Carvana

Dear Revdex.com, We reached out to our customer this morning and was able to clear up the confusion with regard to the delivery of his vehicle. We did agree that our customer could move forward with his purchase, as this was an oversight by our delivery team. We have been in communication with our delivery team and can assure our customer that we are all on the same page regarding his delivery. We are happy to confirm that we have reached an amicable resolution for this customer, and we believe this complaint has been resolved in full. We are truly sorry for any miscommunication our customer may have experienced. We can promise you that our high quality standards will be met in the future. Sincerely, Teresa A[redacted]

Dear Revdex.com, We have been working with our customer since September 25, 2017 with attempts to amicably resolve the A/C issues with our customer’s vehicle. We feel that our offer to cover half the cost of repairs is fair, as Carvana is not legally obligated to assist with any amount of repairs since our customer is outside of her 100 Day Limited Warranty and elected not to purchase the extended warranty that was offered. Due to the nature of the repairs needed and our customer’s extenuating circumstance, Carvana made the exception to assist in covering partial cost. As of September 29, 2017, we have found a vendor who provided an estimate for repairs totaling at $2,850.00. Carvana has offered to pay for half of this cost, as well as provide our customer a rental vehicle to use while repairs are being completed. This is the final decision regarding the compensation that Carvana will be able to provide to our customer. We certainly understand our customer’s frustrations in this matter, but we feel Carvana has done the right thing by assisting with partial repairs. Please contact us at 800-333-4554 if our customer or The Revdex.com requires any further information. Sincerely, The Carvana Team

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Revdex.com, Our response was too large to include in this section therefore we have attached our response to Mr. [redacted]s complaint. If you have any questions, please don't hesitate to reach out to us at [redacted].

there was no message about a 100 mile delivery radius for trade ins. It said if you are outside of 100 miles you have to pay a fee which I agreed which was $695. During the delivery I had to pay, they could of picked up the truck.  When filling out the info for the trade in, I picked the...

options, which also included no radio, and needs paint. After sept 22nd, I again went and filled out another trade in form, picked the worse conditions possible and it still valued my trade in at over $2500. No where in america is a radio $1279 trade in loss. The blue book value on my truck is over $6700. I even offered to put in a radio, and they still denied their low ball offer. They even went and said we dont even but those kinds of trucks. As far as $100, what is that going to do for me? How about finish the trade that you agreed seeing as how, they are charging me over $4000 in interest for a $6700 car to begin with, not including the $2700 trade in value on my truck?

Attention: Quincy [redacted]                                                                              ...

          April 12, 2016Dispute Resolution ConsultantRe: Quincy GoodwinDear Revdex.com,Thank you for bringing this matter to our attention.  We take our customers’ complaints very serious and we will do our best to reach a resolution regarding the purchase of the 2011 Mercedes Benz GLK.We are very sorry that we failed to deliver Mr. [redacted] vehicle on time and that his online car buying experience was anything but wonderful.  We want you to know we are thankful for this feedback and are using this as a learning opportunity to continue improve our service going forward.Our goal is to always provide our customers with the best experience possible and we fell short when we did not identify a concern with the brakes and brake sensor until shortly before the delivery was scheduled. This is not our standard practice with the inspection of our vehicles and this breakdown in our process impacted your experience with us in a negative way. We work very hard to have all the vehicles in great operating condition prior to delivery but some issues can arise during our pre-delivery inspection. We have taken measures to be sure that this does not happen in the future and appreciate Mr. [redacted] understanding as we work through these challenges.We are glad to report that Mr. [redacted] found another vehicle on the site that better suites his needs and is in the process of getting it delivered. We hope to make this next purchase experience a better one and as a good faith gesture, we have offered Mr. [redacted] a $500 discount off his next purchase with us. If you have any further questions, please feel free to give us a call at [redacted]

Had Carvana simply made an attempt to speak with me directly, this...

could have all been avoided!!! If they had an issue with my wife then they could have reached out to me to address it and simply state that they prefer not to speak with her and I could have declined them being allowed to speak with her. It would have been a simple resolution! For them to black ball me in this manner is ridiculous! They could have handled this in a more appropriate manner and just refused to speak with her and not black ball me. I have a copy of a signed contract from last week trying to trade a vehicle to purchase a second unit. This is something that I've been needing to do for sometime now! Carvana has gone in and deleted it. I'm not trying to stop others from purchasing as they have wrongfully insinuated! I'm simply trying to purchase a vehicle that I myself need! Again, I must say that all Carvana had to do was refuse to speak with her and let me know that there was an issue! At the end of the day, Teresa A[redacted]on had an issue with my wife and not me. I'm very sorry for whatever happened! I don't have all of the details. I know that my wife has also made an effort to reach out and apologize but was never acknowledged.I am simply asking to move forward! I'm not giving authization to speak with anyone other than myself! This can all be resolved amicably by Carvana not having to speak with her oppose to refuse someone who is innocent in this matter the  ability to purchase!  I've never been unhappy with them other than this current issue of them holding what my wife did against me and it's not right! I would greatly appreciate it if they would not hold me accountable for someone else's actions and see that they don't have to speak with her!

