Carvana

After dozens of inquiries we finally got someone to call us back. They placed the vehicle on hold for us to start the buying process. The next day they told us the sold the vehicle a week earlier. We think us back. They placed the vehicle on hold for us to start the buying process. The next day they told us the sold the vehicle a week earlier. We think Carvana is a data collection company with no cars. stay away!! More

We began a search for a new vehicle on the Carvana website in late May of 2021. We were looking for a nice family vehicle that came with a tow package. We came across a 2019 Lexus RX that was within o website in late May of 2021. We were looking for a nice family vehicle that came with a tow package. We came across a 2019 Lexus RX that was within our budget and had a tow package. I then contacted Carvana about the car and that we were interested. I had saved up about $13K for a down payment. All the paperwork was in order, and I had made the down payment. This happened on or around June 3rd. We were naturally excited about the car so we couldn’t help but look back on the website to see it and go over everything that it had. Upon doing this, I realized something wasn’t quite right. The picture of the vehicle and the description did not add up; the vehicle description indicated that the Lexus had a moonroof and a tow package and the picture did not have either. So, I immediately got on the phone with Carvana to see what was going on. They informed me that in fact the car did not have a neither a tow package nor the moonroof. I no longer wanted the car, and I got my money back along with $500 credit for the confusion. We still wanted to buy another vehicle from this company, so we kept searching. On or around June 5th we found a 2020 Chevy Blazer Premier with very low miles and within our budget and had a tow package. However, we really liked it and decided to buy it anyways. Again, I submitted the paperwork and made the down payment; as well purchasing the premier coverage policy along with GAP insurance so that every inch of the car would be covered both cosmetically and mechanically once the 7-day return policy expired. The description of the Blazer stated that it had a minor scratch on the inside of the driver door, which we could see in the picture. So, I went about completing everything to purchase this car, made the substantial down payment and was told that it would be delivered on June 8th. I got an email the day before the delivery date stating that there was a delay, and the car would not be arriving until June 10th. When the car arrived, the driver pointed out that there was a scratch on the driver door along with one on the passenger door. The door handle cap had also fallen off. I informed Carvana about the new findings on June 11th. An appointment was set at Desert Auto on June 21st to repair the issues. Between that that time I had the car pressure washed and when I brought it home my son noticed two scratches on the back of the car above and below the license plate. Again, I informed Carvana of the findings and I stated not only did we notice those scratches, but many more smaller scratches appeared all over the car as well. It appears someone had buffed them out. I also pointed them out to Camille at Desert Auto. He stated that those repairs would have to be made at another shop since Desert Auto only fixed small cosmetic issues, so they had us go to The Body Shop to get an estimate for the new findings. Silver Rock is the insurance company that is contracted with Carvana, so I began dealing with them around this time since the 7day return policy had ended. However, Carvana understood the scratches that surfaced had in fact already been there before the car was purchased as well as Silver Rock. Camille at Desert auto informed us that the repairs at the Body Shop would have to wait because the shop was full and wasn’t able to do it until a later date; this was already the middle of July. I also would like to note that the temporary plates that Carvana had issued me were about to expire on July 21st and I received notice that there was an issue, and another temporary plate would be issued. A few days later we got a call from The Body Shop to bring the car in to get fixed. Joe the owner said it would be there a few days. The next day he called and said that Silver Rock had not authorized repair for the new scratches and that we could pick the car up as it would just be sitting there over the weekend this was on July 22nd the same day the new temporary tag was issued. I was puzzled at the fact that the temporary tag was a Tennessee plate and not an Arizona tag. That following Monday my wife contacted The Body Shop, and she was told by Joe to come by so he could get pictures of scratches so he could submit them along with the estimate to Silver Rock and he also told her that we would have to initiate the paint scratch claim before anything could be done. When she got Silver Rock on the phone a representative informed her that that wasn’t necessary; all that had to be done was for the Body Shop to email the estimate and photos to srbody@silverrockinc.com and that was apparently done. Or so we thought. After a day without hearing a word, she called the Body Shop to check it the claim had been approved and Joe told her that he hadn’t heard anything back from Silver Rock. I told her to call Silver Rock and find out what was going on. We were told that they had not got the estimate or pictures and that the shop had to send the photos to another email address, that’s the reason for them not having processed anything so she got another email address to provide the shop. We waited yet another two days before my wife called Silver Rock back to see if the photos were received and the claim was approved which she was told “everything” had been approved so she called the Body Shop and Joe told her to bring it in on Monday August 2nd and to expect it to be at the shop for at least 3 days. She had arranged for her father to meet her at the shop as he would be lending us a vehicle for the time being so that she could use to get our son to and from his therapy appointment. Upon arriving at the shop expecting everything to be in order, she was told by Joe that he didn’t get paid to do the repairs. She immediately called Silver Rock to find out why they hadn’t issued payment only to be told that the only estimate that was approved had been for the initial claim to repair the door latch and that the claim for the other scratches was still being reviewed and would take about 2 to 3 business days to see whether the repairs would be approved. She was told that Silver Rock only handles minor repairs that were assessed during the first 7 days of having the car; although it had been apparent that the scratches had been buffed out and hidden from us. She mentioned this to the representative, and she was told that that was why the claim was still under review and that if it was denied then we had to processes the claim to Assurant so they could review it because they were the company that honored the Premier coverage policy and not Silver Rock. Carvana and there way of doing business is allowing loopholes for dealerships to hide imperfections on cars that cost over 40+ thousand dollars. When a car shows up at your house fully detailed your not going to see hidden imperfections until you bring it to a car wash and clean off the paint wax that hid said imperfections. 7 days is not enough due to the fact a fully detailed car that is hiding imperfections will most likely not get washed unless you have inclement weather. The fact that the car showed up with a broken door handle made me and the wife did not want to drive it until it was fixed. Businesses dragged their feet and used covid-19 as an excuse. End statement is don’t buy a car from Carvana or anyone on the internet unless you want to become a victim of fraud and or incompetence. More

I am very pleased with Carvana!! You guys ROCK very quick and easy process! Love it!! and easy process! Love it!! More

My temp tag was about to expire, so I went to register my vehicle and there was an issue with the title. They said I could take 30 business days to get a new title sent and was supposed to send me a new temp vehicle and there was an issue with the title. They said I could take 30 business days to get a new title sent and was supposed to send me a new temp tag, but haven’t. 4 days driving the vehicle illegally. Will never refer or purchase here again More