Carvana

Could not even complete the process because the sliders for down payment and monthly payment which the front web page states you can use a personalized financing deal. but when you sign in suddenly the zero down payment and 165 a month has turned into 500 down 322 a month, and the interest rate jumps from the "estimated " amount for my state and income which were at 4.67% and the rate I was suddenly only able to get was 21.50% . Taking advantage of the people who have the least is bad enough, but your web page clearly states personal rate OR the slider amounts. That is BAIT AND SWITCH and DISCRIMINATION.

Ordered a 2014 F150 from them, and they gave me the option of s 7pm 11/16/2017 delivery, which I agreed to.
Even used their financing in order to speed up the process despite them offering a 5.46% rate vs. my Credit Unions 2.5% offer. Planned on refinancing after 30 days... Everything was accepted.

12:45 pm on 11/16/2017 they call and email me to disclose that they are unable to deliver the truck for sn undisclosed reason. Upon calling them they tell me they will not be able to deliver until 11/22/2017.

They can not meet their own delivery deadline for an undisclosed reason, and need an additional 6 days to deliver a truck that shows to only be 8-10 hours away from me.

Something is VERY fishy.

Will never try them again. I will be telling anyone I can about my experience.

Suck you in, then spit you out. I would not recommend using them for any reason! Their pre-approval is deceptive. They then request more and more information and after providing it you must make inquiries to find out where you are in the process. This was stretched our for over a week for me and I was then denied. Only explanation via email was that the Underwriters were unable to verify information for me and if I wanted to know what that was to write them at a given address. How about telling the potential customers what information you could not verify and give them an opportunity to provide you with what you need. WASTE OF TIME!

So, you know that buying a new car is a rip-off game, yet you find that hunting for a new car with a “used” status can be a meticulous time-eater. Or maybe you have decided that hunting on autotrader, KBB, cars.com or even Carmax isn't so bad. If you are truly masochistic, you will just go to dealerships and expect something reasonable—as if they have the slightest interest in you gaining an advantage during their commission conquest.

Hopefully, you will find inner peace in Nir[cough] CARvana. In your quest to achieve release and liberation from rebirths, you may find yourself passing through or placed in these realms for a fleeting moment or an eternity:

Heaven:
There were no issues with the delivery. It even arrived 30 min early. The vehicle had the imperfection shown in the 360 tour... and many more not shown in the tour. They were covered with cheap touch up paint that you could buy from Walmart or any auto store. I decided to take the car for a spin anyways. I already had a route planned out that would test what I needed to from the vehicle. If you have decided to finance with them, actually GO financial, then your down payment will be withdrawn very soon after accepting the 7 day trial run. Mine was taken from the correct routing number, but wrong account (checking instead of savings).
The trial run is not exactly 7 days, it is 7 business days from the time the vehicle is delivered, within a 400mi tolerance.

Purgatory:
When the listing says that a vehicle comes with one set of keys, check to make sure that it is actually a full set of keys or the actual key if one. Do yourself a favor and download the car manual before the car is even delivered. Read the manual from top to bottom. If you do not know what is missing from your car, they sure will not tell you.

Took the car to be inspected. It checked out 100%. I noticed that the OEM floor mats were replaced with a very cheap and dangerous substitute. Dangerous according to the car manual. Used every resource to research the VIN. Vehicle was first leased in Florida. Auctioned from there, bounced around the NE [not driven] https://www.research.com/ . In this case, I got lucky with the car not being from a rust area. No signs of flooding or unreported accidents.

Hades:
If you discover which parts are missing from your vehicle or something is amiss, then you must confront the lord of darkness.
Silver Rock Auto is the devil.
They will do their utmost to not pay for anything. You will see them perform slimy acts most associate with deadbeats. They count on you giving up on what is just because they are so good at being so bad. When I saw them bring my car technician to tears, I couldn't stand it anymore. We did not give up, but no one should ever have to deal with people like this. I read that they are associated with DriveTime as well, so don't even think about it.

In the end or reincarnation thereof, Carvana may not be like dealing with dealerships or KBB like sites, nevertheless, it still requires your utmost attention to detail to avoid getting hoodwinked.

Unethical felon owned business. These sad clowns Treat employees horribly and has 0 integrity. They will bend you over for a high APR loan and take advantage of poor people . The vending machine is a cool gimmick but then you realize how much these people condescend to everyone because hey if u have bad credit youre a mn they can get rich off of

my car was to arrive at my door 12/19/2016. At 11ocock I received a Email stating there was a delay. My car was in Texas not Atlanta. That's a pretty big mistake. They set the date to bring my car, not me.The auto insurance was all set my current car was dropped the new owner to pick it up at 5pm. we now have a new date next Tuesday at 11am.12/27/2016. Im feeling like I have the wrong decision.

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]

Attention: Travis S[redacted]                                                                              ...

        Dispute Resolution Consultant Complaint ID#[redacted] Dear 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 2014 Dodge Avenger. Carvana strives to ensure all customers receive superior service throughout their buying experience. At the same time, Carvana reserves the right to decline to do business with customers in certain circumstances.  In reviewing Mr. S[redacted] account we find he started the purchase of the 2014 Dodge Avenger on 4/8/2016.  Once a customer proceeds into the purchase portal Carvana will request underwriting verification documents to continue moving forward in the purchase of a vehicle. Mr. S[redacted] faxed in the required documents for the purchase. Unfortunately, the documents that were submitted did not come in clearly and were not legible.  During this time we reached out to Mr. S[redacted] to explain and asked that he resubmit the documents.  As a solution we provided him with alternate options to send in his documents, such as email, text or scan. To date, Carvana has yet to receive legible documents to complete our underwriting process and we are unable to move forward at this time. We apologize if Mr. S[redacted] felt that our team was being rude and we are using this experience as a learning opportunity to continue to improve our online car buying process. In an effort to resolve Mr. S[redacted]’s complaint, If Mr. S[redacted] would like to continue with his purchase, we would be more than happy to review new legible documentation. Once submitted our underwriting team will reach out with any questions. Carvana thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please feel free to call us at ###-###-####.

