Carvana

Carvana responded

We know how valuable your time is and we are sorry we made you wait. Carvana strives to create a stress-free car buying experience and it sounds like we missed the mark in providing a timely service to you. 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. A 150-point inspection is conducted on every car to ensure that it meets our high standards and we do notate the 3-5 most prominent cosmetic blemishes that reflect the vehicle’s years on the road. It pains us to know that we let you down and did not meet your expectations. After reviewing your account, we do see you are working with our warranty provider SilverRock to address your concerns. Finally, we will use this as a learning opportunity to better our customer service and ensure our advocates are being thorough on each call. We can assure you that we have passed on your feedback to our management team regarding your experience communicating with our advocates. Please let us know if you have any other questions or concerns by calling us at 1-800-333-4554.

gregthetummy responded

This could have been a much better experience, had proper customer service just been applied. That means so much more than hearing what should have been done. The problem is no one took care of what could be done. Even now. Hoped for a much better experience than going to a dealership. Unfortunately, that was not the case. The feeling of unfulfillment will go away. But the experience will not.

Carvana responded

Thank you for providing details of your recent Carvana purchase experience. We are so pleased that you enjoyed the majority of your Carvana experience, and we are glad we were able to provide you with the easy and streamlined car-buying experience that we always aim to provide our customers. However, we are very disappointed to hear about the issues you experienced during your 7-Day Money Back Guarantee. We know that many customers select to purchase from Carvana because of the convenience, and we want to be sure that convenience is lasting far past the 7-Day Money Back Guarantee, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. There is absolutely no excuse for the condition of the vehicle at the time you received it, and we are so sorry for the additional inconveniences that occurred while trying to get the vehicle repaired. We are glad you enjoyed our Customer Advocate team and hope you are loving your new-to-you vehicle now. Please contact us at (800) 333-4554 if you would like to share any additional feedback.

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We pride ourselves on the quality of our vehicles and the efficiency of our customer advocates, and we apologize that in this situation we have fallen short of both. Your vehicle was delayed due to transportation issues, and there is no excuse for the delays that you experienced. Our advocates should be in constant contact when it comes to keeping you updated regarding the transport delays, and we apologize that this was not the case. Additionally, we are disappointed that you were not happy with the condition of the vehicle at the time of delivery. We wish we could have resolved those cosmetic concerns with you, but we are glad that you utilized your 7 Day Money Back Guarantee to swap into your Chevy Volt. After reviewing your account, we are happy to report we have been in contact with you since delivery and have the ball rolling on rectifying your concerns. We are thankful you took the time to share your personal experience and are happy to see you moved forward with purchasing a Carvana vehicle.

Carvana responded

Thank you for taking the time to voice your concerns regarding your Carvana purchase. 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. After reviewing your account, we do see you have been in communication with our post-sale specialists to get more clarification on your After-Sale Repair process. If you have any further questions or concerns on this matter, please reach out to us at (800) 333-4554. 

Carvana responded

We know how valuable your time is and we are sorry we made you wait. Carvana strives to create a stress-free car buying experience and it sounds like we missed the mark in providing a timely service to you. We are disappointed that you were not happy with the condition of the vehicle at the time of delivery. We always make sure to put each of our vehicles through two separate inspections to ensure that vehicle meets our standards, however it seems like we missed the mark with your vehicle while completing our 150-point inspection. 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. Additionally, we will use this as a learning opportunity to better our customer service and ensure our advocates are being thorough on each call. We can assure you that we have passed on your feedback to our management team regarding your experience communicating with our advocates. Should you have any further questions please do not hesitate to reach out to us at (800) 333-4554 or via our 24-hour chat service.

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. We would love the opportunity to discuss your experience and concerns further, so please don't hesitate to reach out to us at (800) 333-4554 if you have any additional feedback you would like to share. Thank you for taking the time to share your personal experience.