 2021
    An unusual but decent experience

    I decided to sell my car to Carvan because their offer was very good. I entered my car's license plate number and answered a few questions about the car's condition in an honest way. Once I had the offer, I continued by taking photos of the odometer reading, my registration, driver license and and pay-off balance from my lien holder and uploaded it onto their site. When you do this, you should see green check marks that indicate the upload was successful. After that, it says a Carvana team member will verify the information and get back to you in one to two days. As stated, they got back to me and needed one more piece of information that a Carvana representative helped me with. It was easy to contact this person by leaving a call back number...they really do call you back within 30 to 60 minutes in my case. The representatives I spoke to helped me in a professional manner and answered my questions with results. I do have to say that one representative was not too helpful when I had an issue. If this happens to you, just call back and another representative will help you if you're having issues...it happens in any type of business. Never hesitate to complain about an issue with a representative at Carvana. The most important part of selling a car on the internet is being able to COMMUNICATE your issues in a civil manner to a representative. This will straighten out the problems if you give them a chance. I sold my car to Carvana in 8 days from uploading to check in hand as promised. The one odd thing that happened was when I received the check, the guy told me to deposit the check the next day because sometimes there are issues depositing it right away. I really don't know about that but I deposited the check the same day and everything was fine. My experience was a 4 out of 5. There's something a little fearful about selling a car when you don't actually see anyone...it's all phone calls and texting. This is why COMMUNICATING is essential for Carvana representatives and yourself. I hope this review helps...a big thank you to the professional women at Carvana. And a thank you to the corporate side as well for following up. These people really do care when you work with them.

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  • author
    Gary Gray
    Nov 21, 2021
    If I could rate Carvana a zero

    If I could rate Carvana a zero, I would. I bought my car from them in July of 2021 and this is late November 2021 and I still do not have my plates. I’ve been calling them for 4 months now, they always apologize and say this is not the experience they want for customers. However, they do want this experience for customers because they do it to almost everyone. Avoid being ripped off by this criminal company. The CEO is a convicted felon, for fraud. Looks like he is back to his fraud game. My car did not come with an inspection sticker and I can’t get one in Texas without license registration. They promise to call you back and never do. Information is conflicting and never consistent. They train their customer service team to lie, deceive and keep you pushed to the back burner. This poor excuse for a company should result in fraud convictions for the top brass because they are breaking state laws and screwing their customers. Avoid this company completely, it is a sham.

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  • author
    Jessica Harper
    Nov 21, 2021
    Complete night mare

    First time buying a car & since day 1 it has been the worst night mare of my entire life!!!! The first car I picked out I got a text when I was 10 minutes from the Tampa location to tell me the check engine light came on when they where loading it on the tow truck keep in mind It was a hour drive for where I lived however I ended up picking out a different car a 2020 Mitsubishi mirage that I really wasn't to thrilled about however the lady who was helping me talked me into it because it only had 14,000 miles on it well before my 7 day return was up I decided I don't want the car I have three kids and the car is tiny with no room for kids so I picked out a camery well needless to say carvana messed up my paper work so I got stuck with the mirage this happened June 2021 come agust my tags expired I get pulled over and am treated like I stole the car because the tag didn't match the vehicle so my car got impounded I called carvana and there employees told me wow it took me a long time to sort everything out because it was like you car never existed !!!!!!! I get a updated temporary tag because they said they had to rebuild my paperwork so it would take 6onths before I got my licences plate Sept comes I done been calling for a new temp tag they promise to send it on separate occasions so in the first week I was pulled over twice and got two separate tickets for registration and two for tag exp. So I park the car call everyday for a tag that I need it so October comes still got a temp tag that expired 09/01/2021 I tell them about my experience for the 6th time and tell them they aren't doing professional business I want my down payment back and come get the car I was begged to give them one more chance that they would issue my down payment back for all the errors that accured from there end and all the money I had to pay out of pocket because there employees weren't doing there job not to mention paying insurance for several months 260$ a month on a parked car well the middle of November comes still no updated tag car still in the same spot no refund of my down payment just a email saying my paper work done I owe 1300 for past due car paymens call them flipped out and was told we can't find it in the notes about a promised refund are you kidding me and still nothing's been resolved

