CarvanaReviews 538

Worst customer service I have ever seen in 53 years. Purchased a truck two weeks ago and so far they have canceled the delivery at the last minute three times. All I kept hearing from customer service was transportation delays but they could not give any further details. I missed out on working overtime and lost two half days vacation waiting on delivery. Do yourself a favor and go to the dealership, Carvana is not ready for prime time.
***update***
Truck showed up, rusted rockers and leaking pinion seal…for $25k I think not. Refused delivery and went to the dealership and found a nice new truck for less than their junk!

Trade in pick up was a piece of cake, delivery the same, but after that, it went to crap. Why do they even do a 10 day payoff when they cant start it till after 7 day buy back, been 8 days, my trade in payoff hasnt arrived yet, that's 15 days, no CSR knew how the third party vender processes payment, one said definitely before 10 day pay off, one said electronic in minutes, one said overnight, no one got regular mail which is how they do it, which isn't very smart, I'm at 15 days, I followed all directions, turned in signed doc asap and correctly. So now I've got to make another payment, wonder how long before I get paid back the overage for the payoff? If payoff is this bad, I read the nightmares of getting your tags, some have to park their car and wait after expiration, CSR said if it goes over, they will submit for extension, will wait and see. Like I said paperwork is just as bad as buy here pay here. If they can fix the after 7 days quicker and organized, will blow going to a dealership away, that was the easiest part and no salesman and manager. I would ask those questions, and hold them to it.

TODAY marks 1 month I've waited on my car! Every week another problem need to be fixed and I've never driven the car. The car was NEVER ready to sell.

Purchasing a vehicle from Carvana is hell.
1) There are multiple individuals who have access to your account.
2) They will ask you to upload the same information a thousand and one times; with added request. Example: I was asked to upload my insurance information multiple times { I did} I even sent over the declaration page. However, that still wasn't good enough. "The Carvana Team" {because it is never one particular individual} wanted my insurance information to have the NAIC code; even though they had my insurance cards along with the declaration page.
3) I was asked to verify and prove my residency several times. Even though they had already delivered me a car to my residence that I had to return { that was a whole other nightmare} back to proving my residency I was asked to upload an utility bill { I did} a phone bill { I did} drivers license registration { I did} the same identification documents that I used to purchase the vehicle which I only had for five days and returned was suddenly not good enough. Why do I have to keep uploading the same information over and over again? Why am I being requested for additional information that was not required previously; less than a week ago? Why is Carvana's purchasing policy "different" for each vehicle? Any other car dealership have the policy across the board. I was told " We do things differently" well differently doesn't always mean better. In this case different is not better. Carvana sends their customers through hell to purchase a car - HELL. I am serious avoid at all possible purchasing a vehicle from Carvana.

Worst experience ever had in 50 yrs, from the beginning the paperwork had the wrong truck color, spoke to 5-6 advocates over 7 days trying to get these documents fixed, one advocate George, promised to call or email me by 6:30pm of day 6 to let me know what was happening but never did. Overall I spent 4-5 hours calling Carvana and couldn't get anyone to listen, & being told once again a support ticket has been sent, 4-5 so far, but to no effect plus they kept sending me emails that the truck was to be picked up at 12 noon on Wed. And bring my insurance & drivers lic. & sign my documents which were still for the wrong truck and wrong color, then Carvana lost truck and kept telling me a different date to pick it up, on the morning of day 7, the original delivery day, I had enough of this merry-go round and canceled my order.

I tried Carvana in June. I ordered car signed documents. Delivery was cancelled 8 times. Spent endless hours on the phone calling them. Promised manager would call several times, no call. Someone at Carvana told me they are not allowed to make outgoing calls. Not once did they call me. They gave me run around about title. After reading these horror stories best thing I did was cancel the whole deal and go to local dealership. I truly feel bad for people stuck in the Carvana nightmare. Government needs to look into this.

Don't go thru the hassle. They tell us we're approved they just need an absurd amount of paperwork sent in so i send it, only for them to tell me they can't deliver the car because they can't verify employment. Which I understand that's an obvious part of a loan process but they received pay stubs and talked with my husband's employer. But because there was an old website for my husband's company and that phone number has changed they couldn't use that. So after a month of dealing with them I finally told them we're going somewhere else. Don't waste your time. I've gone thru previous loan applications and have never heard of anything this ridiculous.

Vehicle was delivered on August 27th 2021. According to the Carvana dashboard the paperwork was sent to the Secretary of State for the title and license plates on 9/4/21. On 11/1/2021 I called both the Secretary of State and Carvana to find out where the title and plates are. I've been calling Carvana nearly everyday for the last 2 and a 1/2 weeks and I have had no satisfaction. The Advocates make False promises of looking into the problem and calling me back. Well that has yet to happen. My temporary plate expires on
11/25/21. What started out as a great experience has turned into an absolute nightmare. It shouldn't take 2 and a 1/2 weeks for Carvana to figure out where they fell through in sending the appropriate paperwork and fees in to the Secretary of State. Still waiting for them to get back to me. I do not recommend purchasing a vehicle from this company.

I initially had a good experience selling my car to them, so I decided to try and buy from them. I selected a car, provided CT driver's license, registered it in CT and bought CT insurance for it. At the end of the process, they asked where I would like it delivered on a certain date. I was going to be in NY that day so picked a NY address. I signed all the contracts and paperwork. Days later, I was told that I needed to fill out some NY DMV paperwork. I reached out to Carvana asking if the vehicle was registered in CT, why would I have to fill out NY DMV paperwork. They had no answer but assured me they'd get back to me. 11 days later, 1 week before scheduled delivery, they send me a reminder about the NY paperwork so I reached out again, reminding them that they failed to get back to me. I spent 3 HOURS on the phone waiting for an answer. Even the woman on the phone was frustrated with her managers who had no answer for hours. They finally admitted they made a mistake and that all cars delivered to NY needed to be registered in NY and they "missed that". I gave them a nearby CT address to deliver to instead, 10 miles away. They said they cannot deliver that car to CT now, only NY and only at a new date where I will not be around, a couple of days before my current car lease ends, which means I will not have a week to look over the car. They offered me nothing for all this trouble, not even an apology. I have lost the time available to me to find another vehicle. I'm out the money I've been paying to insure a car I do not have. My credit was lowered by their credit inquiry. Even a slimy used car dealership is better than this.

