Carvana

Carvana responded

Thank you for taking the time to share your concerns with us. We are always looking for ways to improve. We are sorry to hear your trade in experience did not reflect the stress-free process we hope for. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

charandhayley responded

It's not a trade in. We bought a car from Carvana that you rebuilt the engine in. We have been trying to get a hold of Sam Jackson but are on hold for hours and then disconnected. No time for games anymore. You have wasted a lot of my time. Very bad company....No customer service what so ever

Carvana responded

Creating a great car buying process is our top priority and that includes helping our customers find the best financial terms that meet their lifestyle. Every customer's terms are based on a variety of factors including, vehicle price, annual income, credit history as well as other non-credit related data sources. We understand the importance of flexibility and the ability to shop around for the offers. At Carvana, you have the ability to utilize third party financing, purchase with cash, or choose Carvana’s financing terms. We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. Our goal is to use our customers’ feedback to continue to improve our underwriting/verification process. Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.

Carvana responded

Thank you for taking the time to provide us honest feedback about your recent experience with us. Carvana conducts a 150-point inspection on all our vehicles to ensure they are meeting our high-quality standards and apologize if you feel this is not the case. We understand that unexpected mechanical issues with your vehicle can be extremely frustrating, which is why we also provide a complimentary 100 day or 4,189-mile limited warranty for your peace of mind. We wish we could have resolved this issue with you and made sure you ended up in a car that you felt safe and happy with, but we are glad that you utilized your 7 Day Money Back Guarantee to return the vehicle. Carvana would be happy to look into your scheduled return, but unfortunately, we are unable to locate your account. Please reach out to us at (800) 333-4554, and we would be happy to assist.

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles to arrive on time for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and we hope you’re loving your new ride.

Carvana responded

Thank you for taking the time to reach out regarding your Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.