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  • author
    Charles Murdy
    Jan 08, 2022
    Definitely avoid Carvana

    Initial process was quick and easy. Found car, make, and model. Purchased said car, get delivery three days later. Almost a month later still waiting for car. Order will be canceled if they miss this one. Little communication or explanation. Finally got a call and an explanation. Associate was very nice and apologetic and explained repair issue with stereo had held up delivery. Car is supposed to be here in a few days. We will see. Still overall not a good experience. Update Car has been postponed multiple times now with a tentative delivery of 1/7 original date 11/11. Ridiculous. Update Car was canceled finally. A complete fail with nothing really done for inconvenience. Nothing offered over the original compensation and the longer it went on the less I was offered.

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  • author
    Brian
    Nov 21, 2021
    Never again !

    Never again !! I decided to try Carvana simply to avoid "cheesy" car salesmen. I made no less than 15 calls prior to "Delivery Day" due to "problems with their web-site". Now, 5 weeks after delivery, I get an email telling me that I never signed my contract (electronically), which I did (I saved the PDF's). So, I had to re-sign, which then removed the "Auto-Pay" from my account, so I had to go round and round to make a payment. Still waiting for my final paperwork so that I can transfer my loan to my bank....Never....Never....NEVER again !!!

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  • author
    Brooklynn
    Nov 20, 2021
    Carvana is a rip off

    Carvana is a rip off. They sold me a car with rust, and sprayed undercoating over it to hide it. Not to mention there was ABS issues on a car over $40k. I think for that price I deserve a higher quality than Carvana will ever provide. I have been waiting to get my money back and a call from a “supervisor” for a week now. This process has been a nightmare thus far.

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  • author
    Lauren Liebhaber
    Nov 20, 2021
    Carvana made me wish I was dealing with Harry Wormwood (see: Matilda)

    I'll start out by saying that Carvana broke my spirit. I cancelled my order one week into my nightmare, so I cannot speak to the quality of the car or the value of Carvana's 150-point inspection. On 11/12, a Friday, I began the process of purchasing a 2018 GMC Acadia. Carvana emailed me at 4:00 PM that evening with next steps. They gave me a deadline of 11/17 at 9:00 AM to have all the paperwork finished. That includes the Registration and Title Application form (RTA), getting placed on the Bank of America funding list, etc. From Friday at 4PM to Monday at 9AM is one business hour. Saturdays and Sundays are not working days for everyone. So there goes one extension I can't even believe I had to ask for. I'll also point out that the RTA form which Carvana filled out and gave me one business hour to get signed was full of errors (incorrect birthday, missing fields, the wrong vehicle color). Even if my insurance company had signed it and didn't notice the errors, the RMV never would have accepted it. I'll save you the play-by-play, but that same RTA form was "fixed" three different times, each time with a new error, and each time causing a delay that I was penalized for. At some point a blank RTA form was sent to my insurance company to sign. BLANK! Perhaps the most frustrating thing about the whole process is that until the end of this week, I had to re-explain myself and my situation to every new advocate I spoke with. And it was many, many different people. Carvana boasts a streamlined process but I honestly would have spent significantly less time standing in the RMV getting everything straightened out myself. And I wouldn't have had to listen to that atrocious hold music. I started to get a bit nostalgic for the RMV. One advocate finally filled out the RTA form correctly for me and sent it into my insurance agency with instructions to send it back to him directly. And then left for a long weekend. Therefore causing me to miss yet another deadline. So there's a form sitting in his inbox doing me no good at all. So I had to ask for another extension. Not to mention that the process seemed to have changed over the course of the week. Suddenly the RTA form—which I was originally supposed to send myself and then send back to Carvana—became something that only Carvana and the insurance agency could touch/send back and forth?? But who knows. No two Carvana advocates had the same protocol. It was like they were all reading from different rulebooks. There are probably two more versions of that RTA form floating out there in the ether which Carvana claims they never received, despite my insurance agent walking me through the process on the phone and confirming it was successfully sent out. There were other frustrating points like text support conversations which lasted for nearly 45 minutes, with the Carvana advocate taking an average of 10 minutes to respond. It yielded nothing helpful and wasted more of my time. I could go on for days about how completely unhelpful Sebastian the chatbot is. But I'll leave him out of this because he's only as smart as his input. I would occasionally receive emails from the verify@carvana email account saying "more information is needed" and instructed to click on the "browse files" button in the purchase dashboard to see what was missing. Not only did it feel like a scavenger hunt, but that "browse files" button does not exist. For a few moments I truly believed Carvana was a cover for some sick sort of candid camera prank show. The endless inane processes and phone calls just didn't seem like they could be real. I started to get a horrible feeling in the pit of my stomach that if their process was this sloppy and careless, it's likely the same attention (or lackthereof) was given to the cars they're selling. I cancelled my order out of fear of how much worse this nightmare could get if there were serious issues with the vehicle. If you've had a great experience with Carvana, I'm jealous. I wanted to love it. If you're considering Carvana, start banking some extra patience for what is unequivocally the most inefficient and maddening process of your car-buying life.

