Carvana

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. You can always chat with us 24/7 if any questions arise. We appreciate the feedback you have provided us as we are always looking to improve the customer experience.

ashli responded

Hello, Contacted your " premier " shop place and they cant do anything unless thier is a covered warranty. They cant do anything with the transmission until it goes out. So i went ahead and bought the 2 filters and replaced them. Bought the lights that were out and replaced them. I have scheduled my oil change, transmission service, and alignment with the dealership where i will get proper customer service.

Carvana responded

We would like to thank you for coming back to Carvana for a second time, but we are so sorry to hear that your experience was less than perfect this time around. 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. We have high standards and a part of these standards is no reported accidents. We also check to ensure the vehicle does not have rust, flood, and frame damage. The last thing we would ever want to do is deliver a vehicle that does not meet this standard and we are disappointed to hear that the vehicle was presented in this condition. With every vehicle purchase, Carvana offers a 7-Day Money-Back Guarantee because we would never want a customer to keep a vehicle they do not love. We are very sorry for letting you down and appreciate any and all feedback. If you have any further questions or concerns please do not hesitate to utilize our 24/7 chat service and we would be happy to assist.

Carvana responded

Thank you for sharing your feedback with us in regards to your Carvana experience. Carvana prides itself on providing excellent customer service and having a streamlined car buying process. We are truly sorry that we fell short of this. Please accept our apologies for any undue inconvenience while attempting to speak with our advocates. We have been experiencing an increase in our call volume, which has resulted in longer than normal wait times. We apologize for the miscommunication about your delivery as we want each of our customers to have a memorable experience. 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.

Carvana responded

Thank you for taking the time to provide us with feedback regarding your Carvana experience. We are disappointed to hear that you encountered some technical difficulties during your purchase process. We strive for a seamless, stress-free process from start to finish, so it is disheartening to hear this was not the case. We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. Our goal is to use our customers’ feedback to continue to improve our underwriting/verification process. Carvana holds customer satisfaction to a high degree, and hope we can repair this relationship with you. Please do not hesitate to reach out to us at 1-800-333-4554 if there is anything additionally we can do for you.