Carvana

Carvana responded

Thank you for providing details of your recent Carvana purchase experience. We are so pleased that you enjoyed the majority of your Carvana experience, and we are glad we were able to provide you with the easy and streamlined car-buying experience that we always aim to provide our customers. However, we are very disappointed to hear about 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. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

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 a delay, in addition to having to go through the After Sale Repair process. Additionally, we apologize if you felt that it was frustrating to discuss your situation with a different customer advocate each time you called in. 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. 

Carvana responded

Carvana prides itself on providing our customers an exceptional car-buying experience coupled with high-quality pre-owned vehicles; however, it seems like we missed the mark with your vehicle while completing our 150-point inspection. In situations like this, we allow our customers to utilize their 7-Day Money-Back Guarantee to exchange the vehicle or return it for a full refund. Additionally, customers also have the option to keep the vehicle and seek repairs through our 100 day/4,189 mile limited warranty, which comes complimentary with every vehicle purchase. We are glad to hear you were able to return your vehicle, but Carvana wants to apologize for not being transparent about our processing times and the inconvenience this has caused you with your new purchase. According to our records, a member of our Senior Resolution team has communicated with you regarding this problem. If you have any additional questions or concerns, please feel free to contact Carvana via phone or our online chat feature.

Carvana responded

Thank you for taking the time to reach out regarding your recent Carvana experience. It is disheartening to hear that your vehicle was listed incorrectly on our website as our intent is to never mislead you. In order to be as transparent as possible, we list the original window sticker and provide a 360-degree tour of the vehicle. 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.

Donnadangus responded

Yes correct, you listed the items on the website and as a consumer you expect to receive the amenities that represent the car listing that you are selling. This is what made my decision to buy from carvana. By falsely representing the installed amenities this would lower the price from other comparable jaguar dealerships. Each jaguar comes with set packages that reflects the car prices. I was told that the items would get ordered that were missing and I still am waiting for a resolution. Your customer service doesn't deliver solutions only excuses. I contacted your chat several times since my delicery but no assistance with your chats. The response just never answer my questions. Your chat keeps telling me to pay for things. Why would I pay for amenities that were supposed to be part of the car package already paid for up front. I want the items sent to me that were missing. I contacted the previous owner who verified the items were included. I bought a expensive car and want what i paid for Included as represented by carvana. I am still waiting for my registration and vehicle title that was paid in full

Carvana responded

Thank you for taking the time to share your concerns with us. We are always looking for ways to improve. We are sorry to hear your trade in experience did not reflect the stress-free process we hope for. Here at Carvana, transparency and reliability are paramount to the overall customer experience. We would like to apologize for any inadvertent miscommunication and for your experience that transpired, as our goal is to create a seamless process for our customers. We would like to additionally apologize that there were more cosmetic imperfections than what was notated on our site. Currently, we notate imperfections that fall outside of our standards and anything additional is considered to be regular wear for a used vehicle. However, it sounds like these additional imperfections were a bit more severe than our usual standards and for that we are sincerely sorry. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.