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  • author
    Anonymous
    Nov 19, 2021
    Carvana is just not as advertised

    Carvana is just not as advertised. They do not make car buying any easier. I was willing to live with the prices being inflated for the sake of convenience. But it's not convenient. Once they finalize the sale, the process becomes murky and cumbersome. They ask for proof of insurance. I added my car to my insurance and provided proof of insurance. I got a text saying everything was good. However, the website kept saying they were processing my updated insurance information. I contacted them on their website. At first they said, yes everything's fine as long as you have proof that the car is on your current policy. I pointed out that their site said I was required to show insurance for 90 days past the date of sale. However, my policy renewed after 60 days past my date of sale. When I asked the customer service agent about this, she told me to call the underwriting department. In short, I'm spending hours just to be sure that I'm actually going to be able to get the car on the day of delivery.

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  • author
    Dillon Gray
    Nov 19, 2021
    Buying is great, registration is flawed

    Buying and receiving the car was great but registration has been a nightmare. They continuously contact me via an automated system telling me to provide a Verification of Vehicle document. This is a document that they have to provide to the registrar but they keep telling me to provide it. I've been on the phone with support 3 times now. The first time, they tell me that it's their mistake and it will be resolved. Fair enough. A month later, I call in to get a status update. Turns out, that guy didn't do anything and it's in the same limbo state. That agent opens a ticket and tells me they will restart the process and to check the post-sale dashboard. Automated emails/calls keep coming to tell me I'm driving with expired plates (as if I don't know that) and I call in several days later for an update. I'm given no meaningful updates. Every time these people tell me to look at the post-sale dashboard as if that solves a problem. It's the thing telling me to provide the document I can't provide. How is it that tiny local dealers can register cars without issue but Carvana can't? The worst part here is there is nothing I can provide to help. They just keep dropping the ball and only pick it up when I call, which I shouldn't have to, and then they drop it again. I would like to recommend Carvana but I can't. They need to take the energy they put into the sales experience and redirect it to registration. I can forgive issues happening but it's unforgivable that they put it on me to hound them to fix the issue.

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  • author
    Jane Crawford
    Nov 18, 2021
    Over 1 month before I received payment for my car

