Carvana delivery process

Carvana delivery process DEFAULT

Carvana is an online-only used-car retailer that performs almost all the functions a physical dealer would offer: buying and selling cars, accepting trade-ins, and financing purchases. Naturally, the company's site contains a thorough FAQ page, but here's a primer on how it works.

How do I find and buy a car?

It's as easy as going to the Carvana home page and clicking "Search Cars." Vehicles costing from around $7000 to $100,000 are sourced from auctions and dealer partners, trade-ins, and cars Carvana buys from private sellers.

Clicking on a car pulls up the vehicle detail page. If someone else has just begun the purchase process, a pop-up displays how long the vehicle's being held for the other customer. Photos with the "Purchase Pending" graphic have been bought and won't be available again unless they are returned. You can sign up for email alerts for vehicles that return to the available pool. It's also possible to save searches if the desired car isn't in inventory, and you can save cars to "Favorites" to look at later.

Each detail page loads a 360-degree tour of the vehicle, a photo gallery, and a free CarFax report. Carvana says every vehicle is Carvana Certified, meaning it has passed a 150-point inspection, has a clean title, no reported accidents, and no fire, frame, or flood damage.

Clicking "Delivery & Pickup Options" tells you how soon you can have a car delivered to your nearest Carvana market.

Clicking "Get Started" initiates the buying process, which begins by creating an account. Prices aren't negotiable, but the listed price is the out-the-door price before adding registration fees and optional extras. Buyers can apply for financing through Carvana's in-house Bridgecrest Acceptance, use third-party financing, or pay with cash. They can also apply a trade-in, purchase GAP coverage, and add an extended warranty.

To finance through Carvana, the company requires you be at least 18 years old, make at least $10,000 per year, and have no active bankruptcies. Carvana doesn't accept co-signers for financing. Pending verification of the applicant, the finance terms offered are good for 45 days.

How do I take delivery?

Whether you live in a local or non-local market can make a notable difference to your Carvana experience. At the time of writing, Carvana counts 261 local markets in 31 states plus Washington, D.C. If you live in any of those places, Carvana delivers your car on one of its trucks at an appointed day and time, usually free of charge. Some vehicles incur shipping charges even in local markets if there's a "significant transport distance to your location." The site offers the option to search for the same make and model without shipping charges. If a buyer pays for shipping to a local market, the shipping charges are refunded if the buyer returns the vehicle by the end of the seven-day trial period.

If you don't live in a local market, you have two choices. You can pay a non-refundable shipping charge to have your car delivered to your door by a third-party company within a delivery window of "a few days." The shipping cost can be added to the financing. If you return the car, you will get back the amount you paid minus the shipping fee.

Or you can go to a local market to retrieve your car, Carvana reimbursing you up to $200 for a plane ticket so long as you decide to keep the car. A Carvana rep will pick you up in the local market and escort you to your car or to a vending machine if you're in one of the 25 markets that have them. At the machine, you'll be given a token to feed the giant toy box to get your car. If the car gets stuck between the dispenser and the glass, the Carvana rep will kick or tip the vending machine to get the car unstuck. (We might have made that last part up.)

Once you've met the vehicle, a driver's license and proof of insurance gets you a test drive of up to 20 minutes. If you don't like the car, you can send it back right there. If you do like the car, you fill out the final forms and registration paperwork, and it's yours to drive home.

How do I trade-in or sell a car to Carvana?

As part of the buying process, Carvana asks for details on a trade-in. If you plan to trade in a vehicle, you'll be asked to provide standard information such as mileage, features, condition, and accident history. Based on your answers, Carvana will make an offer that's good for seven days.

The company only accepts trade-ins in local markets, and the same goes for selling a car to Carvana. If you factored trade-in funds for your purchase, and you're outside a local market, you need to get the car to a local market.

When it's time to hand over the trade-in or vehicle for sale, a Carvana rep will inspect the vehicles to ensure it agrees with the answers supplied during the purchase process.

If you've traded in a car, Carvana holds onto the trade-in until the end of your seven-day trial period. Should you return the vehicle you bought, Carvana will return your trade-in along with your refund.

How does the trial period work?

Carvana's seven-day money-back guarantee begins from the moment you take delivery. You're allowed 400 free test-drive miles, every mile beyond that costs $1. Assuming no damage or modifications occur during that week, you can return the car for any reason before the week is up. In a local market, the return is free and the entire purchase price is refunded. Outside a local market, the refund will be for the purchase price minus the cost to deliver the vehicle. There's no additional shipping cost to return the vehicle.

How do I get the car registered?

Since cars can come from anywhere, they will be delivered with temporary tags that could be from out of state. Carvana's FAQ states, "For the majority of our customers, we are able to complete the registration process for you," but restrictions in some states might not make that possible.

Vehicles will be registered to the home address provided during the buying process, and Carvana sends the registration and license plates. Cash buyers should receive their titles in six to eight weeks.

Is there a warranty? Can I buy an extended warranty?

Every car comes with Carvana's 100-day, 4189-mile limited warranty provided by Carvana's in-house company SilverRock. Per Carvana's FAQ, it covers basic systems such as air conditioning, audio equipment, vehicle sensors, fuel systems, and major electrical components as well as the powertrain (engine, transmission, and drive train). It also provides roadside assistance. Warranty claims come with a co-pay.

This limited warranty begins from the date you receive the vehicle. When getting repairs made under warranty, there is no co-pay if the vehicle's taken to a SilverRock preferred facility. For shops outside the SilverRock network, there's a $50 co-pay.

Carvana offers an extended warranty called Carvana Care on many vehicles. The vehicle's detail page provides information on availability and cost where applicable. When it is offered, you can purchase Carvana Care up to the time your car is delivered, and it starts from the date of delivery. It also provides roadside assistance and requires a $50 co-pay.

What can go wrong?

Based on posts in the Carvana forum on Reddit and on reviews left at sites like the Better Business Bureau and Consumer Affairs, Carvana's weaknesses fall into few general areas. People have reported issues with delivery, timing, and location. There have been registration delays. And while Carvana promises a 150-point inspection, things can always get missed. This can be easy to handle by having the vehicle inspected by your own mechanic within the seven-day trial period, then deciding whether to keep the car.

As always, when buying any used car from any person or company, do your homework. And remember that figuring out the best place to buy a used car starts with figuring out what kind of shopper you are.

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Sours: https://www.caranddriver.com/features/a34061661/how-does-carvana-work/

Carvana: 20k Used Cars, Buy Online, 7-Day Returns

Carvana is the first end-to-end online vehicle retailer. We have over 20,000 meticulously inspected and photographed vehicles in our owned inventory. See every detail before you buy.