They are lying nobody contacted me after October 10th. I advised them of that several times. I even asked for them to send me something and show me where they supposedly tried to contact me and I haven't received anything yet!

Good car buying experience but if you're trading in car they may not even take the title out of your state, costing you money in taxes. Also, it took an excessive amount of time to get the vehicle registered in KY after purchase.

Dear Revdex.com,
  We appreciate your continued support regarding this matter and are thankful for the opportunity to respond to Mr. Sousa's rebuttal. Our position remains unbroken, new documents were received today; however they are unclear and illegible.  We are sorry and pride ourselves on creating a quick and seamless process.  Our underwriting team is more than willing to review Mr. S[redacted] documents but they must be resubmitted through a legible format.  Upon receipt, we will follow up with the customer accordingly to finalize his purchase with us. At this time because we have yet to receive legible documents from Mr. Sousa for a purchase are unable cannot move forward with his purchase. To reiterate, we have alternate ways to send in documents for a purchase including fax, text, and email. If you have any further questions, please feel free to call our advocate team at ###-###-####

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. We...

sincerely apologize for any confusion or inconvenience our customer experienced during the purchase process. We are happy to report that we have reached an amicable resolution for this customer, and we believe this complaint has been resolved in full. Our reputation of providing positive experiences and quality vehicles to our customers is essential to who we are as an online dealership. We are truly sorry for any miscommunication or lack of follow up our customer experienced.  We can promise you that our high quality standards will be met in the future.
Sincerely, 
Teresa A[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.]

sans-serif;">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

The issue has not been resolved. I received word at 19:20 hrs 12/20/16 from Shawn that Carvana is unable to sell me the car. The car was supposed to be delivered to me 12/21/16 at 09:00 hrs. This is why I contacted the Revdex.com in the first place, I keep getting the runaround. I've already signed papers at my credit union for the financing and have secured car insurance as I was instructed and no one can say exactly WHY they can't sell me the car 14 hours before they were scheduled to deliver it.  WHY is this happening again. Shawn could only say he would call in the morning to update me. This is not as their slogan says "A better way to buy a car".

3/31/16
Brett T[redacted]

Arial;">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 for the inconvenience and lack of communication represented through Carvana.  We understand your frustration and disappointment with the amount of time it has taken to resolve this issue.  We strive to complete each step of the process within a timely and thorough manner.  The customer informed us on March 8th, 2016, the day after the delivery of the Kia Sportage, that he wanted to swap for a different car that better suited his needs. On March 15th, 2016, our customer advocate picked up the Kia Sportage and delivered the Kia Sorento.  In error, Carvana did not complete the swap successfully in our systems which resulted in Go Financial having record of two vehicles for Mr. T[redacted]. We have since worked with Go Financial to correct this error and are sincerely sorry for the inconvenience that this has caused. We are happy to report that we were able to resolve this error in a timely manner and his account is now correctly up to date. Again, we are sorry for any miscommunication and lack of quality. We can promise you that our high, quality standards will be met in the future.    Best regards, Carvana Team  [redacted]       

Bad experience! Car was never delivered as scheduled. They promised delivery every week for two weeks. Finally had to cancel.

Dear Revdex.com, Thank you for your continued opportunity to address our customer’s concerns. We understand our customer’s perspective on this issue, and we can agree to his desired solution of honoring the original trade-in quote for his vehicle. If he wishes to accept this offer, please contact our Customer Advocates at [redacted]4. Please note that our customer would still have to meet one of our Advocates within a 100-mile radius of our Nashville hub to complete this transaction. 
 
Sincerely,
Teresa A[redacted]

I decided to purchase a car through Carvana and everything was ok till they delivered the car.

1. Car Arrived : It was not cleaned properly and there were pet hairs in the back deck next to the rear window shield. The delivery person said they will send me a gift card for cleaning which never came.

2. Description said it has rear back up sensors : They were absent and the company said they will refund me $ 250 and it has been 3 months till now, I have called them a couple of times and the last they said was they are upgrading to a new system. Prior to that they denied having to pay me for which I forwarded them their customer service email to prove it.

3. Front Wind Shield Was replaced: They never mentioned this in the description or anywhere as it could have meant anything , and why it was broken was never mentioned to me, and the only thing they said was that Carvana does Quality checks and uses quality products. Unfortunately I noticed this late and who knows what else is wrong with the car.

4. My delivery was pushed back with the reason , that the battery has run down and that they have replaced the battery. I asked for the warranty papers for the battery they replaced just in case and I was denied that stating the battery is not covered under warranty.

I do not recommend this company to anyone based purely on experience, on so many fronts especially transparency and delay tactics.

I purchased the car in Aug 2016 around the 20th. Today is 12/1/2016

I purchased a vehicle from Carvana online and received it at my Tennessee home on November, 28, 2015. I was thrilled with the whole process at that time. However, after nearly 6 months I still do not have my tags and registration. My 5th temporary tag expires May 10th. I've done everything they have asked me to while they have given me nothing but one excuse after the other. I now am unable to get a response from them at all. A consumer advocate and two title clerks who corresponded with me previously are ignoring emails I have sent just this week. I am not filing complaint with Revdex.com because I intend to take legal action. I just want to warn future customers to beware. Carvana turned a very good experience into a nightmare for me and after next Tuesday I will not be able to even drive the car.