Carvana

Unfortunately during the time I was listed as having 2 open loans for a car I was turned down for a mortgage based on income to debt ratio. I think I should be compensated for this.

A while ago I was purchasing a vehicle from Carvana, a trade mark of [redacted]. I supplied adequate info to qualify for a loan. Still as represented to me by Carvana, I was required to supply all information on my business transactions including names of business contacts, a full list of places I purchased personal items from and how much I paid for what I bought. I do not think this is ethical. Relative to the financial statements I did supply, I proved a) what my monthly deposits were b) what my ending balance was on a monthly basis for four full months. I do not think information that goes beyond that is necessary to prove credit worthiness. BEWARE!!! Someone may be trying to steal your identity, destroy your business or defame your charachter. The risk is real! DON'T chance it.

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.

Review: Carvana advertises on their website that all defects on their cars are displayed and that none of their cars have ever been in an accident. I purchased a 2013 [redacted] from Carvana and picked up the car at their location in [redacted] on Saturday, August 8, 2013. After arriving home, which is about 125 miles from [redacted], I noticed that there was condensation in the driver’s side headlight assembly. On Monday, August 10, I paid the country ad valorem taxes and sent the receipt to Carvana to begin the process of getting the license plate for the vehicle. On Tuesday, August 11, I noticed that the condensation was still in the headlight assembly, and referred to the owner’s manual. The manual stated the vehicle should be taken to the [redacted] dealer. I called [redacted] of [redacted] and made an appointment for the next day. On Wednesday, August 13, I took the vehicle to the dealership and ask them to look at the headlight assembly and change the oil. Later that day, I received a call from the service advisor who told me that the car had been in a frontal impact that had damaged the headlamp assembly and there was evidence of paint overspray on the car. I called Carvana, and was told that their inspection process would never accept a vehicle that had been in an accident and the condensation would go away in a couple of days. Since I needed a car on Monday for work, I had the [redacted] dealer proceed with the repairs. I called Carvana the next day, getting another person, who asked me if I wanted the car. I told him I wanted the car, but wanted compensation for the undisclosed damage to the vehicle. He told me to send the invoice to the warranty company [redacted] and I would be compensated and the deduction would be waived. On Wednesday, August 19, I was contacted by [redacted] and told that my claim was denied. I then called Carvana again and was asked to send them the invoice from the repairs. This was sent to them on Thursday, August 20. I have had no other communications from Carvana or [redacted] concerning this matter.

The fact that Carvana claims to advise potential customers of all defects, that all cars sold have never been in an accident, and that they conduct a 150 point inspection of all vehicles is a blatant misrepresentation of the truth. I was sold a vehicle a damaged vehicle, led to believe that Carvana would stand behind their guarantee, and was only informed that that would not cover the damage after the 7 day return period had passed is misleading, deceptive, and deceitful.Desired Settlement: Compensate me for the repair of preexisting damage to the vehicle.

Business

Response:

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.

Consumer

Response:

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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 spent weeks of looking on and off for the right model car in my price range. Finally I found the right car for a good price and initiated the Carvana purchase process. I picked up the car from their "vending machine". Filling out the paperwork was easy. After this my Carvana experience was very time consuming & irritating.

I had issues with the vehicle features not being the same as those advertised. The Sirius Radio and Bluetooth calling buttons didn't work in that vehicle. These features were advertised in the Carvana vehicle profile. Having Sirius and hands free calling were very important to me and a considerable factor in my decision to buy the vehicle.

I called into customer service (on hold for a long time).

Carvana tells me to take the car to a dealership and get an opinion. Of course, Carvana did remind me they could just switch the car for another car from the inventory. No comparable cars were available. They wanted me to switch a smaller car that I didn't want or switch to a much more expensive one. I traveled to two Ford dealerships and was told by two Ford dealerships adding the options (Sirius Radio & hands free calling) wasn't really possible even though the buttons for these features were installed in my vehicle.

The Ford dealerships referred me to Best Buy. I got a quote from Best Buy for the upgrades. Another long time on the phone with Carvana and they offered to pay a fraction of the upgrade cost or change the car. Still, there weren't comparable vehicles in their system so I was left to choose a completely different Make/Model, pay way more or to just deal with it. My experience was frustrating. This seemed like a new rendition of the classic bait and switch. Carvana is no better than other used car dealers.

I am so glad to have found Carvana! I had been through the awful experience of visiting (and being taken advantage of) several "traditional" car dealerships and their unfair, abusive and deceptive sales practices. With clear, upfront pricing, no traditional dealership games, an easy and simplified purchase and ownership process, and beyond top notch customer relations, it's literally like Carvana was "sent from above". Each and every Carvana representative was such a delight to speak with, and while there was a delay (due to last minute vehicle manufacturer recall - not Carava's fault); Carvana went above and beyond to make it right!

Review: Carvana has forwarded to thier finance company Go Fince that I owe them for 2 cars--a 2013 sportage and a 2013 sorento---I do not have the sportage--it was given back to carvana as defective within their 7 day return policyDesired Settlement: since I am paying for two cars I want the second one , the kia sportage listed with payments due

Business

Response:

3/31/16Brett T[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 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]

Consumer

Response:

Unfortunately during the time I was listed as having 2 open loans for a car I was turned down for a mortgage based on income to debt ratio. I think I should be compensated for this.

Business

Response:

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].

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.

Review: I purchased a vehicle from acar an and I'm very thankful for them. However I am in dire need of purchasing a second unit in which they have qualified me for and approved the loan on. The problem is because Teresa Aragon (Director of Customer Service) and my wife disagreed over the phone on some concerns, she has made the decision to not allow me to purchase from Carvana and finance my loan through their company Go Financial who had no issue in lending to me again! I have suggested a simple solution so that Teresa and or no one at Carvana has to speak to my wife being that it's only myself on the account. Teresa has decided to block my social and blackball us throughout the Carvana Company!Desired Settlement: I would like to be able to purchase the vehicle that I so desperately need and have it financed through Go Financial like the current vehicle!!! Stop allowing Teresa Aragon to black ball people and speak to them in such a degrading manner!

Business

Response:

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].

Consumer

Response:

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!