Wicks Construction

Thank you for bringing this matter to our attentionWe take our customer’s complaints very seriously and would like to express our apologies for any miscommunication from ***. We strive to ensure all of our customers receive superior service throughout their car buying experience, and we
are sorry to hear that we did not meet our customer’s expectations.On December 6, 2016, our customer’s down payment for the purchase of their (Mercedes Benz GLK) was returned unpaid by their bank; the reason provided was "account not compatible for electronic withdrawals." The same day, we left voicemails for our customer on her primary phone number and her cell phone, asking that she give us a call back regarding her accountWe left additional messages on December and advising that she needed to call us back regarding her accountOn December 9, our customer called in because she contacted the loan servicing company (GO Financial) to try and set up her online paymentsGO Financial advised the customer that they did not have any record of her contracts and therefore advised she reach out to us directly. When our customer contacted us, we advised her that her down payment was not successfully processed, and we had yet to receive any funds for her down paymentWe advised our customer that we would need to collect the payment via debit card, certified check or money order immediately. Our customer then advised us that her debit card has a limit of $per day and that she would not be able to use her card due to the daily limitationsWe gave our customer the option to pay us via money order or certified check. Our customer informed us that she would be able to take care of the down payment on Monday December 12, six days after her purchase. Please see the attached response

Dear Revdex.com, Thank you for bringing this matter to our attentionWe take customer complaints very seriously and appreciate the opportunity to respondWe understand that our customer is frustrated that she ultimately was unable to purchase her car through CarvanaHowever, after reviewing the file,
we can assure our customer that our underwriting process was consistent with our standard approachCarvana has specific underwriting guidelines that we follow for each and every customer in order to verify fundsPer those guidelines, we requested our customer send us the front and back of the cashier’s check that she intended to use to purchase the carWhen we received the check, the customer’s account number was missing; therefore, we contacted the bank to confirm the validity of the check. On May 4, 2017, we conducted a three-way conference call with our customer and her bank to verify the information providedWe provided the bank representative with the necessary information included on the cashier’s check, and the bank representative could not verify the cashier’s check or the account number our customer provided to himAfter continuous back and forth between our customer and the bank representative, the bank representative eventually disconnected the callBecause we were unable to successfully verify the cashier’s check that was provided by the customer’s bank, we could not proceed with the sale of the vehicle. We aim to be as transparent as possible when it comes to our entire online process, and we believe the required documents and any discrepancies in the documents provided were clearly communicated to our customer on May 4, 2017. Again, we are truly sorry for any inconvenience this may have causedIf you have any additional questions or concerns, please feel free to contact us at 1-800-333-Sincerely, The Carvana Team

Please find our response attached.Dear Revdex.com,Thank you for bringing our customer’s concerns about the air conditioning in the *** ** *** to ourattentionWe certainly understand how frustrating it is to experience car troubles five months after apurchase, and we are continuing to work with our
customer to see if there is a fair way for Carvana tohelp.Our customer purchased the *** from Carvana on May 11, All Carvana cars come with a 100-day/ 4,189-mile limited warrantyWe also offer customers the option to purchase extended warrantycoverage (called Carvana Care)Carvana cars also come with a 7-Day Money Back Guarantee, duringwhich the customer can return the vehicle for any reason and receive a refundOur customer declinedto purchase Carvana Care at the time of her purchase.Our customer called us on September 21, to alert us that the air conditioning in the *** wasblowing hot airDuring this phone call, a Carvana Customer Advocate explained that our customer wasoutside of her 100-day Limited Warranty, and since she did not have any Carvana Care, Carvana couldnot cover cost of air conditioning repairsWe advised our customer to send us an estimate from thedealership, but we told her that we could not make any promises about covering repair costsOurCustomer Advocate team followed our standard process for this type of situation with our customer,and we apologize if any communications came off as rude or unconcernedThat was certainly not ourintentionWe strive to provide exceptional customer service at every customer touchpoint.On September 22, 2017, our management team reviewed our customer’s repair caseWe determinedthat we would be willing to consider assisting with repairs if our customer obtained a second opinionfrom a different mechanic, as our repair team felt the first estimate from the *** dealership was high.We provided our customer with a list of alternative *** dealerships where should could take thevehicle in for a second review of the air conditioning problem.As of September 25, 2017, we had been in contact with our customer via phone and email to discuss anamicable resolutionOur customer has since taken her vehicle into a different *** dealership for asecond opinionCarvana agreed to pay for the cost of this second diagnostic reportAfter the diagnosticreport is complete, Carvana’s repair team will review it and determine if we can assist our customer incovering some of the repair costs.On September 27, 2017, our customer provided us with the second diagnostic report, as requested.After review from our repair team, it was determined that Carvana will be able to cover half the cost ofour customer’s vehicle repairsWe will continue to work with our customer to assist with repairs andfinding an amicable resolution.Again, we absolutely understand our customer’s frustrations and disappointment in needing airconditioning repairs completed after owning the vehicle for five monthsWe do stand by the quality ofthe vehicle we sold herUnfortunately, when and how a used car might break down is something that isunpredictableWe apologize for the inconvenience she has experienced due to these problems, and forthe poor service she received when she initially brought this issue to CarvanaWe look forward tocontinuing to work with our customer to ensure her vehicle is repaired and to restore her trust inCarvanaShould the Revdex.com or our customer have any further questions, please contact us at 800-333-4554.Sincerely,The Carvana Team

