CarvanaReviews 538

I've never *ever* had such a bad experience with a company. I ordered a truck on 1/4/22 and a scheduled delivery date of 1/13. Since then every time the delivery date neared I'd get a glib message from Carvana telling me that my delivery is being delayed. It is now 2 months later and I've been cheerfully notified that the truck is being delayed for the 6th time! They won't allow me to fly out and pick up the truck myself so I've been stuck. They've had my $38K since January (wouldn't schedule delivery until they had my money in hand) and I am praying that it won't be a nightmare to get my money back. I am convinced that Carvana has no idea what they're doing. I don't know how they manage to stay in business.

What can I say, after reading the other awful reviews I agree. Horrible customer service. Now waiting 3 months for my new vehicle and nothing but stupid excuses from Carvana. Stay away and go to a dealer. Carvana has ruined online car buying for yet another customer.

I purchased a 2013 LS 460 from Carvana. I took it to the dealer because the shocks felt funny. All the shocks were aftermarket and missing parts causing the vehicle to ride rough. Cost me alot of money. Poor service by this company. Anything to save money. SMDH!

Satisfied with vehicle but the administrative end is very polite but incompetent!
Keep sending the need for information I have sent repeatedly, took to long to process.
Never provides accurate information when requested.
When this first began I requested the sale be canceled and of couyrse they ignored my request. I would rather spend additional $1000 at dealership iif necessary to avoid CARVANA

Carvana is a fraudulent company that deals in deceptive sales and scheduling practices. I began trying to purchase a vehicle from them in January 2022. I have had an approved contract with them for a month now, and have had my scheduled "pick up" at their Nashville location delayed 3 times. This delay email comes approximately 24 hours prior to the scheduled pick up time. Each time I call in and get a vague excuse. First weather, then the inspection hadn't been completed yet, and now the vehicle has damage during transport. Today I pressed to speak with a manager, and after holding for 45 min, I was told they will call me back in 24-48 hours. A new pick up date is now March 1,2022. This is no longer about the car I no longer want to buy from them but about their horrible customer experience, failure to honor their commitment, and just overall being a terrible company to work with. I feel sorry for their customer service agents, and any of us consumers dumb enough to "try" and give them business.

I recently purchased a car from Carvana and it was never delivered. I signed a purchase contract and had approved financing for the car. The issues began when the delivery day kept being pushed back. After speaking with many representatives, someone told me that there was an issue with the car and they couldn't say what the issue is or when it would be delivered. They said not to worry, the car would be locked under my account and would be shipped as soon as possible. A few days after, I login to my account to find the car isn't there. Upon searching the website I find that someone else has a deposit on the car that I purchased, have under contract, and have a loan out for. Because the loan is already reporting to my credit, I am unable to finance another vehicle until this issue is resolved. I feel the customer service number is intentionally set up in a way to avoid addressing issues with customers. The representatives you can talk to have no information or tools to address any issues other then completing a purchase submission. There is no way to contact a "team leader" directly. After speaking with many representatives I can see that issues such as mine happen often as no one is surprised about the information I'm providing. I was extremely concerned at the lack of professionalism from the "team leader". I submitted requests with 10 different customer service representatives to have a team leader call back and was ignored for almost a week and a half. When I finally complained enough, team leader finally called me and said "Hello, Hello, Hello" as if he couldn't hear me and hung up. Around and around again for hours with the regular customer service agents to get him back on the line. I explained the situation to him for around the 20th time and he said he would deal with it immediately and send me an email with his direct number to call him tomorrow. The email came with no phone number my responses were ignored. This process has been about 1month.

It's Feb 16th. I just recieved an email from Carvana telling me that my car will be delayed. This is the 15th delay for this car. Original delivery date was November the 3rd. I have a screenshot of every delivery date and every delay.

Carvana partnered with Bridgecrest, loan servicer who will take your money AND the car & you'll lose your equity, everything. They can do this without even contacting you AND not answer why. Carvana has little concern, they sold the car, period they're done. I got my car back which cost me another $1,0000 about 45 days after giving $6000 down payment. Missed the 1st payment, immediately scheduled 2 payments, received a THANK YOU email which is an acceptance of the issue, 2 days later a guy is in my driveway repossessing the truck! No warning, no compassion. The "reinstatement team" added unnecessary fees to boost their recovery that paid. Had ANYONE at any time told me the truck was going to be repoed don't you think I would've paid them cash if I had enough to pay another $1k? Shameful.

The most stressful experience trying to buy a car I have ever gone through. If you think you can save time, hassle, and stress by going through Carvana, you are wrong. The actual ordering of the car was a breeze, so easy and simple. The issues came afterwards where they rescheduled my delivery 4 times. After the 4th I cancelled my order because I could not deal with it anymore. Each time they informed me less than 24hours from my delivery appointment (one time it was 3 hours before my appointment) and the only reason was 'transportation delay' after more prying I would get 'logistics is saying they didn't stage the vehicle for delivery'. After weeks of knowing this car was to be delivered, they still couldn't just load the car and deliver it? When they finally did 'deliver' the car, it was taken to the wrong location thus pushing my delivery back again, this time by over two weeks. Each appointment time they rescheduled was time lost at work and money lost. Money was lost because they require insurance on the vehicle before delivery, so I was essentially paying auto insurance on this vehicle for weeks without even having the vehicle. After researching on BBB and other online reviews it looks like many others have had this problem with delivery. It also looks like many others have problems with the registration and title process. This was another reason I cancelled, if I eventually did get the vehicle (potentially months later at this point), I didn't want to have the stress of trying to figure out registration, title, or temp tag issues like many others have reported. It is not worth the stress and hassle. I will be going to a dealership and getting everything taken care of correctly and same day. And for what it is worth the customer service department handled things as well as they could considering a lot of this is out of their hands. However, whoever is head of their logistics department needs to take action and make some changes or be replaced ASAP. You cannot make money if you literally cannot deliver the product and in the process you are losing current and future customers forever.