Carvana is happy to support social distancing efforts by providing ‘Touchless Delivery’ and ‘Touchless Private Appointments’ for customers who choose our Vending Machine experience. The health of our community at large is the highest priority during this time of uncertainty, and all vehicles and keys are getting extra sanitization.

Search cars for sale, get instant financing terms, then buy online and track your delivery. Delivery is free in our growing list of local markets around the country.

Need to finance your purchase? Carvana works with all types of credit. Upgrading your ride? Get a firm trade-in value in minutes.

All purchases are protected by a 7-Day Money Back Guarantee. If you don't love your new car, we'll come pick it up and bring you a different one or provide a full refund.


Need help? Carvana’s customer support is available seven days a week. Give us a call at 800-333-4554 and we’ll help you through every step of the process.


With the Carvana app, you can:

Buy Cars Online
• Select from more than 20,000 vehicles
• Schedule delivery straight to your driveway
• View and reschedule your delivery date
• Track your car’s delivery all the way to your door

Finance & Trade In
• Get instant financing terms
• Value your trade-in in less than 3 minutes, with no photos or inspection required
• Make auto loan payments—manual and auto pay options available
• View your auto loan details

Stay Informed
• Get notified if there’s a recall on your car
• Get all the information about your warranty or vehicle protection plan in one place


Buy online. Get it delivered. Love it or return it. Download the Carvana app now and discover the new way to buy a car today.

Sours: https://play.google.com/
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Carvana

Rated with 5 stars
Gregory of Bentonville, AR Verified Reviewer
Original review: Sept. 11, 2021

Absolutely Flawless experience! The Carvana process was amazing. I'm going to break it all down because it was that good! Sorry for the length! First the shopping and ordering experience: The whole process was done online from my phone sitting on my couch. I got pre-qualified in about two minutes by entering very basic info. Things to note, your pre-qualification does not affect your credit The pre-qualification stays the same for forty five days and includes your minimal down payment and monthly payment. Each car shows you what your down payment and monthly payment is. It's very convenient. I will tell you this, what the down payment says it is, is truly what it is no hidden costs. Now your monthly payment will also be the same unless you add options like warranties and gap coverage.

I had an idea of the car I wanted so I browsed through their inventory online fairly quickly. I suggest using the filters to enter the maximum amount of miles you want the car to have. Enter the make of car you like or just the vehicle type like truck, suv, car, etc.. This will help narrow it down and save you time, because they have a huge amount of cars! Once I found the car I wanted I filled out the remaining info for approval. I had my approval within five minutes. Things to note, I personally don't have good credit. They take more into account than just your score. Even with not having good credit my minimal down payment and monthly payment was reasonable and in my budget. I was given the option to have the car delivered or I pick it up from the vending machine. The nearest vending machine was three hours away in Oklahoma city. I knew I wanted the car and I wanted to see this vending machine. So I chose to pick it up.

Oklahoma City Vending Machine Agent: My carvana agent at the Oklahoma City Vending Machine was Kyra! She was very friendly, and thorough. She contacted me about thirty minutes ahead of my appointment to check in on me and to remind me to have my license and insurance. Side note, I knew I was going to buy this car, unless it was something very obviously wrong with it. So I rented a car on a one way rental from Avis which I chose because it was on the same street. Now I just drove three hours to get here. I informed Kyra that I was dropping off a rental. She immediately sent an Uber to pick me up! Already paid for and ready to go for me! It was awesome. So I definitely recommend and hope you get her as your agent. A thoughtful friendly person at a car dealership makes the experience ten times better! She was that person!

Oklahoma City Vending Machine: This place is tall and very cool looking! We walked up and a carvana gentlemen held the door open for us. Kyra was standing there and greeted us. No one else was there, it was very personal. The place was very clean. That was the first thing I noticed. Everything was white and spotless, the building was all glass so it was a very open feeling. My folder was ready at the table. There was an area for my son to sit at while I went over paperwork with Kyra. Signing the papers was so fast, like I said I did it all online, so I literally signed four papers in person.

After signing Kyra gave me a huge coin and told me where to insert it to activate the vending machine. Things to note, it really is a vending machine! It's really cool. If you have kids, I definitely suggest bringing them! They will love it! I handed the coin to my son and had him insert it. The vending machine activated. I won't tell you what it does or how it works, but I will tell you it was worth the three hour drive even with a seven year old asking how much longer constantly. The smile and excitement on my son's face watching this was priceless. Once it was in front of us, Kyra told us to take it for a spin and she will see us in a little while. We drove it around and inspected it. I asked my son if he liked it, he said "I love it, can we keep it?" I told him, "Absolutely." We drove back and told Kyra we wanted it. She smiled and said. "Ok great, you are good to go!" That was it! Away we went!

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Rated with 5 stars
Joe of Peoria, IL Verified Reviewer
Original review: Aug. 7, 2021

This was a great experience! To start, I hate the whole car buying/dealership experience. I was looking for a specific car and the current car market is low supply/high demand. There were 2 cars that met my criteria on Carvana. Once the car I choose came off of hold (i.e. the previous customer did not buy it – similar to having a time limit to complete your transaction when buying concert tickets), I put the car on hold. They gave me like 30 or 40 minutes. In that time, I was able to go through the whole buying process, get approved for financing through Carvana (I also had enough time to get financing through my own bank). Carvana’s rate at 3.9% could not compete with my bank at 1.9%, but it was nice to have the Carvana’s financing option.

The price was the price, no haggling or, let me talk to my manager…also no leaving the dealership always wondering if you got one-upped and left something on the table. I do not know if I could have got a better price, but the price was in-line with my expectations. Either way, the experience and lack of pain was worth every penny and more. Carvana (like dealership) asked if you wanted extras like warranty, etc, but instead of dealing with a salesperson who tells you saying no is the hugest mistake in your life, you just click no and move on. I did not have a trade in, so I cannot comment on that. I had a 10 minute call a couple days after purchase with Carvana’s underwriting group to verify financing (1st human contact).

I scheduled delivery to my home (think Doordash for cars people) which was for the 20th and got notification the day before it was delayed and would be the 31st. I work in the logistics industry and know that driver shortages/delays in freight is real problem, so I do not hold it against Carvana that my original delivery was pushed back. Car arrived on a single carrier and driver went through 2-3 minutes of paperwork, unloaded car, had me test drive and asked if I had any questions (2nd human contact).

Both human contacts were quick because I wanted it that way…both the underwriting person and the driver were very pleasant and would have spent as much time as needed to go through questions. I bought a car in/out in less than an hour, all from the comfort of home. I didn’t waste 4-6 hours at a dealership. I will buy all my future cars this way. Lastly, although I knew this was the car I wanted, it was nice (and I am sure for others) having up to 2 trade ins within 7 days/400 miles. Thanks Carvana, great work.

