Carvana

Carvana responded

Thank you for taking the time to reach out regarding your recent Carvana experience. Here at Carvana, transparency and reliability are paramount to the overall customer experience.  We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. We are extremely sorry for the hassle we have caused in order for you to buy a vehicle from us. 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 contact us at (800) 333-4554 if you would like to share any additional feedback. 

raylay79 responded

You have developed a form response that you copy and paste to respond to all bad reviews. I wish that we were able to post an image to this response because I would post the response that you posted to my trustpilot review, which is verbatim to your response above. If you really held customer satisfaction to a high degree and really wanted to repair relationships when you mess up, then you would personally reach out to the customers that you have dropped the ball with to see how you can make things right. Even though a representative told he was filling out a "we messed up" form and that a team lead would be in contact with me, I still had to call myself to try to get a resolution. The resolution that was offered was a $250 check if I went through with purchasing a vehicle from you that I would receive after I kept a vehicle past 7 days. How is that acceptable compensation for selling me a vehicle that was already sold and even when I went back into my account on the day I was told that it had been sold, all the cars that I had saved were in the purchase process when I could have possibly gotten one had Carvana not waited 5 days, the day before my scheduled delivery, to notify me that my car was already sold. Please tell me what you plan to do to rectify this?

Carvana responded

Thank you for taking the time to provide us honest feedback about your recent experience with us. Carvana conducts a 150-point inspection on all our vehicles to ensure they are meeting our high-quality standards and apologize if you feel this is not the case. We understand that unexpected mechanical issues with your vehicle can be extremely frustrating, which is why we also provide a complimentary 100 day or 4,189-mile limited warranty for your peace of mind. After reviewing your account, we do see you are working with leadership and our dedicated advocates to resolve your concern. We are thankful you took the time to share your personal experience.

teleguit responded

"Leadership" did not resolve the situation and ended the discussion.

Carvana responded

Thank you for taking your time and voicing concerns on your recent experience with Carvana. We aim to get your registration completed and your hard plate shipped out to you before the temporary operating plates expire, so it saddens us to hear that you have run into this delay. Although we always desire the completion of the registration to be fast and smooth, sometimes things happen beyond the scope of our control that prevents this. We sincerely appreciate your feedback and patience as we work diligently in completing your registration. 

n7702e responded

You mentioned that sometimes things happen out of your control, it seems to me that you need to be more diligent with your registration team when a person calls in multiple times and there's numerous emails maybe someone higher up should look into the problem. Three documents were sent by FedEx stating the odometer reading was lost incorrect or the paperwork was smeared. Two documents were sent FedEx stating that you needed power of attorney. And now today July 20th 2021 after I called you and sat on a line for an hour and a half waiting for someone to pick up the phone, you now tell me that you need my social security number and two proofs of residency! This is not out of your control this is your problem that you need to rectify. It's saddens me that when I look at reviews I am not the only one who's posted a review on your registration team stating people don't have vehicles to drive because you have not done your due diligence to satisfy your customer.

Carvana responded

Thank you for taking the time to leave this detailed feedback towards your Carvana experience. We are terribly sorry that the car did not come free of issues. We aim to provide a stream-lined process and high quality vehicles. Your experience is not typical of our process, and it is absolutely not the type of experience we want to provide our customers. 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 apologize again for any frustrations this has caused you, and we want to ensure that you are happy with your vehicle. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

Thank you for taking the time to reach out regarding your recent Carvana experience. 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. Please know we take your sentiments seriously, and we will be holding the proper teams accountable for this mistake. 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. 

Kevkuy responded

This is the second vehicle I’ve purchased through Carvana. Once again it has been the easiest car purchasing experience I’ve had. By far they gave the most competitive offer over any dealerships and another online car buying platform.