Buying a car and trading in my old one with Carvana went smoothly enough, but after that it was all downhill. My car was delivered almost two hours late with wipers that were installed incorrectly, and a key remote that didn't work. It was weeks before the key situation was resolved; I took care of the wipers myself. I am now receiving messages that my registration is paused because they need a document that I don't have. I tried getting help from the site's live chat and was met with someone who clearly didn't speak English who was just cutting and pasting responses and adding "please" at the end. I called the customer service number twice and both times spoke with Nick who said "let me just check some things" and then hung up on me. When I called right back, I couldn't get through at all. I WILL NOT be a repeat customer here. Totally unprofessional.

I was preapparoved and after months of searching I found the perfect car. I completed the purchase online and called to verify. I set up auto payment deduct from my checking ccount and scheduled a delivery date and time. My delivery date came and went and no car. I call customer service and they tell me there was a glitch in the system and they sold my car to someone else. I had insurance already, bought accessories for the car and was all set. I will search on Carvana never again!

Crappy experience, stay away from carvana. They will delay delivery multiple times, waste your time and still not give you your car due to some crap with their system. Dealership hassle is nothing compared to dealing with them. Carvana more like Crapvana

The first time trying to buy a car from carvana seemed to good to be true, we purchased a car and ended up finding out it was trash with broken gears! After talking to over 5 different agents it seemed noone was professional gave us the run around! Another agent offered an exchange and the exchange process was a frickin living nightmare! I warn ppl if you cannot test n drive DONOT BUY FROM THEM!

I picked my car was approved sent in everything needed got a response that they couldn't verify my information and released the car I picked and signed all the papers on. Never once called me to tell me there was an issue so I could send in more information. These people take the cowardly way out and email you instead of doing the right thing to pick up the phone and call you. They just believe you're not being honest and drop the hammer on you.

This has been the most difficult car-buying experience I've been involved in thus far in my life. I had a car locked in and ready for delivery that was dropped because the staff verifying my ID picture admittedly made a mistake; I was promised a callback that hasn't happened yet regarding this occurrence (now 2 days past the 48 hour promised window); to replace the car I wanted I was sent a car $2000 more expensive (remarkably similar to the good old bait-and-switch, making Carvana exactly like the dealerships they claim to be different from), and now I am dealing with more back and forth. I wanted to increase my down payment to try and keep my monthly payments comparable to the car they baited-and-switched me with and, upon completing the 2 minutes of updating of numbers, I was pushed back four business days in delivery time.

The people I interact with over the phone are always super kind and seem to be well-intentioned, but never able to do more than put notes on your profile with the promise that help may come from someone else in the future, which as I mentioned before, it never does. There is zero interaction between departments, clearly no real communication between subordinates and their leadership, and certainly no callbacks or customer service.

I am still trying to muscle through this ordeal due to a lack of inventory on the market, and the dire situation my family is in trying to work three jobs with twin babies between two parents. If things turn around I will happily adjust this score and update the comments, but I haven't even received the car yet and the buyer's remorse I am feeling already is crippling.

The concept of Carvana seems great on the surface but the utter lack of devotion to customer service makes this company's model untenable. Be very cautious if you consider utilizing this website, and if you really need a car I would recommend visiting a dealership where at least you can have some consistent contact with human beings. While I am still waiting with bated breath, hoping against hopes the car will actually show up and that maybe I'll hear back from one single human being, I recognize and suggest that for all intents and purposes this company should be your absolute last stop, last ditch effort at buying a car. If at all possible, utilize something else. Anything else.

First you can not negóciate a price
The time you speak to a human they do not listen to your reason to schedule and organize the delivery to a representative you designate if you are sick at the hospital
If you cancel the order, weeks after that, they report to the credit buró that they cancel the order due to credit review, in my case I cancel caravana and bought a car cash. So basically I don't need them but if you as most people buy credit this could affect you. You should not risk making bussiness with them

Id get more for my car if it was stolen. They low ball and take advantage if people. Then, the offer is not real. They offer it, you accept it, then its oh we gotta find someone close to you.
All smoke and mirrors
Look elsewhere for decent people, they lie.
My car appraised independantly for *******. And offered *******. Lol lol they gave lost their mind. But they would gladly refinance another car and put my 2500 overage on the new one. No problem. Lol run away

I have a 2019 BMW that I was interested in selling as I live alone and have four cars which is far too many. This car has less than 15,000 miles on it and has been garage kept in a climate controlled Garage. It looks as new without any rock chips or damage of any kind. It has never been smoked in as well. The cost of this vehicle new was $125,895. Their offer to purchase was $76,000. The local BMW dealer offered $88,500.
They obviously didn't really want the car! They should have told be that in the beginning before I went through all of the "hoops" they made me go through for information about the car!

I purchased a vehicle for the company I work. Carvana registered the vehicle under may name by mistake. After making countless telephone calls in over 2 months, finally they were able to remove my name from the registration. The new registration had incorrect name as well but, we accepted this as is not to go through same terrible experience again. I wish this ended here. I also have been asking the invoice with the corrected name. It has been almost 4 months, at least 10 telephone calls (each takes 30 to 60 minutes), we still do not have the corrected bill of sale. Each person I spoke to tells me something different than the one before. The last person told me today that this case was closed on December 30th and I don't know what to do. I never experienced anything like this in my entire life.
Reputation of used car dealerships is the same for Carvana!

Worst company customer service I have ever experienced, get ready to waste at least a week of your life.