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Rated with 5 stars
Rick of Bend, OR Verified Reviewer Verified Buyer
Original review: June 21, 2021

Please do not get me wrong, auto dealerships do a great job in sales and service of brands in this country, however the sales experience has lost its way over the last couple of decades. Manufacturers are holding dealers hostage for CSI and reviews so being a salesperson is now very difficult with luxury brands. I retired as a GM/GSM from a luxury brand after 14 years in 2014 and was happy to escape the system as it just was not fun anymore, buying a car should be fun.

When it came time for us to find a replacement car, for sure I tried a few dealership I had a relationship with in the past but all were void of my needs as a customer. My needs are really simple, tell me everything about the car as the information is available, show me why this is an investment we should make as I know cars, and what if the car has problems.

I did not give up speaking with dealers and their disassociated lead driven BDC or internet departments but found it rather interesting to buy a car online, how does this work? After exploring several options we found Carvana. I could see the car, window sticker, condition, warranty, and a no-questions asked return option. Well that was impressive and we decided to give it a try as they had the exact car we were looking for at a very fair price. Remember a fair price is what you should be looking for, a dealer selling a luxury preowned unit way under market should be a warning sign.

The entire Carvana experience was beyond anything realistic a salesperson at my dealership could have taken the time to do with a customer, Carvana had it all packaged up. Impressed all the way through delivery as we were outside of their normal drop off areas. Driver called me, I picked up car, and was so pleasantly surprised, the car was perfect and as described. The Carvana DMV process in 2019 was a very nice feature of the delivery, my plates just showed up in the mail. Loved the car but our needs changed and sold it to a friend.

So now time to find a replacement car again, in 2021 when good preowned cars are very hard to find and dealers know it. We again found an acceptable car on Carvana, year, miles, price, window sticker, seemed like a good fit and we were already comfortable with the Carvana buying process. Wow, things change, the process was even easier and we bought and paid for the car in like 15 minutes total.

We had a great delivery experience this time with the cool Carvana truck and delivery person. I did not really need any help but let him do his thing, he was not trying to sell us anything just there to make sure the car looked and drove as we had hoped. It did, awesome again Carvana. Thank you for the fun and enjoyable buying experience.

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Rated with 5 stars
Brett of York, PA Verified Reviewer
Original review: June 17, 2021

Was in market to purchase a new vehicle. I spent a good month or more just watching the inventory on Carvana and other sites. I don't like dealing with dealerships because you feel like your being judged. I liked the Carvana inventory. Plenty of cars to choose from. I had in mind what I wanted and saw some well equipped vehicles. I kept holding off. Finally in April I found the vehicle I wanted with most of the options I wanted for the right price.

Once I started the buying process it was a breeze. I did a trade in and got a fantastic trade amount for my vehicle. I got the financing through Carvana and got a real good rate considering my credit is merely good. Lastly there was no charge for delivery, unlike another online company which wanted to charge several hundred dollars. Finished the purchase with out any issues. Scanned in my documents (license, insurance, etc), took pictures of the trade's odometer reading, etc. Signed the loan documents. All in all the actual "buying" process took about 40 minutes (counting the scanning, etc) and I could do it all from the comfort of my couch. Got my load documents quickly and signed everything. This was a Friday night, and I setup my delivery for the following Saturday (a week away).

Ran into a hiccup the next day with my insurance, but that wasn't Carvana's fault it is the State of Pennsylvania's. They have a "45 day rule" where you have to show the car will be insured at minimum 45 days after purchase. My policy runs every 6 months and unfortunately I was buying this car when my renewal was due to come up. So the Carvana rep called me and said I need to get a rider. I called my insurance company who sent Carvana the rider. Unfortunately, my insurance company must not have understood because the rider they sent was only for 30 after purchase not 45. Ultimately I just renewed early and insured the new vehicle a few days early. No big deal. That allowed me to send Carvana proof the new vehicle would be fully insured. Again, that was only hiccup I encountered during the purchase/wait for the vehicle.

I got a email from Carvana a couple days before delivery confirming my Saturday delivery and telling me what I had to do. Also it told me the driver would text me when they were close. I had read reviews where people kept having their vehicles delayed, but mine was right on time. In fact, the driver got there a little early. He was super friendly and polite. He unloaded my new car and as I looked it over and took it for a quick spin around the block he took pictures of my trade and then loaded it up. He then gave me my packet of paperwork and explained it to me. I signed what I needed to and that was that. Easy Peasy. Now for the car. It was better than even the pictures on the site. I couldn't even see the blemishes on it that Carvana put as "hot zones" on the website. Everything was functional. Tires had plenty of tread, lights all worked. Car was clean in and out. Just to be safe though, I took it to my mechanic who gave it an inspection and found no issues with it.

Lastly, I had read reviews where people massive trouble getting the registration completed for their states. I had not issues. However, I kept an eye on the Carvana app which kept me up to date as the registration reached each step. I had also prior to delivery asked what all I needed for them to get it registered in PA and made sure they had everything they needed. I think it took about 3 weeks to get my registration from PA. So even though the entire Carvana process, buying, receiving, registration received, was finished a few weeks ago I wanted to make sure no shoe dropped and I happy to say it didn't.

I will say though that I think I purchased at the right time because I still like to look at other vehicles like the one I purchased and anything remotely with the same mileage, year and options is selling for much more now. So I think I got an absolute steal of a deal. So in closing this was the best car buying experience I have ever had. I did it my way, at my pace, with no pressure from some sales guy trying upsell me. I highly recommend Carvana and would purchase from them again.

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Rated with 4 stars
Jason of Topeka, KS Verified Reviewer
Original review: June 4, 2021

S.O. needed a new vehicle, due to the former vehicle's mechanical issues. Decided to give Carvana a chance, due to their commercials, and having sold used cars to dealerships in the past. Entered all of the trade-in info, as accurately as possible, and received an instant quote. The quote was much higher than I expected. Continued through the process for purchasing. Carvana had an excellent selection, almost overwhelming, of vehicles available. The filters are extremely helpful.

We started the purchase process after finding the "right" vehicle. The process has a countdown timer that starts at 45 mins. Each step of the process is broken into blocks. Completion of each block adds time. We got hung up on the credit block, due to a fraud watch that I have in place. This was 11:30 p.m. and there was no one to answer the chat box. The time ran out (issue#1). We started again at 8:00 a.m. with the chat box and found the vehicle still available. The Advocate chatting said that it was the fraud watch that caused the delay and that I should remove it to prevent future delays. Nope, it's there for a reason (issue #2). The process continued uninhibited until the trade-in portion. Carvana requested the "10 Day pay off amount'" from our lender. Our lender stated that they would issue a verbal one to Carvana, which they stated they do daily, and then issue the written one by fax within 48 hours.

