CarvanaReviews 538

I am in the midst of the absolute worst car-buying experience of my life with Carvana. 20 minutes prior to my vehicle being delivered, A rep called me and told me that the car hasn't passed NC inspection and also needs additional repairs, therefore my delivery would be delayed (again) another 10 days, then he started laughing at me. When I called and spoke with a rep, instead of allowing me to speak with a supervisor, she was recommending other vehicles, then swapped the car I purchased for one that was several thousand dollars more (which I didn't want) and added it to my profile while removing my purchase. Now, the car I purchased is apparently in limbo, all my signed contracts are deleted from my account and I still have yet to speak with a supervisor or manager (waiting for a 24-48 hour callback). This is a nightmare that I cannot wake up from. I have officially insured and paid for a vehicle that I don't even have, not to mention my lost income for not having transportation. Carvana is the worst. And I don't see this situation improving whatsoever.

Carvana is so screwed up it's not FUNNY 2 times delivery delayed. Because brakes needed repaired!
On delivery parks under the only tree on my street. Tilting the bed to unload smashes roof into the tree. Climbing in to unload scratches the door. Go to take test drive lights flashing bells ringing dash says faulty brakes don't drive! This was the reason for delayed delivery! Had all the problems noted next day I'm told take it to FIRE STONE OR PEPBOYS HELL NO I'm taking it to ford dealer well if you do you have to pay $200 so took it to fire stone after 3 days they stated it has all new parts we need more time to figure it out. Hell no ford deal here I come. 3 hours later it's fixed carvana put ALL THE WRONG PARTS ON It! Cost $985! Driving home 2 miles it just died at a red light. TOWED Back to ford BATTERY 100% corroded! Burned out alternator bad belt. Cost $890 SO MUCH FOR THERE 200 point inspection. These were in your face problems. First 7 days of ownership I drove it 2 miles. Day 8 was finally able to test drive it and that was to the body shop to get estimate to fix all the scratches. 7 days in body shop. FIRST TWO WEEKS OF OWNERSHIP I DROVE IT TWICE TOTAL 10 miles. CARVANA OFFERS to extend my 7 day love it or exchange it! THEY DON'T INSPECT $#*!! YOUR GUARANTEED TO HAVE PROBLEMS AND THERE ANSWERS IS PEPBOYS! THEY WONT DRIVE YOU HAPPY i THEY WiLL DRIVE YOU CRAZY! 30 days go by I call them BUT THEY WONT TALK TO ME they say I didn't buy a truck from them. They say my son bought the truck he had to give carvana permission to talk to me. Once they look up the contract they see MY NAME IS ONLY NAME On THE contract! I had to ask for an apology for refusing to talk to me. They say WE Don't know how that happened. I SAID I Do YOUR SO SCREWED UP ITS NOT FUNNY. NO WONDER THERES CLASS ACTION LAWSUIT'S AGAINST CARVANA!
F. Y. I carvana ownes the warranty company. CARVANA Owens the finance company CARVANA WILL OWN YOU NEXT!
RUN A WAY FROM CARVANA RUN!
THEY WILL DRIVE YOU CRAZY

Just wasted most of a day trying to buy a car from these incompetent jerks. Its bad enough you can't see a car in person prior to buying, but I felt this was okay due to their stated policy of collecting money on delivery and a 7-day refund policy. So I spent hours of my valuable time agreeing to purchase a reasonably priced vehicle. After supplying the usual personal information, I had to download my drivers license (both sides) and give access to my bank account. Okay, so assumed available funds were verified. After agreeing to purchase, and setting a delivery date in 8 days, an email tells me I need to provide immediate proof of insurance (not a problem, but not necessary to buy a car anywhere else) and, by the way, they now want payment immediately. In addition, the agreed upon delivery date may be extended. A spokesperson told me they (and you) don't know if payment is required upfront until the order is placed; yet they clearly tell you as policy that payment is due on delivery, not before. You can't view or ask questions about the vehicle, the buying process is horribly cumbersome, and they change terms once you have spent your time giving them what they initially asked for. I can't imagine what it would take to actually get your money back if you were not satisfied after delivery. This place sucks - if you are persistent enough to buy a car here, you are asking for trouble.

Drove the car home and started to hear an annoying noise underneath the car. Thinking it was just something that got stuck under the car I just ignored it; however, over the next few days it got progressively louder, and when I looked underneath in daylight I saw the problem - the entire undercarriage shield had literally been obliterated and was falling off (odd how that would get missed during their "multi-point professional inspection"). I looked on Carvana's site for a repair center, but couldn't find one that did things other than tires and oil changes, so I called them. During the call w/Carvana their "Support Advocate" asked me when it happened and I said I didn't know. It could have been when it was transported to their facility or even by the previous owner. He asked me why he should believe I didn't do it, and I told him, b/c the parts the shield protects are rusted, and that doesn't happen in the 2 weeks I've been driving it (plus, I have it garaged everyday and work from home). Anyway, got it into the shop today and they found more damage to the exhaust system, and believe I'll have to take it to a Nissan dealership to get that fixed. All the while I'm waiting for Silver Rock (Carvana's warranty company) to let me know IF they'll cover it. Mind you I've only had this car for less than a month, have driven it less than 150 miles (99% all highway), and the undercarriage has been slowly falling off since I drove it out of their facility. Not sure what the warranty debate is about, but so far the experience has not been great. I'll update my review once Silver Rock (Carvana) does/doesn't do the right thing - until then I'll just leave you with an ancient Latin term: "caveat emptor" ("buyer beware").

