CarvanaReviews 538

Customer service has lied on multiple occasions about my refund that is now a month past due! I was told multiple times I would receive a refund and when I called for a status, the rep told me that I am not eligible for a refund. After taking screen shots of multiple messages and emails regarding the return of my money and sending them to Carvana, the rep said she would try and submit my case for review and refund. After still not receiving a refund, I am now told it will be an additional month! I have been told multiple times that a manager will be in touch regarding my case and no one has called. Just tonight I received an email that a manager will not be calling, that the rep already told me I'd be receiving a refund and they are closing the request to speak to a manager. They are incredibly dishonest and misleading.

Couldn't stop laughing at there quotes they know clearly u have a car let give him 400 for it that's too funny you cannot get an suv for 400 try 4,000 cuz that's exactly what I paid for absolutely not carvana no way do not settle ur hard earned vehicle for for there low ball prices I have people clearly wanting my car at 4,000. Good luck staying in business low ballers

Generally, this was a dissatisfactory experience.
1. Understanding the full price of the car was only after going onto the individual car page and scrolling all the way to the bottom.
2. Delivery was disorganized: I wasn't able to receive the car when I wanted it (ok, no problem, there are limited people with limited time) but on the morning of the delivery I got a call that they were over booked. I complained and the delivery person very kindly cancelled others' orders, but still was a stressful morning
3. Hub caps and rims were substantially rusty. Interior of car had substantial staining. Due to the hubcaps, my tire popped a month later. While they will replace the hubcaps, they refuse to replace the tire. The interior staining is "within normal standards," although I certainly would not consider it to be normal, and would probably not have purchased the car if I had known it. Apparently they are only disclosing what someone decided the 5 worst cosmetic issues were, not all, because "if we put all the cosmetic issues, there wouldn't be space for anything else. Our vehicles are pre-owned and pre-loved so some imperfections are to be expected." What standards they used to decide which cosmetic issues were the worst is completely unclear to me, since they pointed out scratches I can barely see, but didnt mention half the ceiling being stained.
4. I am apparently silly/stupid for not knowing that the non-refundable shipping fee, was, in fact, refundable at times.
Anyhow, its not that I wouldn't suggest ever buying a car from Carvanna, but I would be very, very skeptical and only go through them as a last resort.

Received an "OK" offer on my vehicle, although they were appraising a vehicle with less upgrades than mine. So I asked them to adjust the price for my vehicle and after several days passed, they came back at over $1K LESS. But I decided to follow through. Then I started uploading all of the docs they asked for. When they asked me to FAX my 10 day payoff quote (after I already uploaded and emailed everything to them) I decided I'd had enough. And after reading all these reviews I'm happy I didn't sell to Carvana.

We ordered a Dodge Ram from Carvana. We had to fill out the paperwork four times. A week later, the car arrived in our state, Massachusetts. Then, on the day of delivery, we were requested to drive 90 minutes in each direction to pick it up, since some workers didn't show up for work. When they did finally deliver the truck after much pleading from us, the engine light went on, so they took the truck and left to have it checked by a mechanic. After a few days, I was told there was a faulty exhaust sensor and that Carvana would have to make the repair, but first had to get approval from their warranty company and that all told it would take about a week and a half. Now they are telling us it is a three-week delay.

The price was right, but the runaround is NOT acceptable. And when I asked about a make-good, a robot simply asked if there was anything it could do to help. Boooo.

Car was scheduled for delivery now delayed 3 weeks. No reasonable explanation offered. No customer service solutions. I was told it's just my bad luck.

This company s×ucks as3

I'm 6 months into a purchase with no permanent tags. They accepted my trade in and finalized my contract all before revising the contract and forcing me into a higher monthly payment and making me pay the registration fees out of pocket. I have been offered absolutely no assistance in refunding me for the registration, I have been threatened into the revised contract, I have been denied cancelation of the existing contract, I have been told there is no resolution for my issues, I have been left to suffer because carvana truly doesn't give a rats as3 about its customers. That's why they apply an arbitration clause in their contracts so that when the breach contract, you can't pursue a lawyer for assistance. They scam people and they don't even try to hide it.

The least honest and transparent experience of a lifetime, and fortunately it has been a long life. They shorted my trade in value after making me wait 2 months to get it resolved. No reason and no communication as to why. This place is a fraud. I would rather buy from a sleazy road side scammer at then I know what I am getting into. I wouldn't recommend buying a ca4 mat from this group.

Terrible customer service, you have to keep calling them to get what you need done. I brought a car last year and now have to return it because they made the mistake of registering it for the wrong state. They didn't want to reregister for the right state, then when they finally did, they wanted more money down and a higher monthly payment of $587, I was paying $405. I also put down $2000 for the car. I know if giving the car back after having it for a year without my money back and without them offering a better solution for a car that matches my budget. I would never trust them or advise using their services.

They approved me, went through the entire process took my money and then not 30 mins later denied me. Still took my money and now tell me I won't get back for 5 days. Wonderful CARVANA you screwed me once and now youbscrew me again by keeping my money and now I can't get another car
Thanks for nothing!

Tell you to upload documents. But some need to be color only. Some need both sides. But they don't tell you that. They just keep asking again fro the documents! Safari won't wor4k and neither will Firefox. Gotta use chrome. Would be nice if they stated that. Got a fair offer price but impossible to complete the selling process. Gave up.

Worse transaction I have ever experienced. I sent the following message today during a Carvana chat session on their site:
I have encounter one issue after another with Carvana, three days before my original delivery date 01 Sept 2023, I am just now being notified my delivery date has been rescheduled to the 14 Sept,customer service managed to contact me during normal business hours about completing and submitting certain forms, however cannot make the same effort in providing an update, instead I receive an email. This whole process has been very disruptive, after receiving the email I was actually able to go online and move the date to 06 Sept. Why was that not offered automatically, paying a delivery fee in advance, leaves no true motivating factors to deliver vehicle as promised. They push every hiccup in the direction of third party issues. Very convenient, Customers should be compensate for the inconvenience. With modern technology I truly expected better customer service, to say I am disappointed is an understatement. Quick to press for upfront verification and collection however slow to perform and or produce on Carvana. If I were to receive a survey concerning this process, I really would have to fully express my frustration at this point. Regarding any future purchases and or recommendations at this point highly unlikely.

Just bought a 2017 Hyundai Sonata in great shape except found out it was not what I really wanted. Paid about $9500 cash for it.So decided I'd see what Carvana had available and maybe trade up or sell the Sonato outright. I saw numerous other Sonatas listed by Carvana same year or older for sale for as much as $14,000.(close to same mileage too) So I entered my VIN to see what they would pay me...they were "excited" to offer me $4,400 as an outright buy.but get this: a whopping $365 MORE if I traded it in! We are talking a $10K spread! That's nearly a 10K a profit and doesn't even include how much they ripped off the other seller! Prepare to get ripped off if you are DESPERATE to sell!

**BEWARE** Carvana offered me $16,279 on 08/23/2023 with an expiration date of 08/30/2023 for my vehicle. While reviewing the information on the offer on 08/28/2023 I realized the value owed was off by a couple hundred dollars ($250 to be exact) so after making this correction they dropped the offer value by $3992 now offering $12,287. I talked to a representative of the company, and they refused to honor their offer that was set to expire on 08/30/2023. This is unethical and go against their whole business scheme of not being like typical car dealerships. They have lost a customer for life, and I suggest anyone looking to use them to use with caution as they'll switch numbers on the fly for any reason just like your typical SHEISTY dealer would. **BEWARE**

I bought 2 cars from carvana was on my way to 3rd. 1st car no issue purchase went smooth. 2nd had a few issues that was a fluke. This last one had all ducks in a row provided all docs requested received email notification that was all set to pick up. The night before get phone call saying they need to verify my bank because plaid indicated my name is not on my checking account, I called my bank they said it's issue with plaid and carvana. I called them back got some snotty rep who could care less and said it's my problem to resolve they won't take personal check needs bank check. Within. 30 mins got email indicating since I failed to verify in their time frame car was released. Then got another email informing me they need address verified, provided docs but now need date change.complete run around canceled order. Will buy someplace else

We purchased a $40k car from Carvana and after paying for the car upfront, when the car was delivered we noticed that there were 2 cracks in the windshield. I took this car to be inspected within the 7 day window and was told the cracks were previously filled. Carvana failed to disclose this information, so what else has been broken and repaired that we do not know about. BEWARE. I would never buy a car from Carvana again. Horrible customer service that just argued with me about the cracks even existing. No wonder they are bankrupt. It's absolute insanity that you can purchase a $40k car and not even be told the windshield would be cracked.

Car has had front end work, new air conditioner and new engine…. Thank goodness I took the warranty. I owe 16 k on a 7k car

You may be interested to know that in addition to a "delivery" charge they also have what they call a "shipping" charge. The shipping cost is what they charge the customer to transport the vehicle from point A to point B where it can then be picked up for delivery. And no, customer does not have the option to just pick up the vehicle at point A. I personally will never consent to that.

I tried to purchase a car from Carvana. I started process on 8/11/2023 but it was never finalized. They sent me an email stating my time expired on 8/12/2023.

The policy is all money is refundable except for shipping fee if cancelled within 7days. I never finished the financing process so the transaction was never complete. They refuse to refund me the $590.