I had received two texts at this point from two different Advocates, expressing a desire to assist with the process. One stated that I would need to call them to continue the trade-in process due to the lender's statement. I called and was connected to another Advocate. This Advocate decides to tell me their life story on how they ended up at Carvana, stated that they were in their last week of training, and tell me that a verbal amount would not be allowed. They then state that they will call the lender and "Sort it out" (issue#3). He called back to tell me how awesome he did and then said that I would need to contact them back. I called back and spoke with a not happy lender, who told me the same thing, "Carvana has always accepted verbal first and then written within 48 hours" (issue #4).

I called Carvana back, connected with yet another Advocate, told her what had happened. She asked her team, they said yes, they do that, she called the lender on 3 way, received the amount and that was it. She stated that she was also in her last week of training. It must be two separate training programs (issue #5). After that was completed, delivery was scheduled. Three days before delivery, I receive a text stating that the delivery will be delayed. They could, or would not, not tell me why. The delivery was rescheduled for five days later. Thankfully I had the day off (issue #6).

Delivery day was smooth. Found damage to the bumper that was not disclosed. The Advocate stated that Carvana would take care of it (received a text and email from Carvana and their warranty company within 24 hours). We test drove the new car, they loaded the old one, the Advocate said she just finished training the week before (apparently everyone is new), we did the paperwork and that was it. I have received a few satisfaction texts and one phone call to ensure that we like the vehicle.

Overall, I would recommend Carvana if you have lots of patience, enjoy online shopping, can wait a week to test drive your car, dislike or get anxiety at a dealership, or you are happy with the trade in and sticker price (no negotiations). Personally, I like negotiating at the dealership. I know that I could have got the price down, however the trade in price was too good. I would say that I paid for the convenience, but I'm not sure about how convenient it was. I would rate it a solid 8 out of 10. The experience was good, but Carvana should make a few changes, if I were going to use them again.

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Rated with 5 stars
Jeff of Fairfield, CA Verified Reviewer
Original review: Oct. 5, 2021

From the point of searching, viewing details for available cars, fair pricing, detailed Carfax reports, wide selection, intuitive web application, financing, and eSigning... all from the comfort of our cuddle chair! Delivery was on time, delightful customer service, and the vehicle was just as pictured! They even gave us a new purchase gift of dried fruit and nuts, nice touch. And excellent follow-up by customer service. We test drove before accepting delivery. Two gentlemen who delivered the car were awesome. Truly delighted with our experience!

Resolution In ProgressRated with 2 stars
Travis of Worcester, MA Verified Reviewer
Original review: Oct. 4, 2021

Massachusetts has some weird insurance laws/rules, it sucks, it should be fixed, but those are the rules. Carvana basically makes you sign an agreement which may make your insurance void during the 7 day period. Licensed insurance agents signing your forms told me that if they signed the documents as Carvana asks might lead to them losing their license.

On top of that Carvana is difficult to get documents from, I spent about 6 hours trying to get a proper purchase and sales so that I could get the financing lined up. You would figure Carvana would want to make the experience easy. After about 10 hours working on this purchase so far, and there is still more for me to do. When I complained to a Carvana rep about spending so much time, they replied that it is not such a bad thing to waste time, and it really isn't frustrating. Which is pretty darn frustrating to have someone tell you that your time is not valuable and what you are feeling!

On the good side the cars look to be in good condition, and at least with what I hope to receive (fingers crossed I will actually get all the paperwork done to actually get the vehicle), the price seems very reasonable to other car dealers and even private deals for a similar car. In the end, not worth the time, but I have spent so much I feel I have to see this to the end.

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Carvana response

We appreciate your feedback regarding the customer service you received. Teaching our advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Your feedback will help us do just that. Thank you for the insight you have provided to us and we hope this does not tarnish the enjoyment of your new ride.

Customer increased Rating by 2 stars!
Aaron of Houston, TX Verified Reviewer
Resolution response: Oct. 5, 2021

Thankfully Carvana was able to resolve the issue regarding my vehicle registration, thus saving me from having to go to the DMV and wait in line to register the car I bought from them (as I was told by a Carvana advocate). Even though I still have to wait for my plates another 3m but that's not Carvana's fault.

Original review: Oct. 4, 2021

I am absolutely disappointed due to the repetitive inconveniences from dealing with Carvana, from the purchase to registration problem after problem, and the excuse is always "due to covid". I called and waited on hold for 30 Mins, Waited for a call back, never got one in a hr...so I called back and said if I'd like to purchase a car and a real life person answered immediately, so it's clear to me where they have pulled their resources from, customer care is not a priority.

First they were a week behind on car delivery and waited till the time of the delivery to tell me they were were week behind, and said we will send a check to say sorry...that was 3 month ago. Never got it. Now my paper registration is expired and they have not called to say anything about it so I called them and they said I have to do it myself, and they can't tell me when I could possibly get my plates and sticker, another inconvenience, now I have to wait in line at a DMV somewhere because they dropped the ball....again and will not inform you unless you contact them and wait on hold for hrs.

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Carvana response

We know how valuable your time is, and we are sorry we made you wait. Carvana strives to create a stress-free car buying experience, and it sounds like we missed the mark in providing timely service to you. Being available for our customers is incredibly important to us, and we are continuing to focus our efforts on improving our wait times. We work diligently as possible to ensure vehicles are transported and delivered on time. We apologize for the miscommunication about your delivery as we want each of our customers to have a memorable experience. Should you have any additional questions or concerns, please do not hesitate to contact us at (800) 333-4554 or through our 24-hour chat feature.

Rated with 1 star
David of Newnan, GA Verified Reviewer
Original review: Oct. 3, 2021

After saving up and convincing my wife, I decided to buy a near new truck. This is a major purchase for me and my family. As many others, I do not enjoy the dealership experience. So I decided to try the online shopping experience. My research on Carvana seemed more positive than negative. The website is very nice and intuitive, the available inventory appeared quite large, the process seemed smooth, reviews were more positive than negative, and the 7 day guarantee sealed the deal for me. I decided to purchase through Carvana. After a few days of searching, I found a truck that checked off pretty much all the boxes for me.

The purchase experience was pretty smooth. I was not doing a trade-in and was not financing anything, so no experience with that part. I was instructed to show proof of funds by securely linking my bank account to their website. After I was approved for purchase, I was instructed to obtain a cashier's check from my bank, take a photo, and upload it to the site as proof readiness for the transaction.

The day before my delivery date, I was notified there would be a two day delay. No real explanation was given. I called to find out more information and was told the vehicle had made it to the local hub too late and they needed time to perform their pre-sale checks and do a detail. Frustrated, but no sweat. Then, again the day before my revised delivery date I was notified the delivery would be delayed three more days. No real explanation given. I called to find out more information and was told the vehicle had not yet been shipped from its original location. Different from what I was told before. Frustration building.