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsCarvana strives to ensure all customers receive superior service throughout their buying experienceWe sincerely apologize for any confusion or inconvenience our customer
experienced during the purchase processWe are happy to report that we have reached an amicable resolution for this customer, and we believe this complaint has been resolved in fullOur reputation of providing positive experiences and quality vehicles to our customers is essential to who we are as an online dealershipWe 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***

Attention: Travis S***
Dispute Resolution Consultant Complaint ID#*** 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 Dodge AvengerCarvana strives to ensure all customers receive superior service throughout their buying experienceAt the same time, Carvana reserves the right to decline to do business with customers in certain circumstances. In reviewing MrS*** account we find he started the purchase of the 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 vehicleMrS*** faxed in the required documents for the purchaseUnfortunately, the documents that were submitted did not come in clearly and were not legible. During this time we reached out to MrS*** 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 scanTo date, Carvana has yet to receive legible documents to complete our underwriting process and we are unable to move forward at this timeWe apologize if MrS*** 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 processIn an effort to resolve MrS***’s complaint, If MrS*** would like to continue with his purchase, we would be more than happy to review new legible documentationOnce submitted our underwriting team will reach out with any questionsCarvana thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please feel free to call us at ###-###-####

Please find our response attached.Dear Revdex.com,Thank you for bringing our customer’s concerns to our attentionWe strive to ensure every customerhas a positive experience with usWe would like to further clarify what happened in this customer’sexperience with Carvana.On September 14, 2017, our
customer purchased a *** *** with a manual transmission fromCarvanaThe vehicle display page on our website indicated the car had a manual transmissionWedelivered this vehicle to our customer at the address he requestedDuring this delivery our customerhad the opportunity to inspect the vehicle to his liking, as well as take it for a quick driveOur customeraccepted the vehicle at the time of deliveryCarvana offers a Day Money Back Guarantee returnpolicy, which began for this customer on the day he accepted the vehicle.On September 17, 2017, our customer called Carvana to alert us that he had been in an accident in hisnew vehicleDuring this phone call, our customer informed us that he did not know how to drive avehicle with a manual transmission, which caused him to stall out at a light, causing someone to rearend himFirst and foremost, we asked our customer if he was all right, to which we were happy to hearthat he wasOur customer asked about the option of returning the vehicle because he decided it wouldbe best to own an automatic transmission vehicle insteadWe informed our customer that he would beunable to return this vehicle to Carvana any longer, as we cannot accept vehicles for return if they havebeen in an accidentThe Retail Purchase Agreement our customer signed at the time of purchaseexplains to our customers the terms of our return program.We offered our customer the option to trade the vehicle back into Carvana once repairs caused by theaccident had been completedOur trade value factored in the used vehicle’s depreciation, as well as thereported accidentThe value we could offer our customer after repairs had been completed left himwith negative equity on the *** ***If our customer did purchase a new vehicle with Carvana and applyhis tracredit, Carvana is able to roll up to $2,of negative equity into his new loanAnyremainder would be owed up front on top of any required down payment.We understand our customer’s desire to purchase an automatic car instead, but in this circumstanceCarvana cannot allow for a vehicle return due to the car accidentWe are sincerely sorry our customer isin this situation and for any frustrations it has causedWe would be happy to assist our customer withthe traprocess should he wish to go that routeIf the Revdex.com or our customer requires any furtherinformation, please contact us at 800-333-4554.Sincerely.Carvana

