Carvana

The process for purchasing the vehicle online was easy which I liked. I uploaded the paperwork as required. When the car arrived, it was very dirty. All forms of paperwork that were uploaded had to be pro which I liked. I uploaded the paperwork as required. When the car arrived, it was very dirty. All forms of paperwork that were uploaded had to be provided again which was annoying. Upon inspection, there were more imperfections that were not listed in the sale posting. The gentleman who dropped off the vehicle was very nice and stated he would send a gift card for a car wash. More

The purchasing experience was great. The actual delivery of the car, not so much. It was easy to find a vehicle online and the communications with various Carvana employees went smoothly, and all were ve of the car, not so much. It was easy to find a vehicle online and the communications with various Carvana employees went smoothly, and all were very pleasant to work with. The delivery of the vehicle was where things went wrong. The car was supposed to be delivered the Monday after Thanksgiving but, on the Sunday prior, I received a phone call informing me that the car would be delivered on Thursday (at the time I was driving into town to return my rental car, which I would have kept had I known; the rental agency had no additional vehicles). Then on Monday, I was told that the car would be delivered on Friday. On Thursday morning, I received a text confirming the car would be delivered the next day. On Thursday afternoon, I received a text indicating that the car would now be delivered on the next Monday (I was told that the car had not left the dealership in Texas). I now had to scramble Thursday afternoon to find another rental car, because I needed to travel out of town the upcoming weekend. On Sunday, I received a call informing me that it appeared that the battery had died and that Carvana would replace it. I finally received the car two days later, 15 days after completing the purchase. Clearly, there is something wrong with the Carvana notification system. The text messages were likely automatically generated but that system needs to be improved. As frustrating as it is to have a delay in delivery, it is infuriating to be informed in the morning that your car is arriving the next day, only to be informed in the afternoon of the same day that your car delivery has been delayed three days. And now late in the day you have to try and find a rental vehicle in a tight rental market. If you purchase a car through Carvana, but you absolutely need a rental car before your Carvana car arrives, I would be leery of turning in the rental until the keys (or fob) of your Carvana car are in your hands. More

Horrible customer service. Everyone gives different answers. There was a button missing on the steering wheel and I immediately informed them. They told me it would be replaced/covered and to go to a p answers. There was a button missing on the steering wheel and I immediately informed them. They told me it would be replaced/covered and to go to a partner that I find through Silver rock. I went in and they (tire kingdom which is where I was told to go by CS) told me they told Carvana to stop sending them people for things like this. They also found the brakes were DANGEROUSLY worn and completely rusted. I reached out to Carvana and they told me it would be covered and to submit a diagnostic. When I told them the dealer only gave me a receipt and a diagnostic isn’t done until they approve they told me to go to Nissan directly and for me to ask them if they will cover it instead of Carvana/silver rock. and no one seems to know where I can get the piece missing replaced, they only know it’s covered. There have been a TON of issues I’ve had since being approved. Wrong delivery date (changed to year’s out). The actual delivery was an hour late and they didn’t inform me until the actual scheduled delivery time. There’s def a ton more but all in all, 0 stars. Even asking for a manager, I was told by a rep there isn’t one. I have all convos from text about the above and they keep going back changing it and when I tell them to reference the previous convos in text they ignore me. More

I am actually canceling my order today! I would rather deal with a third rate used car dealer than Carvana ever again. Customer Service Reps were ok, but the executive management is beyond incompetent deal with a third rate used car dealer than Carvana ever again. Customer Service Reps were ok, but the executive management is beyond incompetent - and you can tell it in the way the CSRs act. Web site is buggy, app is awful - both gave different information. Kept asking to sign contracts, i would sign and two days later it asked again, and again. Delivery was postponed. I was told I could pay cash for the service contract and the next day was told no, it had to be financed. Kept getting texts - going to call you, going to send you an email - yeah right.... I was bringing 15k to the table, but it was really clear Carvana didn't want my money. Financing rates were bad - got much better rates online. More

Wow. Just wow. The car was delivered dirty with mud on tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, a tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, and the passenger windshield wiper arm was misaligned. Someone sprayed the driver door arm rest with black spray paint (this is on a $60,000 when new car)! The rims were spray painted (poorly), and had silver over spray on the rubber valve stems! xxx. There was a 780 mile discrepancy on the odometer from when the photos on Carvana were taken until the vehicle was dropped off in my driveway. I purchased a new tire online ($250.00) and had it installed, a new mirror cover from Audi ($42.95) that I installed, and bought a wiper arm puller from Advance Auto ($15.99) and removed and realigned the wiper arm in my yard. SilverRock did reimburse me for the tire and mirror cover I purchased, but I never should have to replace those items on a new vehicle purchase. The 150 point checklist by Carvana before the vehicle left the facility obviously was not performed on my car. My head hurts from reliving the traumatic experience that I endured from this vehicle purchase. I honestly lost count of the number of times I called and rehashed the buying scenario with Carvana advocates. Now I am dealing with registration issues and questions that remain unanswered by Carvana advocates. I cannot, with a clear conscience, recommend that you purchase a vehicle from Carvana. I understand that hiccups happen in the car buying process, but this entire ordeal was nerve wracking and frustrating. More