Bought a car through CARVANA, LLC in Austin TX. Received the 2015 GMC Terrain Denali VIN 2GKALUEK1F6152547 without any issues. Had the vehicle inspected and found out that this car had severe rust damage in the underside (strut/shock and entire emissions system underneath from engine to the muffler). Was told to just return it since it was still within the 7 day return policy, so it was returned on 4/12/18. They told me that they wanted to do a thorough inspection again. Not sure why they didn't do the 150 Point inspection before they sold the car. Than I go to look on 4/18/18 and guess what there is the car being sold again with the same price. I'm pretty sure they didn't fix any of the rust issues which could lead to a very costly fix nor is it mentioned on their site that it has rust issues. I have to wonder how many times this car has been bought, returned and resold. This vehicle came from OHIO so if you buy a car from CARVANA, make sure you have it inspected right away. I choose to buy another Certified GMC Terrain Denali from a local dealership. Would never buy from them again.

[
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have received the compensation that was discussed and consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our customer’s concerns.   Carvana strives to ensure all customers receive superior service throughout their buying experience. At the same time, Carvana does require customers...

who wish to finance their vehicle purchase with Carvana to provide certain documents that verify their identity and their sources of income. Carvana has loan underwriting standards that must be met before we can finalize the loan and deliver the vehicle. This includes requesting additional documentation from the customer when necessary.  Carvana is an online car retailer where all available cars are featured on our website Carvana.com. Customers use our site to browse current inventory and to complete the sequential online purchase process which includes: selecting financing terms, identity verification, down payment, scheduling their delivery and contract signatures. We try to make it clear on the website and throughout the purchase process that customers wishing to finance their purchase with Carvana will need to call Carvana’s Customer Advocates and provide us with certain documents in order to complete the process. We do allow customers to schedule delivery before all documents have been received, but in order to deliver the car, all requested documents must be received. We apologize if the entire process was not explained clearly enough to our customer up front.In reviewing our customer’s account, she started the purchase of a 2011 BMW 5 Series on June 29, 2016.  Once a customer starts a purchase in our portal, Carvana requests verification documents in order to confirm their identity. Because we are an online company, we need to ensure the customer’s identity is verified before we can  move forward with the purchase process. Unfortunately, right in the middle of the customer’s online purchase, on June 30, 2016, the Microsoft Office 365 system went down around the country, meaning many businesses, including Carvana, could not send or receive emails. This email outage, which was completely out of our control, delayed our normal processing time, but we did our best to work with the customer to complete her purchase in time for her scheduled delivery. On July 2, 2016, we requested additional documentation in order to complete our customer’s purchase. We advised our customer that the necessary documents were needed within 24 hours of her scheduled delivery date (July 6 2016). On July 5, 2016, our customer provided us with a portion of the required documents outside of her 24-hour window. Unfortunately, she did not send all of the requested documents in prior to her scheduled delivery, meaning the delivery needed to be rescheduled. On July 6, 2016, we reached out to our customer to explain that her delivery had to be rescheduled and asked that she send in the required documentation to complete her purchase.  In an attempt to provide flexibility to the customer, we provided her with additional time to send in the required documents, and we indicated that we could accept the documents via fax, email or text. We understand that some customers are not comfortable providing financial and personal information through these channels. We can assure our customer that we take customer privacy very seriously and that all sensitive information is handled with extreme care. However, we certainly understand if the customer is ultimately not comfortable with these transmission methods and chooses not to proceed with a Carvana purchase. We We have read our customer’s complaint closely and we completely understand her concerns. We can see how her online car buying experience did not meet expectations and how it was likely confusing and time-consuming. We sincerely apologize for any inconvenience we caused our customer. We will use this as a learning opportunity to provide our customers with a better explanation up front of everything that will be needed to complete the purchase, as well as more clear deadlines for when each item must be received.We understand that our customer may not wish to continue her purchase with Carvana, but if the customer would like to finalize her purchase of the 2011 BMW, we will gladly reimburse her all costs incurred while renting a car, and we will work closely with her to obtain all necessary information and deliver the car in a timely manner. If our customer would like to proceed with her purchase, please contact our Customer Advocates at ###-###-####.Carvana thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please feel free to call us at ###-###-####.Sincerely,[Let’s figure out who is going to sign these. We should put a name to it. Whether that’s [redacted] or one of the Senior Advocates, I’ll leave that up to you.]

