Wicks Construction

Dear Revdex.com, We have been working with our customer since September 25, 2017 with attempts to amicably resolve the A/C issues with our customer’s vehicle. We feel that our offer to cover half the cost of repairs is fair, as Carvana is not legally obligated to assist with any amount of repairs since our customer is outside of her 100 Day Limited Warranty and elected not to purchase the extended warranty that was offered. Due to the nature of the repairs needed and our customer’s extenuating circumstance, Carvana made the exception to assist in covering partial cost. As of September 29, 2017, we have found a vendor who provided an estimate for repairs totaling at $2,850.00. Carvana has offered to pay for half of this cost, as well as provide our customer a rental vehicle to use while repairs are being completed. This is the final decision regarding the compensation that Carvana will be able to provide to our customer. We certainly understand our customer’s frustrations in this matter, but we feel Carvana has done the right thing by assisting with partial repairs. Please contact us at 800-333-4554 if our customer or The Revdex.com requires any further information. Sincerely, The Carvana Team

Dear Revdex.com,  Thank you for bringing this matter to our attention. We consider customer satisfaction our top priority. We would like to apologize to our customer for any inconvenience caused while attempting to place her order on our website. We are looking forward to helping our customer...

resolve the issue. Upon 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 account. We apologize for this inconvenience. Our customer informed one of our Customer Advocates of the error she was receiving via our online chat feature on February 8. Our chat representative asked our customer to please give us a call to troubleshoot the completion of the order. We cannot take banking or personal account information over our chat feature for our customer’s security. We did not hear back from Ms. Whitman following this conversation. One of our Senior Customer Advocates reached out to Ms. Whitman to offer personal assistance in placing the order on February 10. 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 order. We are looking forward to assisting our customer in resolving this issue and placing her order. Carvana thanks the Revdex.com for their continued support. If there are any additional questions or concerns, please do not hesitate to contact us 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 vehicle. We did agree that our customer could move forward with his purchase, as this was an oversight by our delivery team. We have been in communication with our delivery team and can assure our customer that we are all on the same page regarding his delivery. We are happy to confirm that we have reached an amicable resolution for this customer, and we believe this complaint has been resolved in full. We are truly sorry for any miscommunication our customer may have experienced. We can promise you that our high quality standards will be met in the future. Sincerely, Teresa A[redacted]

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 process. We feel that the ball was dropped in terms of fully explaining this process to our customer. We 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 requirements. Vehicle 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 expedited. Mr. [redacted] purchased his vehicle in cash so the title will be mailed directly to him. The timeline on this is typically four to eight weeks following the completion of the registration. Mr. [redacted] can expect his vehicle title between March 1 and March 29 2018. 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 delivery. This aforementioned proof of insurance was for a 2017 Ford Edge when our customer was purchasing a2015 Lexus CT 200h. This 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 vehicle. We 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 exemplary. We 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 attention. Carvana considers customer satisfaction our top priority. We would like to sincerely apologize to our customer for the inconveniences he has experienced since receiving his vehicle.  Our customer received his 2015 Kia Soul...

on January 8. 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 replacing. We 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 appointment. On 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 vehicle. We 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 cost. In 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 16 stating the Safelite Auto Glass representative did not show up to the appointment we had facilitated for him. Following 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 party. When 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 inconvenience. We reminded Mr. [redacted] we would still be covering this expense in its entirety we would just need his assistance in setting up the appointment. We 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 30 days of registration completion based on their birthday, it will be automatically renewed through our 3rd party registration processing company. In 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 expiration. As our customer transferred his plates, we sent a registration reimbursement check for $256.00 on January 23 via standard mail. Our customer was only responsible for the $84 registration processing fee following this reimbursement. We 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 schedule. We want to truly apologize to our customer as we understand that the ball was dropped in communication and setting appropriate expectations. We 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 support. If there are any additional questions or concerns, we can be reached at ###-###-####.  Thank you,  The Carvana Team

Unbeknownst. I was later told by my bank that cashiers checks can only be verified 24 hours after the check is cut. I called Carvana back to let them know this information along with a bank representative on the line, but were still unable to do a deal for me and my daughter.. I have since purchased another vehicle with another company.Regards,Kimberly [redacted]

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.