We decided to upgrade to a new Honda Civic. The dealer we were purchasing through offered $2000 for our trade in, which we refused. Few days later when we were picking up our new Civic they offered $3,500, which we also refused becasue the KBB trade in vlaue was between 5-$5800 for Civic's with similar milage and in similar shape and dealers were then sellign that year civic from 8K and up and Carvana was selling them for@ 9K. I decided to see what Carvana would offer, so I loaded a few pics, and gave them all the info. Carvana offered a laughable $1,200... I listed my car locally on Craigslist for 7K and sold it within 4 days. Check the KBB value of your vehicle and then list it yourself, do not take Carvana's offers because they offered a fraction of of the KBB.

I recently submitted all my information to trade in my vehicle and purchase another vehicle from Carvana. I received a trade-in value of approximately $24,000 at 2:55 PM on a Thursday. The very next day, Friday morning, I remembered to add that my Jeep has runningboards. I logged into the Carvana site and added the runningboards to my appraisal. After I submitted the updated information, my appraisal came back at $19,000. I spent over three hours on the phone with numerous representatives from Carvana to try and sort out the $5000 decrease in my trade-in value. I repeated several times that the Carvana website said it would honor its appraisal for seven days. They declined it to honor it because I modified the appraisal by simply adding an additional feature that made it more accurate and more valuable. However They still would not honor their appraisal. I believe this is unethical and am very disappointed. I asked for documentation that states an update would significantly change the appraisal value and Carvana was not able to provide any documentation. Unfortunately the Carvana still boasts all over their website that they honor a 7 day appraisal. This is false advertisement.

Conf #*******, Dealer #P*******, Tag #1487R14 $20,287.00 I wanted money returned immediately if I did not want the car, a Carvana customer advocate told me to pay by Cashiers Ck. My wife did not want the car, I returned it within specified time and it took 4 phone calls, texting on line and no return call from Team lead! 6 days to get Money Returned! NEVER AGAIN, Terrible experience!
I fail to understand businesses, are so IGNORANT as to ignore good customer service. I am SORRY does not cut it!

My 2016 Tesla Model S was delivered with a ton of scratches, dents, and scrapes, which happened either in transport or while stored at their yard in Miami. The delivery guy assured me that it would all be taken care of. Their warranty people, silverrock.com, contacted me with the claim numbers, and even allowed me to take it to a Tesla-approved repair shop for the quote. They quoted >$9300, and silverrock approved it! But, being a person that believes that the best paint is the original paint, and not wanting 1/4 of my car repainted, I had the claim refused and negotiated with them to have a Paintless Dent Repair facility remove the dents instead, followed up with buffing and paint touch up from a local detailing group. One of their adjusters even called me, assuring me that what I was asking was very reasonable, and saving them >$8000 (the total was $674). He told me exactly how to submit the receipts to get repaid, but when I received the check it was short by $200, because I "took it to an "out-of-network facility". So much for being an honest person, and expecting them to be honest, and appreciative of saving them >$8000. I will NEVER buy another car from Carvana!

Sure, you can order online and they deliver. I can get a car loan at 5% interest, they wanted to charge me 18% interest on a car loan. It's almost criminal. You might think you are getting a deal, but you're not!

Was pre-approved and bought car insurance for 2 different vehicles "because my deadline ran out" after speaking to a live person and not Sebastion their bot was sent an email stating I mislead them. Are you kidding me! What a waste of time for me and my insurance agent plus the money for 2 insurance policies for me. Thank god there are laws in place to protect Carvana victims like me.

First steps of process went fine.
Then they could not "verify funds" in my bank account.
Then, finally they said they lost the car. Unable to locate it.
And send me their suggested cars to buy instead.
P.S. Don't use their customer servise "call me back" feature. Robot will call and tell you - "carvana has many cars to choose from... Good by."

I bought a velhicle from carvana a year ago, It has been nothing but a nightmare, should of listened to all the reviews. The sell you a extended service plan which is supposed to be covered by Silverrock and when you call them they give you the run around and say they will contact you back and they never do and when you call them back they say they time limit has expired for your claim and they will not cover it total BS. I honestly think its a money scam. DONT BUY FROM THEM YOU WILL REGRET IT!

I bought a car from Carvana in 2020 and paid it off in 2022 (April). I made numerous requests for a title. GOOD LUCK! DON'T KNOW WHAT TO DO TO CLEAR THIS CAR! BETWEEN DMV and Carvana, I have no way to complete the gift to my granddaughter. The title is now is quality review at NC DM!
GOOD LUCK! VIVIAN COOK

Car was filthy inside. Spare had only 22 psi.
"Tow package" turned out to only be a tow bar.
Multiple issues trying to buy a vehicle. Last minute problems due to not being able to use a lot of their default answers and arbitrary policies.
Delayed delivery. Delivery changed to "next scheduled" rather than asap.
If the telephone reps got paid based on the number of times they say, "I'm so sorry but that was so messed up " they would be rich.