The truck was finally delivered on the second revised delivery date. As the driver pulled up with the truck on the flatbed I immediately noticed two things. 1) The truck's bed was not 6 1/2 feet as advertised in the listing, it was the shorter 5'10". 2) The dent above the driver's side rear wheel well was more pronounced than appeared in the pictures. Frustration building even more. But, not enough in my mind to shut down the deal just yet.

During the test drive I noticed a bit of a whining noise of which I reported after the drive. Even more frustration, but in spite of these things, and for many factors including low availability of trucks in general, I decided not to reject delivery at that time and would use the next few days to decide whether I was ok with a shorter bed, what it would take to repair the dent, what that whining noise was, and ultimately whether I wanted to keep the truck. Frustration growing even more. Not a good car buying experience.

After driving it over the next few days, I also noticed the transmission was hard shifting - a lot, and the truck would even shudder periodically while driving at freeway speeds. These should not be issues in a 3 yr old truck with a price tag of nearly $50K. I ultimately decided I am not spending that kind of money on a new (new for me) vehicle only to then have to deal with the aggravation of fixing multiple major issues. I decided to return the truck to Carvana. Frustration starting to subside.

The operator I spoke to about returning was quite pleasant. Not a lot of fuss over getting the return arranged. At some point during the call I was asked if I wanted to find another truck through Carvana, I declined. "I'd just like my money back, please." I was told by the operator the person picking up the truck would have my cashier's check and would give it back to me when they picked up the truck. Frustration alleviated. Except I'm now back to the beginning of my truck search.

When the Carvana employee came to pick up the truck, we went through the return process including signing some paperwork. As we were nearing the end of the transaction I asked where my cashier's check was. The employee informed me she did not have it and that it would be sent to me at some point in the future - she didn't know when. She did tell me I could call Carvana and request it be overnighted. Not good. They now have their truck back, and I am left empty-handed. Frustration building back up rapidly.

A few hours later I called Carvana to inquire about how my cashier's check would be returned. (Remember, this is a cashier's check for $49K. The money is withdrawn from my account when the check is issued by the bank. Cashier's checks are legal tender - not like a normal check. The check itself needs to be back in my hands before I can put money back in my account). After several conversations and being placed on hold multiple times I was ultimately told their treasury department was backed up and the operator I was speaking to couldn't get an answer for me.

She would have to get back to me the next day. To which she did. She informed me the check had not been cashed by Carvana and that I could just go ahead and cancel it with my bank. She couldn't tell me when the check would actually be sent back to me. End of conversation. Well, as stated before, cancelling it is not an option unless I want to pay $1,000 (non-refundable) to issue a bond against the cashier's check and report it lost or stolen.

So I called Carvana again. This time the operator was able to tell me the check had to be sent to their corporate office first before being sent back to me and that it would be 10 or more business days. Huh? I'm 30 minutes from the Atlanta hub, the check is physically in the Atlanta hub. It has to get sent to Phoenix for 'processing' before it gets sent back to me???? I told the operator that I could not accept that. I would even be willing to drive to the Atlanta hub to personally retrieve my check if necessary. The operator told me he would see what he could do. At this point frustration is overflowing.

The next day, Friday, (the truck was returned to Carvana on Wednesday), towards the end of the day I called back to Carvana to find out what was happening. I was informed that the Atlanta hub had placed my check in the mail to be sent directly to me via USPS using the fastest way possible. I was told I would shortly be receiving an email with tracking information. Frustration subsided - sort of.

Today is Sunday (two days later), I have yet to receive an email with tracking information, and there is no sign of the check yet. My overall experience with Carvana has been extremely frustrating to say the least. It seems that as long as there are no issues with the car being purchased, it is a smooth and pleasant experience in most cases. However, if you need to return a vehicle - not so much. Their returns process seems very poor. No one has communicated a thing to me about how I'll get my check returned to me. All communication has been initiated by me. And even then, no one really knows what's going on. I am hoping and praying my cashier's check will come soon. My stress level is extremely high right now. I will never buy through Carvana again.

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Carvana response

Your detailed response highlights points in our process that need improvement. We truly appreciate the time that you took to share your experience with us. We are glad that you found ease in the buying process, as this is the process that we aim to carry out during your entire Carvana experience. We are embarrassed by the delays that you experienced and understand the frustration that this caused. A 150-point inspection is conducted on every car to ensure that it meets our high standards, and we do notate the 3-5 most prominent cosmetic blemishes that reflect the vehicle’s years on the road. It pains us to know that we let you down and did not meet your expectations. Please accept our apologies for any undue inconvenience while attempting to speak with our advocates. We have been experiencing an increase in our call volume, which has resulted in longer than usual wait times. We would be more than happy to discuss these matters further with you if you’d like to give us a call at (800) 333-4554.

Rated with 5 stars
Elisha of Cave Creek, AZ Verified Reviewer
Original review: Oct. 3, 2021

Looked for a while in many different platforms… Found Carvana to be easy and Bought the car in 15 mins. Never would have thought I would buy a car out of a vending machine but I did! Great experience overall!

Sours: https://www.consumeraffairs.com/automotive/carvana.html

Buyers beware

The purchasing process was great. Less than 24 hours before my car was scheduled to be delivered I received a text message stating that my delivery would be delayed two weeks. When I called them nobody could explain the reason for the delay. I have little confidence in them and would caution others to avoid Carvana. I hate dealing with car dealers but Carvana is not the solution.

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Do not use Carvana

Trading for a new vehicle and getting it delivered, fantastic. Trying to make the actual purchase, register the vehicle, and get the title....Total nightmare. Their customer service is awful

I traded my vehicle and had the new one delivered. I didn't like the vehicle after a day and canceled the order requesting a new vehicle. They called to tell me the new vehicle would be delayed over a week due to the Hurricane. At that time, I elected to stay with my original vehicle as I had more time to get used to it and found that I actually did enjoy the vehicle. It was at this point that I requested to pay off the vehicle and have the title sent directly to me. They stated that they could not do that at this time as the sale would need to be rebuilt and that I should reach back out to them in a couple of weeks for a update.

I reached out to them again 9 days prior to my temp tags expiring. They could not provide me a update and said they would need to send new tags. I again requested to purchase the vehicle and was sent to their finance partner, Bridgecrest. Bridgecrest stated that they didn't have anything on me and returned me to Carvana who could not provide me with any information or updates.

I reached out again to Carvana 3 days after my tags expired as I still had not received new tags or been able to put the plates (transferring) on the vehicle. I again requested to payoff the vehicle and again I was sent over to Bridgecrest. Bridgecrest flatly stated that they had zero information on me and could not help me.

