Carvana

carvana they do keep there word on delivery date tell u last minute change change last minute change change More

Carvana took money from the wrong acct causing me to bounce a Ck and hurt my credit rating. bounce a Ck and hurt my credit rating. More

This experience was a big headache, terrible customer service ever. service ever. More

I started looking at Carvana about a month ago. I was uneasy about purchasing something I would not see or touch until after I had committed to owning said purchase. After days and weeks of research, I f uneasy about purchasing something I would not see or touch until after I had committed to owning said purchase. After days and weeks of research, I found the car I had been looking for. It had a little more miles than I would have preferred, but everything else was what I wanted. So I thought, well with a 7 day guarantee, why not! This is where things miserably wrong and yet amazingly well depending on where you were in the process. The moment I said yes was a mess - I had in my hot little hands the start of my trade in. I had given them general info about my trade in, but nothing specific when I started looking a month prior. Now that I had said yes to the car, I need to get a final offer, which was simple, just upload pictures of the milage, title, and my driver's license. Life was good and I was offered about what I thought I would get for a trade..... So, on to applying my trade to my purchase. This is where things went wrong. For 2 days I sat in the cycle loop of their tool trying to apply my trade in. Nothing worked so I attempted support. My support rep didn't understand how to spell car yet alone how to troubleshoot. So disconnect and get a new guy. This person seemed ok and new what they were doing. We had a conversation they were kind, and then all of a sudden without warning, they were gone. Come to find out it was the end of their day, so without warning they just went away..... So called the support / customer support line. Talked to a nice lady who said, yes sometimes there's an issue with our software and this happens. Let me put in a ticket to get it resolved. I'll also extend the car's purchase for 24 hours so we can get this resolved....... Next day, after 3 people I finally got someone of all things on FB messenger. Apparently because I stated the trade in process a month ago and didn't finish, my trade had sudo expired. They fixed it, and away we went.... The rest of the buying experience was easy peasy and flying. We were done in 10 minutes and received a call a bit later asking for one more document. But after that we were approved! Wahoo, my new Tesla would be here in a few days..... Oh man the excitement! Fast forward to delivery day. My delivery driver, was the brightest star of this entire mess! Oh man was he amazing. He deserves a gold star, a bucket of candy, and someone to do something amazing for him, he really made what was a so-so experience better, and he would have gotten 100 stars in a review on his own. So he texted me specific instructions before his arrival. Then shortly before he was to arrive, he called to say, the car was really low on battery life. He gave me my options (deliver, wait and let him charge for a bit, or reschedule my delivery). I chose to have him bring the car, after all, I can plug it in as easy as he can. He showed up, was kind professional, he had read my file and knew the purchase was a mess, so he brought me a little peace offering, he walked my car and found a little extra's that were not disclosed so HE started the paperwork to make them right, he did everything plus some that should've been done! He really provided a truly amazing experience. Also, he didn't feel the car was detailed to a good enough standard, so he applied a credit to my account so I could have it properly cleaned. What account or how that works, I don't know that calling customer support is really would do again. And then..... Well the charger was missing. Not his fault, he got on the phone to resolve the situation. And we agreed that I would go to their location to get a charger. No harm no foul. Drove about 30 minutes away and picked up the charger. The only issue I have was I was told the car had a Tesla charger and I was offered an off brand with a Tesla add on to fit my car. It is what it is. Here I am the day after the delivery. I love the car and as soon as it has full power I will be excited to drive it. After talking with Tesla it takes several days and maybe a week for the car to be switched to the new owner. Until then you cannot use their charging stations so your only option is at home. Normally this would not be an issue, and if the car had not had such a low battery then it really wouldn't have been an issue. So in the future, and since you have a TON of Teslas, I'd suggest ensuring they are fully charged and all cords are in the vehicle when delivered. Tesla's customer service, or lack there of does not help the situation. Also, if Carvana would've taken over the Tesla from the previous owner, they could've transferred the car right to me, and I'd be on my way in 10 minutes but because they did not, I cannot use the features of the Tesla including charging for a week or so. Knowing what I know, would I us Carvana again? I don't know. The misses were pretty big, but the delivery driver made all the difference! If I knew I'd have that same delivery experience, maybe. If I had an awful delivery experience they would have taken the car back. I'll be excited when I can actually enjoy my car. Hopefully soon. More