I would've normally given a 3-4 star review because most of the buying process went okay - except my car was delivered 2 days late because they, in their own words, "hit a speed bump" and I had to re-sign all of their documents all over again. The reason for my 1 star review is their horrific "registration process". So, 16 days after my car was delivered, in their own words,"the Carvana team has reviewed your paperwork and has sent it to our 3rd party vendor". Why would it take 16 days to do that? But then, 3 weeks later, 37 days after my car was delivered, with only 1 week before the temporary out of state registration I was given expires, once again in their own words "we greatly apologize for the delay" and "we're so sorry we messed up". Why couldn't that be done in 37 days when I could've walked to DMV and back repeatedly in that time frame? But wait, it gets better, today with 4 days left until the registration expiration, they sent me a shady looking "90 day non resident" thing for me to print out on a piece of paper and attach to my car where the actual license plate is supposed to go. It's winter here in Michigan, how exactly do these morons expect me to attach a piece of paper to my car? Beware, I've had a very bad experience!

Would give half a star if I could. Waste of time, offered 3k for a 36k truck. Ha what a joke. They screw you worse than normal car dealers..

I paid $100 to "call dibs" on a car. Once it had passed their inspection, I started the buying process, still within the time frame of placing the car on hold. I received a confirmation of my order, and proceeded to upload the documents Carvana asked for. I spoke to a customer service rep who confirmed the documents had been reo. I then received a call by a rep asking me to update my delivery address and resubmit a couple of pictures. This was on a Wednesday morning. The email confirmation said I had until Friday morning at 8am to submit al the paperwork and my 10 day been payoff quote for my trade in. I resubmitted what they had asked for on Thursday morning and when I got off work at 6:30pm on Thursday, I called to verify everything had been received. The rep I spoke to told be the car I had paid and had received confirmation that I was buying had been sold to someone else and there was nothing she could do about it. She tried explained that the rep who had called me released the car and had not placed a "lock" in the system so someone else was allowed to purchase the car. She apologized several times and told me the rep made a mistake and said she would get a supervisor on the line. I waited on hold for over a half hour and she was never able to get a supervisor. She said she would have to submit a ticket since Carvana had made a mistake and that a manager would call me first thing on Friday morning. I never reps call on Friday so I called back. Same sci. The rep could not get a hold of a manager. Again, apologized and said they would give me a discount on a similar car and that he would look through their inventory and have a manager call me back. It has now been a week since my car was sold out from under me. I have not received a call back, nor a refund for the money I paid to "call dibs". I would stay clear of Car an a and not waist your time.

Bait and switch on finance interest rate. I was offered 3.59% for 24 months to finance $6922. My pay off amount on my trade in changed from $3300 to actual amount of $3400. Carvana changed my interest rate to 7.0% because of the difference. I knew there would be some reason buying a car from Carvana was a bad idea. They are no different than a dealership!

Purchased a vehicle and I received it scratched by the driver because he was the one who told me!
Took it to the auto body shop in which they told me it could take 2-3 days. Silver rock is the claims people for this so I called inquiring about a rental. I was told it only covers $40 a day. Enterprise is $98-130 a day! Silver rock said carvana needs to cover the remaining balance so I called carvana and they told me it is silver rocks responsibility to pay. I filed a better business bureau complaint and was offered $100 not a day just $100. I refused and called silver rock and told them what carvana told me and also filed a better business bureau with them and this time they told me that because it's just cosmetic they would just pay the $40 a day. Just cosmetic that I did not do! I wish I would have never gone this route with purchasing through carvana! I would NEVER recommend this place to anyone

Where do I begin! I financed a car through Carvana February 2021. I paid the car off fully April 3o, 2021. I have gotten approximately 4 or 5 temporary plates. Last one expired September 22,2021. And they say they can't issue anymore, so, I can no longer drive my vehicle. I have been waiting for my registration since February and my title since April.
I would never recommend Carvana.
I wish I had never went this route!

I WILL NEVER BUY A CAR ANYWHERE ELSE BUT CARVANA EVER AGAIN! Amazing company!. I am impressed with the customer service they solved my query within 1 working day.

Submitted my 2005 Ford F150 with a NADA book value of over $6500 to Carvana and they came back with an offer of only $200, what a joke.
People don't waste your time with these clowns.

Carvana is HORRIBLE. See the pictures I added here and this will prove to you what I'm saying is true. I ordered a car. Twice they cancelled the order for no reason cuz I have great credit. I didn't even get a notification from them. I just found out when I logged into my Carvana account. They had me getting insurance for this car. Had me waste my time. Then cancelled me and didn't even bother sending me an email to explain why. I called them, and when I explained the situation they simply gave me some vague stupid nonsense, similar to the one you see on the pictures, and hung up with me still on the phone. No call, no email. Nothing. Save yourself that stress and don't buy your car from them. Go to Vroom instead. I'm sure they're better.

I had the most amazing time buying a car through Carvana; I got a loan quikly, got my car in a couple weeks and the car is an awesome car; its all registered for me and I just got it inspected, passed no problem. My car only had 42,000 miles on it and rarley was driven. YES get a car from Carvana they are so great! My payments are super low too.