I reached out to Carvana again because the tags were expired. They could not register the vehicle for temporary tags in my state so their solution was to email me a PDF of an Arizona temp tag. (I was recently pulled over regarding this though the officer was very understanding and let me go. I went to the DMV and not even they could definitively say whether or not I could operate the vehicle like this.)

I have had enough of the entire situation and resigned myself to purchasing a new vehicle through an actually dealership and let them duke it out with each other over the title. After spending a considerable amount of time and picking out a new vehicle, I still could not find a resolution as Carvana refused to give the payoff to the dealer as well.

They escalated me to a gentleman by the name of Juan somewhere in the post sales department or whatever they called it. He could not give me a solid answer as to why they would not give the payoff for the vehicle or why the resale build was going to take as long as it was. My final resolution at this point, 30-40 days after purchase was for Carvana to take the vehicle back and give me the $15,200 from my trade-in.

A week later I was told that this request was denied and that my resolution was to basically sit and wait for Carvana to figure it out and get it sorted. Their other customer service tactic was to blame me for my initial indecision and then blame their current volume without giving me any sort of definitive timeline other than the 2-3 months I have been consistently quoted throughout the entire process.

I made one last attempt to seek a resolution and basically told them that I would be going legal if necessary and their response was to send me the address to their legal team. This is of course is not what I want but their blatant disregard for their customer experience is clear. After researching the BBB and various other complaints, I easily make the statement that I am one of many that is going through this currently.

looking for a rogue SL trim in there ad…

looking for a rogue SL trim in there ad some rogue are listed as SL but when you look at the pictures it is a S or SV trim seems to me the people that list the cars don't know what they are doing have to look at the pictures to make sure it is a SL trim

Thank you for taking the time to reach out regarding your recent Carvana experience. It is disheartening to hear that your vehicle was listed incorrectly on our website, as our intent is never to mislead you. To be as transparent as possible, we list the original window sticker and provide a 360-degree tour of the vehicle. Carvana offers a 7-Day Money Back Guarantee with every vehicle purchase because we would never want a customer to keep a vehicle they do not love. We are very sorry for letting you down and appreciate any and all feedback. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554, and our team of dedicated advocates would be happy to address your concerns.

Everything is great until it’s not….

In May 2021 bought a 2018 Subaru Forester, and sold them my 2013 Kia Soul. The initial purchase went fine, albeit the interest rate they gave me was really high. I didn’t anticipate how long the registration process was going to take, as with my previous cars the registration was done by myself the day I bought the car. We ended moving before I got the car registered and I called them to update everything with the new address and they assured me everything would be taken care of.

July rolls around and I get a call from the DMV in the old county that my title was there and needed to be signed for so I could get my plates. I talked to them and explained the situation, in which they advised me to have Carvana send a mailing label so they could mail the title to my new DMV. I called Carvana and explained that I no longer lived in that county and needed the title to be sent to the new one and got the “everything will be taken care of”…again.

Waited and waited and no movement on the title. Called Carvana again and spoke to a manager who sent the mailing label, but instead of having it sent to the new DMV, the title was sent back to Carvana. Then my registration was marked complete in my post sale dashboard.

I called them again and explained that I never got my plates and they told me to go to the DMV and request duplicate plates and they would refund me the cost. Except in Alabama you don’t get plates sent to you, they give them to you when you sign your title. So there were no plates for me to get duplicates of.

Fast Forward to now (October) and I got another call from the old DMV saying my title was there to be signed for. I drove the 2 hours down there to see if maybe I could take the title personally to my new DMV, only to see that it still had my old address on it. And they couldn’t even process it because I don’t live in that county anymore.

So it has now been 6 months without plates or registration, and I called them again and they told me they are completely redoing the paperwork to change the address and the lien holder as I have now refinanced it to get a proper interest rate. They said I should have my plates by the end of the month. But I’ll believe it when I see it.

2 stars and dropping….

Thank you for bringing your concerns to our attention. Carvana’s goal is to create a stress-free car buying experience and it sounds like we missed the mark. It also sounds like we are actively working on having this matter resolved as soon as possible. We sincerely appreciate your feedback, as this can be painful to read, we are always looking for ways to improve, and your patience as we work diligently in completing your registration. Should you have any additional questions or concerns, please reach out to us at (800) 333-4554 or through our online chat feature.

6 inch rat bed and feces under the hood…

6 inch rat bed and feces under the hood of my car was found the day after i got the car and quote un quote the mechanic said no how no way did this car go threw the inspection process with this garbage motor and so on. working on a resolution at this moment

Thank you for your feedback regarding your recent Carvana purchase. It is unacceptable to hear that your vehicle did not arrive in the standards Carvana has set. Purchasing a vehicle should be an amazing experience, and we are sorry to have let you down. We are glad to hear that you are currently working to resolve this issue with our team. If you need immediate assistance, please do not hesitate to reach out to us at (800) 333-4554 or through our online chat feature.

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I purchased my vehicle from here and it…

I purchased my vehicle from here and it tap out down 3 months later.

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the information you have provided. Please reach out to us at (800) 333-4554, and our team of dedicated advocates would be happy to address your concerns.

Brandon Calloway

Once again carvana is the WORST DEALER…

Once again carvana is the WORST DEALER OUT THERE, they completely put the wrong name on my vehicle registration and now saying they can’t do anything about it?! All I need Is a letter stating they made the mistake and I have been trying for MONTHS! They also delivered the car damaged ! And the mechanic was booked for the whole 90 day window they gave me to fix it and now they are taking forever to give me an extension! Please believe me when I say Carvana only cares about money and nothing else! Their employees are never on one accord and never know what to do.Caravan you should be ashamed of yourselves for the lack of compassion for your customers, how does one put a completely wrong name on the title ? Seems pretty ILLEGAL to me.

Thank you for bringing your concerns to our attention. Carvana's goal is to create a stress-free car buying experience, and it looks like we missed the mark. After reviewing your account, we do see you are working with our dedicated team of advocates to resolve your concerns. We are thankful you took the time to share your personal experience and look forward to making this right for you.

Only the latest review will count in the company's TrustScore

Susan Jackson Newborn

I purchased a 2014 Infiniti QX60 in…

I purchased a 2014 Infiniti QX60 in July 2021. while the purchase went smoothly, a couple of days later there was a heavy rain and the inside of the car flooded because the sun roof drains were clogged. I contacted Carvana to share my disappointment given that the sunroof drain problem is a known issue with this car.
In October, with in the time frame of my warranty to be in effect, but outside of the milage limit, my mechanic tells me that I need a $9,000 transmission. Carvana Customer service said that there is nothing they can do to assist me. They say that all of their cars go through the 150 point inspection. HOW CAN THAT POSSIBLY BE? They got taken when they purchased the car from whoever sold it to them and they are not interested in doing the right thing by this former customer.
We are a family of four with budding teenagers who will need their own transportation in the very near future. Not only will I never buy a car from them again, I will make sure everyone I know knows that Carmax is a much better option for their used car purchase. So very disappointing.

Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. After reviewing your account, we do see you are working with our warranty provider SilverRock to address your concerns. If you have any further questions, please don’t hesitate to contact us at (800) 333-4554.

TERRIBLE SERVICE! DO NOT USE!!!

TERRIBLE SERVICE. They give you the runaround and then cancel the delivery after numerous delays and will not communicate with you unless through mail.

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

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GOAT IS A SCAM

McDonald’s of cars

Nit a bad company - all their employees are basic McDonald’s workers with no coaching. I lost two cars due to miss information Budd to french fry girls

Thank you for taking the time to reach out regarding your Carvana experience. We apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of committed advocates would be happy to address your concerns.

Carvana does not allow you to pick up…

Carvana does not allow you to pick up the car if they mess up your delivery information. I believe they don't have the car so they put a wrong address and phone number for the customer in the system to buy time on the delivery date. BEWARE BUYERS.. CROOKS

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Okay if you're fine with waiting. and waiting. and waiting.

I recently decided to buy a Mini Cooper from Carvana after wanting one for years. I found the perfect model in the color I wanted and purchased it. The delivery was estimated for just over a week out--not bad.

However, the problems started as soon as I started trying to get insurance coverage for it. At every turn there was some issue with trying to work out the forms--I had to play phone tag with Carvana and insurance for over eight hours one day and another few hours the next just to get it all worked out. Finally got that all worked out and settled in to wait for the car.

And wait I did, because the day before I was supposed to get it, I got a text saying there had been a transportation delay--no further info was provided even when I asked what happened. The delay was another week, which I figured, fine, not a big deal. Fast forward a week--I'm getting multiple texts/emails that the delivery is on track and won't be delayed. Not the case--literally an hour after getting a text that the delivery was going to arrive the next day, I got another delay notification. This time for another THREE weeks.

I canceled my order immediately upon the second delay. I'd rather take my chances at a dealership where at least they're competent enough to deal with insurance and get you on the road without a month and a half delay.

As a side note, once I released the car back to Carvana, I checked the website again to see if it was still available--it had completely disappeared. At this point, I suspect that maybe the car never existed at all, but who's to say.

Thank you for taking the time to give us some insight into your experience. Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, and when that vehicle is delayed it is certainly anticlimactic. Our goal is to deliver top-quality vehicles, quickly, after an easy online purchasing process. It sounds like we fell short of that goal in your case, and we are truly sorry for that. We want to assure you that every vehicle available for purchase on our website is real, and has passed our 150 point inspection to become Carvana Certified. There are a few reasons we delay vehicles, and it sounds like yours was initially delayed for logistics, and was then delayed for vehicle quality. We understand that delays are disappointing, but we absolutely insist on delivering vehicles that are in the best condition possible. Regardless, it’s clear that our team could have communicated that to you more effectively. We are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and hope to work with you in the future. If you have any questions, please contact us at (800) 333-4554, or using the chat feature on our website.

Kristian Agnew

This has been nothing but a stressful…

This has been nothing but a stressful process from beginning (still haven’t reached the end). The day before my original vehicle was supposed to arrive, I get a text saying there was an issue and they had to reschedule my delivery date (no explanation as to what was going on). Then the day of the delivery they start texting and say they cannot deliver your car until you send a selfie with your drivers license and proof of insurance (even though they already received this information during the application process).

My car finally arrived and it’s nothing like the website description. There seems to have been a rushed paint job and the inside is disgusting. Customer service offers to have me send it in to their partners to get repainted and give me $100 to go get it detailed. I slept on it and decided that was too much to have to do for a car purchase and would rather just swap it out for a different vehicle since they advertise this 7 day satisfaction policy. HUGE MISTAKE!!!

I was on the phone for over an hour with a rep Sunday who submitted the application for the swap and scheduled a delivery date. Later that evening I get a call from another rep demanding I provide proof of insurance for the replacement vehicle or says they’re not sending it. I’m confused because they literally just dropped a vehicle off to me YESTERDAY and clearly know I have insurance. Progressive will not just keep Providing random proofs of insurance for vehicles I don’t have possession of!!! I ask the rep to conference in progressive so she can explain to them what is going on, she refused said she would reach out to her manager and hangs up. The next morning I start getting bombarded with emails calls n texts demanding I provide insurance for the replacement vehicle before they will schedule delivery. I am in communication with them via text and a rep says that was a mistake everything Is good to go and I’m all set for original delivery date. That was a lie because the next day, the calls texts and emails start again. This time giving me THREE hours to provide the insurance or they are canceling. I’m once again in communication via text with a rep, I explained I am at work and cannot just sit on the phone with them or progressive getting documents once again that they already verified multiple times. I am told someone will reach out to me when I get off work. An hour later, I get an email that my order is canceled again!!!!! At this point I am beyond upset. I get off work and speak with progressive, have to sit on the phone for over an hour explaining to the rep what I need (because this is not something they normally do), I upload the proof of insurance and then call in and also text to confirm they have my information and the vehicle is still being delivered. I sit on hold for over THIRTY minutes waiting for someone to come to the phone, only to have the rep place her phone on mute and never respond to anything I say. The rep via text LIES and said the vehicle is being delivered. When I log in online it is asking me to ONCE AGAIN complete an application for this vehicle. At this point, they have my original car that I traded in, I’m Stuck with a car that is nothing like the pictures online and I cannot get any real help!!!! Everyone gives a different answer. Today is now WEDNESDAY and they dropped this car off SATURDAY. Save yourself the headache and just go to the dealer. This is the most stressful buying process I have ever encountered.

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how significantly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and we would be happy to assist you with any outstanding concerns. Feel free to contact us at (800)333-4554, or utilize our 24-Hour live chat support available to you online. We look forward to getting you back in the driver’s seat.

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nothing fancy

Carvana gave me a price to buy my truck…

Carvana gave me a price to buy my truck on 9/20 earliest appointment they had at that time to pick up was 10/5 made the appointment received email and text from them on 10/4 to confirm they would be there to pick the truck up and bring check on 10/5 at 11:00
At 8:15 on 10/5 received a text from carvana thanking me for rescheduling my appointment to 10/8 I never rescheduled after calling they informed me that they would be unable to make the appointment because they were understaffed this is become a major inconvenience as I have moved and had to fly back from Colorado for this appointment and had light booked back to Colorado and insured the people that have bought my house the truck would be gone on the 5th just be aware they have no problem not keeping appointments

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Tried to sell my car to Carvana

Tried to sell my car to Carvana. After over two weeks of trying to send them photos and documents which they required, I finally gave up. They continually claimed that they did not receive the pictures and documents that I sent. Not worth it, for the few extra dollars you may get from them. Spoke to many costumer service reps. Got different answers from each one, from your offer has expired to, we did not receive anything from you. A nightmare to deal with.