    Everything up to receiving payment went fine. Unfortunately, the check I was given for the purchase of my car had illegible numbers (bank routing and account) which I did not notice at the time the check was presented to me. It took 3 phone calls/chat sessions each totaling at least an hour. (Note the online chat session was well over an hour, and at the end of it, the person I was chatting with was unable to give me confirmation that a new check would be issued and told me to call the 800 number to get more information). All told, 3 weeks elapsed before I received a replacement check. I immediately deposited the check, only to discover a couple days later the check was returned by Carvana's bank(!) At this point, 4 weeks had transpired since Carvana took delivery of the vehicle I sold them. I called once again, and after a 2 hour phone call, Carvana issued payment to my bank via ACH. I would give each Customer Service rep I spoke with five stars for caring and trying to solve my issue, however the overall customer service experience gets 0 stars. The discrepancy stems from the frequency and duration each service rep placed me on hold during a the course of the call. To a person, each rep would profusely apologize for the long time I was on hold. I could only imagine that the individual must be managing multiple calls simultaneously, to give the customer the impression that the wait time to speak to a representative is relatively short. It was agonizing to say the least. As of this morning, the ACH payment is now in my bank account, and I await a few days to ensure it is not reversed. I would hope the issues with payment were all unfortunate errors. However, it does make me wonder whether there is a game to drag out payment due to lack of funds.

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  • author
    Angela Balthrope
    Nov 18, 2021
    Never again will I use this company

    My experience was great until I received the car. Upon inspection there was damage to the vehicle that was not listed on the website. Because of a miscommunication between silver rock (the warranty company) and myself, I was unable to get the vehicle inspected by a professional until after the seven days. I also had to take the vehicle in because black stuff was blowing out of my vents and the car was making lurching motions. The vehicle ended up having a clogged air vent due to the air filter being bad. When I finally had the vehicle inspected by a professional, there was more damage on the vehicle than anybody thought. After numerous phone calls I was able to get in touch with Someone who was able to do a vehicle swap but we could not do it that night so we set a phone call for the next day. The next day when we were set to initiate vehicle swap, it could not be done because it had gone past 15 days and their system would not allow it to take place. Ever since then I have been struggling to get in touch with someone at Carvana who can help. I am getting the runaround that someone will call me back and no one calls me back. When you go to get back in touch with the person that called you, they cannot be reached immediately because there is no extension to reach them at so you have to go back on the merry go round of getting a phone call back. It got to the point today where I said that I was going to go through mediation if nobody wanted to get back in touch with me and respected my time. And the gentleman on the phone said nobody can talk to you now because you want to go through mediation. Nobody wanted to talk to me on the phone to begin with. I don’t want to have to go through mediation, I just want Carvana to do what they said they were going to do. I have had to deal with this for two weeks, my mental health is taking a nosedive, I’ve threw up twice because of the stress this whole situation is putting me under. Nobody should have to go through with us. I feel like I was taken advantage of and Carvana pulled a bait and switch. All I want is for a resolution to take place. I want the vehicle switched out for the vehicle that I already have on hold. Nobody is attempting to help me resolve this in a timely fashion. I’m just so upset.

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  • author
    adam benalla
    Nov 18, 2021
    Solid car at first

    Solid car at first. Then radio stopped working 1K miles in on a 12K mile Mustang. Now transmission shifts rough. Still only 13K miles in. Not a good quality vehicle. Not happy with Carvana.

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  • author
    Kara Clark
    Nov 18, 2021
    Carvana is a joke!!!

    Carvana is a joke!!!! Worst experience EVER!!! STILL NO CALL OR PLATES!!!!

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  • author
    Paul “Sindail” D.
    Nov 18, 2021
    Worst experience ever selling a car

    Was quoted a purchase price for my car, but since I had just paid it off and had not received a title yet, apparently it put a kink in things. I spent HOURS in the text chat and over 2 hours in hold times across 3 calls. One of those was to a supervisor who was actually the only person I spoke to that DID have an attitude. I live in Arizona and our state has not had paper titles for over 2 years. I had a title summary showing a clear title notarized directly from DMV, but they still wanted a paper title. In 2021 where car vending machines exist, they couldn't handle this one simple service. So after a second trip to the DMV to verify I could not get a paper title from them I went home and checked with Carmax. I got 2k more for my car and no nonsense. Was a longer wait than I expected there, but totally worth not having to deal with carvana

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  • author
    Jennifer Zaborski Baratto
    Nov 17, 2021
    I have had the worst car buying…

