Carvana

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We want to ensure that every customer has an exceptional car buying process. This starts with meeting the deadlines we set and providing accurate timelines. The last thing we want to do is inconvenience a customer in any way with delays, in addition to having to go through the After Sale Repair process. The condition your vehicle arrived in was not up to Carvana standards either. Please accept our apologies for the condition of the vehicle when you received it. Part of our process not only is guaranteeing that the cars have gone through the 150-point inspection to ensure it drives as close to new as possible, but we also detail every vehicle so that it looks as close to new as possible. We pride ourselves on the great condition of our used vehicles and we can assure you that your experience is absolutely not excusable or typical of our process. After reviewing your account, we do see you are working with our warranty provider SilverRock to address your concerns. If you have any further questions, please don’t hesitate to contact us at (800) 333-4554.

Carvana responded

Thank you for taking the time to reach out regarding your Carvana experience. We recognize that everyone’s situation is different and apologize if our verification process lacked timeliness and communication. We apologize for the lack of transparency in our underwriting process, and for your delivery experience that transpired, as our goal is to create a seamless process for our customers. In terms of the mechanical concerns you mentioned, all of our vehicles go through a 150-point inspection to ensure they meet our high-quality standards and we apologize if you are experiencing mechanical issues so soon after your purchase. We recommend that you get any necessary repairs through your manufacturer’s warranty. If, for some reason, your dealership will not cover those repairs, they can send a diagnostic to our third party warranty company SilverRock to review. 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 provide feedback regarding your Carvana experience. 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. 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. 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.  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 Carvana experience. We sincerely apologize that you did not have the stress-free experience we strive to provide every customer. We take your feedback very seriously and will ensure it is passed to the proper department. Overall, your experience does not reflect the streamlined process we hope to provide every customer, and for that, we sincerely apologize. Although you experienced bumps along the way, we appreciate the patience you had with us. Unfortunately, we are unable to locate your account with the name provided. Please reach out to us at (800) 333-4554 and our team of dedicated advocates would be happy to address your concerns.