Carvana

After a few unfortunate experiences at car dealerships around Albuquerque, I decided to give Carvana a try. They advertise themselves as an alternative to the dealership and a new way to buy a car. This w around Albuquerque, I decided to give Carvana a try. They advertise themselves as an alternative to the dealership and a new way to buy a car. This was again another unfortunate choice. On March 24, 2021 I preordered a car from Carvana. When I did so, the website explained that for a $100 down payment they would reserve and expedite the car for me. I also put in my car for a trade. For full disclosure, it does need an oil pump and they offered me $9800, which I felt was fair. This is when the problems started. After a week, I called them as there was no communication on their end about updates to when the car would be ready. The woman I spoke with stated that this has been an issue for several people she spoke with and would relay it to supervisors. I was offered few details other than the assurance that the car was in process and would be ready for the next steps soon. I was told that it was in detailing and that was one of the last steps. Another week passed and there was still no movement on the car. I called again and was told that not only did they not have any update, but that I would have to resubmit my car for another appraisal, as the seven days had passed since their first offer. On my side of the website, it said that the offer was good until April 22. When I spoke with them the week earlier, they confirmed that they saw it on their side as well and that I shouldn’t worry. Of course, they now offered me $800 less for the car. I would have traded it in immediately, but they would not let me proceed with the contract for the car I wanted. In the end they did honor their original offer, but it came at the expense of two hours on the phone and having to pick a different vehicle, as they for the first time told me that the reservation process is more for people who didn’t mind waiting up to a month or longer for a car. Although not thrilled with the car I chose, it was close enough. I scheduled a delivery date for April 13. On April 12, 24 hours before my scheduled delivery, I get a text from Carvana stating that my car is delayed and that I need to reschedule. The earliest they have is April 18. When I call for an explanation, they said the truck it was on broke down. They had originally told me that it was coming from Phoenix. They offered no explanation of where it was. I asked what they would do for me as this is another screw up on their side. I suggested that at this point taking $500 off the price of the car was fair. Their counteroffer was $175. I said that I would take this, but they needed to understand this would result in a negative experience for me. After another couple hours on the phone, they suggested they would “meet me halfway” and offered $250. When I told them, this isn’t meeting me halfway, Bryan got very agitated and said I was being unreasonable and changing my request. Halfway as far as my calculations go is $337.50 (500+175/2). Of course, they wouldn’t budge. Bryan did promise that someone would follow up with me, which I’m sure won’t happen. At this point I’m not even sure they’ll send the check they promised. Only thing I’m sure about is that underneath this review you’re going to see some moron reply, “Thanks for the review. Here at Carvana we strive blah blah blah blah. Give us a call and we’ll put you on hold for two hours.” This is a company that looks to save pennies today at the loss of dollars tomorrow. Even their hold music appears cheap, it’s four songs on repeat. Let me tell you as someone who has spent more than five hours on hold for this company, it’s infuriating. I have yet to even receive my car and they have already poisoned my car buying experience. In hindsight, if I did a little more research, I would have seen plenty of negative, one-star reviews. I know they are trying to expand into more markets, as I’ve seen a bunch of billboards up and around Albuquerque and this is absolutely the wrong way to do so. Every time I talk about my car, I’ll tell people I got it from Carvana and then tell them to never buy a car from Carvana. More

The delivery process was a complete joke. I had drive an hour to pick it up at their facility a week AFTER my scheduled delivery. They had no explanation or even a sincere apology. Customer service doesn’t hour to pick it up at their facility a week AFTER my scheduled delivery. They had no explanation or even a sincere apology. Customer service doesn’t exist. More