Carvana

Carvana responded

Thank you for taking the time to reach out to us regarding your delivery experience. We aim for every purchase to be organized and convenient from start to finish, so it is very disheartening to hear that we didn’t achieve this during your Carvana journey. We apologize for the miscommunication about your delivery as we want each of our customers to have a memorable experience. 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. Kimberly, thank you so much for taking the time to write out this detailed and constructive response about your Carvana purchase experience. Customer satisfaction is our number one priority so please know we will be learning from the feedback you provided.

Carvana responded

We know that your time is valuable, so we truly appreciate you taking time out of your day to provide us with feedback. Carvana strives for every customer to have an easy and streamlined experience, though it seems we have fallen short, and for this we are sorry. We always work as diligently as possible to ensure that vehicles are transported and delivered on time, so it is disheartening to hear that you encountered delays in your purchase. We apologize for the condition of the vehicle once you received it at the time of the delivery. 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. We hope you are now enjoying your vehicle and we'd like to extend a warm welcome to the Carvana family.

Carvana responded

Thank you for submitting feedback detailing your Carvana experience. We take these reviews very seriously as we are always looking for ways to improve our processes. Carvana takes pride in our hassle and stress-free purchase process as well as high quality vehicles, and deeply regret to hear that we failed to deliver this kind of experience to you. We are truly sorry that your vehicle was damaged at the time of transport and take full responsibility for this mistake. We can assure you that this is not a standard representation of Carvana. In terms of the mechanical concerns you mentioned, all of our vehicles go through two separate inspections- our initial 150-point inspection and a second pre-delivery inspection prior to the delivery of the car. None of our vehicles should come with any mechanical issues, and we are more than happy to look into this for you to reach an amicable solution. Please reach out to SilverRock, our trusted warranty partner, in order to have your concerns reviewed. In the meantime, please don’t hesitate to give us a call at (800) 333-4554 if you have any other questions, comments, or concerns.

Cmama responded

There’s no way that car passed inspection to deliver. I took it in for 4 things. I still have no car because they found other things wrong with it. I have spent at least 24 hours out of two weeks on the phone having to go back and forth between the dealer, silver rock and Carvana. My car has been sitting in a shop for at least two weeks and don’t know when I’ll get it back. Not to mention I have to pay a car payment for a car I drove maybe 5 days out of the month on top of paying out of pocket over $500 for having to rent a car. I have been so stressed out I have cried many days this week and my vacation has been ruined all because of this wonderful experience I was supposed to have. Thanks!

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We pride ourselves on the quality of our vehicles and the efficiency of our customer advocates, and we apologize that in this situation we have fallen short of both. Your vehicle was delayed due to transportation issues, and there is no excuse for the delays that you experienced. Our advocates should be in constant contact when it comes to keeping you updated regarding the transport delays, and we apologize that this was not the case. Additionally, we apologize 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. Please contact us at (800) 333-4554 if you would like to share any additional feedback. Thank you for choosing Carvana!

Carvana responded

Thank you so much for reaching out regarding your recent experience with Carvana. We would like to thank you for coming back to Carvana for a fourth time, but we are so sorry to hear that your experience was less than perfect this time around. We pride ourselves on the quality of our vehicles and we apologize that in this situation we have fallen short of delivering your vehicle up to our standards. The vehicle arriving with a dead battery is inexcusable. Our hope is that we were able to remedy the issues you ran into in a timely manner and up to your standards. 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.