The order for Sep was supposed to be cancelled and should've beenWith that being said, it is illegal, fraud, and misrepresentation to give sombody a receipt stating saying something is paid for and it is not paid forIt is illegal for their customer service representatives to verify
funds in a way call with a financial institute and invasion of privacy as their customer service agent hears all the customers personal banking information just to verify fundsIt is an unsafe practice for someone to Listen and hear someone giving their personal and private banking information just to verify funds for the companies own profitIt is illegal under federal law and ucc law as well as fraud to have someone sign a binding contract that states paid in cash and then ask for the moneyThat is an illegal practice in all manners of law and contract lawHow are they getting away with this fraud and illegal activity***.com should be audited to the fullest extent of the law! Audit Audit Audit!!

Please find our response attached.Dear Revdex.com,Thank you for alerting us of our customer’s concerns regarding the *** **We want to clarifythat re-listing the vehicle for sale was an honest mistake.Our customer purchased the *** from Carvana on June 16, On July 17, 2017, our
customerinformed us that her insurance provider alerted her that there was a $13,claim made on the*** in due to flood damageWe thanked our customer for telling us this, as we never knowinglysell vehicles with fire, flood, or frame damageWe advised our customer that she should return thevehicle to Carvana, and we would issue the necessary refund.On August 3, 2017, Carvana took the vehicle back from our customerCarvana had no intention of listingthis vehicle for sale again on carvana.com, as the flood damage made it fall below our standards.Unfortunately, there was a glitch on the back end of our website, causing the vehicle to be posted to thesite when it should not haveThis was an honest mistake on our endWe had no intent of trying tomislead our customers, nor would we ever knowingly sell a vehicle that failed to meet our standards.Upon receiving notice that the vehicle had been re-listed in error, we immediately removed the car fromour website and will not list it again for saleWe would like to apologize to our customer if she feltmisled or that she could not trust CarvanaWe appreciate her alerting us to this issue, as we want tomake sure we are only selling the highest quality vehicles to all of our customersThis is critical feedbackthat has been taken to the appropriate departments so we can continue to improve and avoidunfortunate mistakes like this in the futureShould the Revdex.com or our customer have any questions orrequire further information, please contact us at 800-333-4554.Sincerely,The Carvana Team

Dear Revdex.com, Thank you for bringing this matter to our attentionWe take customer complaints seriously and would like to express our sincere apologies for the discrepancies on our website regarding the remaining manufacturer’s warranty available on this vehicle. We understand our customer’s
disappointment and frustration with our mistakeWe strive to be as transparent as possible when it comes to our online process, and it is clear that we failed to meet our customer’s expectationsThe vehicle that our customer purchased was mis-annotated regarding the length of manufacturer’s warranty remaining on the vehicleThis was an inadvertent error and an honest mistakeWe are sincerely sorry for this mistake, and we apologize if our customer felt misledOur customer alerted us of this mistake on the second day of his 7-Day Money Back GuaranteeIn response, we gave our customer two options: either swap into another vehicle that had more manufacturer’s warranty remaining on it, or, he could purchase our extended service contract, Carvana Care, which would add additional coverage to the vehicles warrantyOur customer did not accept either of these offers and chose to keep the vehicleAs a good faith gesture, we will be compensating our customer for our mistake, as we take full responsibility for this matterCarvana thanks the Revdex.com for their continued supportShould you have any questions or concerns, please contact us by calling *** Sincerely, Teresa A.Carvana Customer Advocates

Revdex.com:
Based upon my initial letter to you, I did hear from Carvana regarding my concernThey extended the Black Friday offer and more importantly I found a vehicle to my liking, made the purchase and the vehicle was dilvered todaythank you for your
help
Regards,
Angelo G***

Carvana fails to acknowledge the problem with the checkout of the vehicle was NOT that another purchase was already pending; it's plausible this may be the case as of the date the complaint was received, however that is not the basis of the complaint. Carvana does not allow the purchase down payment from my bank, which has a public routing number of ***Carvana needs to update their routing database to include all financial institutions. Please advise

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 herIt 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 meI have a copy of a signed contract from last week trying to trade a vehicle to purchase a second unitThis is something that I've been needing to do for sometime now! Carvana has gone in and deleted itI'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***on had an issue with my wife and not meI'm very sorry for whatever happened! I don't have all of the detailsI 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!

