Wicks Construction

Dear Revdex.com, Thank you for your continued opportunity to address our customer’s concernsWe understand our customer’s perspective on this issue, and we can agree to his desired solution of honoring the original traquote for his vehicleIf he wishes to accept this offer, please contact our Customer Advocates at [redacted] 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***

there was no message about a mile delivery radius for trade insIt said if you are outside of miles you have to pay a fee which I agreed which was $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 paintAfter 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 $No where in america is a radio $trade in lossThe blue book value on my truck is over $I even offered to put in a radio, and they still denied their low ball offerThey even went and said we dont even but those kinds of trucksAs 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 $in interest for a $car to begin with, not including the $trade in value on my truck?

Dear Revdex.com, Thank you for bringing this matter to our attentionWe consider customer satisfaction our top priorityWe would like to apologize to our customer for any inconvenience caused while attempting to place her order on our websiteWe are looking forward to helping our customer resolve the issueUpon review of our customer’s account, it appears our customer was attempting to place an order on a vehicle that was not available as it was already locked in another customer’s accountWe apologize for this inconvenienceOur customer informed one of our Customer Advocates of the error she was receiving via our online chat feature on February Our chat representative asked our customer to please give us a call to troubleshoot the completion of the orderWe cannot take banking or personal account information over our chat feature for our customer’s securityWe did not hear back from MsWhitman following this conversationOne of our Senior Customer Advocates reached out to MsWhitman to offer personal assistance in placing the order on February We were unable to reach our customer but left her a voicemail inviting her to give us a call back to assist in placing her orderWe are looking forward to assisting our customer in resolving this issue and placing her orderCarvana thanks the Revdex.com for their continued supportIf there are any additional questions or concerns, please do not hesitate to contact us at ###-###-#### Thank you, The Carvana Team

Dear Revdex.com,Thank you for your continued support on this matter regarding our customer, Mr [redacted] We would like to sincerely apologize again for our customer’s frustration with our registration processWe feel that the ball was dropped in terms of fully explaining this process to our customerWe hope to clear up any outstanding confusion.Our post-sale operations team was able to request that the permanent plates and registration be expedited for our customer through the DMV due to the miscommunication with insurance requirementsVehicle titling is handled exclusively through the customer’s state and local DMV and unfortunately this is not a process Carvana is able to request be expeditedMr [redacted] purchased his vehicle in cash so the title will be mailed directly to himThe timeline on this is typically four to eight weeks following the completion of the registrationMr [redacted] can expect his vehicle title between March and March We apologize about any confusion or misinterpretation on this timeline.In regards to the insurance, our customer did present us with proof of insurance at the time of deliveryThis aforementioned proof of insurance was for a Ford Edge when our customer was purchasing aLexus CT 200hThis insurance was acceptable to drive the vehicle at the time of delivery but we would still require updated insurance showing coverage of the vehicle our customer was purchasing in order to register said vehicleWe sincerely apologize again if this was unclear.We are proud of our long standing A+ rating with the Revdex.com and we would like apologize again that our customer’s experience has been less than exemplaryWe look forward to assisting our customer in the future and sincerely hope this helps to clear up any confusion.Carvana appreciates the support of the Revdex.com and if there are any additional questions or concerns please do not hesitate to reach out to us at ###-###-####.Thank you,The Carvana Team