Unbeknownst. I was later told by my bank that cashiers checks can only be verified 24 hours after the check is cut. I called Carvana back to let them know this information along with a bank representative on the line, but were still unable to do a deal for me and my daughter.. I have since purchased another vehicle with another company.Regards,Kimberly [redacted]

As detailed in our original response letter, Carvana worked closely with the customer throughout his purchase process, exchanging over one hundred emails and phone calls with the customer and his wife in an attempt to satisfy their various complaints and concerns. Carvana proposed numerous amicable solutions and compromises to the customer over a six-month time period, but the customer did not agree that these proposals adequately addressed his concerns.Carvana is unable to agree to the customer’s suggested solution to his complaint, which is to (1) sell him a second vehicle; and (2) decline to engage in any future communications with the customer’s wife. Most importantly, Carvana declined to sell the customer a second vehicle because he did not meet our underwriting standards, due to his being delinquent on the loan for his first Carvana vehicle. Customers who cannot meet our underwriting standards simply will not be extended financing to purchase a vehicle, irrespective of any other circumstances between Carvana and the customer. As such, the customer’s contention that he was unfairly “blackballed” due solely to an issue with his wife is not accurate with respect to the denial of the second purchase.Moreover, given the circumstances, Carvana believes it is in everyone’s best interests to decline any future business relationship between the company and the customer. This decision extends to the customer’s wife, who was added as an authorized representative on the customer’s account on September 16, 2015. Carvana believes it went above and beyond for this customer and extended all reasonable courtesies and compromises to attempt to satisfy the customer’s concerns. At this point, Carvana respectfully declines to sell any additional vehicles to the customer or his wife. Should you have any questions or concerns, please feel free to call us at [redacted].Sincerely,Ryan K[redacted]Chief Brand Officer, Carvana

Re: Brett T[redacted]April 6, 2016Dear Revdex.com, Thank you for bringing this matter to our attention.  We take our customer’s complaints very seriously and would like to address the concerns stated in this complaint.  As a repeat customer, Mr. T[redacted] chose to purchase a second vehicle with Carvana, and had initially selected a 2013 Kia Sportage. Later, he decided to exchange that vehicle for a 2013 Kia Sorento instead during his 7 day money back guarantee. In error, Carvana and our loan service provider, Go Financial did not properly process the vehicle exchange. As a result, Mr. T[redacted]’s account incorrectly stated that he was in two active loans. Carvana worked with Go Financial to amend this error as quickly as possible, making this a top priority. We are happy to report that Mr. T[redacted]’s Go Financial account is now is accurately reflecting just the one active loan for the 2013 Kia Sorento, so this issue has successfully been resolved. Carvana would like to stress that we ensured that this incident will not appear on any further credit reports, and would like to sincerely apologize for this oversight.  If any fees were accrued by the customer due to the open loan, we would be more than happy to review the fees and issue a reimbursement for the problems that were caused.We apologize for the miscommunication on our end and will make sure that our team is provided the feedback regarding this issue. If you have any other questions, please feel free to contact us at [redacted].

Ive already sent the paperwork in so the problem hasnt been resolved

Victor [redacted] T[redacted]Dispute Resolution ManagerDear Revdex.com,We appreciate your concern in this matter and thank you for giving us the opportunity to address Mr. T[redacted]’s concerns.We have reached out to Mr. T[redacted] in regards to acquiring the title and are happy to report that we have resolved the issue...

and have obtained the title to the 2014 [redacted]. We are terribly sorry it took us this long to rectify his title.  To help expedite this matter we will be hand delivering the title to Mr. T[redacted] by the end of next week. We recognize this has been a huge inconvenience for our customer and to extend our apology, we will be issuing a check in the amount of $300 for all the trouble that he has experienced on behalf of Carvana.  Along with the $300 credit, if Mr. T[redacted] would like to return back to our website for a second purchase we would honor a $250.00 credit to his next purchase. Carvana strives to meet our customer’s needs and expectations.  We thank Mr. T[redacted] for bringing his concerns to our attention and allowing us to resolve her complaint.  We are using this experience as an opportunity to conduct training and proper account handling techniques with our staff.Please feel free to contact us at 800-333-4554 with any questions that you have. The Carvana Customer Advocates

Dear Revdex.com, While we understand our customer is stating that she did not...