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 bringing this matter to our attentionWe consider customer satisfaction our top priorityWe are proud of our long standing A+ rating with the Revdex.com and we regret that our customer’s experience did not embody thisWe want to sincerely apologize to our
customer for any miscommunication and for the delay in his registrationWe are happy that we were able to expedite the process with our customer’s local DMV and that permanent plates and registration have since been delivered to our customer’s home.To speak to our registration process, we collect all pertinent information for our customer upon delivery of the vehicle, and our in-house registration team begins the process of registering thevehicle on our customer’s behalf following their seven-day money back guaranteeThe registration will be sent from Carvana, to our third party registration processing company, and then on to the customer’s local DMV.Our customer received his vehicle on December and we submitted his registration to our thirdparty registration processing company on December They were unable to complete our customer’s registration because an updated insurance card was requiredWe spoke to our customer to obtain this on January We did not receive the updated insurance card until January Our customer’s insurance company stated they faxed this over to us the day we requested it but unfortunately we did not receive itWe made sure to double check this when speaking with our customer and confirmed again that we had not received itWe apologize for the lack of follow up between initially asking our customer for updated insurance until we received a fax from our customer’s insurance company on January We offered our customer a rental vehicle as a gesture of good faith if he had not received his completed registration by the expiration of his temporary operating plate, February Our customer declined this offerMr*** registration delay became escalated to our SeniorCustomer Advocate over our post-sale team who worked diligently to request the registration beexpedited.Once the updated insurance card was received, our customer’s registration was sent to his local DMV for expedited completionOnce completed and sent, our Senior Customer Advocate previously working with Mr*** was able to reach out and provide our customer a tracking number for the overnight shipmentOur customer has received his permanent plates as of February We truly apologize to our customer again for the lack of communication leading to a delay in his registrationWe look forward to assisting our customer in the future and helping to turn his experience around.Carvana appreciates the Revdex.com’s continued support and if there are any additionalquestions 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 matterWe want to apologize again to Mr*** for any inconvenience that has been caused as that is certainly not our intentWe have attempted on multiple occasions to set up the windshield replacement appointment for our customer through Safelite which has led to miscommunication and further inconvenience for Mr***We want to assure our customer everything has been sand notated through our warranty provider and the entirety of the service will be coveredWe had asked for our customer’s assistance in setting up the appointment at his leisure so that he may speak with a local representative in his areaWe understand this is not ideal for our customer so our team has reached out personally to Safelite to ask they please contact our customer to solidify an appointment date and timeThey confirmed they will do this and our customer should expect a call from a local representative soon. In addition, we apologize if the Florida registration process was not fully explained at the time of delivery and we regret that this has left our customer feeling frustrated with this processTo better explain, we have attached an excerpt from the Florida State DMV website. “Section 320.14(1), Florida Statutes, requires the full amount of the license tax to be imposed or charged for the registration period regardless of when during the registration period the vehicle is registeredThis law was amended in by the legislature.” “Registrations issued in the name of an individual expire at midnight on the day of their birth date, except for mobile homes and commercial vehicles.” We hope that this helps to shed some light on the registration process in the state of FloridaWe do register our vehicles within the confines of these registration laws and again apologize if this was not clearly explainedThe registration will expire at midnight on March and therefore does not fall within the thirty-day grace period in which we are able to automatically renew the registration for another year on our customer’s behalfWe apologize about this inconvenienceOur customer should have by now received his transfer registration refund from Carvana in the amount of $We look forward to continuing to assist our customer and turning his experience around. Carvana thanks the Revdex.com for their continued supportIf there are any additional questions or concerns, please do not hesitate to reach out to us at ###-###-####. Thank you, The Carvana Team

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

They are lying nobody contacted me after October 10thI advised them of that several timesI 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!

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

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?

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]