Dear Revdex.com, Thank you for bringing this matter to our attentionCarvana considers customer satisfaction our top priorityWe would like to sincerely apologize to our customer for the inconveniences he has experienced since receiving his vehicle Our customer received his Kia Soul on January At the time of delivery, we did confirm with our customer that the vehicle was indeed annotated on our website with two sets of keys and that there was a blemish in the windshield we would be happy to assist with replacingWe apologize for these shortcomings on the vehicle but we are happy to hear that our delivery advocate was very attentive to our customer’s concerns at the appointmentOn January 8, our delivery advocate reached out to our Post Sale Operations team in our corporate headquarters to inform us of the issues with our customer’s vehicleWe reached out to SilverRock, our warranty provider to allow an exception for our customer to have a second key made at a dealership of his choice, with no out of pocket costIn addition, our warranty provider partners with Safelite Auto Glass and we reached out via email to facilitate an appointment being set up for our customer to have his windshield replaced, we would be covering this expense in its entirety as well Our customer reached out to us on January stating the Safelite Auto Glass representative did not show up to the appointment we had facilitated for himFollowing back and forth miscommunication with Safelite, we deemed the best course of action would be for our customer to contact our warranty provider directly to ensure another appointment is set up and there is no miscommunication from either partyWhen a customer contacts our warranty provider to set up a Safelite appointment, they are connected with a live representative serving their area to immediately set up and confirm an appointment Likewise, when Carvana sets up the appointment on behalf of the customer, the procedure is to connect with Safelite through a business to business email which can lead to delays and miscommunication We relayed this information to our customer and again apologized for the inconvenienceWe reminded Mr [redacted] we would still be covering this expense in its entirety we would just need his assistance in setting up the appointmentWe do apologize again for any inconvenience that this caused To speak to our customer’s other main concern, we are happy to address our registration process In the state of Florida, vehicle registration expires on the registrant’s birthday each year If a customer’s registration is set to expire within days of registration completion based on their birthday, it will be automatically renewed through our 3rd party registration processing companyIn this case, our customer’s registration is not set to expire until March, so Mr [redacted] will simply need to have that renewed prior to expirationAs our customer transferred his plates, we sent a registration reimbursement check for $on January via standard mailOur customer was only responsible for the $registration processing fee following this reimbursementWe want to apologize for any confusion or inconvenience regarding this registration policy as well At this time, our warranty provider SilverRock is aware of the situation and they are waiting on contact from our customer in order to get him set up with a windshield replacement appointment that best fits his scheduleWe want to truly apologize to our customer as we understand that the ball was dropped in communication and setting appropriate expectationsWe strive for all of our customers to have the true stress free Carvana experience and we look forward to helping our customer turn his experience around Carvana thanks the Revdex.com for their continued supportIf there are any additional questions or concerns, we can be reached at ###-###-#### Thank you, The Carvana Team

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 vehicleWe did agree that our customer could move forward with his purchase, as this was an oversight by our delivery teamWe have been in communication with our delivery team and can assure our customer that we are all on the same page regarding his deliveryWe are happy to confirm that we have reached an amicable resolution for this customer, and we believe this complaint has been resolved in fullWe are truly sorry for any miscommunication our customer may have experiencedWe can promise you that our high quality standards will be met in the futureSincerely, Teresa A***

Victor [redacted] T***Dispute Resolution ManagerDear Revdex.com,We appreciate your concern in this matter and thank you for giving us the opportunity to address MrT***’s concerns.We have reached out to MrT [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 [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 MrT [redacted] by the end of next weekWe 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 $for all the trouble that he has experienced on behalf of Carvana Along with the $credit, if MrT [redacted] would like to return back to our website for a second purchase we would honor a $credit to his next purchaseCarvana strives to meet our customer’s needs and expectations We thank MrT [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-with any questions that you haveThe Carvana Customer Advocates

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 concernsCarvana 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 wifeMost 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 vehicleCustomers 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 customerAs 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 customerThis decision extends to the customer’s wife, who was added as an authorized representative on the customer’s account on September 16, Carvana believes it went above and beyond for this customer and extended all reasonable courtesies and compromises to attempt to satisfy the customer’s concernsAt this point, Carvana respectfully declines to sell any additional vehicles to the customer or his wifeShould you have any questions or concerns, please feel free to call us at [redacted] .Sincerely,Ryan K***Chief Brand Officer, Carvana

I could not read the response sent by the businessBut 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!

Date: 9/8/15Re: [redacted] Dear Revdex.com, Thank you for bringing this matter to our attentionWe 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 [redacted] on August 8, 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 The nature of the mechanical concern was the condensation in the driver’s side headlight assembly.Carvana completes a point inspection on all of its vehiclesCarvana 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, We recommended that a claim be submitted to our warranty company, [redacted] , so that all repairs would be covered during his day bumper to bumper warrantyBecause 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 solutionOur 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 headlightWe can promise you that our high, quality standards will be met in the future