Dear Revdex.com,Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our customer’s concerns.   Carvana strives to ensure all customers receive superior service throughout their buying experience. At the same time, Carvana does require customers...

who wish to finance their vehicle purchase with Carvana to provide certain documents that verify their identity and their sources of income. Carvana has loan underwriting standards that must be met before we can finalize the loan and deliver the vehicle. This includes requesting additional documentation from the customer when necessary.  Carvana is an online car retailer where all available cars are featured on our website Carvana.com. Customers use our site to browse current inventory and to complete the sequential online purchase process which includes: selecting financing terms, identity verification, down payment, scheduling their delivery and contract signatures. We try to make it clear on the website and throughout the purchase process that customers wishing to finance their purchase with Carvana will need to call Carvana’s Customer Advocates and provide us with certain documents in order to complete the process. We do allow customers to schedule delivery before all documents have been received, but in order to deliver the car, all requested documents must be received. We apologize if the entire process was not explained clearly enough to our customer up front.In reviewing our customer’s account, she started the purchase of a 2011 BMW 5 Series on June 29, 2016.  Once a customer starts a purchase in our portal, Carvana requests verification documents in order to confirm their identity. Because we are an online company, we need to ensure the customer’s identity is verified before we can  move forward with the purchase process. Unfortunately, right in the middle of the customer’s online purchase, on June 30, 2016, the Microsoft Office 365 system went down around the country, meaning many businesses, including Carvana, could not send or receive emails. This email outage, which was completely out of our control, delayed our normal processing time, but we did our best to work with the customer to complete her purchase in time for her scheduled delivery. On July 2, 2016, we requested additional documentation in order to complete our customer’s purchase. We advised our customer that the necessary documents were needed within 24 hours of her scheduled delivery date (July 6 2016). On July 5, 2016, our customer provided us with a portion of the required documents outside of her 24-hour window. Unfortunately, she did not send all of the requested documents in prior to her scheduled delivery, meaning the delivery needed to be rescheduled. On July 6, 2016, we reached out to our customer to explain that her delivery had to be rescheduled and asked that she send in the required documentation to complete her purchase.  In an attempt to provide flexibility to the customer, we provided her with additional time to send in the required documents, and we indicated that we could accept the documents via fax, email or text. We understand that some customers are not comfortable providing financial and personal information through these channels. We can assure our customer that we take customer privacy very seriously and that all sensitive information is handled with extreme care. However, we certainly understand if the customer is ultimately not comfortable with these transmission methods and chooses not to proceed with a Carvana purchase. We We have read our customer’s complaint closely and we completely understand her concerns. We can see how her online car buying experience did not meet expectations and how it was likely confusing and time-consuming. We sincerely apologize for any inconvenience we caused our customer. We will use this as a learning opportunity to provide our customers with a better explanation up front of everything that will be needed to complete the purchase, as well as more clear deadlines for when each item must be received.We understand that our customer may not wish to continue her purchase with Carvana, but if the customer would like to finalize her purchase of the 2011 BMW, we will gladly reimburse her all costs incurred while renting a car, and we will work closely with her to obtain all necessary information and deliver the car in a timely manner. If our customer would like to proceed with her purchase, please contact our Customer Advocates at ###-###-####.Carvana thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please feel free to call us at ###-###-####.Sincerely,[Let’s figure out who is going to sign these. We should put a name to it. Whether that’s [redacted] or one of the Senior Advocates, I’ll leave that up to you.]

Attention: Quincy [redacted]                                                                              ...

          April 12, 2016Dispute Resolution ConsultantRe: Quincy GoodwinDear 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 2011 Mercedes Benz GLK.We are very sorry that we failed to deliver Mr. [redacted] vehicle on time and that his online car buying experience was anything but wonderful.  We want you to know we are thankful for this feedback and are using this as a learning opportunity to continue improve our service going forward.Our goal is to always provide our customers with the best experience possible and we fell short when we did not identify a concern with the brakes and brake sensor until shortly before the delivery was scheduled. This is not our standard practice with the inspection of our vehicles and this breakdown in our process impacted your experience with us in a negative way. We work very hard to have all the vehicles in great operating condition prior to delivery but some issues can arise during our pre-delivery inspection. We have taken measures to be sure that this does not happen in the future and appreciate Mr. [redacted] understanding as we work through these challenges.We are glad to report that Mr. [redacted] found another vehicle on the site that better suites his needs and is in the process of getting it delivered. We hope to make this next purchase experience a better one and as a good faith gesture, we have offered Mr. [redacted] a $500 discount off his next purchase with us. If you have any further questions, please feel free to give us a call at [redacted]

