Carvana

Carvana responded

Thank you for submitting feedback detailing your Carvana experience. We take these reviews very seriously as we are always looking for ways to improve our processes. Carvana takes pride in our hassle and stress-free purchase process as well as high quality vehicles, and deeply regret to hear that we failed to deliver this kind of experience to you. In terms of the mechanical concerns you mentioned, all of our vehicles go through two separate inspections- our initial 150-point inspection and a second pre-delivery inspection prior to the delivery of the car. 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. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

Carvana prides itself on providing our customers an exceptional car buying experience coupled with high quality pre-owned vehicles. 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. All of our vehicles come with a 100 day/4,189 mile warranty for an additional peace of mind, but we are very sorry for the frustration we have caused you. We recommend getting in contact with Silverrock, our trusted warranty partner, to help resolve your concerns. 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.

Avoidcarvana responded

I did call silverrock. However it is not my responsibility to drive a car that is unsafe on the first day of purchase to a mechanic. How is that right?

Carvana responded

Thank you for your feedback regarding your recent Carvana purchase. 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 have been experiencing an increase in our call volume, which has resulted in longer than normal wait times. Carvana prides itself on transparency and expects all advocates to convey clear and concise next steps to our customers to address any questions or concerns. Additionally, Carvana has a chat feature on our website that allows for a quicker response. In the event you are having difficulty reaching out via phone, our chat feature can be utilized to express the need for urgency regarding your questions and concerns. 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.

Carvana responded

We appreciate you sharing your concerns and experience with us. Carvana strives to provide a streamlined and enjoyable car buying experience for each and every customer. We apologize that your experience has not followed our standards. Our teams work relentlessly to prevent delays in delivering your vehicle to you, as we know this can cause frustration, which is never our intention. We hold customer satisfaction to a high standard and if there is anything else that we can do for you, please do not hesitate to give us a call at (800) 333-4554.

Vinnymack2008 responded

We will see if they make delivery on the this time ,hopefully no more delays maybe the 5th time is a charm !