Sign in

Carvana

Sharing is caring! Have something to share about Carvana? Use RevDex to write a review

Carvana Reviews (91)

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

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?

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.

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 has encountered mechanical concerns. Our customer entered into a Simple Interest Retail Installment Contract with Carvana when he purchased a 2013 Porsche Boxster on January 29, 2016.  The vehicle carried a bumper to bumper warranty lasting either 100 days from the date of purchase or when the vehicle has been driven 4,189 miles.  This vehicle also carried an active manufacturer’s warranty that expires in November 2016. Carvana completes a 150-multi point inspection on all of its vehicles. Our records indicate all inspections and repairs on this vehicle were handled professionally. The customer’s primary complaint is the vehicle’s clutch. We have attempted to resolve this issue for our customer by offering to take back the vehicle and review the diagnostic of having the clutch replaced. The customer declined our offer to take back the vehicle and instead opted to have the vehicle inspected at a Porsche repair facility. We note that the clutch is considered an item that wears down over time, and driving style and habits are associated with premature clutch failure. The customer has driven 10,000 miles since obtaining the vehicle in January, which may have caused or contributed to the failure. We are not aware of any definitive way to determine when or by whom the wear was put on a clutch. While we are very sorry for the issues the customer has experienced with the vehicle, Carvana is not able to pay for any repairs. Currently, our customer’s account with the loan servicing company Go Financial is delinquent in the amount of $1,493.00.We understand the customer’s frustration but are unable to accommodate his request to pay for repairs to the vehicle. We would like to thank the Revdex.com for its continued support, and any questions can be directed to [redacted]. Sincerely, Teresa A[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!

Re: Brett T[redacted]
April 6, 2016
Dear 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].

Dear Revdex.com,Thank you for the continued opportunity to address our customer’s concerns.We understand that the Porsche repair shop has informed the customer that the car should not have been sold in its current condition. Again, we respectfully disagree with the repair shop’s assessment. Prior to sale, Carvana completed a thorough inspection on the vehicle and did not find any malfunctions with the clutch and found it to be in full operating order. The repair facility has made us aware that the vehicle has been driven over 10,000 miles since his purchase date, which could have caused the clutch to fail. Currently, our customer is outside the 100-day bumper to bumper warranty, and due to the clutch being a wear and tear item the manufacturer warranty will not cover the repair. Because our customer has been in the vehicle for five months and has driven over 10,000 miles, which places the customer outside the warranty period, he is responsible for any mechanical repairs With respect to the customer’s other complaints regarding the condition of the vehicle, our phone records indicate our customer was in frequent contact with our Customer Advocates regarding these issues, and we believe Carvana worked diligently with the customer to resolve those complaints. At time of delivery, our outside advocate made the customer aware of the missing floor mats and was able to order manufacturer mats to be sent to his home. On February 16th, 2016, our customer indicated there was a crack in the windshield and requested a second key fob. We are glad to report that we were able to reimburse our customer for a second key fob in the amount of $536.91, ordered the manufacturer floor mats and repaired the crack in the windshield through [redacted], saving our customer any out- of-pocket expense. We have no record of any concerns regarding the worn tires by our customer.Finally, we apologize that our statement regarding the status of our customer’s loan with Go Financial, the loan servicing company, was incomplete. The customer has requested Carvana pay for the repairs to his vehicle. While this is not possible in these circumstances, our statement regarding the loan status was intended to convey that Go Financial has made an effort to assist the customer due to the issues he has experienced with the vehicle. Due to the repairs needed on the vehicle, Go Financial authorized an early deferral on the customer’s account. In order to accept this deferral, the customer needs to submit evidence that the repairs have been paid for. Because the customer has not done so, the deferral has not been applied to the customer’s account. We apologize if our initial response created the impression that the customer was late on his payments. Should the customer wish to take advantage of Go Financial’s offer of deferred payments, he should send copies of those paid repairs to 8[redacted]

Sincerely,Teresa A[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].

Re: Brett T[redacted]
April 6, 2016
Dear 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].

I REALLY, really, really wanted to love Carvana. The reason I'm still giving it one stars is because 7 days return no questions asked really means no questions asked. They could have offered some sort of good faith incentive though to prompt me to try again with their service especially since they WITHDREW MY DEPOSIT AFTER I RETURNED THE CAR.