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].

this is a very well written response and is technically correct with the exception that I have not received my title still! Carvana omits that they received proof of insurance upon delivery of car as a condition for delivery,no mention was made then or later(until I called them Jan 18!) of need for proof of insurance! Alarmingly,the name "Carvana" was immediately recognized by our local DMV as a known laggard in completing transactions! Clearly, their post sale handling is horrific and they hide behind their third party assignment details!They are demonstrably NOT deserving of their Revdex.com rating of A+!!! They have not earned any future business with me nor would they receive any positive comments regarding our dealings! They are slick & wily as reflected in their obtaining their undeserved Revdex.com rating!

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.

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

Please see attached.-Dear Revdex.com,Thank you for bringing
this matter to our attention. We take customer complaints very seriously and appreciate
the opportunity to respond. We understand that our customer is
frustrated that she ultimately was unable to finance her car purchase through
Carvana....

However, after reviewing the file, we can assure our customer that our
underwriting process for financing was consistent with our standard
approach.  Carvana has specific underwriting guidelines that we follow for
each and every customer in order to verify our customer’s identity and income. As
an online dealership that offers financing to our customers, these underwriting
and verification procedures are critical to ensuring that before we originate a
loan for tens of thousands of dollars, we are certain that our customers are
who they say they are and that they can afford the loan they are asking for. Per
those guidelines, we do request specific documentation that confirms the
validity of the information submitted on our website. We can assure our
customer that all documents provided during the verification process are
handled with due care and in accordance with federal and state privacy laws. With respect to our customer’s
financing application, we were unable to successfully verify our customer’s
identity and income, and therefore we could not proceed with financing the
purchase. Between 8/31/2016- 9/27/2016, we left several messages advising
our customer to send in the requested documents. Our customer did not
submit the proper documentation required to underwrite her purchase
with Carvana.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 9/29/2016. Unfortunately, we are not able
to hold cars on our website, and after careful consideration, we determined
that we would not be able to move forward with financing.Carvana prides itself on customer
satisfaction, and we sincerely apologize if our customer felt she was treated
unfairly. Although Carvana is unable to extend financing, if our customer is
still in the market to purchase a vehicle, she is able to move
forward using cash or third-party financing. Sincerely,Teresa A.Carvana Customer Advocates

Dear Revdex.com, Thank you for your continued support in this matter. We want to apologize to our customer for any frustration felt while placing her order on our website.  We want to thank our customer for providing additional information so we can assist in solving this issue. The routing number provided above is associated with The [redacted]. Our customer was receiving an error placing the order because The [redacted] is a prepaid card and is not compatible with our processing system. Carvana is only able to accept payment using a customer’s personal and ACH compatible checking account. Alternatively, we are able to accept a cashier’s check or money order for the down payment if this is more convenient for our customer.  We apologize for the confusion as this banking information was unbeknownst to Carvana. As previously stated we are unable to review or update customer banking information over our chat feature for customer security.  We are more than happy to assist Ms. Whitman in placing her order and updating her banking information. She will simply need to give our Customer Advocate team a call at ###-###-####. Carvana thanks the Revdex.com for their continued support. If there are any additional questions or concerns, please do not hesitate to contact us. Thank you,  The Carvana Team

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].

Response is attached

I could not read the response sent by the business. But 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!

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

Victor [redacted]Dispute Resolution ManagerDear Revdex.com,We appreciate your concern in this matter and thank you for giving us the opportunity to address Mr. T[redacted]’s concerns.We have reached out to Mr. T[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 2014 [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 Mr. T[redacted] by the end of next week. We 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 $300 for all the trouble that he has experienced on behalf of Carvana.  Along with the $300 credit, if Mr. T[redacted] would like to return back to our website for a second purchase we would honor a $250.00 credit to his next purchase. Carvana strives to meet our customer’s needs and expectations.  We thank Mr. T[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 800-333-4554 with any questions that you have. The Carvana Customer Advocates