carvanas response is not correct from the beginning. they are very little concerned about customer service and very much in the business of making money. lots of it. if they were indeed about customer service one of two things would have happened. first, the car advertisement would have reflected the crack windshield and one key or second, they would have replaced the key and dealt with the windshield prior to delivering the car. however, that's not what happened. I spoke twice on the day of delivery to the rep that was bring the car and no mention of the discrepancies. job one is to get the car to your house. now the rep is very well trained and prepared to say everything and any thing to leave that car with you. my rep stated and reiterated many times that their would be no "inconvenience for me". that they would own these things and handle them. all I would do is receive a call from safelite to set up an appointment that was least inconvenient for me. at home, at work where ever. empty promises. so to solve this part of my issue all carvana has to do is call safelite and have them call me. this part of my complaint is based on principle. I know how to use the phone to call and set up the appointment but that is not what was promised and offered and accepted. principle only. seems like an easy customer satisfaction problem to fix if you were concerned about customer satisfaction. now to the registration. I have purchased many cars in my life, both new and used. I currently own 4 vehicles and will buy many more in my life.(not from carvana) I have often purchased cars near my birthday and around Christmas. I have never heard of such a policy. I received the registration in my name certified delivery, signature required from fed-ex on jan 29, 2018. due to expire on march 2018. a total of 31 days. once again I do not see an honest effort in customer satisfaction. I only see new tricks in the old used car business. bottom line carvana cares nothing about my dissatisfaction only in making money. my comments are supported by the previous facts. not just empty word delivered from a company that could have easily prevented the issue but instead lacked integrity and then gave excuses rather than fulfilled their promises. id bet that the beginning of carvans response is the exact same in every complaint that that they respond to. like the rep that came to my house, well trained in exactly what to say and how to respond in order to give to illusion of customer care while making money off empty promises.Still dissatisfied,

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 concernsOur customer entered into a Simple Interest Retail Installment Contract with Carvana
when he purchased a Porsche Boxster on January 29, 2016. The vehicle carried a bumper to bumper warranty lasting either days from the date of purchase or when the vehicle has been driven 4,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 vehiclesOur records indicate all inspections and repairs on this vehicle were handled professionallyThe customer’s primary complaint is the vehicle’s clutchWe have attempted to resolve this issue for our customer by offering to take back the vehicle and review the diagnostic of having the clutch replacedThe customer declined our offer to take back the vehicle and instead opted to have the vehicle inspected at a Porsche repair facilityWe note that the clutch is considered an item that wears down over time, and driving style and habits are associated with premature clutch failureThe customer has driven 10,miles since obtaining the vehicle in January, which may have caused or contributed to the failureWe are not aware of any definitive way to determine when or by whom the wear was put on a clutchWhile we are very sorry for the issues the customer has experienced with the vehicle, Carvana is not able to pay for any repairsCurrently, 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 vehicleWe would like to thank the Revdex.com for its continued support, and any questions can be directed to ***Sincerely, Teresa A***

I do not accept the excuse from Carvana As I have seen in many other complaints with their company the document are being sent as requestedIf there underwriting department can't seem to get it right then maybe it time to think about retrainingAgain, I will not refer nor buy any products from this company in the near future until they show some integrity and own their mistakesOur President wants to Bring business back to our country, when we can't even treat our own citizens fair in a car deal Again they pick and choose who they want to financeI am retired military and a disabled veteranThe document I provided was a "Federal government documents of my pay" Drivers License that matched social security cardHow can you not verify a "Federal government document" I feel that they offer every customer who they choose not to finance the same excuse" PLEASE USE A THIRD PARTY OR PAY CASH" If those are the options then don't offer financing to any of your customers and you wouldn't have so many negative reviewsAgain a very big disappointment with an American Automobile Company's Integrity

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

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 conditionAgain, we respectfully disagree with the repair shop’s assessmentPrior 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 orderThe repair facility has made us aware that the vehicle has been driven over 10,miles since his purchase date, which could have caused the clutch to failCurrently, 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 repairBecause our customer has been in the vehicle for five months and has driven over 10,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 complaintsAt 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 homeOn February 16th, 2016, our customer indicated there was a crack in the windshield and requested a second key fobWe 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 ***, saving our customer any out- of-pocket expenseWe 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 incompleteThe customer has requested Carvana pay for the repairs to his vehicleWhile 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 vehicleDue to the repairs needed on the vehicle, Go Financial authorized an early deferral on the customer’s accountIn order to accept this deferral, the customer needs to submit evidence that the repairs have been paid forBecause the customer has not done so, the deferral has not been applied to the customer’s accountWe apologize if our initial response created the impression that the customer was late on his paymentsShould the customer wish to take advantage of Go Financial’s offer of deferred payments, he should send copies of those paid repairs to 8***
Sincerely,Teresa A***

Dear Revdex.com, We appreciate your continued support regarding this matter and are thankful for the opportunity to respond to MrSousa's rebuttalOur 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 MrS*** 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 usAt this time because we have yet to receive legible documents from MrSousa for a purchase are unable cannot move forward with his purchaseTo reiterate, we have alternate ways to send in documents for a purchase including fax, text, and emailIf you have any further questions, please feel free to call our advocate team at ###-###-####