HOWEVER, I feel pretty cheated by the supposed 150 point inspection. Carvana sold me a car with a VERY cracked belt, my mechanic was worried about my safety since the belt, well, it allows you to control your car... This was the first of 3 major problems. 1) Extensive corrosion: the car bottom was much too rusted at just 3 years old (2013 model), my mechanic told me it must have spent quite a bit of time IN WATER 2) the cracked belt mentioned earlier 3) a leaking radiator, by the time I took the car to the garage 14 HOURS after purchasing it, the liquid was empty.

I feel cheated because I made the effort to finance the car, which means my credit report will have another inquiry for no reason, and because they promise that you will save time and stress... This was not the case because now I'm back to square one looking for a car....

Carvana... you promised the vehicles would be inspected but the damage was apparent. I really want to give you another try, and somehow the CarFax was clean despite glaring water damage (corrosion), I took pictures.

I have spent time and money purchasing the car, getting it to my mechanic, and then returning it, and now I have to deal with canceling the car insurance policy and waiting to get the loan returned to my bank.

to top it off I had the car 15 hours (6PM-9AM) and they withdrew my almost 7k deposit two days AFTER I returned the car and I had to call them the following week since they still had not returned my deposit. The advocate told me the payment was still pending and they hadn't received it even though, clearly, the money was no longer in my account. She told me that it would take the same amount of time for them to return the deposit. WHAT? How could I go about buying another car when I no longer had a security deposit of 7,000$ in my account? Turns out their system bugged and after complaining enough they wired the funds back into my account the following day. It took me too much time to get MY money back. If I had not spent more time on the phone to find out where my money was who knows when I would have gotten it back?

I would like the Revdex.com to explain how this business is accredited given my HORRIFIC experience.

+1

[

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,

I was excited to purchase a vehicle from Carvana from seeing all the commercials and a close friend and his wife purchasing vehicles from them. Browsed there site which is so easy to navigate thru and finally settled on a 2014 Kia Rio that met our budget. We went thru the whole process and decided that the Vending Machine concept would be a pretty cool idea to share with the kids. Entered all the information that was needed also entered banking information. Well that's where the excitement ended for us. We get a call this morning from Carvana customer advocate UW and was informed that because discrancies were found with my SSN that the contract would have to be voided. To my surprise she would not elaborate past that other then stating I would receive a letter stating the reasons why?. The reason for this negative review is only a testimonial of MY experience and not intended to hurt the company or it's reputation as I have many friends that have purchased vehicles thru them and would never seek to ruin there moments. I am just a very frustrated future customer that was not given specifics as to why I was not given the opportunity to get the vehicle we liked.

Dear Revdex.com,Thank you for the continued opportunity to address our customer’s concerns.We understand that the Porsche repair shop has informed the customer that the car should not have been sold in its current condition. Again, we respectfully disagree with the repair shop’s assessment. Prior to sale, Carvana completed a thorough inspection on the vehicle and did not find any malfunctions with the clutch and found it to be in full operating order. The repair facility has made us aware that the vehicle has been driven over 10,000 miles since his purchase date, which could have caused the clutch to fail. Currently, our customer is outside the 100-day bumper to bumper warranty, and due to the clutch being a wear and tear item the manufacturer warranty will not cover the repair. Because our customer has been in the vehicle for five months and has driven over 10,000 miles, which places the customer outside the warranty period, he is responsible for any mechanical repairs With respect to the customer’s other complaints regarding the condition of the vehicle, our phone records indicate our customer was in frequent contact with our Customer Advocates regarding these issues, and we believe Carvana worked diligently with the customer to resolve those complaints. At time of delivery, our outside advocate made the customer aware of the missing floor mats and was able to order manufacturer mats to be sent to his home. On February 16th, 2016, our customer indicated there was a crack in the windshield and requested a second key fob. We are glad to report that we were able to reimburse our customer for a second key fob in the amount of $536.91, ordered the manufacturer floor mats and repaired the crack in the windshield through [redacted], saving our customer any out- of-pocket expense. We have no record of any concerns regarding the worn tires by our customer.Finally, we apologize that our statement regarding the status of our customer’s loan with Go Financial, the loan servicing company, was incomplete. The customer has requested Carvana pay for the repairs to his vehicle. While this is not possible in these circumstances, our statement regarding the loan status was intended to convey that Go Financial has made an effort to assist the customer due to the issues he has experienced with the vehicle. Due to the repairs needed on the vehicle, Go Financial authorized an early deferral on the customer’s account. In order to accept this deferral, the customer needs to submit evidence that the repairs have been paid for. Because the customer has not done so, the deferral has not been applied to the customer’s account. We apologize if our initial response created the impression that the customer was late on his payments. Should the customer wish to take advantage of Go Financial’s offer of deferred payments, he should send copies of those paid repairs to 8[redacted]

Sincerely,Teresa A[redacted]

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.