    I have had the worst car buying experience with Carvana and I will never, ever purchase a vehicle through them again. I did a trade-in online, the car was to be delivered on a Thursday. I had to update my license due to it being stolen. I went through the app and updated it and closed it out. Apparently, you have to go through the entire process again when you update anything. So, after 24 hours, my car that I thought I had purchased and was being delivered was released and sold to someone else. SO, I purchased a second vehicle. I was told it would be delivered Sunday, great. Saturday evening I get a text stating it had been rescheduled to Wednesday afternoon. Tuesday I get a text saying it will be delivered in the AM. In the am, the hub calls to say they are running behind and it will be an hour late. An hour later they call to say there is a car parked in front of it and they cannot find the key and are rescheduling to the afternoon. The afternoon rolls around and they call to say the car has been sent back to the WInder location and the only thing they can do is reschedule it but it has to be at least 2 days out so now I am looking at a Sunday delivery. I started this process almost 3 weeks ago and I still do not have a car. This has been the most frustrating process ever. I canceled a photography session this evening and am out over 400.00 due to this. The customer service line did nothing to try to make the situation better even though they are the ones who have messed up. I will never deal with this company again, and I will never recommend it to anyone. Word of mouth can be powerful and I will be sure to post my experience everywhere I can to make sure people know to stay away.

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  • author
    Magdalena Chirica
    Nov 17, 2021
    Worst experience ever

    Worst experience ever. Lacking customer service. I don't recommend anyone buying from them. They kept delaying the delivery and making excuses every time I was trying to get an update. Total lack of professionalism.

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  • author
    Kara Clark
    Nov 19, 2021
    This makes like my 3 or 4 bad review…

    This makes like my 3 or 4 bad review about CARVANA in the last 6 months. I wish I could give them a -5 but can’t unfortunately. Ok so here we go AGAIN……. I bought my last car through Carvana which was a great experience that time and just traded it in in April for the car that I have now. Carvana somehow messed up on my account and had to rebuild my account and that took 6 to 7 months. I have had to call every single month at least five times to get a new paper plate which is very very very exhausting and time-consuming! Now today I am being told that I have ran out of the number of times of paper plates that I can get so therefore I have to drive around on expired plates because of Carvana‘s negligence. I was told that I cannot speak to a manager and that they will put in a request and they will call me back in 24 to 48 hours. That is unacceptable totally unacceptable Carvana!!!!! Not only have I been a very good customer, I have also referred other people to you which I regret now! Now, I am being told by Bridgecrest that you all are paying my first six payments because of your negligence and messing up my account which is great! But now I’m expecting more because this is absolutely ridiculous and you have definitely lost my future business!!! Now, I expect a call tonight!!! From a manager and I had better have a email with my new paper plate as well!!!!. Actually better yet I better have my real plates in the mail within the next couple of weeks! No exceptions! I am a very very very very very disgruntled customer now and will never ever ever ever ever give you guys any good reviews ever again unless this is rectified IMMEDIATELY!!!!!! If it’s not rectified within the next couple of weeks I will be getting a lawyer and I will be suing for other damages besides the messed up account. Do not take this lightly! Thank you! UPDATE: Oh Carvana that’s a bunch of BS! That reply is from a template that I’ve seen on many other reviews that you have received first of all. Second of all, you guys answer your phone calls within five minutes when I call customer service so to say that you’re shorthanded because of Covid is a bunch of BS too!!! I am driving around on expired license plates because of you guys and if I get a ticket you’re gonna pay for that too. Not only that, I’m about to contact one of the news stations with my concerns if this isn’t rectified at my satisfaction very quickly!!!!! Oh also! Since it took you guys six or seven months to rebuild my account and Bridgecrest is owed almost $3000 now you need to go ahead and cut their check that they’re waiting for as well! This was not my fault, this is your fault and I’m not going to deal with this!! Thank you have a great day!

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  • author
    Dan
    Nov 15, 2021
    Buyer beware, worst car buying experience of all time.

