Carvana

Carvana responded

Thank you for taking the time to provide us feedback regarding your recent car selling experience with us. We apologize about the delay regarding the payoff of the vehicle you sold to us. Carvana prides itself on a streamlined process and we are disappointed that you feel we failed to provide you with that. The proper teams have been notified of your experience to hopefully prevent it from occurring again. Nonetheless, thank you for your patience and for working with our team to get everything completed. Please do not hesitate to reach out if you have any further questions or concerns.

alantoti responded

After this review, someone reached out to me and assured me that the new payoff would be sent and that they would send me tracking info. That was 5 days ago and I have not heard anything!!!

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. As a company that values transparency, we are embarrassed that your vehicle arrived with any mileage discrepancy. We completely understand that ordering a car online can be new and scary, so it is very important that the vehicle arrives exactly as described. We apologize that this was not the case for your vehicle purchase with Carvana. If we are able to improve your experience in any ways, please give us a call at (800) 333-4554.

Carvana responded

We are so happy to hear that you enjoyed the ease of the online purchase process, but regret that delivery did not go as smoothly. Our goal is to consistently deliver a quality car at a very fair price through a simple and easy purchase process. We deeply apologize you experienced a delay, as we understand how that can be inconvenient to say the least. 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. Additionally, Carvana has a chat feature on our website that allows for a quicker response. In the event you are having difficulty reaching out via phone, our chat feature can be utilized to express the need for urgency regarding your questions and concerns. We appreciate your patience as we continue to resolve our extended hold times.

Carvana responded

Your feedback is incredibly valuable as Carvana is always looking to improve the customer experience. We know how excited our customers are to purchase a new vehicle, but when that vehicle is delayed it certainly hinders that experience. This is never our intent as we know how greatly our customers rely on their vehicles for their means of transportation and lifestyle. We are very sorry to have inconvenienced you. Although you experienced bumps along the way, we appreciate the patience you had with us, and we hope you’re loving your new ride.