We appreciate you taking your time to provide us with your feedback, we are constantly looking to improve our customer’s experiences. We apologize that your experience selling a vehicle to us did not reflect the stress-free experience we hope for, and that our advocates did not provide clarity on your experience. All of our calls are 100% recorded for quality assurance and we are always looking for ways we can improve. Your feedback will help us do just that. Please keep in mind, if you do move forward with selling your vehicles, all values are valid for seven days. If we can be of any further assistance, feel free to reach us by utilizing the chat feature online. Kind regards, your Carvana Team.

Donald Sturiale

The concept is great until there is a hiccup

The concept is great until there is a hiccup then no one is around to help you. I purchase my car from them and traded in my Audi. The initial purchase went flawlessly, I received my RC-F and they picked up my Audi. This all worked great. The problem began when I tried to use their 7 days return policy. I called them on Saturday that I really didnt like the car and I wanted to get a BMW 6 Series thye had instead but I was having problems with the website. The rep lead me through everything and realized the problem was on their end. So she said I will lock in your new car for 3 days, we will pick up your car on Monday and delivery the BMW on Tuesday. Great this was to good to be true. Monday comes they pick up my car so I call them back to finish the paperwork on the BMW because it couldnt get done until they scanned in the Lexus. Now they tell me the car cant be delivered until next week. So now I am carless so I tell them well nevermind just bring my trade back. Oh well we cant do that until Friday since it was sent to one of our hubs. So I asked them to provide a rent a car since I would not have turned in the Lexus if I knew I couldnt get the BMW. All I get are crickets on the line then Im sorry can I be of any more help to you. I really thought this would workout great but I will say, with a dealership at least you have someone to go back to if there is a problem.


** Update ** They stilol cant find my car three days later. They have no way of contacting the hub to find my car except sending an email to them and waiting. You also cant speak to a supervisor, you have to send a request and wait 48 hours for them to call you back. Unbelievable!

** Update 2 **

It has been a week now with no car, no reply from a supervisor and still paying for a rental. Something needs to be done about these companies when consumers have no recourse except to leave bad reviews.

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed, it certainly hinders that experience. This is never our intent as we know how great our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are sincerely sorry to have inconvenienced you. We want to look into this deeper with you if you could call us at (800) 333-4554.

I rarely take the time to write a…

I rarely take the time to write a review but in the case of Carvana I will make an exception. Recently sold them a vehicle using their online tools. I filled out the requested information on the sale vehicle accurately and was quoted a price. I was purchasing a new vehicle from a dealership nearby so drove my vehicle to the lot in Portland Oregon for the final appraisal. We arrived for our appointment and someone was there who reviewed the vehicle and handled the minimal paperwork. The quoted price was honored and I received notice that ACH payment was set up within an hour of drop off and the Payment was received the next day. The entire process was seamless.. a superior offer when compared to the trade-in value at the dealership and I did not have to hassle with selling the vehicle on my own. Last but not least they scheduled an Uber ride to a nearby destination. If I have another low mileage, reasonably new vehicle I won't hesitate to contact them again.

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No Car. Only Hard Credit Checks

Carvana promised delivery of a car to an address suggested by Carvana. After they had signed the contracts, Carvana reneged on the delivery address, effectively canceling the agreed-upon deal. Caravana ran two hard credit checks in two days, but denies this was done. Experian and Transunion say otherwise.

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

I am in the process of buying a car…

I am in the process of buying a car with Carvana, I have gotten text what seems daily this last week reminding me of what I need to do to pick up my car on today, Sunday, October 3. Well, around 10 pm last night, October 2 I received an email stating that I would not be getting the car as scheduled 2 weeks ago for the October 3, delivery. The email only stated there is a delay, but provided no additional information. It didn't say when I would get the car or why the delay. I have no car available to me as my car was totaled in a wreck. I turned in my rental Friday because I had no more days. I was depending on this car to get back and forth to work. I am now in a bind. I read the reviews, and I believe that my best bet it to end this deal with Carvana and find another car. I waisted a lot of time trying to buy a car with them. I have work and no way to get there!

Well, I do have an account with you all. I spoke with someone today who offered me a 300.00 check payment for my inconvenience. I read other reviews that stated they were offered the same compensation, but have not received their check. At least your advocate was able to say the check would most likely not arrive until 60-90 days after the 7 day trial. I was able to mention that because of someone posting it on an earlier review. I will also state, your advocate told me he would email me a letter stating the 300.00 check promise after the 7 day trail and as of this moment, I haven't gotten the email confirming the promise he made.

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation. We are very sorry to have inconvenienced you. Unfortunately, we are unable to locate your account with the name provided. Should you have any additional questions or concerns, please reach out to us at (800) 333-4554 or through our online chat feature.

This was the WORST experience that I…

This was the WORST experience that I have ever experienced. I was very excited about getting a car from them because I was new to the state and did not have a car. What a huge mistake. They kept asking for paperwork to be uploaded and I had already uploaded it. They then kept asking for verification of documents. I could understand if I had bad credit or something, but I don't. They send you text messages, but they are not real--they do not come from a person. They roped you in and then just drop you.

My car was to be delivered and at the 11th hour they told me that I needed to have proof that I lived at the address. What kind of crazy is this? I can understand asking for ID, but what difference does it make if you don't live where the car is delivered? I did not have proof as I was new to the state! I then asked to pick up the car. I still got the run around and when I arrived the car was not ready and I was still asked for more documentation. NEVER AGAIN. And they check you credit again if you change from deliver to pick it so your credit has two hard dings!

Go to a dealership and save yourself the headache. It is not worth it. This company needs an overhaul or it needs to go out of business.

Creating a great car buying process is our top priority and that includes helping our customers find the best financial terms that meet their lifestyle. We understand the importance of flexibility and the ability to shop around for the offers. At Carvana, you have the ability to utilize third party financing, purchase with cash, or choose Carvana’s financing terms. We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. Our goal is to use our customers’ feedback to continue to improve our underwriting/verification process. We are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle.

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Process carvana delivery

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When he rested against her throat, my bride began to make forward movements of her head.

Carvana Review 2021: My Car Buying Experience \u0026 Delivery Process Explained

No, dont try. I'm calling the police, okay. Don't you dare come.

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Looking tired, you turned off the engine, hugged me and said: Maybe we will relax and have a beer. With great pleasure. I answered with a sweet smile. We got out of the car sharply feeling June with dampness and coolness.



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