I do not recommend buying a car from carvana. Bad experience. When I first received the vehicle it was in good condition. Within a 2 weeks airbag light came on, tire pressure light came on, the ac wasn't blowing out cold air(summer time when I got the vehicle) the window makes a loud squeaking noise, & I seen that the car wasn't inspected. Carvana has a 90 day warranty. I thought to myself. "no problem" the warranty will cover the issues. Nope! The warranty they have did not cover any of the issues I'd had & I couldn't return the vehicle because it was passed there 7 day return policy. I was also told by multiple carvana employees that I'd be reimbursed for having to pay out of pocket for state inspection & emissions. All I had to so was upload the reciept. I got rejected & was told I wouldn't be reimbursed because it was my responsibility to make sure the car they sold me was inspected. Both federal & state law require car dealerships to have their vehicles inspected for safety before they can sell a vehicle. I had no inspection stickers in fact it was scrapped off when I received the vehicle. I was told once i received registration in the mail that the inspection would be tooken car of. They only thing carvana did was bring my vehicle to me. I will never use carvana again. Oh & I financed $20,000 for the car I received. Bad experience I will never buy a car from carvana again & highly recommend no else does.

Easy to place an order EXCEPT if you finance with your own lender. Online there is no option to put a down payment, unless you finance with them which is over 3% higher rates. For 5 days, I have waited, and explained my scenario multiple times which is: " I am putting 10k down, and financing the remaining 10K. Can you please correct this? ""I have a title so I don't need to be charged for that". YOU CANNOT GET THIS DONE!. NO one calls you back. I have been on the phone over an hour this morning and still no one can seem to fix this. I have spent a collective business week combined to a get someone, waiting for call backs that I said I would get and wait 2 days and I have to explain myself over and over again and no- one can fix it or have professional etiquette to apologize for my experience. You finally get someone and they ask if you can go on line to do it. BELIEVE me if I could I would have.

My daughter purchased a car through Carvana back in April 2022. They assured her she would receive her registration by July. She informed them that she would be moving in October and just wanted to make sure she would receive it in plenty of time. They said ABSOLUTELY! Well, it's not the middle of September and she still hasn't received it. NOW they are telling her that since her license is expiring within 30 days (from now) that they cannot help her. She uses her car for work and since her temporary registration is now expired, she can no longer work. They are refusing to help her at all now. She paid them for registration... so WHERE IS IT? They are completely unprofessional and I would not recommend them to anyone. Not only are they unprofessional and unhelpful, they are now interfering with her income.

I had my first experience of using Carvana. I was looking into different trucks when I came across a Chevy Avalanche. I am a huge fan and know they are hard to find. I used to own an '04. I watch as one with low miles was sitting there. I got my own financing and was ready to proceed. When I went to buy it, the car was "on hold" because someone was getting ready to buy it. The on-hold timer ended so I proceeded to put my purchase in the system. I uploaded my license, gave the address for delivery, etc. I also received text messages from them saying "we received your order for the Chevrolet Avalanche set to be delivered on 9-16". Later a customer service representative told me they need me to fill out a document. I looked under my account and it wasn't there. It did have the Avalanche and the trade in value that I chose not to do. The customer service rep told me to refresh the page and it will come up. It didn't, but the truck I just purchased was gone. She put me on hold to find out what happened. She came back and said that there was a "glitch", and it was sold twice. I explained I couldn't have been second because the second the timer went away, I hit purchase. She apologized and said she was sorry for the mistake. I asked to have a manager call me. A few hours later an underwriter called me and said he was a manager. I explained what happened. When he spoke, he had a tone that he was talking down to me. He said that the car wasn't sold to someone else, but that if they need to verify a feature of the vehicle or confirm something they say it has a purchase pending so it locks the vehicle, and that it is internal, so it looks like the truck was sold to me on my screen, but it wasn't. When I told him what the service rep told me and that it showed it that way on her "internal system computer". He then his tone became aggressive, and he told me I never purchased the truck. He said to help make it right he would give me a price reduction on any car I wished to purchase. The amount was $150. I told him that was insufficient for what happened. He then told me that he didn't have to do anything for me because I was never a customer.
If you want to avoid this horrible situation, go to an actual dealership.

Absolutely terrible experience with Carvana. If I could give less than one star, I would. They missed 5 delivery dates, made me wait more than 3 weeks, made me pay for almost a month of insurance when I didn't even have the car. They are not even going to reimburse me or provide any kind of support/compensation for the almost month-long inconvenience they caused. Every time they notified me of the delivery delay just 30 mins - 1 hour before the appointment time and I had to miss work for those appointments several times.

The customer support is awful. They spoke in a very uncaring voice even when I was complaining about all these issues, as if they have nothing to do with it and refused to take any responsibility.

I would not recommend anyone to do any kind of business with them. Complete waste of time and money, not to mention, a huge headache.