receive any email contact after October 10th, the customer was also made aware by her bank that the funds were returned unpaid.  Carvana also made numerous attempts to reach our customer via phone as well with no success due to a disconnected phone number. In our customer’s rebuttal, she acknowledged that she received at least three emails from us, however there was no acknowledgment of when our customer would comply and make her down payment to us. It is never our intent to repossess a vehicle unless we feel all options have been exhausted. In this particular case, our customer acknowledged our attempts to reach her and she replied back to our email on October 10th.  We did not hear from our customer again until October 28th at which point her vehicle had already been repossessed.  At Carvana, we strive to be as transparent as possible and truly regret that our customer was unable to resolve this situation prior to her vehicle being repossessed. We would like to thank the Revdex.com for their continued support. Should you have any questions or concerns, please contact us by calling [redacted].                 Sincerely, Teresa Aragon

I could not read the response sent by the business. But just to follow up, Carvana has contacted me and has only offered to take care of HALF the cost of the repair which still means I would have to come up with $4500!  This is unreal.  I cannot believe I am in this situation after thinking I had a reliable and dependable car.  I now have nothing because it is very likely if we cannot come up with a resolution I will have to voluntarily send the car back which will affect my credit.  This is just the worst possible situation.  They are not taking ownnership and making the full repairs.  I am being forced to seek out other repair shops just because they work at Carvana and may be cheaper instead of letting the dealer fix my car.  I have no idea if they provide loaner cars, how would I get to work? This is just a BIG HORROR STORY! Buyers BEWARE!

Response is attached

Please see attached.-Dear Revdex.com,Thank you for bringing
this matter to our attention. We take customer complaints very seriously and appreciate
the opportunity to respond. We understand that our customer is
frustrated that she ultimately was unable to finance her car purchase through
Carvana....

However, after reviewing the file, we can assure our customer that our
underwriting process for financing was consistent with our standard
approach.  Carvana has specific underwriting guidelines that we follow for
each and every customer in order to verify our customer’s identity and income. As
an online dealership that offers financing to our customers, these underwriting
and verification procedures are critical to ensuring that before we originate a
loan for tens of thousands of dollars, we are certain that our customers are
who they say they are and that they can afford the loan they are asking for. Per
those guidelines, we do request specific documentation that confirms the
validity of the information submitted on our website. We can assure our
customer that all documents provided during the verification process are
handled with due care and in accordance with federal and state privacy laws. With respect to our customer’s
financing application, we were unable to successfully verify our customer’s
identity and income, and therefore we could not proceed with financing the
purchase. Between 8/31/2016- 9/27/2016, we left several messages advising
our customer to send in the requested documents. Our customer did not
submit the proper documentation required to underwrite her purchase
with Carvana.We aim to be as transparent as
possible when it comes to our entire online process, and we believe the
required documents and any discrepancies in the documents provided were clearly
communicated to our customer on 9/29/2016. Unfortunately, we are not able
to hold cars on our website, and after careful consideration, we determined
that we would not be able to move forward with financing.Carvana prides itself on customer
satisfaction, and we sincerely apologize if our customer felt she was treated
unfairly. Although Carvana is unable to extend financing, if our customer is
still in the market to purchase a vehicle, she is able to move
forward using cash or third-party financing. Sincerely,Teresa A.Carvana Customer Advocates

Date: 9/8/15Re: [redacted]Dear Revdex.com, Thank you for bringing this matter to our attention. We take our customer’s complaints very seriously and would like to express our apologies that the vehicle [redacted] purchased at Carvana has encountered mechanical concerns....

With reference to [redacted] complaint, he purchased a 2013 [redacted] on August 8, 2015.  The vehicle carried a 100-day bumper to bumper warranty from the date of purchase or before the vehicle is driven four-thousand, one-hundred, and eighty-nine (4,189) miles.  This vehicle also carried an active manufacturer’s warranty that expires in March of 2017.  The nature of the mechanical concern was the condensation in the driver’s side headlight assembly.Carvana completes a 150 point inspection on all of its vehicles. Carvana strives to be thorough in its inspections and repairs and our records indicate all repairswere completed.  [redacted] noticed the condensation in the headlight and informed us of the issue on August 12, 2015.  We recommended that a claim be submitted to our warranty company, [redacted], so that all repairs would be covered during his 100 day bumper to bumper warranty. Because the claim was denied by [redacted], we advised [redacted] to submit a copy of the invoice so that we could reimburse him for the repairs of the headlight assembly in the amount of $1,923.41.We have spoken to [redacted] and are happy to report that we have reached an amicable solution. Our reputation of providing positive experiences and quality vehicles to our customers is essential to who we are as an online dealership.  Again, we are sorry for any miscommunication and the issues that resulted from the condensation in the headlight. We can promise you that our high, quality standards will be met in the future.