Carvana

Floors of car were dirty and I guess the 150 point inspection didn’t include if all the bolts were in splash guard under engine which caused it to fall and get destroyed inspection didn’t include if all the bolts were in splash guard under engine which caused it to fall and get destroyed More

This has been the worst purchase experience I've ever had. After this I'll probably not complain about having to go to the dealership. I'm adding a long description of what happened, but here's the summa had. After this I'll probably not complain about having to go to the dealership. I'm adding a long description of what happened, but here's the summary: - Contacting customer support is a nightmare - Their "150 point" inspection is xx - Their agents do not have the necessary training to solve problems Here's the full story: Saturday - Applied for financing with Bank - Got approved, got asked for Carvana's contact details - Purchased car - Uploaded all required documents - Got a call from Carvana, I asked them for contact details I could send to the bank - Got put on hold every time I asked a question. Agent could not answer anything without calling someone else. - 10 minute hold time every time. After the third time I asked to just be called back. - Got a couple of more calls from first agent - Got one more call from Terrance Lyons, saying "I'm going to fix this all for you, I don't know why she made it this complicated", and generally badmouthing her and being unprofessional - Finally got contact details from Carvana, I provided them to my bank and bank said they would send the bank draft instructions to Carvana - Carvana said they would get back to me on monday if they didn't get the instructions - I ask how to transfer my custom license plates. Carvana asks me to upload a picture of either my plates or the registration. I upload a picture of the plates. - Call agent, says I've uploaded everything they need. Monday - Transaction is cancelled without notice, I'm asked to reschedule. Email says they're missing bank information and I didn't upload a picture of my registration. - I reschedule for Thursday, and upload required documents - I get email with updates, go back to website and it asks me to reschedule AGAIN. I reschedule for wednesday. - Call Carvana again, I want to make sure purchase will go through this time. Agent says they didn't get anything from my bank. - I contact my bank, they say they just need a purchase order from Carvana - Call Carvana again. Have to listen to a 1 minute intro ad, then verify my date of birth and zip code, every time I call. - Terrance says he'll send the purchase order - Receive purchase order from Carvana, send it to the bank - Bank says purchase order doesn't have my name and the amounts don't match from one page to the next, even for the same fields. - Terrance can't figure out how to fill out a purchase order, enters wrong amounts again, generates a purchase order without my name, says "The system won't let me fix it". - Contact Carvana support through text, they forward my issue to the finance department Tuesday - Get an email from "Natalie L" at Carvana. She's corrected the purchase order. I send it to my bank, they accept it and send back a PDF with draft instructions - I call Carvana again (intro, verification and hold again). Agent says bank draft won't work. Puts me on hold to confirm. Says he needs a cashier's check, we attempt a three way call with my bank. Bank doesn't answer so he puts me on hold again. - I contact my bank through email, they say they just had a draft from Carvana for another customer the day before. - Carvana agent comes back from hold, I tell him what bank said. He puts me on hold again. Comes back, says "Thanks for the learning opportunity". Turn out he thought a bank draft was a wire. The call has been going over an hour at this point. - Order finally goes through, get confirmation for delivery on Wednesday - Couple of hours pass, get notification about rescheduled delivery to Nov 12 - Contact Carvana text support, they claim "transportation isssues" - Website said the car is in the location closest to me, so I can just go get it, instead of getting it delivered. I ask them about this, they backtrack, say there's something wrong with the car. - I ask what's wrong with the car, they say they don't have that information - Ask to speak to a manager, get ignored xxx - Agents can't answer questions by themselves - Agent could not fill in purchase order. Did not understand the difference bewtween "purchase price" "trade in amount" and "downpayment". - Is the "150 point" inspection a lie? Why would you have a car on the website that's not ready for sale? - Why won't you tell me what's wrong with the car? - How can you not provide a direct line of contact when the purchase process has started? More