Carvana

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. Please accept our apologies for the condition of the vehicle when you received it. Part of our process not only is guaranteeing that the cars have gone through the 150-point inspection to ensure it drives as close to new as possible, but we also detail every vehicle so that it looks as close to new as possible. We pride ourselves on the great condition of our used vehicles and we can assure you that your experience is absolutely not excusable or typical of our process. Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience whether that is our customer service or delivery process. Teaching our advocates how to communicate with empathy, passion, and understanding is essential to who Carvana is and we are sorry that your experience was anything less than that. Although you experienced bumps along the way, we appreciate the patience you had with us, and we’re glad to hear you are loving your new ride. If you have any additional questions or concerns, please don’t hesitate to reach out to us at (800) 333-4554.

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.

fls responded

fls4jp@yahoo Also I had to make the August payment on the trade in. My bank has not received their payment for the trade in , so if they have not gotten it soon I will be making two car payments. The new one & the old trade in. I have talked to too many of your phone advocates to know it will be at least 10 -20 minutes. You can go to my account & see all the notes from everyone. The man who dropped off the car was more than pleasant & understood my frustration. Also Christopher Cartwright helped at the end.

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 for their means of transportation and lifestyle. Carvana works diligently as possible to ensure vehicles are transported and delivered on time. We apologize for the miscommunication about your delivery as we want each of our customers to have a memorable experience. 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.

Ivette responded

The only reason for your response is to make it seem to others who read this as if you guys care about the customer. The number you are providing is the only number available for Carvana and it is for the phone agents. You are never able to contact management and no one you speak to can give you any emails or numbers or info for anyone in Management. It is pretty much impossible to speak to anyone other than phone agents. Trust me people they are a joke. They lie to you again and again about delivery. I don’t understand why they can’t just give you an accurate delivery date. Search other reviews online and you will see people experiencing the same thing. The amount of time I wasted trying to fix the situation was ridiculous and I had to do it while at work. They have no consideration for your time. I even mailed them a letter to their corporate office because you cannot even get a number for the corporate office and they never responded. I write a negative review and all they do is provide a number to their phone agents. Totally unacceptable

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 process lacked transparency. Our goal is to use our customers’ feedback to continue to improve our underwriting/verification process. Your review will help us do just that.