    I decided to go with Carvana because I liked the idea of a haggle free car buying experience that I could manage from my computer. After a fairly smooth ordering process Carvana took the money out of my bank account in full and sent me an email telling me my car would arrive later the following week. I then spent the next 5 weeks with no car and zero updates from Carvana, they had taken my money and I couldn’t get an answer about where my car was, I felt like I was being held hostage. I had to call them every other day and sit on hold retelling every customer service agent how it had been weeks since I placed my order and they withdrew the funds from my account, they responded with the same story that they would look into it and call me back, but no one would return my call for 5 weeks! Even when they raised my account to their executive team to try to get me an answer, they wouldn’t return my calls either. It was a true nightmare from start to finish and Carvana offered me nothing in return for my experiences and the countless hours I spent on hold with them over the course of a month and half of waiting for my car. I placed my order on October 6th and finally got to canceling my order on November 12th. It’s November 15th and I still haven’t received my refund. Back to buying cars the old-fashioned way for me.

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  • author
    Joe
    Nov 15, 2021
    I will never buy a car online again, from Carvana

    I will never buy a car online again, especially from this place. I will try and keep this short... So take away what you can. I purchased an SUV as a 3rd vehicle so we could load up the dogs and kids to go skiing and not be overly concerned about the wear and tear. I spent $26K for this. Really the only two things needed were, 4WD and third row. Everything was going smooth, I selected the vehicle and was on my way to having this be the most painless car purchase ever, or so I thought. The SUV arrived and everything seemed fine. The front tires had too little tread so the delivery driver noted that, and the battery was nearly dead and needed to be replaced. Not ideal, especially for $26K but I dealt with it and moved on. A few hours later I stepped in the SUV and went to do a full test of features only to notice, wait for it, it didn't have 4WD!! Mind you, this SUV without 4WD would've been priced around $19K. I mean, how do you get that wrong?!?! I called Carvana, they admitted it was an error and blamed KBB (weak) and offered me $500 or a replacement. Uhm, I think you owe me more than $500. So, there goes my fast and easy purchase... They offered me a $500 rebate for a car I waited 3 weeks for only to find out the drive train was misrepresented (not like missing fog lights or a heated wheel), a dead battery and worn front tires. Are we having fun yet?? This is already too long... I called 5 times, was promised a manager would call me 3x and they never did. I was put on hold north of 30 minutes in total and twice I was disconnected after holding 10 minutes. As of now they don't have an SUV to even replace this and they have been dodging this to try and take me over the 7 day return. I thought buying a car online and skipping the dealer was gonna be awesome -- I was wrong. I'm sure people have great experiences here, like any business. Beware... because if you don't, they will try and sweep it under the rug and ignore you. Their stock is trading pretty high right now. Looking forward to a lawsuit on this one.

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  • author
    Mr G
    Nov 29, 2021
    Purchased a car form Carvana7/21

    Purchased a car form Carvana7/21. 4 months later still no registration or title. Same story from the countless customer representatives I speak with, They are so sorry for the delays ect , Nothing gets done Most frustrating experience ever Shop elsewhere Update: It took 4 1/2 months but I finally got my tags,registration and title.. Love the car but the entire experience was questionable whether it was woth it or not

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  • author
    Kimmie Jaé
    Nov 15, 2021
    DONT DO IT