Dear Revdex.com,Thank you for bringing this matter to our attentionWe take customer complaints very seriously and would like to express our sincere apologies for the discrepancy with our inventory and the problems our customer endured because of this We strive for a seamless purchase process
throughout our customer’s entire experience, and we are saddened that we were not able to provide the same great car buying experience for our customer that we did for her friendsAs an online dealership with a nationally pooled inventory, Carvana vehicles are available to customers throughout the United StatesAll available vehicles are featured on our website, and if a customer wants to buy a car, they click “Get Started” on our site, which locks the vehicle from being purchased by another customer Once a customer has finalized a purchase, we remove that vehicle from our online inventoryIn this case, we had previously sold the vehicle to another customer and the vehicle’s availability was not updated accordingly on our websiteIn this unexpected scenario, we felt the only fair solution was to honor the first customer’s purchase We own this mistake and we are truly sorryWe completely understand our customer’s frustration and disappointment that she ultimately was not able to receive the initial car that she purchased This error was the result of an unanticipated computer glitch and is not reflective of our high standards, and we will use this opportunity to improve our processes going forward. We are happy to announce that our customer was able to find a similar vehicle that met her needs, and that we were able to successfully deliver this vehicle to our customer on May 6, Our customer was also compensated for the inconvenience caused by our mistake We realize our customer has many options available to purchase a vehicle, and we truly thank her for choosing Carvana and giving us the opportunity to turn her negative experience into a positive oneOur reputation of providing positive experiences and quality vehicles to our customers is essential to who we are as an online dealershipAgain, we are sorry for the confusion and the issues that resulted from our customer not receiving the original vehicle of her choiceWe promise that we will do our best to ensure our high quality standards are met in the future. Sincerely,The Carvana Team

The issue has not been resolvedI received word at 19:hrs 12/20/from Shawn that Carvana is unable to sell me the carThe car was supposed to be delivered to me 12/21/at 09:hrsThis is why I contacted the Revdex.com in the first place, I keep getting the runaroundI'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 hours before they were scheduled to deliver it. WHY is this happening againShawn could only say he would call in the morning to update meThis is not as their slogan says "A better way to buy a car"

Please find our response attached.Dear Revdex.com,Thank you for bringing this matter to our attentionWe would like to address our customer’s concernswith the underwriting process and provide clarification to this experience.Our customer first began to purchase a vehicle on carvana.com on October 3,
Between the datesof October 4, to October 6, 2017, Carvana attempted to complete our standard underwritingreview processCarvana requires the underwriting review process be completed within hours ofplacing the order on a vehicleOn October 4, we contacted our customer to inform her of theitems needed to complete the underwriting process: proof of income documents, a funds verificationcall to her financial institution to ensure funds were available for the down payment, and anemployment verificationWe advised our customer she had until October 5, at pm EST to provideus with the requested items.Our customer called us on October 5, to inform us that she would not have the necessary items inthe allotted timeDuring this call we told our customer we would have to release her scheduled vehicledelivery date, but, as a courtesy, we would hold the vehicle for an additional hours to give her time togather the necessary verification items.On October 6, 2017, the Carvana underwriting team found discrepancies in the customer’s personalinformation submitted in connection with the financing application and underwriting process.Specifically, we could not successfully verify our customer’s identity, as she had created five differentaccounts through carvana.com and used a variety of personal identity information on each one,including, but not limited to, different social security numbers.Being an online dealership, Carvana has strict underwriting guidelines we must adhere toCustomersusing our in-house financing must provide accurate and consistent information in order to be approvedfor financingDue to the inconsistent information provided by this customer, we are unable to fullyapprove her to finance a vehicle with CarvanaCarvana followed fair and consistent policies andprocedures through this customer’s experience and the decision to not approve her for a purchasethrough Carvana is finalShould the Revdex.com or our customer require any further information, pleasecontact us at 800-333-4554.Sincerely,The Carvana Team

3/31/16Brett T*** *** *** *** *** ** *** 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 needsOn 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 MrT***We have since worked with Go Financial to correct this error and are sincerely sorry for the inconvenience that this has causedWe are happy to report that we were able to resolve this error in a timely manner and his account is now correctly up to dateAgain, we are sorry for any miscommunication and lack of qualityWe can promise you that our high, quality standards will be met in the future. Best regards, Carvana Team *** * *** *** ** * *** ** ***
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