Carvana

WHAT HAPPENED?- In early March, I decided to sell my WHAT HAPPENED? - In early March, I decided to sell my Kia Stinger GT2 to Carvana. - I got an offer of $29,566, and I scheduled a pickup appointmen WHAT HAPPENED? - In early March, I decided to sell my Kia Stinger GT2 to Carvana. - I got an offer of $29,566, and I scheduled a pickup appointment for 3/18 at 11:00 AM. - On 3/17 at around 3:00 PM, I logged in to my Carvana account and was shocked to see that the offer had expired. I reached out to Carvana support to ask if the pickup was still on for 3/18. I got no response to my text messages. - Assuming the pickup was canceled, I reappraised my vehicle on the Carvana website on 3/17 and received a new offer, for $30,119. Throughout the evening of 3/17 and into the morning of 3/18, I spent probably 4-5 hours going back and forth with Carvana reps, trying to get them the documents they needed to approve the new offer. - On the morning of 3/18, I was surprised to receive a text message at 8:07 AM from Carvana saying my pickup was scheduled for 11:00 AM. I'd thought the pickup was canceled! I then reached out to a Carvana rep, who told me to ignore the message and that the pickup wasn't actually happening. - At 10:13 AM on 3/18, I received another message from Carvana that all documents had been accepted for my new offer, and I scheduled an appointment to drop off my vehicle at the Novi, MI location on 3/19 at 9:30 AM. - At 11:00 AM on 3/18, I was shocked to see the Carvana truck pull up to my driveway. I spoke to the ladies (Emily + her coworker) with the truck and asked if they'd honor the new Carvana offer ($30,119). Unfortunately, they said they couldn't do that — they could honor only the initial offer, for $29,566. - They told me I could wait until 3/19 to drop off the car and get the $30,119 offer, but I decided I didn't have any more time and energy at this point to spend on the sale of my vehicle, given how exhausted I was by this point. So, I sold the car and the ladies provided me a check. - I reached out to Carvana on 3/18 to ask if, given the situation, they'd pay me the difference between the old offer and the new one ($30,119 - $29,566 = $553). My request was denied. WHAT WENT WELL? - *I was able to manage the entire process from the comfort of my home.* I didn't need to set foot in a dealership or go to the Secretary of State. I scheduled the appointment from my home and Carvana came to me to pick up the vehicle. - *Carvana took care of the remainder of my car loan.* It was great that I didn't need to pay off the remainder of my vehicle's loan prior to selling it to Carvana. This saved me some time. - *The pickup process went smoothly.* Emily texted me in advance that she was coming, showed up on time, had all the documents ready for me to sign, was professional, and completed the whole transaction in about 15 minutes. - *The offer was great.* Carvana paid me nearly $2,500 more than the dealership offered me for the same car. - *Carvana accepted my vehicle accessories.* I included an extra set of tires, floor mats, and some other items with the vehicle, and Carvana accepted all of them. This saved me the time of getting rid of these items on my own. PROBLEMS: - *Reaching a representative.* By far, the most significant problem with Carvana is how hard it was to reach a representative when I needed help. On one occasion, the wait time to speak with a representative on the phone was over an hour. On a second occasion, the phone lines were down. Furthermore, many of my text messages to Carvana went unanswered — when I would follow up on an unanswered message, the representative would tell me they'd never received it. - *Poor record keeping / flow of information.* Over the course of my interactions with Carvana, I corresponded with what I estimate to be a dozen different representatives. It was difficult to know who I was speaking with — the representatives didn't always introduce themselves, and sometimes I assumed I was actually messaging with a robot. Given that each representative seemed to have no record of my prior conversations with other Carvana representatives, I had to repeat my questions many times. Also, in my text message thread with Carvana, the representatives asked me to verify my email and zip code numerous times. Why is this? I'm texting from the same phone number! - *Inaccurate information.* I have two examples. First, when I logged in to the Carvana website on 3/17, I saw a message stating my Carvana offer had expired. However, this proved to be false, given that Carvana showed up on 3/18 and purchased my vehicle for the amount stated in the offer. Second, a Carvana representative told me at 8:41 AM on 3/18 that my scheduled pickup was not happening on that day. However, the representative was wrong, and Carvana picked up my vehicle at 11:00 AM. - *Inconsistent standards.* Each Carvana representative who reviewed my vehicle documents provided different requirements. For example, one Carvana representative rejected the screenshots of my loan payment history and requested a formal letter from the lienholder, whereas another representative accepted the screenshots. Also, one representative told me that the only item missing from my documentation was the per diem for my loan. When I submitted this, a different representative said that there were actually more documents needed, including a photo of the damage to my vehicle. - *Reappraisal confusion.* As I mentioned above, Carvana's initial offer (from early March) was for $29,566, and the new appraisal I got (3/17) was for $30,119. When Carvana came to pick up my vehicle on 3/18, I was surprised that the representatives refused to honor the new offer. - *Offer expiration confusion.* One webpage on the Carvana site stated my offer expired on 3/25. Another webpage stated the same offer expired 4/17. This is inconsistent! Another thing that was unclear from Carvana's website was what would happen if I scheduled a pickup appointment beyond the offer expiration date. Would Carvana honor the offer? In my case, it seems they did. SUGGESTIONS FOR IMPROVEMENT: - *Provide a single point of contact.* One person who I work with from start to finish on the entire process. They review my documents, they answer my questions by text message or phone, and they coordinate the pickup of my vehicle. If you're unable to provide a single point of contact, then my recommendation would be to provide a single channel, capturing all correspondence (text, documents, etc.) between the client and Carvana. Each Carvana rep who provides support to the client can access this channel and see the correspondence history. - *Provide clear standards and make sure all of your representatives understand and follow them.* For example, if I need to take photos of the damage on my vehicle, then include "photos of damage" in the required documents section. This is currently not listed on the website as a requirement, yet one Carvana representative asked me for these photos. - *Show accurate information on your website.* If my pickup is scheduled for March 18 at 11:00 AM, state that on the website! Don't confuse and worry me by stating that my offer has expired. MY REQUEST FOR YOU: Given the frustrating experience I had, I'd appreciate it if you'd pay me the difference between the old offer and the new one ($30,119 - $29,566 = $553). More

first time buying here and won't do it again. original car choice delayed 3 times; switched to another car (mind you this car was older) that was delayed another 2 times. they did basically nothing to sho car choice delayed 3 times; switched to another car (mind you this car was older) that was delayed another 2 times. they did basically nothing to show that they cared this was happening. bought a car beginning of February and didn't get it until mid March, so I think that deserves more than an "I'm sorry." once the car showed up, the person dropping it off was very nice. the car was clean as well. so that's why I'll give it 3 stars More

My car delivery was delayed twice and when We received the car the original issue still had not been fixed. I was told the first time it was delayed was due to a bad wind shield wiper and when we got the the car the original issue still had not been fixed. I was told the first time it was delayed was due to a bad wind shield wiper and when we got the car it had not been fixed More