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.

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. The brake light and check engine light should have both been taken care of ahead of time, during 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.

Carvana responded

Thank you for taking the time to share your concerns with us. We know how valuable your time is and we are sorry we made you wait. Carvana strives to create a stress-free car buying experience and it sounds like we missed the mark in providing a timely service to you. 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. 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. We would love to improve your experience, so feel free to reach out to us at (800) 333-4554 if we are able to assist you with anything else.

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 delay, in addition to having to go through the After Sale Repair process.  After reviewing your account, it does look like you are actively working with our Post Sale team to have your concerns addressed. Once again, we are truly sorry for the issues you encountered and we appreciate your patience through it all. Please do not hesitate to reach out if you have any further questions or concerns.