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].

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]       

after reading the response that Carvana sent , what there saying is a total lie . I broke down in New York on vocation . A certified Porsche repair shop picked up the car because it wouldn't drive anymore . They said it shouldn't have been sold to me in that condition . I called Carvana to tell them that . After two weeks of going back and fourth they said they would take back the car . Carvana never said to bring it to them to have the clutch looked at , what they are saying is totally bull . I have all my correspondents of talking with Carvana and the Porsche repair shop . I can prove everything I'm saying . From the keys that where no good , the cracked windshield , the bad tires . The Porsche car matts that where missing . As far as go financial , I've been working with them on what I should do . They feel so bad for me that they told me to use the 2 months of payments towards the price of the repairs on the Porsche . So I'm not late on my payments like Carvana is trying to make it seem . It seems there trying to deflect paying for repairs by saying I'm late on my payments . What business brings up my financial affairs anyway . They got paid there 50,000 for the car . It's not right what Carvana is doing. Thanks

This company is saying they cannot help me with getting a car because my pay is in cash, they told me that was not an issue send us 3 bank statements so we can see your deposits all of which were 1500-2000 deposits each month.. now it's an issue because I only make cash and they can't help.. they are liars and are rude about it in a nice way.. they had me go out of my way to get a money order for the down payment and making me drive an hour from home to meet someone in the parking lot of Walmart to exchange trade my vehicle in? But the motto of the company is "delivered straight to you" no hassle well now because I'm a full time bartender who makes more than 24k a year there saying I can only claim 14k a year which quadrupled my down payment and monthly payment if your saying I'm making less then I am what gives you the right to double everything.. I sent all the info that was asked of me and the deposits and dates match up but they did not wanna help me then when I mentioned filing a complaint she could no longer speak with me on a recorded line? Ridiculous...

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 has encountered mechanical concerns. Our customer entered into a Simple Interest Retail Installment Contract with Carvana when he purchased a 2013 Porsche Boxster on January 29, 2016.  The vehicle carried a bumper to bumper warranty lasting either 100 days from the date of purchase or when the vehicle has been driven 4,189 miles.  This vehicle also carried an active manufacturer’s warranty that expires in November 2016. Carvana completes a 150-multi point inspection on all of its vehicles. Our records indicate all inspections and repairs on this vehicle were handled professionally. The customer’s primary complaint is the vehicle’s clutch. We have attempted to resolve this issue for our customer by offering to take back the vehicle and review the diagnostic of having the clutch replaced. The customer declined our offer to take back the vehicle and instead opted to have the vehicle inspected at a Porsche repair facility. We note that the clutch is considered an item that wears down over time, and driving style and habits are associated with premature clutch failure. The customer has driven 10,000 miles since obtaining the vehicle in January, which may have caused or contributed to the failure. We are not aware of any definitive way to determine when or by whom the wear was put on a clutch. While we are very sorry for the issues the customer has experienced with the vehicle, Carvana is not able to pay for any repairs. Currently, our customer’s account with the loan servicing company Go Financial is delinquent in the amount of $1,493.00.We understand the customer’s frustration but are unable to accommodate his request to pay for repairs to the vehicle. We would like to thank the Revdex.com for its continued support, and any questions can be directed to [redacted]. Sincerely, Teresa A[redacted]

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]

Check fields!

Write a review of Carvana, LLC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Carvana Rating

Overall satisfaction rating

Description: Carvana is an online used car retailer based in Tempe, Arizona. The company is known for its multi-story car vending machines, and in 2018 it was reported to be the fastest growing used car dealer in the United States.

Address: 1026 Marietta St NW STE A, Atlanta, Georgia, United States, 30318

Phone:

Show more...

Web:

This website was reported to be associated with Carvana, LLC.



Add contact information for Carvana

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated