Carvana

We spent well over 10 hours on the phone trying to resolve multiple issues with our purchase(s). First my husband made the purchase and the wrong truck was delivered. The contract was for a 4x drive resolve multiple issues with our purchase(s). First my husband made the purchase and the wrong truck was delivered. The contract was for a 4x drive and the truck we received was 2x drive. We didn't immediately refuse the truck, which we should have, because we figured we would try it out to be sure we liked the Colorado in general. When he tried to swap vehicles, although the cost difference was negligible, his financing was denied because he is self-employed. So we made the separate purchase as a swap under my name. In doing so, the contract for the original truck was "lost" and needed to be "recreated." We were told it could take up to 90 days to recreate the contract. Mind you, we had a copy of the contract and could have provided it if requested. We called multiple times to have the truck picked up and were told that there was no record of us having the truck which was sitting in our driveway! The 2nd truck (the swap) was delivered and they still didn't take the original vehicle. So we had both vehicles on our insurance for a time. The 2nd Chevy Colorado was a lemon. Significant transmission issues that could not possibly have not been detected during the inspection. Also, the truck was not clean and the passenger door wouldn't open from the outside! Again, we called Carvana multiple times to inquire about repairing the issues. We were directed to an "approved repair shop" the closest of which is an hour away from our house and was listed as a "tire shop." By no means a place I would take a like-new truck for a transmission repair. We were also told we needed to schedule a consultation, and then another appointment to take it back for the actual repair! 4 hours of driving to repair a truck we just bought. (By the way, this is a work vehicle for my husband's business.) Instead we opted to try to "swap" the vehicle AGAIN. We found another vehicle and were given a $500 discount for the problems we experienced. However each time we located a new Chevy Colorado, the price had increased and a higher delivery fee was added. The first truck had no delivery fee, the 3rd one had a $490 delivery fee. I called multiple times to speak to someone about the challenges I am writing about now. Specifically, I wanted the delivery fee waived, since obviously the $500 credit was actually a $10 credit after the delivery fee was added. I was told that a manager would call me back. They never did, to date! The week of May 9th I was told that a number of managers were fired that week and that's probably why I didn't get a call back. At this point my goal was just for Carvana to be aware of the problems we experienced directly, rather than through a bad review. I just wanted someone to hear our experience. That never occurred. This is just an overview of the primary challenges, there were multiple other minor inefficiencies that caused frustration. (Representatives not seeing updated information in our account, not knowing the notary requirements in my state, multiple calls for the same information which had already been uploaded, etc.) These issues wouldn't have been a major deal if not for the overall frustration and time spent getting 2 bad vehicles before finally receiving a quality truck. During this time, we had to pay insurance for the first 2 vehicles which we were trying to return, plus our personal truck. We also had a buyer lined up for our truck, which we couldn't sell until the multiple weeks it took to resolve these issues. The first truck was delivered April 26th and not picked up until May 11. The final truck was delivered May 16. During this time I was caring for my father on hospice. He died on May 17th. This exasperated my frustration as I didn't have the time or patience to deal with the dozens of calls necessary to resolve these issues. I will note that EVERYONE we spoke to at Carvana was very kind and polite. That was very much appreciated. More

Oh where do I begin. “Drive You Happy”, more like drove me CRAZY! Weeks of delays, making me switch my insurance 30 minutes before it’s scheduled delivery, costing me sev “Drive You Happy”, more like drove me CRAZY! Weeks of delays, making me switch my insurance 30 minutes before it’s scheduled delivery, costing me several hundred dollars more to cancel one policy then pay for another one. Within 1 day I was under the car refastening the plastic liner that was flapping and burning from rubbing against the tire. Use any other service if you’re smart. They didn’t seem to care about the several delays and inconvenience let alone the 100’s of dollars they cost me because they don’t like using a certain insurance company that I’ve had for years with no issue?? More

This was the easiest car purchase I ever made! The people were so helpful. Also they gave me a great deal! The people were so helpful. Also they gave me a great deal! More