    D ONT DO IT! I am disgustingly displeased with Carvanna. If you’re even remotely considering them and cherish your sanity don’t purchase anything from them! You honestly do better doing it the old school way doing your own research on vehicles online and checking their car fax go to the dealer and gave your own mechanic inspect . Their inspection is bogus I received a vehicle with missing pins and worn out wheels. Not to mention I haven’t received my license plates registration keeps getting delayed and I’ve had my vehicle since August. So guess what they do send you a pdf link go print your plates out🤣 ugh how tacky! Y’all, My delivery was rescheduled 3xs and they promised to compensate me with 300 gift card is what they saidfor my troubles. Don’t believe them when they say this because I just received a $100 sorry for your troubles worthless check. Let’s just start with the fact Aug I was in a head on collision and car totaled out. So Carvana always advertises this new fun fast way to purchase vehicles. So I did my research on the vehicle but clearly not enough on Carvanna’s customer service. So I got my check from the bank whose amazing btw love Navy Federal and they’ve helped my credit tremendously, but I uploaded all the documents so my side of the deal was done. I was excited. They just needed to verify everything so cool. The literally approved all my documents but claimed their was an issue with the vehicle needing more inspection amd to be cleaned thT the car wasn’t ready it needed to be washed everytime I called their was a different excuse so each time they delayed I had to resign documents . If you happen to go through the HELL I experienced please take screen shots. And save all of your messages. But in the process of me waiting I’m missing work my car isn’t drivable I’m making arrangements with a rental I wasted $2k on in hopes of receiving my paid for car that Carvanna pretty much held hostage. I mean it was ridiculous and each associate you call is at home but they see the notes and are very apologetic not to mention they changed the price last minute and I had to pay $3k cash to the idiot service rep who delivered my car and promised I’d be compensated for my troubles because I was about ready to cancel my purchase. Good job on the ethics Kingwood. 🙄Now I know if it’s not in black and white don’t believe the bull they promise and even in black and white they lied. Even after calling today to see why I was promised one compensating amount they denied it. I’m a person who believes in honesty and nothing good comes with being a liar. Please don’t be the person to go through what I went through. I absolutely regret my purchase! And Carvana don’t bring your tails under my comments with your phony apology and write how you appreciate the feedback and will try correct the issue because you won’t. Good day.

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  • author
    Alex Montas
    Nov 14, 2021
    4 months later no title + no registration

    Carvana has "nice people" doing customer support but they are not helpful. I bought my car while moving to another state. I immediately notified them that i was moving and only 3 months later they tell me they didn't make the change (even though they have been sending mail to my new address and have talked to multiple people). My registration and title is in another state and then they want me to go to the DMV to pick it up (DO YOU KNOW HOW MANY DMVS are IN NEW YORK CITY!!!!) . Yes they do ok with delivery but at this pace I may just have to give the car back.

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  • author
    J Peters
    Nov 14, 2021
    I had a great Carrvana experience!

    I bought a 2019 Accord hybrid. I purchased the car on Friday 11/5. Everything went through in about 40 minutes. They offered me top dollar for my Chrysler Town and Country as a trade in. Carvana immediately said my delivery date would be 11/13 at 3:30 PM. Carvana called me at 2 PM that day to let me know they were on the way. The delivery guy looked over my trade, unloaded my car and let me take it for 10-15 minute test drive. It drove great. The only thing I will say is it had more nicks and scratches than were shown on the website. But it is an almost 3 year old car with 35K miles on it. The whole process on delivery took maybe 45 minutes. I could not be happier with my Carvana experience. I was a little afraid to go this route based on some of the reviews, but Carvana had the car I wanted and offered me the best deal with my trade. For me this experience was way better than spending hours in a car dealership.

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  • author
    Angry
    Nov 14, 2021
    Almost 6 months

    Almost 6 months, no registration, or title. The car now sits in the garage without an expired plate. I paid cash. They blame it on COVID. Then they blame it on the state of MA sending the title to the wrong location. Then they send a check for $250 for a rental car, which where I live costs $503 per week. They cannot tell me when they will send my plate, registration, and title. Beyond infuriating. Most likely fraud. Car deals never take more than 45 days to complete. Period. Oh unless you are incompetent or just a terrible company to do business with. The executives are laughing all the way to the bank..

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  • author
    Christine Ashcroft
    Nov 14, 2021
    Poor customer service

    Was so happy to find a car I loved and the financing, contracts and scheduling went so quickly and easily. The day of my delivery, I get an email saying they rescheduled my delivery 4 days later. The day before the next scheduled delivery, get another email that is is delayed another 4 days. Every advocate I spoke to told me something different. 1 said the car was 4 hours away, several ignored the question of where the car is and 2 said they didn't know where it was. Nobody was helpful or could give a explanation. Now I'm scrambling to find a car on a Sunday because Carvana hasn't kept their word. Will never recommend Carvana or use it ever again.

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